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KACE Systems Management Appliance 13.2 Common Documents - KACE Service Desk Administrator Guide

About the KACE Service Desk Getting started
Configuring the appliance
Requirements and specifications Power-on the appliance and log in to the Administrator Console Access the Command Line Console Tracking configuration changes Configuring System-level and Admin-level General Settings Configure appliance date and time settings Managing user notifications Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring Agent settings Configuring session timeout and auto-refresh settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Configuring Mobile Device Access Enable fast switching for organizations and linked appliances Linking Quest KACE appliances Configuring history settings
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO Deploying the KACE Agent to managed devices Using Replication Shares Managing credentials Configuring assets
About the Asset Management component Using the Asset Management Dashboard About managing assets Adding and customizing Asset Types and maintaining asset information Managing Software assets Managing physical and logical assets Maintaining and using manual asset information Managing locations Managing contracts Managing licenses Managing purchase records
Setting up License Compliance Managing License Compliance Setting up Service Desk Configure the Cache Lifetime for Service Desk widgets Creating and managing organizations Importing and exporting appliance resources
Managing inventory
Using the Inventory Dashboard Using Device Discovery Managing device inventory
About managing devices Features available for each device management method About inventory information Tracking changes to inventory settings Managing inventory information Finding and managing devices Registering KACE Agent with the appliance Provisioning the KACE Agent Manually deploying the KACE Agent Using Agentless management Adding devices manually in the Administrator Console or by using the API Forcing inventory updates Managing MIA devices Obtaining Dell warranty information
Managing applications on the Software page Managing Software Catalog inventory
About the Software Catalog Viewing Software Catalog information Adding applications to the Software Catalog Managing License assets for Software Catalog applications Associate Managed Installations with Cataloged Software Using software metering Using Application Control Update or reinstall the Software Catalog
Managing process, startup program, and service inventory Writing custom inventory rules
Deploying packages to managed devices
Distributing software and using Wake-on-LAN Broadcasting alerts to managed devices Running scripts on managed devices Managing Mac profiles Using Task Chains
Patching devices and maintaining security
Using the Security Dashboard About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Windows Feature Updates Managing Dell devices and updates Managing Linux package upgrades Maintaining device and appliance security Manage quarantined file attachments
Using reports and scheduling notifications Monitoring servers
Getting started with server monitoring Working with monitoring profiles Managing monitoring for devices Working with alerts
Using the Service Desk
Configuring Service Desk Using the Service Desk Dashboard Managing Service Desk tickets, processes, and reports
Overview of Service Desk ticket lifecycle Creating tickets from the Administrator Console and User Console Creating and managing tickets by email Viewing tickets and managing comments, work, and attachments Merging tickets Using the ticket escalation process Using Service Desk processes Using Ticket Rules Run Service Desk reports Archiving, restoring, and deleting tickets Managing ticket deletion
Managing Service Desk ticket queues About User Downloads and Knowledge Base articles Customizing Service Desk ticket settings Configuring SMTP email servers
Maintenance and troubleshooting
Maintaining the appliance Troubleshooting the appliance
Appendixes Glossary About us Legal notices

Search at the page level

Search at the page level

Page-level Search enables you to search for information on the current page.

1.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
2.
Go to a list page. For example, on the left navigation bar, click Inventory. The Devices page appears.
3.
On the list page, Devices in this example, enter the search text into the Search field in the top-right corner of the page. Press Enter or Return to begin the page level search.
The following illustration shows the Page-level Search field:

In the illustration, the Page-level Search field has appeared under the Search button after the button was pressed.

Tip:
 
TIP: Use the percent sign (%) as a wildcard. For example, you can use the percent sign in a search string to find all items that match the criteria before and after the percent sign.

Searching at the page level with advanced options

Searching at the page level with advanced options

Example: Search for managed devices using Advanced Search criteria
Add Smart Labels and Notifications using Advanced Search criteria
Load Smart Labels from the Advanced Search tab

Advanced page-level Search enables you to search for information on the current page using various combinations of criteria. Advanced page-level Search is available on most list pages, such as the Devices page and the Software page.

Example: Search for managed devices using Advanced Search criteria

This example shows how to use Advanced page-level Search to find Windows devices that are running low on disk space.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
Go to the Devices list:
a.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
b.
On the left navigation bar, click Inventory, then click Dashboard.
2.
Click the Advanced Search tab above the Devices list on the right.
The Advanced Search panel appears.

The Advanced Search panel contains a number of drop-down lists that you can use to specify criteria.

3.
Specify the criteria required to find Windows devices:
Operating System: Name | contains | Windows
4.
With AND selected in the operator drop-down list, click Add Line to add a new line, then specify the criteria required to find devices that are low on disk space:
Drive Information: Disk % Capacity | > | 95
5.
Click Search.

The list is refreshed to show devices that match the specified criteria.

