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Manage global settings or options in Unified Service Desk

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Use the Options setting in Unified Service Desk (Settings > Unified Service Desk > Options) to manage global name or value pairs that are used by the Unified Service Desk components.

To manage Unified Service Desk options:

  1. Sign in to the Unified Service Desk Administrator app.

  2. In the site map under Advanced Settings, select Options.

  3. On the Active UII Options page, select New.

  4. Type the option name and corresponding value on the New Option page. Some options are available in the Global Options list and some options aren't displayed. To add an option that isn't listed, choose Others for the Global Option field, and enter the option. The following table describes the options that aren't displayed.

    Option name Value and description
    HideSessionCloseButton Set the value to True to hide the close button on the session tabs. If you use this option, you should plan to provide a button or some other method to close a session. You might call the CloseSession action on the Session Tabs hosted control to close the session.
    CRM UI Base Url If the URL for accessing Microsoft Dataverse is different from the URL for accessing the web UI, you might need to use this option to specify an override. When a user signs in, the system uses the discovery server to determine the web services endpoints but can only imply the URL used for the UI. This option can be used to specify what the URL should be when accessing the GUI.
    AutoUseExternalBrowser If this is set to True, the system will use the embedded WPF WebBrowser control until the memory reaches a threshold, and then it will switch to opening the browser in an iexplorer.exe process and attaching it to the window. Warning: This option is known to cause some issues with security. If you want to activate this mode, it should be thoroughly tested in the target environment. This mode is considered unsupported.
    MemoryLimit Specify a value in bytes. This specifies the memory limit that the process can use (its working set) before the application refuses to allocate additional browser instances. If this value is specified:

    1. The OutOfMemoryThreshold option will be ignored.
    2. If the AutoUseExternalBrowser option is true, the value specified for MemoryLimit will be the memory limit that will trigger the application to open the browser externally.
    OutOfMemoryThreshold This is a threshold value beyond which the application will refuse to allocate additional browser instances. This value is specified in bytes and is subtracted from the maxworkingset value to determine how much memory is allowed for the process. If the AutoUseExternalBrowser option is true, this will be the memory limit that will trigger the application to open the browser externally.
    MaxReplacementParameterDepth Specifies how deeply replacement parameters can be nested in an expression. Specify an integer value for this option.

    Consider an example where you have the following replacement parameters:

    Str3 = "Level 3"

    Str2 = "Level 2 – [[Str3]v]"

    Str1 = "TopLevel – [[Str2]v]"

    In this example, in the following expression:

    Value = [[Str1]]

    Value results in "TopLevel - Level 2 - Level 3".

    In the preceding expression, the depth of the nesting of the replacement parameters is 2.

    More information: Use replacement parameters to configure Unified Service Desk
    GenericListener Specify a custom URL for the generic listener port. More information: Change the port of generic listener
    ShowScriptErrors Specify whether to display (True) or suppress (False) script errors in webpages displayed in Unified Service Desk. If you don't specify the ShowScriptErrors option for the Dataverse instance, the value is assumed to be False, which implies that the script errors aren't displayed in the client application.
    EntitySearchPageCount Specify an integer value to override the default page count (records displayed per page) value of 50 for the DoSearch action.
    ClientCacheVersionNumber Enables client caching in Unified Service Desk.
    maxNumberOfSessions Indicates the maximum number of simultaneous sessions that each user can open with the Unified Service Desk client. An error message is displayed to users when they exceed the specified simultaneous session limit. More information: Session management in Unified Service Desk
    ProcessTerminationThreshold Indicates the timeout period for the duration (in ms) that the Unified Service Desk monitoring process (usdmp.exe) waits before terminating an unresponsive Internet Explorer process, which also causes Unified Service Desk to become unresponsive. Valid values range from 0 through 30,000. If this is set to 0, the Unified Service Desk monitoring process won't start and won't monitor Unified Service Desk for unresponsive behavior. If this is set to any other value within the range, Unified Service Desk automatically starts the monitoring process. The default value is 5,000 ms (5 seconds). More information: IE Process hosting method
    HelpImproveUSD Enables the organization-wide setting that allows user agents to send improvement program information to Microsoft. More information: Improve Unified Service Desk
    IEProcessKeyboardShortcut For page and standard web application components that use the IE Process hosting type, users can move out of the current IE Process hosted control by selecting Alt+0. If the Alt+0 key combination is assigned as a shortcut in another application, you can use the IEProcessKeyboardShortcut option to assign a different key combination for moving out of an IE Process hosted control, such as Alt+r.
    Note: We recommend that you not include the Ctrl key with the IEProcessKeyBoardShortcut option, because it can cause unexpected navigation in the Unified Service Desk client. This is a known issue with Windows Presentation Foundation.
    PopupNavigationShortcut By default, you can select Alt+1 to navigate through all active notifications. Unified Service Desk administrators can use the PopupNavigationShortcut option to assign a different key combination. More information: Configure notifications in Unified Service Desk
    PanelNavigationShortcut By default, you can select Ctrl+0 to navigate through all active panels. Unified Service Desk administrators can use the PanelNavigationShortcut option to assign a different key combination. More information: Keyboard shortcuts for panels
    IEWebPageRecovery This option recovers an unresponsive Internet Explorer webpage. By default, IEWebPageRecovery is enabled. Set the value to False to disable IEWebPageRecovery. More information: Recover Internet Explorer process instance
    IEWebPageInactivityTimeout Indicates the timeout period for the duration (in ms) that Unified Service Desk waits before displaying a message. The default value is 15,000 (15 seconds). If this is set to 0, Unified Service Desk disables the IEWebPageInactivityTimeout. More information: Recover Internet Explorer process instance
    On-DemandIETerminationShortcut Use a keyboard shortcut to terminate an unresponsive Internet Explorer webpage. The default keyboard shortcut is Ctrl+Alt+K. To change the default, enter it in the form Key1+Key2+Key3. More information: Recover Internet Explorer process instance
    Note:
    1. The agent must use the keyboard shortcut as a last option when the Unified Service Desk monitoring process fails to detect the unresponsive Internet Explorer process instance.
    2. Using the keyboard shortcut might terminate any responsive Internet Explorer webpage, causing you to lose unsaved work.
    InternetExplorerPooling If this is set to True, you can experience enhanced performance of CRM entity page loading and faster inline navigation in Unified Service Desk. That is, the hosted control uses an Internet Explorer instance from the pool, which performs inline navigation. By default, the InternetExplorerPooling is disabled (False). More information: Performance enhancement for loading the model-driven app pages
    TotalRecordCountLimit This value is for Unified Service Desk to determine the batch size while fetching entity records from the Dataverse instance. The default value of the TotalRecordCountLimit in Unified Service Desk and in the MSCRM_CONFIG database is 5,000. More information: Configure Unified Service Desk entities
    Note:
    1. The TotalRecordCountLimit value must be equal to the value in the MSCRM_CONFIG database.
    2. You must not change the default value unless the MSCRM_CONFIG database administrator changes the value.
    Others This option allows you to enter one of the global options listed in this table that doesn't appear in the Global Options list.

  5. Select Save.

Note

Apart from the settings described here, you can also use Options to configure auditing and client caching in Unified Service Desk. More information: Configure auditing and diagnostics in Unified Service Desk

See also

Improve Unified Service Desk by sending usage data
Understand Unified Service Desk