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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

View assets and search for asset information

View assets and search for asset information

You can view assets and search for asset information as needed.

1.
Go to the Assets 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 Asset Management, then click Assets.
2.
To search across all Asset Types using the advanced search:
a.
In the View By drop-down list, select All Items.
b.
Click the Advanced Search tab above the list on the right to display the Advanced Search panel.
c.
Specify the search criteria.
For example, to search for all assets whose Vendor is Smith, specify the following criteria:

Vendor | contains | Smith

d.
Click Search.
Assets of any type, including Device, License, Software, or Vendor, that match the criteria appear.
3.
To search for an asset across all Asset Types using the simple search, in the Search List field, type full or partial contents of the field contained in the asset that you want to search for. For example, if you want to find an asset whose barcode contains zz, type it in the field, and press Enter.
Assets that match the criteria appear.
4.
To search a single Asset Type:
a.
In the View By drop-down list, select Asset Type > Asset Type.
b.
Click the Advanced Search tab above the list on the right to display the Advanced Search panel.
c.
Specify the search criteria.
For example, to search for License assets that are scheduled to expire within the next two months, select the License Asset Type in the View By drop-down list, then specify the following criteria:

Expiration Date | is within next | 2 months

d.
Click Search.
License assets whose expiration date is within the next two months appear.
5.
To create a custom view that uses the specified search criteria, click the Custom View tab above the list on the right, then save the view.
The custom view appears in the View By drop-down list. Custom views are user-specific. Users can access their own custom views, but they cannot access custom views created by other users.

Add barcodes to assets

Add barcodes to assets

You can view assets and search for asset information as needed.

Specify one or more barcode tags for the type of the asset for which you want to specify barcodes. For more information, see Add or customize Asset Types.

1.
Go to the Asset Detail page:
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 Asset Management, then click Assets.
c.
Click the name of an asset.
2.
Under Barcodes, click , and provide the following information:

Option

Description

Barcode Data

The barcode number. Barcode numbers are always unique, they cannot be shared between multiple assets. However, it is possible for an active asset to share a barcode with an archived asset.

Barcode Name

The barcode tag associated with this asset type. There can be only one barcode of the same type per asset.

Barcode Format

The barcode format. For example, UPC-A, Code 11, or UPC-E.

You can add as many barcodes as needed.
3.
Optional. To see additional information about each barcode tag, such as its first or last scanned date, in the Barcodes area, click Show all columns. To return to the previous view with fewer columns per barcode, click Show less columns.
4.
Click Save.

Change device owners

Change device owners

You can change asset and device owners as needed.

This topic describes the process of changing device owners using the Assets list. You can also change device owners using the Asset Detail or Device Detail page.

1.
Go to the Assets 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 Asset Management, then click Assets.
2.
In the View By drop-down list, select Asset Type > Device.
3.
In the Assets list, select one or more devices that you want to assign to a specific owner.
4.
Select Choose Action > Assign to.
5.
In the Assign To dialog box that appears, click Unassigned, and select a user account that you want to assign as an owner of the selected assets.
The list that appears displays the full name, account name, and email address for each user.
6.
Click Save.
The Assign To dialog box closes and the Assets list refreshes, showing the asset owner name in the Assignee Name column.
7.
Add more owner-related columns to the Assets list.
a.
In the Assets list, click .
b.
Select any of the following options, as required, to view these columns in the Assets list: Assignee Login, Assignee Email, Assignee Domain, Assignee Budget Code, Assignee Location, Assignee Role, or Assignee Locale.
The selected columns appear in the Assets list.
8.
If you changed the owner for a device, you can observe this change on the Devices list.
a.
On the left navigation bar, click Inventory, then click Devices.
b.
In the Devices list, observe the Assignee Name column of the row containing the device whose owner you changed.
The Assignee Name column displays the name of the device owner
Tip:
 
TIP: Alternatively, you can change the asset or device owner on the Asset Detail or Device Detail page.

View and configure asset lifecycle settings

View and configure asset lifecycle settings

With the exception of locations, each asset type can have a status indicating its use or purpose, such as Active, Disposed, Expired, or others.

In order to configure applicable asset lifecycle settings, your user role must be granted a write-level Asset Lifecycle permission. To view asset lifecycle settings, a read-level permission is sufficient. For more information about user roles, see Managing Organization Roles and User Roles.

Use the Asset Lifecycle Settings page to view the list of existing asset status entries, and to add new ones, as required.

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.
Complete one of the following steps:
◦
On the left navigation bar, click Asset Management, then click Assets.
◦
On the left navigation bar, click Asset Management, then click Contracts.
◦
On the left navigation bar, click Asset Management, then click Licenses.
3.
On the list page that appears, click Choose Action > Configure Lifecycle Settings.
Tip:
 
TIP: You can quickly change an asset status by selecting the asset on the list page, clicking Choose Action > Change Asset Status, and selecting the appropriate status in the Change Asset Status dialog box. Access to this command requires a write-level Assets, Contracts, or Licenses permission, as applicable. For more information about user roles, see Managing Organization Roles and User Roles.
The Asset Lifecycle Settings page appears.
4.
On the Asset Lifecycle Settings page, under Asset Status, review the list of default asset statuses.
The following default asset statuses are available:
◦
Active: Any asset that is deployed, active, or in use.
◦
Disposed: An asset that is no longer available for use.
◦
Expired: A software license or contract asset that has expired.
◦
In Stock: A recently received asset.
◦
Missing: Any asset that cannot be located.
◦
Repair: An asset that is being repaired.
◦
Reserved: An asset that is set aside for a specific person or use.
◦
Retired: Any asset that reached its end-of-life state, or is no longer in use.
◦
Stolen: An asset that has been reported as stolen.
5.
Add, delete, or edit a custom asset status.
Tip:
 
TIP: Default asset statuses cannot be modified or deleted.
◦
To add a new asset status, click , specify the Name and Description for the asset status, and click Add.
◦
To delete a custom asset status, in the row containing the asset status, click .
◦
To edit a custom asset status, in the row containing the asset status, click , and edit the Name and/or Description of the asset status, as applicable.
6.
If you made any changes to the Asset Lifecycle Settings page, click Save. Otherwise, click Cancel to return to the previous page.
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