Walkthrough 4: Display a record in a session in your agent application

This walkthrough demonstrates how to display records in a session in your agent application using window navigation rules and session controls in Unified Service Desk. It also demonstrates the use of replacement parameters to dynamically display the name of the hosted control based on the currently displayed account record. This walkthrough is built on top of the previous walkthrough, Walkthrough 3: Display records in your agent application, to display an account record in a session when you click on one of the accounts in the Account search result window.

Prerequisites

In This Walkthrough

Step 1: Create a session-scoped hosted control to display account record in a session

Step 2: Configure the event to close the hosted control from where the search originated

Step 3: Create a Session Tabs hosted control

Step 4: Create a window navigation rule to display the account record in a session

Step 5: Add the controls to the configuration

Step 6: Test the application

Conclusion

Step 1: Create a session-scoped hosted control to display account record in a session

In this step, you’ll create a session-scoped hosted control to display an account record in a session.

  1. Sign in to the Common Data Service platform.

  2. Go to Settings > Unified Service Desk.

  3. Click Hosted Controls.

  4. Click New.

  5. On the New Hosted Control page, specify the following values.

    Field Value
    Name Contoso Account Session
    Display Name [[account.name]] Note: We will use replacement parameter to dynamically display the name of the selected account as hosted control display name.
    USD Component Type CRM Page
    Allow Multiple Pages No
    Hosting Type Internal WPF
    Application is Global Not checked Note: This ensures that the hosted control is session-scoped, that is, only displayed in a session.
    Display Group MainPanel

    Create a session-scoped hosted control

  6. Click Save.

Step 2: Configure the event to close the hosted control from where the search originated

In this step, you’ll configure the BrowserDocumentComplete event on the Contoso Account Session hosted control so that when it’s loaded, the parent hosted control from where the user clicked to open the account, Contoso Accounts Search, is closed. The Contoso Accounts Search hosted control was created in Walkthrough 3: Display records in your agent application. This is done to ensure that the user can’t open other account information in the same session tab.

  1. On the nav bar, click the down arrow next to the Contoso Account Session hosted control, and click Events.

    Configure events for a hosted control

  2. On the events page, click BrowserDocumentComplete.

  3. On the BrowserDocumentComplete page, click + in the Active Actions area to add an action call to the event.

  4. In the search box, click the search icon or press ENTER, and then click New in the lower-right corner of the search results box.

    Add an action call to an event

  5. On the New Action Call page, specify the following values.

    Field Value
    Name Contoso Action Call: Close Accounts Search
    Hosted Control Contoso Account Search
    Action Close

    Create an action call in Unified Service Desk

  6. Click Save to add the action call to the BrowserDocumentComplete event.

Step 3: Create a Session Tabs hosted control

To display records in sessions in your agent application, an instance of the Session Tabs type of hosted control must be configured in your agent application.

  1. On the hosted control page, click New.

  2. On the New Hosted Control page, specify the following values.

    Field Value
    Name Contoso Session Tab
    USD Component Type Session Tabs

    Create a Session Tabs hosted control

  3. Click Save.

Step 4: Create a window navigation rule to display the account record in a session

In this step, you’ll create a window navigation rule that displays the record in a session when the user clicks on any of the accounts in the search results window.

  1. Sign in to the Common Data Service platform.

  2. Go to Settings > Unified Service Desk.

  3. Click Window Navigation Rules.

  4. Click New.

  5. On the New Window Navigation Rule page, specify the following values.

    Field Value
    Name Contoso Account Session Rule
    Order 5
    From Contoso Accounts Search
    Entity account
    Route Type Popup
    Destination Tab
    Action Create Session
    Target Tab Contoso Account Session
    Show Tab Contoso Account Session
    Hide Command Bar No
    Hide Navigation Bar Yes

    Create a window navigation rule

  6. Click Save.

Step 5: Add the controls to the configuration

In this step, you’ll add the action call, event, hosted controls, and window navigation rule configured in this walkthrough to Contoso Configuration to display these controls to the user who is assigned to the configuration. Contoso Configuration was created in Walkthrough 1: Build a simple agent application.

Add the following to Contoso Configuration.

Control name Control type
Contoso Action Call: Close Accounts Search Action call
BrowserDocumentComplete Event for the Contoso Account Session hosted control
Contoso Account Session Hosted Control
Contoso Session Tab Hosted Control
Contoso Account Session Rule Window navigation rule

To add a control to the configuration:

  1. Sign in to the Common Data Service platform.

  2. Go to Settings > Unified Service Desk.

  3. Click Configuration.

  4. Click Contoso Configuration to open the definition.

  5. On the nav bar, click the down arrow next to Contoso Configuration, and select Action Calls.

  6. On the next page, click Add Existing Action Call, type “Contoso Action Call: Close Accounts Search” in the search bar, and then press ENTER or click the search icon.

  7. In the search result box, click the action call to add it to Contoso Configuration.

  8. Similarly, add the event, hosted controls and window navigation rule by clicking the down arrow next to Contoso Configuration, and clicking Events Hosted Controls and Window navigation Rules respectively.

  9. Click Save.

Step 6: Test the application

  1. Start the Unified Service Desk client application, and sign in to the Common Data Service platform instance where you configured Unified Service Desk by using the same user credentials that is assigned to Contoso Configuration in Walkthrough 1: Build a simple agent application. For information about connecting to the Common Data Service platform instance using the Unified Service Desk client application, see Connect to CRM instance using the Unified Service Desk client.

  2. To display the account records from your Common Data Service platform instance, click the down arrow next to the Search button in the toolbar, and then click Account.

  3. Click any of the account records to display the respective account information in a session; the information is displayed under a session tab. Note that the name of the hosted control tab that contains the account record automatically displays the account name because earlier you used replacement parameters to dynamically display the current account name instead of a static value.

    Account record displayed in a session

  4. If you open another account record, it will be displayed in another session in your client application. To open another account, click the down arrow next to the Search button, click Account, and then click an account name to display the account information in another session.

    Multiple sessions in Unified Service Desk

Conclusion

In this walkthrough, you learned how to use the session hosted control and window navigation rules to display records in a session in your agent application. You also learned how to filter access to Unified Service Desk controls using configuration.

Note

Try the next walkthrough to present enhanced session information in your agent application: Walkthrough 5: Display enhanced session information by displaying session name and overview data.

See also

Walkthrough 1: Build a simple agent application

Walkthrough 2: Display an external webpage in your agent application

Walkthrough 3: Display records in your agent application

Walkthrough 6: Configure the Debugger hosted control in your agent application

Walkthrough 7: Configure agent scripting in your agent application

Unified Service Desk Configuration Walkthroughs