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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Unified Service Desk -...
Microsoft Dynamics CRM (Archived)

Unified Service Desk - Open entity record from a phonecall

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Posted on by Community Member

Hello, 

I have a dashboard with phonecalls in my usd home page. When I open a record, i need my usd opens the phonecall record and the "from" record.

I have created an action call with this data:

CH: dashboard the CH where I show the dashboard

Data: 

LogicalName=[[phonecall.from.logicalName]] LogicalName could be contact, account or lead.
id=[[phonecall.from.id]]

Action: Open_CRM_Page

I have included this action on the dashboard BrowserDocumentComplete event, but anything happens, so I have created a navigation rule where I've included this action too.

When I execute the process, in the debugger I can see this:

Action Call# 1

Origen:Window Route(Llamadas de telefono. Cuadro de mando)
Nombre:Mostrar registro desde cuadro de mando
Aplicación:Dashboard
Acción:Open_CRM_Page
Datos de acción:LogicalName=account
id=3A8ED303-E003-E711-8101-5065F38B4651
Parámetros:"url"="https://***.crm4.dynamics.com/main.aspx?etc=4210&extraqs=%3fetc%3d4210%26id%3d%257b8D5B3E13-7A35-E711-8105-5065F38B03B1%257d&histKey=31967317&newWindow=true&pagetype=entityrecord"

Condición:
Resultado de la condición:Success
======================================================================

It seems like it works fine, but the record is not oppened. 

Could someone help me? I don't find the error.

Thank you"

*This post is locked for comments

  • Community Member Profile Picture
    Community Member on at
    RE: Unified Service Desk - Open entity record from a phonecall

    Hello,

    thank you for your answer!

    I have the WNR configured as you mentioned. On the WNR actions, I have an action call with the ExecuteOnDataAvailable event, and then, in the action call subactions, I have the Open_CRM_Page action call.

    When I try the program, it open the phonecall, and, then, it execute the Open_CRM_page action before the ExecuteOnDataAvailable action, so it don't find the parameters. 

    I don't understand why USD executes the actions in this order, because I have the Open action like a ExecuteOnDataAvailable subaction.

    2017_2D00_07_2D00_17-08_5F00_35_5F00_31_2D00_Contact-Center-Helena.png

    I have tried doing it like you say, adding the action call into the BrowserDocumentComplete phonecall CH, but it doesn't work.

    I can't see which could be the error.

  • Suggested answer
    ansrikanth Profile Picture
    ansrikanth 3,115 on at
    RE: Unified Service Desk - Open entity record from a phonecall

    You need to use a window navigation rule to open the Phone call from Dashboard in to a Tab. Didn't understand how exactly your WNR are configured as you mentioned it in non-english, but you should make sure that the WNR action is "RouteWindow" and mention target tab as Phonecall. On PhoneCall's browser document completed, Add an action call which opens the FROM record of Phone call.

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