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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

Update or reinstall the Software Catalog

Update or reinstall the Software Catalog

The Software Catalog is continually updated as new applications become available and as cataloging requests are received. These updates are automatically downloaded and installed to KACE SMAs periodically. You can manually check for updates to the Software Catalog, or reinstall the catalog.

If you have an offline appliance that does not connect to the Internet, you can obtain Software Catalog updates by contacting Quest Support at https://support.quest.com/contact-support.

* 
NOTE: When catalog updates are downloaded, the appliance determines whether any Locally Cataloged applications have been added to the public Software Catalog. If applications have been added, Local Cataloging is removed. Otherwise, Local Cataloging is preserved.
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 Appliance Updates to display the Appliance Updates page.
3.
Do one of the following:
◦
In the Software Catalog section, click Check for Update.

If the Software Catalog is up to date, the Logs page appears showing the version information. If an update is available, installation information is displayed. The full catalog might be installed if any of the following are true: If there is no baseline catalog present on the appliance, if there is no pathway to updating the full catalog, or if there are more than five updates available

◦
In the Software Catalog section, click Reinstall.

The version of the Software Catalog that is stored on the appliance is replaced with the latest Software Catalog available from Quest KACE. The full Software Catalog includes the latest full version of the catalog as well as any updates, or differentials, that have been added since the latest full version was released.

◦
If your appliance is offline and does not have Internet access, contact Quest Support at https://support.quest.com/contact-support.

Managing process, startup program, and service inventory

Managing process, startup program, and service inventory

Managing process inventory
Managing startup program inventory
Managing service inventory

You can manage processes, startup programs, and services in appliance inventory.

Managing process inventory

Managing process inventory

View and edit process details
Add labels for processes
Apply labels to or remove labels from processes
Categorize processes
Assign threat levels to processes
Delete processes

When processes are detected on managed devices, they are reported and available to be managed in the Inventory section.

To manage process inventory, you can:

•
View process usage information for the last 1, 2, 3, 6, or 12 months
•
Apply labels to, and remove labels from, processes
•
Assign categories and threat levels to processes
•
Delete processes

Process inventory cannot be metered, and you cannot block processes. However, you can block applications. See Mark applications and suites as Not Allowed.

View and edit process details

View and edit process details

You can view and edit the details of processes in inventory.

1.
Go to the Process 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 Inventory, then click Processes.
c.
Click the name of a process.
2.
Provide the following information:

Option

Description

Assign To Label

(Optional) the label associated with the item.

Notes

Any additional information you want to provide.

Category

The category of the item, such as Business, Driver, or Security.

Threat Level

The threat level of the item.

Threat levels include:

1.
Safe
2.
Fairly Safe
3.
Unknown
4.
Could be harmful
5.
Harmful
3.
Click Save.
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