Extend Unified Service Desk
Overview of extensibility
This section provides information on how you can use the User Interface Integration (UII) components to extend Unified Service Desk to integrate with external applications, web applications, and computer telephony integration (CTI) systems. It also provides information on how to customize Unified Service Desk by developing custom hosted controls and panel layouts.
Unified Service Desk provides you with a host of Visual Studio project templates that you can use to create a UII application adapter, a UII web adapter, a UII customer search control (Windows Forms and Windows Presentation Foundation (WPF)), a UII hosted control (Windows Forms and WPF), a UIICTI adapter, a custom Unified Service Desk hosted control, and a custom panel layout.
You can get the project templates by downloading the CRM SDK Templates from the Visual Studio gallery, and double-clicking the CRMSDKTemplates.vsix file to install the templates in Visual Studio.
Note
The templates work with Visual Studio 2012, Visual Studio 2013, or Visual Studio 2015. Additionally, you must have NuGet Package Manager for Visual Studio 2012, Visual Studio 2013, or Visual Studio 2015.
For information about the UII concepts that you must know to extend Unified Service Desk, see Unified Service Desk and the UII framework.
In This Section
Integrate with external application and web application
Integrate with CTI applications
Integrate with Citrix applications
Use custom hosted control in Unified Service Desk
Use custom panel types and panel layouts
Use custom listeners for auditing, diagnostics and traces
Reuse Entity Search definition in your custom code
Debug your custom code for Unified Service Desk
Reference
Unified Service Desk Team Blog