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Update Unified Service Desk

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Read this topic only if you have an existing installation of Unified Service Desk from the previous release of Microsoft Dynamics CRM, and want to update to the Microsoft Dynamics CRM 2015 release.

If you’re installing Unified Service Desk for the first time, you can skip this topic.

In This Topic

Check if you need to update Unified Service Desk

Update Unified Service Desk solutions

Update the Unified Service Desk client

Check if you need to update Unified Service Desk

If you’re unsure whether you need to update your Unified Service Desk installation, check the following versions to be sure.

Check the Unified Service Desk solution version

In your CRM instance, navigate to Microsoft Dynamics CRM > Settings > Solutions. If the version numbers of the solutions match those in the table, you have the latest version of Unified Service Desk, and don’t need to update.

Solution name Version

UiiForMicrosoftDynamicsCRM2011

3.2.0.xxx

DynamicsUnifiedServiceDesk

1.2.0.xxx

Check the Unified Service Desk client version

The latest version of the Unified Service Desk client application is 1.2.0.0.

You can check the client application version in the Programs and Features dialog box (Control Panel > Programs > Programs and Features) in Windows. If you have the latest version of the Unified Service Desk client application installed, you don’t need to update.

Update Unified Service Desk solutions

Before you update your Unified Service Desk solutions, ensure that the version of your CRM on-premises organization is CRM 2015 or CRM 2013 SP1.

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

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

  3. After the files are extracted, if the Package Deployer tool starts automatically, close it.

  4. In the extracted folder, locate the following two solution files in the USDPackageDeployer\<PackageName> folder, where <PackageName> is the name of the Unified Service Desk package you currently have installed in your CRM instance:

    • UiiForMicrosoftDynamicsCRM_3_0_managed.zip

    • DynamicsUnifiedServiceDesk_1_0_managed.zip

    For example, if you currently have Base package installed, you must navigate to the USDPackageDeployer\BasePackage folder to find the solution files for updating. Similarly, navigate to the USDPackageDeployer\CRM2013SP1Package folder if you have the CRM 2013 SP1 package and to the USDPackageDeployer\CRM2013SP1withProductUpdatesPackage folder if you have the CRM 2013 SP1 with Product Updates package.

  5. Sign in to Microsoft Dynamics CRM.

  6. Go to Settings > Solutions. (How do I get there?)

  7. On the Actions toolbar, click Import.

  8. Browse to the UiiForMicrosoftDynamicsCRM_3_0_managed.zip file in the appropriate folder as explained in step 4, and select to import it to update the existing solution in your CRM instance.

    After the solution import completes successfully, the UiiForMicrosoftDynamicsCRM2011 solution is updated.

  9. Repeat steps 7 and 8 for the DynamicsUnifiedServiceDesk_1_0_managed.zip file to update the DynamicsUnifiedServiceDesk solution in your CRM instance.

    For detailed information about importing solutions, see Import a solution.

  10. In CRM, verify the version numbers of the updated solutions with those listed in the table shown earlier to ensure they’re the latest versions.

  11. Close the browser instance, and sign in again to CRM to see the new features in Unified Service Desk. More information: What's new in Unified Service Desk for administrators.

Update the Unified Service Desk client

  1. Exit the existing Unified Service Desk client application, if running.

  2. Download the appropriate Unified Service Desk client setup file (.exe), and save it on your computer:

    • For 32-bit versions of Windows, download the UnifiedServiceDesk-i386.exe file.

    • For 64-bit versions of Windows, download the UnifiedServiceDesk-amd64.exe file.

  3. Double-click the downloaded file to extract the setup contents into a folder.

  4. After the files are extracted, the Unified Service Desk client installer starts automatically. If it doesn’t, navigate to the extracted folder and run the SetupUnifiedServiceDesk.exe file to begin the installation.

  5. Follow the onscreen prompts to update the Unified Service Desk client application.

  6. After the installation is complete, check the client application version in the Programs and Features dialog box (Control Panel > Programs > Programs and Features) to ensure that the version is 1.2.0.0.

    Run the Unified Service Desk client, and connect to the CRM instance where the latest Unified Service Desk package is deployed to verify if it runs successfully. More information: Connect to a CRM instance using the Unified Service Desk client

See Also

Concepts

Connect to a CRM instance using the Unified Service Desk client
Install and deploy Unified Service Desk

Other Resources

MSDN: Unified Service Desk Developer Guide

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