unsupported customization explanation RRS feed

  • Question

  • Hello, one challenge on a CRM project is explaining why certain changes in CRM are "unsupported."  My general explanation of this concept is that unsupported changes are not guaranteed to work and may break on a future rollup.  Do you have a more articulate or complete explanation of what "unsupported customization" means in CRM?  Also, do you have a good url that you have found useful to forward to people who challenge the concept of an "unsupported customization"?

    I remember when I first started working on CRM I hid a ribbon button using jQuery and a more experienced CRM developer told me that change was unsupported.  My logic was that clearly the change worked so wtf did he mean that the implementation was "unsupported". Of course, now I understand what that means and I have to explain this concept to others.

    Based on my experience learning CRM I can understand why customers with a development background may challenge the concept of an implementation being "unsupported" in CRM so I'm trying to identify the best possible explanation and url reference that I can reuse to help others understand this concept.
    Saturday, January 25, 2014 6:54 PM


  • Hi,

    In the following paragraphs you will find what MS said about the customization. It applies to CRM 4, but almost all of them could be true about 2011 or 2013:

    Modifications to Microsoft Dynamics CRM that are made without using either the Microsoft Dynamics CRM SDK or Microsoft Dynamics CRM tools are not supported and are not preserved during updates or upgrades of Microsoft Dynamics CRM. Anything that is not documented in the Microsoft Dynamics CRM SDK and supporting documents is not supported. Additionally, unsupported modifications could cause problems when you update through the addition of hotfixes or service packs or upgrade Microsoft Dynamics CRM. To minimize update and upgrade issues, do not modify any Microsoft Dynamics CRM file that you did not create yourself. (The configuration files and Help files noted earlier are the only exceptions to this rule.)

    The following is a list of the types of actions that are not supported:

    • Modifications to any .aspx, .css, .htm, .js, .xml, .jpg, or .gif files or addition of files in the wwwroot directories of the Microsoft Dynamics CRM application, Microsoft Dynamics CRM tools or Microsoft Dynamics CRM files located at Program Files\Microsoft Dynamics CRM. During upgrades and updates, these files are not checked for modifications and might be overwritten.
    • Modifications to the Microsoft Dynamics CRM Web site (file and Web site settings). Custom solutions should be installed in a different Web site. This includes modifications to the file system access control lists (ACLs) of any files on the Microsoft Dynamics CRM server.
    • Modifications to the physical schema of the database, other than adding or updating indexes. This includes any actions performed against the database without going through System Customization. Modifying tables, stored procedures, or views in the database is not supported. Adding tables, stored procedures, or views to the database is also not supported because of referential integrity or upgrade issues. Note   This applies to all Microsoft Dynamics CRM databases and the Microsoft Dynamics CRM for Microsoft Office Outlook local database.

    When you change the database without using System Customization, you run a good risk of problems occurring during updates and upgrades.

    • Referencing any Microsoft Dynamics CRM dynamic-link libraries (DLLs) other than the following:
      • Microsoft.Crm.Sdk.dll
      • Microsoft.Crm.SdkTypeProxy.dll
      • Microsoft.Crm.SdkTypeProxy.XmlSerializers.dll
      • Microsoft.Crm.Outlook.Sdk.dll
      • Microsoft.Crm.Tools.EmailProviders.dll
    • The use of application programming interfaces (APIs) other than the documented APIs in the Web services CrmDeploymentServiceCrmDiscoveryServiceCrmServiceand MetadataService.
    • To achieve the appearance and behavior of Microsoft Dynamics CRM, the reuse of any Microsoft Dynamics CRM User Interface controls, including the grid controls. These controls may change or be overwritten during an upgrade. We do not recommend that you use or change the default.css file in the Microsoft Dynamics CRM root installation folder. Only those customizations outlined, such as using the Template.css, are supported.
    • The reuse of any available Microsoft Dynamics CRM installed JavaScript code. This code may change or be overwritten during an upgrade.
    • Modifications to any one of the Microsoft Dynamics CRM forms or adding new forms such as custom .aspx pages directly in Microsoft Outlook or changes to .pst files. These changes will not be upgraded.
    • Making customizations outside the Microsoft Dynamics CRM supported tools available offline in the Microsoft Dynamics CRM for Outlook.
    • The use of custom HttpModules to inject HTML/DHTML into the Microsoft Dynamics CRM Forms.
    • Creating a pluginassembly for a standard Microsoft Dynamics CRM assembly (Microsoft.Crm.*.dll) or performing an update or delete of a platform createdpluginassembly is not supported.
    • Creating an IIS application inside the Microsoft Dynamics CRM Website for any VDir and specifically within the ISV folder is not supported.

    Also have a look at this article.

    Iranian Dynamics CRM Association | انجمن متخصصان ایرانی

    Saturday, January 25, 2014 7:20 PM