Deploy sample Unified Service Desk applications to CRM server using Package Deployer

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Unified Service Desk for Microsoft Dynamics CRM comes with four sample applications that you can use as the base for starting with your configuration of your agent application: Base, CRM 2013 SP1, CRM 2013 SP1 with Product Updates, and Knowledge Management. More information: Sample Unified Service Desk applications

These sample applications are bundled as packages that need to be deployed on a Microsoft Dynamics CRM instance before you can start working. After deployment, which is done by using Microsoft Dynamics CRM Package Deployer, the entities and custom code specific to Unified Service Desk become available in the CRM instance.

Important

  • Before deploying a Unified Service Desk package on a production instance, ensure that you test the package on a pre-production instance, preferably a mirror image of the production instance. Also, be sure to back up the production instance before deploying the package.

  • Only one Unified Service Desk package must be deployed in a CRM instance to avoid any loss or overlap of functionality. If you want to install another Unified Service Desk package, remove the existing one, and then install the other package. For information about removing an existing Unified Service Desk package, see Remove a sample Unified Service Desk package.

  • You can also use PowerShell cmdlets for CRM Package Deployer to deploy packages. More information: Deploy packages using the Package Deployer tool and Windows PowerShell

In This Topic

Deploy a sample Unified Service Desk package using Package Deployer

Post-deployment step for the CRM 2013 SP1 with Product Updates package

Remove a sample Unified Service Desk package

Troubleshoot package deployment issues using log files

Deploy a sample Unified Service Desk package using Package Deployer

  1. Download the Unified Service Desk package file (CRM2015-7.x.x-USD-PackageDeployer.exe) from the Microsoft Download Center, and save it on your computer.

  2. Run the downloaded file to extract the contents into a folder.

  3. After the files are extracted, the Package Deployer tool starts automatically. If it doesn’t, navigate to the <ExtractedFolder>\USDPackageDeployer folder, and double-click the PackageDeployer.exe file to run the Package Deployer tool.

  4. In the introduction screen of the Package Deployer tool, choose Continue.

  5. In the Connect to Microsoft Dynamics CRM screen, provide authentication details to connect to the CRM instance where you want to deploy the package. If you have multiple organizations, and want to select the organization where you want to deploy the Unified Service Desk package, select the Display list of available organizations check box. Choose Login.

    CRM authentication details login

  6. If you have multiple organizations and chose to select the organization that you want to connect to in the previous step, the next screen displays the list of organizations. Select a CRM organization to connect to, and proceed.

  7. On successful authentication, the next screen displays the packages available for deployment. Read the description to determine the package that you want to deploy, select the package, and then choose Next.

    Multiple Import Packages page

  8. The next screen displays detailed information about the selected package and the things that will be installed on your CRM instance. Review the information, and choose Next.

  9. The Ready to Install screen displays the package selected for deployment and name of the CRM organization where it will be deployed to. Review the information, and choose Next.

  10. The next screen displays the validation status of the package selected to be deployed. After the validation completes successfully, choose Next.

    Package validation results

  11. The next screen appears only if you selected the CRM 2013 SP1 or CRM 2013 SP1 with Product Updates package in step 7. If you selected the Base or Knowledge Management package in step 7, jump to the next step.

    In this screen, specify the location where you want to copy the files or assemblies that define the custom functionality implemented in the selected package. This is required for rendering the custom functionality in the Unified Service Desk client application. In this case, copy the files to the C:\USD folder. After completing the package deployment for CRM 2013 SP1 or CRM 2013 SP1 with Product Updates package, you must copy these files to the Unified Service Desk client application installation directory. For more information, see Copy files on the client for custom functionality. Choose Next.

    File location to copy files

    Important

    1. If you do not copy the files required for the custom functionality for the CRM 2013 SP1 or CRM 2013 SP1 with Product Updates package functionality, you will receive an error message stating that the controls could not be created while connecting to the package from the Unified Service Desk client, and anytime thereafter when the control is accessed in the client application.

    2. Ensure that you copy the files or assemblies required for the custom functionality on any additional computers where the Unified Service Desk client application is installed.

      • For a development or testing environment where there are fewer client applications installed, you can manually copy the file to the client installation directory. For information to do so, see Copy files on the client for custom functionality.

