Update Unified Service Desk solution


Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016

Read this topic only if you have an existing installation of Unified Service Desk from the previous release of Microsoft Dynamics 365, and want to update to the Microsoft Dynamics 365 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 the Unified Service Desk solution

Update Unified Service Desk solutions

Check if you need to update the Unified Service Desk solution

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 Dynamics 365 instance, navigate to Microsoft Dynamics 365 > 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






Update Unified Service Desk solutions

Before you update your Unified Service Desk solutions, ensure that the version of your Dynamics 365 on-premises organization is Microsoft Dynamics 365, CRM 2015, or CRM 2013 SP1.

  1. Download the Unified Service Desk package file (CRM2016-8.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 Dynamics 365 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, to the USDPackageDeployer\CRM2013SP1withProductUpdatesPackage folder if you have the CRM 2013 SP1 with Product Updates package, and USDPackageDeployer\ParatureKnowledgeManagementPackage folder if you have the Knowledge Management package.

  5. Sign in to Microsoft Dynamics 365.

  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 Dynamics 365 instance.

  9. The next page will display a yellow bar saying This solution package contains an update for a solution that is already installed. Review the information about the solution, and click Next.

  10. On the next page, select the Maintain customizations (recommended) option and ensure that the Enable any SDK message processing steps included in the solution check box is selected. Click Next.

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

  11. Repeat steps 7-10 for the DynamicsUnifiedServiceDesk_1_0_managed.zip file to update the DynamicsUnifiedServiceDesk solution in your Dynamics 365 instance.

    For detailed information about updating solutions in Dynamics 365, see Import, update, and export solutions.

  12. In Dynamics 365, verify the version numbers of the updated solutions with those listed in the table shown earlier to ensure they’re the latest versions.

  13. Close the browser instance, and sign in again to Dynamics 365 to see the new features in Unified Service Desk. More information:What's new in Unified Service Desk for administrators.

See Also

Connect to a Dynamics 365 instance using the Unified Service Desk client
Install, upgrade, and deploy Unified Service Desk
MSDN: Unified Service Desk Developer Guide

Unified Service Desk 2.0

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