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It is common to want to use cases within Unified Service Desk (USD), in this post I will explain how to create a toolbar to support creating and viewing cases from an account or contact.
I am assuming a reasonable knowledge of Unified Service Desk in this post. Sorry! If you need any additional input on any of the steps described please refer to my numerous other posts on learning USD. J
I am also assuming that you already have the logic in place to create a session on account or contact. And that you have a navigation toolbar in that session. Again refer to my previous posts it you need to put those steps in place first.
I am going to write this post from the point of view of cases for contacts. But I hope you will be able to see how to adapt for accounts, should you also require that.
The end result I am looking for is to have a cases button “menu” on contact (and account) that will allow me to view the associated cases for the contact and when needed create a fresh one. In my screen shot you can see that my USD has multiple other buttons. You can ignore these for now! We are just looking at the spanner today!
The steps involved are pretty generic to most Unified Service Desk configurations;
STEP ONE – Create some hosted controls.
You’re going to need (if you haven’t already got) two hosted controls.
HOSTED CONTROL ONE – Associated Cases
This hosted control will hold the associated view of cases. It can be “re-used” for both accounts and contacts. If you are implementing this logic on both.
HOSTED CONTROL TWO – Incident
You could call your hosted control “Case” if you prefer. Don’t you just hate how inconsistent the naming of cases / incident is!!
Things to note here include;
STEP TWO – Create Some Actions.
You’ll need two actions, one to trigger create of a new case and one to allow viewing of existing cases.
ACTION ONE – Create new case
Things to note include;
ACTION TWO – Associated Cases View
This next action is used to trigger the display of the associate cases. Things to note include;
Understanding the detail of how the data portion working in associated views might be possible. In this post I describe how to find the correct values for tabset and ID.
STEP THREE – Create some toolbar buttons.
As I said in my opening, I am going to assume you know how toolbars work. And that you’ve already got a navigation toolbar on contact.
First of all I created a toolbar button called “cases”.
Tip, I found the spanner ICON is the CRM SDK and loaded it as a web resource. If you search the SDK for “ico_16_112” you will find this image.
If you don’t want to use the spanner icon, instead of setting the image. Simply set button text to “Cases”.
Having saved my button I used the ribbon navigation to add toolbar buttons. As I wanted “New Case” and “View Cases” to be a menu below my spanner icon.
I used the toolbar buttons option to add two buttons are shown below;
My view cases button looked like the one below. You can see that I have added the action we just created to view the associated cases.
My new cases button looked like the one below. You can see that I have added the action we just created to create a new case.
STEP FOUR – Create some Window Navigation Rules
Actually at this point your solution is probably already working, maybe try it now.
What you might find however is that when you click on cases they don’t open in a fresh tab, assuming your tabs aren’t opening in suitable locations you are going to need to add some windows navigation rules.
SO, having tested your application you may wish to create one or more navigation rules similar to the one below.
Tip / Note: I have found that the behaviour different people like based on the navigation rules is sometimes a personal preference. I am simply showing an example approach here. You may wish to tweak to fit with the navigation you have created in your own application.
You can see that this rule is called when the incident entity is opened from the associated cases tab.
The route type is “Popup” and action is “Route Window”, this has the effect of opening a fresh tab within the current session.
I’ve set the hide navigation toolbar to “Yes”. This is personal preference but I like to restrict navigation as much as possible as (in my opinion) this creates a cleaner interface for the user.
Here I have a condition that detects if the current context is a contact. You may need this if you wish to have varying behaviour for your account or contact session. I’d be tempted to first try this rule without the condition.