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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

Preview ticket layout

Preview ticket layout

When you finish making changes to the way tickets are displayed on the New Ticket and Ticket Detail pages for a selected ticket template, you can preview the ticket page layout.

There are several preview options to choose from. The type of information on the ticket page depends on the permissions associated with the user accessing the page (User or Owner), and the action type (New Ticket or Ticket Detail). For example, a Ticket Owner typically has access to more information than a user associated with the ticket. Also, the New Ticket page can have some additional controls for providing comments or linking attachments, unlike the Ticket Detail page.

* 
NOTE: Previewing a ticket template causes it to create and save a ticket. Any values that you make while previewing a ticket are saved by default.
1.
Go to the Service Desk Queue 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 Configuration panel, click Queues.
c.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
On the Queue Customization page, scroll down to the Ticket Templates section, and click the name of the ticket template that you want to preview.
The Ticket Template Detail page appears.
4.
On the Ticket Template Detail page, make your customizations, as required.
For details, see Configure a ticket template.
5.
At the bottom of the page, click Save and Preview.
The Ticket Details page appears.
6.
At the top of the Ticket Details page, click Preview Form As, and choose one of the following options, as required:

Option

Description

Input Form - User

New Ticket page, as a User

Input Form - Owner

New Ticket page, as a Ticket Owner

Edit Form - User

Ticket Detail page, as a User

Input Form - Owner

Ticket Detail page, as a Ticket Owner

The New Ticket page refreshes, showing the ticket page based on the selected ticket template and owner details.

Using parent-child ticket relationships

Using parent-child ticket relationships

Enable parent-child ticket relationships for a queue
Enable parent tickets to close child tickets
Create child tickets for any ticket
Designate tickets as parents and add existing tickets as their children
Use a parent ticket as a to-do list
Use parent tickets to organize duplicate tickets

You can set up any Service Desk ticket as a parent ticket and assign child tickets to it.

There are two ways to use the parent-child relationship:

•
Prevent the parent from being closed unless all its child tickets are closed. This strategy uses the parent ticket as a global to-do list and each child ticket as a separate task on the list. After all the tasks are completed and the child tickets are closed, the parent can be closed.
•
Close all child tickets when you close the parent ticket. This strategy is useful for tickets that are duplicates of the same problem. For example, if a server crashes and users file duplicate tickets about the issue. When the server is restored, the ticket owner can close the parent and close all of the child tickets at the same time.

Regardless of the strategy you choose, child tickets cannot be orphaned. That is, you cannot close the parent ticket before closing the child tickets.

* 
NOTE: You can create many levels of parent-child ticket relationships, but closing child tickets by closing their parent ticket works for only one parent-child level.

Enable parent-child ticket relationships for a queue

Enable parent-child ticket relationships for a queue

Parent-child ticket relationships are disabled by default. To enable them, you can configure queues to show the PARENT_INFO ticket field. If you have multiple queues, you enable parent-child ticket relationships in each queue separately.

1.
Go to the Service Desk Queue 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Queues.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
At the top of the page, click Customize Fields and Layout.
3.
Scroll down to the Related Ticket Fields section and select the Edit button for the PARENT_INFO field to make changes to that field’s settings: .
4.
Select one of the Owners Only - Visible to Users permission settings.
5.
Click Save in the row.
6.
Click Save at the bottom of the page.

When you save these changes, ticket owners and administrators (by default) are able to make any ticket in the queue a child or a parent ticket.

Enable parent tickets to close child tickets

Enable parent tickets to close child tickets

You can configure queues to allow parent tickets to close child tickets. When this is configured, child tickets are closed automatically when parent tickets are closed.

Enable parent-child relationships for queues. See Enable parent-child ticket relationships for a queue.

1.
Go to the Service Desk Queue 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Queues.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
In the User Preferences section, select the Allow parent tickets to close child tickets check box.
3.
At the bottom of the page, click Save.

The change is applied to the queue. When you close parent tickets, any child tickets are closed automatically.

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