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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

About Custom Inventory rules

About Custom Inventory rules

Custom Inventory rules enable you to capture customized information during the inventory collection process.

Custom Inventory rules are useful for:

•
Managing software that is not listed in the Windows Add/Remove Programs section.
•
Managing versions of software with the same entry in the Windows Add/Remove Programs section, especially with incorrect or incomplete Display Version information.
•
Capturing customized details for use in reports.
•
Writing deployment rules, scripts, and reports based on the presence of an application or a value that is not reported by the KACE Agent.

Types of Custom Inventory rules

Types of Custom Inventory rules

Custom Inventory rules test, or obtain the values of, registry keys and entries, program, files, scripts, environment variables, system properties, and the output of commands.

There are two types of Custom Inventory rules:

•
Conditional rules: These rules test whether conditions exist on devices. When a rule returns true, the KACE Agent reports the item as an Installed Program. When the rule returns false, the item does not appear as an Installed Program.
•
Value Return rules: These rules obtain data from devices. If the value exists, the KACE Agent reports the item as an Installed Program and sets a corresponding Custom Inventory Field.

Create Custom Inventory rules

Create Custom Inventory rules

How Custom Inventory rules are implemented
Syntax for Custom Inventory rules

You can create custom applications, and Custom Inventory rules for those applications, so that information about the applications is gathered from managed devices.

1.
Go to the Software 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 Software.
c.
Select Choose Action > New.
2.
Provide general information: Name, Version, Publisher.
For proper downstream reporting, enter this information consistently across software inventory.
3.
Provide the following information:

Option

Description

Assign To Label

(Optional) The label associated with the item.

Notes

Any additional information you want to provide.

Supported Operating Systems

The operating systems on which the application runs. Applications are deployed only to devices with the selected operating systems.

Custom Inventory Rule

(Optional) The custom inventory rules to apply to the application. Custom inventory rules enable you to detect applications and other items on a device and capture details for reporting.

For example, the appliance first verifies whether an application is present on a device before deploying that application. In some instances, however, installed programs do not register in Add/Remove Programs or in standard areas of the registry. In such cases, the appliance might not be able to detect the presence of the application without additional information from the administrator. Therefore, the appliance might repeat the installation each time the device connects. Custom Inventory rules can prevent this repetition.

The following rule verifies that the version of the Network Associates VirusScan installed on a device is newer than a given version before deploying it:


RegistryValueGreaterThan(HKEY_LOCAL_MACHINE\
Software\Network Associates\TVD\

Network Associates\TVD\Shared Components\

VirusScanEngine\4.0.xx,szDatVersion,4.0.44)
4.
Next to Upload and Associate File, click Choose File to locate a file, then click Open or Choose.
To distribute applications using Managed Installations or File Synchronizations, you need to associate the actual application files with the application.
5.
To prevent the file from being copied to Replication Shares, select Don’t Replicate Associated File. This setting is useful for large files that you do not want users to install from Replication Shares, such as software suites.
6.
Optional: Select a Category and Threat Level for the software.
7.
Click Save.

How Custom Inventory rules are implemented

How Custom Inventory rules are implemented

The KACE Agent receives new Custom Inventory rules during the first device inventory after the rules are created. During that first inventory, the Agent runs the new rules and reports the findings to the appliance.

The Agent runs all rules as well as any other processes scheduled for that session. Therefore, after a device is inventoried, it could take several minutes to run all the rules and other processes before the Agent reports the results.

After the Agent reports the results, the device’s detail page shows the results under Software in Installed Programs and Custom Inventory Fields.

* 
NOTE: The applications with Value Return rules that set a Custom Inventory Field also appear as Installed Programs.

If results are not what you expect, verify that the device has been inventoried recently. The inventory time is shown in the Last Inventory field of the device detail page.

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