      • For a production environment where there is large number of client installations, you should consider bundling the files and assemblies together with the Unified Service Desk MSI installer to create an integrated Windows Installer or ClickOnce application, and then deploying it.

  12. The next page displays the package deployment status. You can choose the log link at the bottom-left corner of the screen to view the package deployment log file, PackageDeployer.log. For more information about logging, see Troubleshoot package deployment issues using log files later in this topic. A confirmation message is displayed on successful deployment of the package. Click Next.

    Package deployment status

  13. The next screen displays the name and information about the package that you just deployed. Review the information, and choose Finish to exit the Package Deployer tool.

Next steps

  • If you deployed the CRM 2013 SP1 or CRM 2013 SP1 with Product Updates package, copy the files or assemblies required for the custom functionality to the Unified Service Desk client installation directory. More information: Copy files on the client for custom functionality

  • If you deployed the CRM 2013 SP1 with Product Updates package, complete the steps in the following section.

Post-deployment step for the CRM 2013 SP1 with Product Updates package

If you have deployed the CRM 2013 SP1 with Product Updates package, you must manually activate the following records in the Service Management area (Settings > Service Management) that are created by the package:

Entity Records to be activated

Service Level Agreements
  • Premium Customer SLA

  • Woodgrove Default SLA

Set Woodgrove Default SLA as the default.

Entitlements
  • Premium Entitlement

  • Standard Entitlement

Activate each entitlement one at a time.

Routing Rule Sets

Routing Rule

Automatic Case Creation Rules

Email to Case Rule

The CRM 2013 SP1 with Product Updates package also creates sample queue, customer service schedule, and holiday schedule records.

Remove a sample Unified Service Desk package

When you deploy a sample Unified Service Desk package in a CRM organization, the following three managed solutions are created:

  • UiiforMicrosoftDynamicsCRM

  • DynamicsUnifiedServiceDesk

  • USD*<PackageName>*Customization, where <PackageName> is the name of the package that you deployed.

If you want to deploy another sample Unified Service Desk package, you must first remove these three solutions. To do this:

  1. Sign in to Microsoft Dynamics CRM.

  2. On the nav bar, choose Microsoft Dynamics CRM, and then choose Settings.

  3. Choose Settings > Solutions.

  4. On the Solutions page, select one of the solutions by choosing it, and then choose Delete. You are prompted to confirm uninstalling a managed solution. Choose OK to proceed.

    Note

    You can’t remove the UiiforMicrosoftDynamicsCRM solution before you remove the DynamicsUnifiedServiceDesk solution because some of the components in the DynamicsUnifiedServiceDesk solution depend on the components in the UiiforMicrosoftDynamicsCRM solution.

  5. After the solution is removed, repeat the steps for the other two solutions to delete them.

Troubleshoot package deployment issues using log files

The Package Deployer tool provides logging support to record detailed information about errors that can occur while signing in to the Microsoft Dynamics CRM instance using the tool and deploying packages. There are three log files generated by the tool that are available at the following location on the computer where you run the tool: c:\Users\<UserName>\AppData\Roaming\Microsoft\PackageDeployer\<Version>.

  • Login_ErrorLog.log: This provides information about the issues that occurred while signing in to the CRM instance using the tool. If there are any issues while signing in, a message appears on the sign-in screen of the tool with a link to this log file stating that an error occurred while processing the sign-in request and the user can view the error log. You can choose the link in the message to view this log file. The log file is created the first time you encounter any sign-in issues in the tool. Thereafter, the log file records information about any sign-in issues.

  • PackageDeployer.log: This provides detailed information about each task performed in the tool during the deployment of the packages. You can view the log file from the tool by choosing the View Log File link at the bottom of the screen.

  • ComplexImportDetail.log: This provides detailed information about the data imported in the last deployment using the tool. Each time you deploy a package using this tool, the existing details from the log file are moved to a file called CompelxImportDetail._old.log in the same directory, and the ComplexImportDetail.log file displays information about the latest import done using the tool.

See Also

Concepts

Copy files on the client for custom functionality
Install and deploy Unified Service Desk

Other Resources

Deploy packages using the Package Deployer tool and Windows PowerShell
MSDN: Unified Service Desk Developer Guide

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