Lots of General Questions Regarding USD?

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Hi Everyone,

At work, we are going to try to start to start using USD as an IT help desk. Until then, we've got to work out all the kinks and learn more about the product. So, with that being said, my questions are...

Where is the proper place to start a case in USD?

Should the script area show up blank when I'm in the call center ? Please see attached photo.

Under service -> in case --> the notes section of the conversation tab is disabled - how can I enable it?

Also, I went to update USD - to the newest version and at one step during the implementation, I'm prompted with "copy the files or assemblies that define the custom functionality implemented in the CRM 2013 SP1 or CRM 2013 SP1 with Product Updates package. These files are required to upgrade the existing sample controls, and must copy these files to the Unified Service Desk client application installation directory after you complete the solutions and client update". What exactly are the files and which folder can they be found in?

Thanks!

Kimberly

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RE: Lots of General Questions Regarding USD?

Hi Kim,

Could you please share how the issue is resolved and findings for the benefit of the MSD community.

best wishes,

harihar
Wayne Walton 13,728 on at

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RE: Lots of General Questions Regarding USD?

I think you might want to escalate to Microsoft on this one. Something funky happened somewhere, and I would be concerned about it. Especially since this sounds like this is your production CRM environment.

Once this is sorted out, I would very strongly recommend standing up a new CRM for USD testing and development. Once you have the USD 100% where you want it, then you can use the deployment tool we've discussed to push it to your production environment.
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RE: Lots of General Questions Regarding USD?

Unhandled Exception: System.ServiceModel.FaultException`1[[Microsoft.Xrm.Sdk.OrganizationServiceFault, Microsoft.Xrm.Sdk, Version=6.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35]]: solution With Id = 479d2c8d-0ba0-4459-b3b4-113f98c9d298 Does Not ExistDetail:

<OrganizationServiceFault xmlns:i="www.w3.org/.../XMLSchema-instance" xmlns="schemas.microsoft.com/.../Contracts">

<ErrorCode>-2147220969</ErrorCode>

<ErrorDetails xmlns:d2p1="schemas.datacontract.org/.../System.Collections.Generic" />

<Message>solution With Id = 479d2c8d-0ba0-4459-b3b4-113f98c9d298 Does Not Exist</Message>

<Timestamp>2015-02-02T13:52:51.4259294Z</Timestamp>

<InnerFault i:nil="true" />

<TraceText i:nil="true" />

</OrganizationServiceFault>

That's the issue file.
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RE: Lots of General Questions Regarding USD?

Also, I want to add that this solution - Uii for Microsoft Dynamics..._imp_holding will not let me delete itself form my solutions. Definitely found that odd.
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RE: Lots of General Questions Regarding USD?

As far as I know ( I wasn't apart of the original deployment), no. Is there a way I can check? This is the default solution straight from Microsoft - I did delete the solution and try to reimport though. In this CRM org we have 50000 leads, opportunities, and custom entities so I'm afraid of losing everything.
Wayne Walton 13,728 on at

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RE: Lots of General Questions Regarding USD?

So the error is "Translated labels for the following languages could not be imported because they have not been enabled for this organization". Which means there's a lot of language stuff going on. Did you install multiple language packs into your Dynamics CRM deployment? Is this solution just the default solution that comes with USD, or did you export and try to reimport?

If there is nothing else of importance in that CRM org, I would start with a fresh CRM org from the Deployment Manager and install USD fresh. I honestly am not sure where you got to where you are, so beginning at the beginning might be best.
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RE: Lots of General Questions Regarding USD?

Wayne,

I can't thank you enough for all of your help! I thought that it shouldn't matter, but since I couldn't get the file to upload correctly I started second guessing myself. Anyway, here's the link to dropbox... https://www.dropbox.com/s/id09mft2s058q3t/importlog_UiiForMicrosoftDynamicsCRM2011_3_0_1_123.xml?dl=0

Thanks again!
Kimberly
Wayne Walton 13,728 on at

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RE: Lots of General Questions Regarding USD?

Kimberly, USD doesn't actually install much in the way of your local system. It's encapsulated to the folder you stick it in, which is nice, because it's portable. That also means that it should not affect other parts of your system, and removing USD from a given computer is as simple as deleting that folder.

However, that's the client side. The CRM side are the solutions on the server. These are completely separate, and only touch the CRM server. That looks to be the solution error you're getting in the top picture. You see the button that says "download log file"? Click that and save the Excel document that you get out of that. If you can stick that on OneDrive or Dropbox and link it here, I can tell you exactly what error you're getting with your solution.

To recap: you don't need to system restore on your machine, just delete the USD folder to remove it. Link me the error log and we can move forward from there. :)
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RE: Lots of General Questions Regarding USD?

Hi Wayne,

Sorry I confused you. Since USD didn't reinstall correctly, I tried to erase everything USD related on my computer - so I could start over with a clean start. Once it was erased - I tried to follow your steps to properly installing USD. When I went to import the User interface, this message occurs.

Since I figured I might have messed up something "important", I did a system restore for yesterday, and received this message.

Every system restore I would try ended up the same. So now I'm at a loss as to what's the next step.

I clearly deleted something that didn't want to leave!

Thanks,

Kimberly
Wayne Walton 13,728 on at

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RE: Lots of General Questions Regarding USD?

Can you post the exact error, and what you're doing to get the error? I'm not sure I understand exactly what you're saying is wrong.