Add Smart Labels and Notifications using Advanced Search criteria

You can add Smart Labels and notifications using criteria in the Advanced Search panel.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
2.
Go to a list page. For example, on the left navigation bar, click Inventory to display the Devices page.
3.
Click the Advanced Search tab above the list on the right and enter the search criteria.
See Example: Search for managed devices using Advanced Search criteria.
4.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears, and the selected search criteria remain available.

The Smart Label panel contains a number of drop-down lists that you can use to specify criteria.

5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Create.
Smart Labels are applied as follows:
◦
Smart Labels are automatically applied to or removed from devices when devices check in to the appliance, based on whether the devices meet the specified criteria.
◦
If a specific application Smart Label is edited using Home > Labels > Smart Labels, it is applied to or removed from all applications immediately.
◦
Smart Labels are automatically applied to or removed from applications when the items are updated on the Inventory > Software page, based on whether the items meet the specified criteria.
7.
Click the Notification tab above the list on the right.
The Notification panel appears, and the selected search criteria remain available.

The Notification panel contains a number of drop-down lists that you can use to specify criteria.

8.
Provide the following information:

Field

Description

Title

The information that you want to appear in the Subject line of the email.

Recipient

The email address or addresses of intended recipients. Email addresses must be fully qualified email addresses. To send email to multiple addresses, use commas to separate each address, or use email distribution lists.

Frequency

The interval at which the appliance runs the query to compare the selected criteria with items in inventory. If criteria are met, the notification is sent.

9.
Optional: To verify the criteria, click Test Notification.
The list is refreshed to show items that match the specified criteria. No email notifications are sent during the test.
10.
Click Create Notification.

The notification is added and it appears on the Email Alerts page.

Load Smart Labels from the Advanced Search tab

You can load Smart Labels from list pages on which the Advanced Search tab is available.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
2.
Go to a list page. For example, click Inventory to display the Devices list.
3.
Click the Advanced Search tab above the list on the right to display the Advanced Search panel.
4.
At the top of the Advanced Search panel, in the Smart Label drop-down list, select the Smart Label you want to load.
The drop-down list shows Smart Labels that match the list page you are viewing. For example, on the Devices page, the drop-down list shows Device Smart Labels. In addition, labels are displayed only if the underlying SQL has not been edited outside of the Smart Label wizard. This is because the wizard cannot be used to display custom SQL.
5.
Click Load.

The criteria of the selected Smart Label appears in the Advanced Search panel.

Example: Search for managed devices using Advanced Search criteria

Searching at the page level with advanced options

Example: Search for managed devices using Advanced Search criteria
Add Smart Labels and Notifications using Advanced Search criteria
Load Smart Labels from the Advanced Search tab

Advanced page-level Search enables you to search for information on the current page using various combinations of criteria. Advanced page-level Search is available on most list pages, such as the Devices page and the Software page.

Example: Search for managed devices using Advanced Search criteria

This example shows how to use Advanced page-level Search to find Windows devices that are running low on disk space.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
Go to the Devices list:
a.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
b.
On the left navigation bar, click Inventory, then click Dashboard.
2.
Click the Advanced Search tab above the Devices list on the right.
The Advanced Search panel appears.

The Advanced Search panel contains a number of drop-down lists that you can use to specify criteria.

3.
Specify the criteria required to find Windows devices:
Operating System: Name | contains | Windows
4.
With AND selected in the operator drop-down list, click Add Line to add a new line, then specify the criteria required to find devices that are low on disk space:
Drive Information: Disk % Capacity | > | 95
5.
Click Search.

The list is refreshed to show devices that match the specified criteria.

Add Smart Labels and Notifications using Advanced Search criteria

You can add Smart Labels and notifications using criteria in the Advanced Search panel.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
2.
Go to a list page. For example, on the left navigation bar, click Inventory to display the Devices page.
3.
Click the Advanced Search tab above the list on the right and enter the search criteria.
See Example: Search for managed devices using Advanced Search criteria.
4.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears, and the selected search criteria remain available.

The Smart Label panel contains a number of drop-down lists that you can use to specify criteria.

5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Create.
Smart Labels are applied as follows:
◦
Smart Labels are automatically applied to or removed from devices when devices check in to the appliance, based on whether the devices meet the specified criteria.
◦
If a specific application Smart Label is edited using Home > Labels > Smart Labels, it is applied to or removed from all applications immediately.
◦
Smart Labels are automatically applied to or removed from applications when the items are updated on the Inventory > Software page, based on whether the items meet the specified criteria.
7.
Click the Notification tab above the list on the right.
The Notification panel appears, and the selected search criteria remain available.

The Notification panel contains a number of drop-down lists that you can use to specify criteria.

8.
Provide the following information:

Field

Description

Title

The information that you want to appear in the Subject line of the email.

