Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer Service forum / CTI Search with Impers...
Customer Service forum

CTI Search with Impersonation

(0) ShareShare
ReportReport
Posted on by Tiago Freitas 80

Hi all,

To understand my question I'd like to give some background on what I'm currently developing.

On my Unified Service Desk, when a call arrives there is a Window Navigation Rule that makes a CTI Search.

This CTI Search is customized to find the Contact not by the "Caller number", but by a Customized field.

This customized field is protected by Field Security Profile and the End User doesn't have permission to access this field.

This means that when a Call arrives, as USD is executed with the permissions of the End User, the CTI Search will never find the Contact.

Is there a way to impersonate the CTI Search and make USD able to find the Contact to load on the Session?

Thanks

Categories:
Unified Service Desk
  • Tiago Freitas Profile Picture
    Tiago Freitas 80 on at
    RE: CTI Search with Impersonation

    Hi David, thanks for your reply!

    It is necessary as this field contains sensitive customer data.

    One approach that was suggested to me as a workaround is to create another field in the same entity which will contain a hashed version of the data. Whenever a new record is created, this field will be populated automatically.

    Then on USD I will execute the CTI Search using the hashed value as a filter.

    I've made a little proof of concept with this approach and it worked fine. I'm still thinking on this solution but this might be an option.

  • David Jennaway Profile Picture
    David Jennaway 14,065 on at
    RE: CTI Search with Impersonation

    I don't think there's any way to use impersonation here (and if there were there would be no way to secure it). Is it really necessary to not allow users to read this field ?

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Coming on 11/8!

In our never-ending quest to help the Dynamics 365 Community members get answers faster …

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard > Customer Service

Last month Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans