Options for Unified Service Desk
The Options setting in Unified Service Desk (Settings > Unified Service Desk > Options) lets you manage global name/value pairs that are used by the Unified Service Desk components.
Manage a Unified Service Desk option
To manage the Unified Service Desk options:
Sign in to Dynamics 365.
Go to Settings > Unified Service Desk.
On the Active UII Options page, click New.
On the New Option page, type the option name and corresponding value. Some options are available in the Global Options list. Additional global options for Unified Service Desk that aren't displayed in the list and must be entered by the administrator are described in this table.
Option Name Value and Description
Set the value to true to hide the close button on the session tabs. If you use this option, you should plan to provide a button or some other method to close a session. You may call the CloseSession action on the Session Tabs hosted control to close the session.
CRM UI Base Url
If the URL for accessing the Dynamics 365 web services is different than the URL for accessing the web UI, you may need to use this option to specify an override. When a user logs in, the system uses the discovery server to determine the web services endpoints but can only imply the URL used for the UI. This option can be used to specify what the URL should be when accessing the GUI.
If this is set to true, the system will use the embedded WPF
WebBrowsercontrol until the memory reaches a threshold, and then it will switch to launching the browser in an iexplorer.exe process and attach it to the window. Warning: This option is known to have some issues with security. If you want to activate this mode, it should be thoroughly tested in the target environment. This mode is considered unsupported.
Specify the value in bytes. This specifies the memory limit that the process can use (working set), before the application refuses to allocate additional browser instances. If this value is specified:
1. The OutOfMemoryThreshold option will be ignored.
2. If the AutoUseExternalBrowser option is true, the value specified in the MemoryLimit option will be the memory limit that will trigger the application to launch the browser externally.
This is a threshold value beyond which the application will refuse to allocate additional browser instances. This value is specified in bytes and is subtracted from the maxworkingset value to determine how much memory is allowed for the process. If the AutoUseExternalBrowser option is true, this will be the memory limit that will trigger the application to launch the browser externally.
Specifies the depth to which nesting of replacement parameters can be done in an expression. Specify an integer value for this option.
Consider the following example, where you have the following replacement parameters:
Str3 = "Level 3"
Str2 = "Level 2 – [[Str3]v]"
Str1 = "TopLevel – [[Str2]v]"
If you consider, the following expression:
Value = [[Str1]]
Valuewould result in
"TopLevel - Level 2 - Level 3".
In the above expression, the depth of the nesting of the replacement parameters is 2.
More information: Use replacement parameters to configure Unified Service Desk
Specify a custom URL for the generic listener port. More information: Change the port of generic listener
Specify whether to display (
True) or suppress (
False) script errors in webpages displayed in Unified Service Desk. If you don’t specify the
ShowScriptErrorsoption for a Dynamics 365 instance, the value is assumed to be
False, which implies that the script errors aren’t displayed in the client application.
Specify an integer value to override the default page count (records displayed per page) value of 50 for the DoSearch action.
Enables client caching in Unified Service Desk. More information: Configure client caching in Unified Service Desk
Indicates the maximum number of simultaneous sessions that each user can open using Unified Service Desk client. An error message is displayed to the users when they exceed the specified simultaneous session limit. More information: Session management in Unified Service Desk
Indicates the timeout period for the duration (in milliseconds) that the Unified Service Desk monitoring process (usdmp.exe) waits before terminating an unresponsive Internet Explorer process, which also causes Unified Service Desk to become unresponsive. Valid range is between 0 and 30000. If set to 0, the Unified Service Desk monitoring process will not start and will not monitor Unified Service Desk for unresponsive behavior. if set to any other value within the range, Unified Service Desk automatically starts the monitoring process. The default value is 5000 milliseconds (5 seconds). More information: IE Process hosting method
Enables the organization-wide setting that allows user agents to send improvement program information to Microsoft. More information: Help improve Unified Service Desk
For page and Standard Web Application components that use the IE Process hosting type, users can move out of the current IE Process hosted control by pressing the Alt+0 keys. If the Alt+0 key combination is assigned as a shortcut in another application, you can use the IEProcessKeyboardShortcut option in Unified Service Desk to assign a different key combination for moving out of a IE Process hosted control, such as Alt+r.
Note: We recommend that you do not include the CTRL key with the IEProcessKeyBoardShortcut because it can cause unexpected navigation in the Unified Service Desk client. This is a known issue with Windows Presentation Foundation.
By default, users press the Alt+1 keys to navigate through all active notifications. Unified Service Desk administrators can use the
PopupNavigationShortcutoption to assign a different key combination. More information: Configure notifications in Unified Service Desk
By default, users press the Ctrl+0 keys to navigate through all active panels. Unified Service Desk administrators can use the
PanelNavigationShortcutoption to assign a different key combination. More information: Keyboard shortcuts for panels
Recovers an unresponsive Internet Explorer webpage. By default, the
IEWebPageRecoveryis enabled. Set the value as false to disable the
IEWebPageRecovery. More information: Recover Internet Explorer process instance
Indicates the timeout period for the duration (in milliseconds) that the Unified Service Desk waits before displaying a message. The default value is 15000 (15 seconds). If set to 0, the Unified Service Desk disables the
IEWebPageInactivityTimeOut. More information: Recover Internet Explorer process instance
The keyboard shortcut enables you to terminate an unresponsive Internet Explorer webpage. Default keyboard shortcut is Ctrl+Alt+K. To change the default, enter in the form Key1+Key2+Key3. More information: Recover Internet Explorer process instance
Note: 1. The agent must use the keyboard shortcut as last option when the Unified Service Desk monitoring process fails to detect the unresponsive Internet Explorer process instance.
2. Using the keyboard shortcut may terminate any responsive Internet Explorer webpage, causing you to lose any unsaved work.
If this is set to true, you can experience enhanced performance of CRM entity page loading and faster inline navigation in Unified Service Desk. That is, the hosted control uses an Internet Explorer instance from the pool, which performs inline navigation. By default, the
InternetExplorerPoolingis disabled (false). More information: Performance enhancement for CRM entity page loads
This value is for Unified Service Desk to determine the batch size while fetching entity records from Dynamics 365 instance. The default value of the
TotalRecordCountLimitin Unified Service Desk and in MSCRM_CONFIG database is 5000. More information: Configure Unified Service Desk entities
TotalRecordCountLimitvalue must be equal to the value in MSCRM_CONFIG database.
2. You must not change the default value unless the MSCRM_CONFIG database administrator changes the value.
The close confirmation window prevents the accidental closure of Unified Service Desk. By default the option is enabled, and to disable the option, Unified Service Desk administrator must configure the
HideConfirmationDialogoption in Dynamics 365 and set the value to true. More information: Configure close confirmation window.
This option shows the feedback window to provide score and comments, and send it Microsoft. By default the option is enabled, and to disable the option, Unified Service Desk administrator must configure the
ShowNPSDialogoption in Dynamics 365 and set the value to false.
Others This option allows you to type one of the global options listed in this table that does not appear in the Global Options list.
Apart from these, the Options setting is also used to configure auditing and client caching in Unified Service Desk. More information: Configure auditing and diagnostics in Unified Service Desk and Configure client caching in Unified Service Desk