Recipient

The email address or addresses of intended recipients. Email addresses must be fully qualified email addresses. To send email to multiple addresses, use commas to separate each address, or use email distribution lists.

Frequency

The interval at which the appliance runs the query to compare the selected criteria with items in inventory. If criteria are met, the notification is sent.

9.
Optional: To verify the criteria, click Test Notification.
The list is refreshed to show items that match the specified criteria. No email notifications are sent during the test.
10.
Click Create Notification.

The notification is added and it appears on the Email Alerts page.

Load Smart Labels from the Advanced Search tab

You can load Smart Labels from list pages on which the Advanced Search tab is available.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
2.
Go to a list page. For example, click Inventory to display the Devices list.
3.
Click the Advanced Search tab above the list on the right to display the Advanced Search panel.
4.
At the top of the Advanced Search panel, in the Smart Label drop-down list, select the Smart Label you want to load.
The drop-down list shows Smart Labels that match the list page you are viewing. For example, on the Devices page, the drop-down list shows Device Smart Labels. In addition, labels are displayed only if the underlying SQL has not been edited outside of the Smart Label wizard. This is because the wizard cannot be used to display custom SQL.
5.
Click Load.

The criteria of the selected Smart Label appears in the Advanced Search panel.

Add Smart Labels and Notifications using Advanced Search criteria

Searching at the page level with advanced options

Example: Search for managed devices using Advanced Search criteria
Add Smart Labels and Notifications using Advanced Search criteria
Load Smart Labels from the Advanced Search tab

Advanced page-level Search enables you to search for information on the current page using various combinations of criteria. Advanced page-level Search is available on most list pages, such as the Devices page and the Software page.

Example: Search for managed devices using Advanced Search criteria

This example shows how to use Advanced page-level Search to find Windows devices that are running low on disk space.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
Go to the Devices list:
a.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
b.
On the left navigation bar, click Inventory, then click Dashboard.
2.
Click the Advanced Search tab above the Devices list on the right.
The Advanced Search panel appears.

The Advanced Search panel contains a number of drop-down lists that you can use to specify criteria.

3.
Specify the criteria required to find Windows devices:
Operating System: Name | contains | Windows
4.
With AND selected in the operator drop-down list, click Add Line to add a new line, then specify the criteria required to find devices that are low on disk space:
Drive Information: Disk % Capacity | > | 95
5.
Click Search.

The list is refreshed to show devices that match the specified criteria.

Add Smart Labels and Notifications using Advanced Search criteria

You can add Smart Labels and notifications using criteria in the Advanced Search panel.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
2.
Go to a list page. For example, on the left navigation bar, click Inventory to display the Devices page.
3.
Click the Advanced Search tab above the list on the right and enter the search criteria.
See Example: Search for managed devices using Advanced Search criteria.
4.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears, and the selected search criteria remain available.

The Smart Label panel contains a number of drop-down lists that you can use to specify criteria.

5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Create.
Smart Labels are applied as follows:
◦
Smart Labels are automatically applied to or removed from devices when devices check in to the appliance, based on whether the devices meet the specified criteria.
◦
If a specific application Smart Label is edited using Home > Labels > Smart Labels, it is applied to or removed from all applications immediately.
◦
Smart Labels are automatically applied to or removed from applications when the items are updated on the Inventory > Software page, based on whether the items meet the specified criteria.
7.
Click the Notification tab above the list on the right.
The Notification panel appears, and the selected search criteria remain available.

The Notification panel contains a number of drop-down lists that you can use to specify criteria.

8.
Provide the following information:

Field

Description

Title

The information that you want to appear in the Subject line of the email.

Recipient

The email address or addresses of intended recipients. Email addresses must be fully qualified email addresses. To send email to multiple addresses, use commas to separate each address, or use email distribution lists.

Frequency

The interval at which the appliance runs the query to compare the selected criteria with items in inventory. If criteria are met, the notification is sent.

9.
Optional: To verify the criteria, click Test Notification.
The list is refreshed to show items that match the specified criteria. No email notifications are sent during the test.
10.
Click Create Notification.

The notification is added and it appears on the Email Alerts page.

Load Smart Labels from the Advanced Search tab

You can load Smart Labels from list pages on which the Advanced Search tab is available.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
2.
Go to a list page. For example, click Inventory to display the Devices list.
3.
Click the Advanced Search tab above the list on the right to display the Advanced Search panel.
4.
At the top of the Advanced Search panel, in the Smart Label drop-down list, select the Smart Label you want to load.
The drop-down list shows Smart Labels that match the list page you are viewing. For example, on the Devices page, the drop-down list shows Device Smart Labels. In addition, labels are displayed only if the underlying SQL has not been edited outside of the Smart Label wizard. This is because the wizard cannot be used to display custom SQL.
5.
Click Load.

The criteria of the selected Smart Label appears in the Advanced Search panel.

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