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:

  1. Sign in to Dynamics 365 for Customer Engagement apps.

  2. Go to Settings > Unified Service Desk.

  3. Choose Options.

  4. On the Active UII Options page, click New.

  5. 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
HideSessionCloseButton 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 for Customer Engagement apps 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.
AutoUseExternalBrowser If this is set to true, the system will use the embedded WPF WebBrowser control 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.
MemoryLimit 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.
OutOfMemoryThreshold 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.
MaxReplacementParameterDepth 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]]

Value would 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
GenericListener Specify a custom URL for the generic listener port. More information: Change the port of generic listener
ShowScriptErrors Specify whether to display (True) or suppress (False) script errors in webpages displayed in Unified Service Desk. If you don’t specify the ShowScriptErrors option for a Customer Engagement instance, the value is assumed to be False, which implies that the script errors aren’t displayed in the client application.
EntitySearchPageCount Specify an integer value to override the default page count (records displayed per page) value of 50 for the DoSearch action.
ClientCacheVersionNumber Enables client caching in Unified Service Desk. More information: Configure client caching in Unified Service Desk
maxNumberOfSessions 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
ProcessTerminationThreshold 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
HelpImproveUSD Enables the organization-wide setting that allows user agents to send improvement program information to Microsoft. More information: Help improve Unified Service Desk
IEProcessKeyboardShortcut 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.
PopupNavigationShortcut By default, users press the Alt+1 keys to navigate through all active notifications. Unified Service Desk administrators can use the PopupNavigationShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PanelNavigationShortcut By default, users press the Ctrl+0 keys to navigate through all active panels. Unified Service Desk administrators can use the PanelNavigationShortcut option to assign a different key combination. More information: Keyboard shortcuts for panels
IEWebPageRecovery Recovers an unresponsive Internet Explorer webpage. By default, the IEWebPageRecovery is enabled. Set the value as false to disable the IEWebPageRecovery. More information: Recover Internet Explorer process instance
IEWebPageInactivityTimeOut 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
On-DemandIETerminationShortcut 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.
InternetExplorerPooling 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 InternetExplorerPooling is disabled (false). More information: Performance enhancement for CRM entity page loads
TotalRecordCountLimit This value is for Unified Service Desk to determine the batch size while fetching entity records from Customer Engagement instance. The default value of the TotalRecordCountLimit in Unified Service Desk and in MSCRM_CONFIG database is 5000. More information: Configure Unified Service Desk entities
Note:
1. TotalRecordCountLimit value 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.
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.
Option Name Value and Description
HideSessionCloseButton 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 for Customer Engagement apps 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.
AutoUseExternalBrowser If this is set to true, the system will use the embedded WPF WebBrowser control 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.
MemoryLimit 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.
OutOfMemoryThreshold 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.
MaxReplacementParameterDepth 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]]

Value would 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
GenericListener Specify a custom URL for the generic listener port. More information: Change the port of generic listener
ShowScriptErrors Specify whether to display (True) or suppress (False) script errors in webpages displayed in Unified Service Desk. If you don’t specify the ShowScriptErrors option for a Customer Engagement instance, the value is assumed to be False, which implies that the script errors aren’t displayed in the client application.
EntitySearchPageCount Specify an integer value to override the default page count (records displayed per page) value of 50 for the DoSearch action.
ClientCacheVersionNumber Enables client caching in Unified Service Desk. More information: Configure client caching in Unified Service Desk
maxNumberOfSessions 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
ProcessTerminationThreshold 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
HelpImproveUSD Enables the organization-wide setting that allows user agents to send improvement program information to Microsoft. More information: Help improve Unified Service Desk
IEProcessKeyboardShortcut 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.
PopupNavigationShortcut By default, users press the Alt+1 keys to navigate through all active notifications. Unified Service Desk administrators can use the PopupNavigationShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
PanelNavigationShortcut By default, users press the Ctrl+0 keys to navigate through all active panels. Unified Service Desk administrators can use the PanelNavigationShortcut option to assign a different key combination. More information: Keyboard shortcuts for panels
IEWebPageRecovery Recovers an unresponsive Internet Explorer webpage. By default, the IEWebPageRecovery is enabled. Set the value as false to disable the IEWebPageRecovery. More information: Recover Internet Explorer process instance
IEWebPageInactivityTimeOut 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
On-DemandIETerminationShortcut 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.
InternetExplorerPooling 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 InternetExplorerPooling is disabled (false). More information: Performance enhancement for CRM entity page loads
TotalRecordCountLimit This value is for Unified Service Desk to determine the batch size while fetching entity records from Customer Engagement instance. The default value of the TotalRecordCountLimit in Unified Service Desk and in MSCRM_CONFIG database is 5000. More information: Configure Unified Service Desk entities
Note:
1. TotalRecordCountLimit value 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.
HideConfirmationDialog 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 HideConfirmationDialog option in Dynamics 365 for Customer Engagement and set the value to true. More information: Configure close confirmation window.
ShowNPSDialog 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 ShowNPSDialog option in Dynamics 365 for Customer Engagement and set the value to false.
EdgeSingleProcess This option combines all the processes with different domains in a single process at the run-time. Set True to enable this option.
Note:
If you set the value as False or leave the field blank, the option will be disabled.

More information: Edge process
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.
  1. Click Save.

Note

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

See also

Configure client caching in Unified Service Desk

Help improve Unified Service Desk by sending usage data

Understand Unified Service Desk concepts

Performance data collection using keyboard shortcut

Recover Internet Explorer process instance

Performance enhancement for CRM entity page loads

Configure Unified Service Desk entities