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Unified Service Desk and Windows Navigation rule not triggered

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Posted on by Srinivas Naidu 185

Hi All,

Following Neil's blog(https://neilparkhurst.com/2015/12/01/usd-window-navigation-rules/), I have configured something similar for a requirement and have an issue.
Here is the configuration that I have done.
In Agent Script, I am triggering a search for work order related to the contact.
The search is returning the result as expected. Single Work Order with required details.
In the search, I have configured a windows navigation rule as follows:
Order: 2
From search: WorkOrder Search
Entity: msdyn_workorder
Route Type: Onload
Destination: Tab
Field: [[WorkOrder Search.Id]]
Action: Route Window
Target Tab: WorkOrder Page
Show Tab: WorkOrder Page
Hide Navigation bar: Yes

This rule is not triggering when checked in Debugger.
The WorkOrder Page is a hosted control created by me. I changed it to be a global application as well, but still not working.
I tried to create a duplicate navigation rule as well, with Unified Interface Page as well, but that is also not triggering.

Any inputs on why the windows navigation rule is not triggered? and How to fix it will be of great help.

Regards,

Srini

  • Srinivas Naidu Profile Picture
    Srinivas Naidu 185 on at
    RE: Unified Service Desk and Windows Navigation rule not triggered

    What I did to overcome this obstacle is:

    Create an action call to invoke the CRM Global Manager and Open the Work Order Page.

    It is working now, it is a work around instead of the Windows Navigation rule.

  • Srinivas Naidu Profile Picture
    Srinivas Naidu 185 on at
    RE: Unified Service Desk and Windows Navigation rule not triggered

    Thanks Praveen, tried that as well.

  • thonda Profile Picture
    thonda on at
    RE: Unified Service Desk and Windows Navigation rule not triggered

    Hi Srinivas,

    If your are using USD configuration record, then please ensure that this navigation rule, action call, hosted control all are added configuration.

    Also can you give a try with RouteType as Popup as well once!

    Regards,

    Praveen T

  • Srinivas Naidu Profile Picture
    Srinivas Naidu 185 on at
    RE: Unified Service Desk and Windows Navigation rule not triggered

    I have also used the Microsoft URL along with the blog as reference: docs.microsoft.com/.../use-window-navigation-rules-unified-service-desk

    Any inputs how to fix the issue?

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