Hi All,
From my USD Project Implementation experience, I had collected snapshots of following errors which user randomly face, I am sharing the same with you as you possess great treasure of knowledge on Microsoft Unified Service Desk Application. If you ever face these application, can you please share your experience? I had added my comments to troubleshoot the same.
Version Details: CRM 2015 (On-Premise instance), USD Version 2.1.0.556
Error: 1
User at call centre randomly gets the below error.
Troubleshooting Process:
Go to Settings > Unified Service Desk > Options
Then I Click on “ClientCacheVersionNumber” & Update the same, Then I go to Go to Settings > Unified Service Desk > User Settings & also update the same“ClientCacheVersionNumber” for all the users added there.
Error 2:
Stop Running This Script:
Troubleshooting Process: Terminate the USD processes & multiple other IE Browser instances open outside the purview of USD application using Task Manager.
Error 3:
Leave this page or stay on this page error pop up: This is again a random error which user face while working on CRM records via USD applications.
Troubleshooting Process:
I had added following links: *.dynamics.com, *.live.com, *.microsoft.com to trusted sites but issue is not resolved completely still user face this error on random basis, may be its wrong to put it a USD specific issue.
Error 4:
We are facing below error in our USD application due to which user are not able to login the USD
Troubleshooting Process:
I have to reconfigure my USD application from scratch after all other attempts failed. I also find other aspect related to this error, this is due to “ClientCache” & when I reset by “ClientCacheVersionNumber”, the same problem is not reoccur.
Error 5:
When USD admin try to update or create any USD record such as hosted control, action call then they won’t be able to do same, this is again occur on random basis only.
Troubleshooting Process:
Didn’t get a logic to debug this issue completely but when I tried the same on Chrome or Mozilla browser some time I am able to edit or delete the same.
Error 6:
When a customer call land in USD then as per client’s business process NEW CASE form should open, you can notice in below screen shot 1 the name of session is “New Session”. But for case entity, I had chosen “case session” as a session name, which user found when open an existing case record as shown in screen shot 2.
Screen shot 1
Screen shot 2
Troubleshooting Process:
Still trying to find the logical answer for the same.
Error 7:
When I click on the Application buttons using USD application then same is not open on random basis as shown in the below screen shot “policynumber=&customerid=” i.e. policy number & customer id parameters is blank but the same is present on the CRM form.
Troubleshooting Process:
I had added the wait condition & problem was resolved.
Error 8:
User are not getting "Attach"& "Done" Button on Notes entity while accessing case entity CRM form via Microsoft Unified Service Desk Application, despite all the required privilege has been assigned as shown in below screen shot, This issues not exist on every users machine. Users who is not facing this issue have also assign the same privileges.
Following points to consider: a) User who are facing this issue, are able to get "Attach"& "Done" Button on Notes entity while creating NEW case entity Record but once the case form is saved the Attach & Done Button disappear, as mentioned before this is specifically related to few users only.
b.) IE Browser version is 11 for all the users.
,Troubleshooting Process:
Still trying to find the logical answer for the same, currently to add notes user have to Login to CRM via browser, which increases call center agent’s AHT accordingly.
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