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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

Configure Agent settings

Configure Agent settings

You can configure KACE Agent settings on the appliance. These settings are System-level settings. If the Organization component is enabled on the appliance, Agent settings apply to all organizations.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Agent Settings to display the Agent Settings page.
3.
Specify the following settings:

Option

Description

Allow legacy agents (pre-11.0)

This option only appears if upgrading an existing appliance to version 11.0. Leave this option enabled only if you want to continue using legacy agents without a secure connection which reduces the overall security of the appliance. Quest recommends upgrading all legacy agents to the latest version. Disabling this option deactivates all of your pre-11.0 agents, permanently preventing them from connecting to the appliance until a secure connection is configured. When this option is disabled, it can no longer be enabled.

For more information about configuring agents to use a secure connection, see Registering KACE Agent with the appliance.

* 
NOTE: The following settings are not required for KACE Agents version 11.0 pr later, as all communication is carried over through the Konea tunnel. For more information about Konea, see About Konea.

Require SSL For File Transfers

Configure the KACE Agent to use secure connections. SSL (Secure Sockets Layer) connections allow the Agent to establish encrypted link to ensure that all data passed from and to the Agent remains private and integral.

Important:
 
IMPORTANT: After changing this setting, you must restart the Agent manually using the AMPTools restart command, to ensure these changes are reflected on the Client machine.

Verify SSL Certificates

Verify SSL certificates prior to establishing a connection. An SSL certificate contains a public key used to encrypt and information about its owner identity.

Important:
 
IMPORTANT: After changing this setting, you must restart the Agent manually using the AMPTools restart command, to ensure these changes are reflected on the Client machine.

CA Certificate Bundle File

Some environments use custom cURL (Client URL) CA (certificate authority) certificates during agent-server communication. This can be used to verify SSL certificates that are signed by an authority that is not referenced in the default agent bundle.

•
To upload your custom cURL CA bundle, click Choose File. The certificate bundle file must be in .PEM format. The appliance verifies the file contents. If the file is valid, it replaces the existing or the default bundle (cacert.pem), as applicable. In case the file is invalid, an error message appears.
•
To revert to the default certificate, click Reset to Default.
* 
NOTE: This option is only available after uploading a valid custom CA bundle.
4.
Click Save and Restart Services to save the settings and restart the messaging protocol processor.

Optional: Configure Agent communication settings, which determine the frequency at which Agents communicate with the appliance. See Managing Agent communications.

Configuring session timeout and auto-refresh settings

Configuring session timeout and auto-refresh settings

Set session timeout
Set auto-refresh properties

Session timeout is a System-level setting that specifies the amount of inactive time that can pass before users are automatically logged out of the Administrator Console or User Console. Auto-refresh settings are user-level settings that determine the frequency with which console pages are refreshed.

Set session timeout

Set session timeout

You can configure session timeout to meet your security requirements.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click General Settings to display the General Settings page.
3.
In the top section, configure the session timeout:

Options

Description

Session Timeout

Set the number of inactive hours to allow before closing user sessions and requiring users to log in again. The default is 1. The User Console and Administrator Console have Timeout Session counters to alert users of this time limit. Only periods of inactivity are counted. The counter restarts when the user performs any action that causes the console to interact with the appliance server, such as refreshing a window, saving changes, and changing windows. When a session reaches 60 seconds before the timeout, a message box appears, allowing you to extend the session, or to log off. Once the counter reaches the limit, the user is logged out, unsaved changes are lost, and the login screen appears. The Timeout Session counter appears in the upper right of each console.

4.
Click Save and Restart Services.

Set auto-refresh properties

Set auto-refresh properties

You can set auto-refresh to show the latest results on list pages, or you can turn auto-refresh off so that pages are refreshed only when they are reloaded in the browser.

Setting the refresh frequency to 30 seconds or less is useful for pages that display status, such as the Provisioning Results page and the Devices page. On other pages, such as the Software Catalog page, a longer refresh rate, or turning auto refresh off, might be more appropriate, because these pages can take longer to refresh.

Auto-refresh settings are page-specific and user-specific. The settings for each page and each user account are separate.

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 page that has information to be refreshed, such as Inventory > Devices.
The Devices page appears.
3.
In the Auto Refresh drop-down list, above the list to the right, select a frequency.
The list is updated according to the selected frequency.
4.
Click the Refresh button in the top-right corner of the page to refresh the page immediately.
5.
Optional: In the Auto Refresh drop-down list, above the list to the right, select OFF to turn off auto-refresh.
Auto-refresh is disabled. Information on the page is no longer updated automatically.
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