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KACE Systems Management Appliance 14.0 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 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 Configuring Content Security Policy
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 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 Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with 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 software License Compliance information manually

Update software License Compliance information manually

You can manually update software License Compliance information any time. If you have a large number of applications, however, the process of updating the information might take several minutes.

The Agent-managed devices in your inventory have software applications that are available in the Software Catalog.

Software License Compliance information is updated automatically every day after the appliance daily backup process runs. Manually updating License Compliance information enables you to get the latest information available.

* 
NOTE: If you have not added License assets for applications in inventory, the License Compliance page shows the number of seats available to applications as 0, and the variance is the number of software installations.
1.
Go to the License Compliance 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 License Compliance.
2.
Click Update Now above the list.
The appliance checks for the latest license usage information and the list is updated.
Tip:
 
TIP: Clicking the Refresh button above the list on the right simply redisplays the information already collected. It does not obtain new license usage information.

Customize license usage warning thresholds

Customize license usage warning thresholds

You can customize license usage warning thresholds to specify the license usage percentage that is considered to be at warning or critical levels.

License compliance information appears on the appliance Dashboard. If the Organization component is enabled on your appliance, you customize license usage warning thresholds for each organization separately.

1.
Go to Admin-level General Settings 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 Settings, then click Control Panel.
c.
On the Control Panel, click General Settings.
2.
In the General Options tab, scroll down to the Asset License Usage Threshold section.
3.
In the Warning Threshold and Critical Threshold fields, enter new values.
The default Warning Threshold is 90. The default Critical Threshold is 100.
4.
To save, click Save and Restart Services.
Threshold limits are set. If you have created License assets, License Compliance information appears on the Dashboard page of the Administrator Console.

View License Compliance and Configuration information

View License Compliance and Configuration information

If you have set up License assets for applications, you can view License Compliance and Configuration information for those applications.

Information is available for License assets associated with applications listed under the Software tab and applications listed under the Software Catalog tab. See Setting up License Compliance.

If you have multiple organizations, you view license information for each organization separately.

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.
Click Home.
Software compliance information appears in the License Compliance widget.The image of the License Compliance widget shows a number of horizontal bars to denote compliance
* 
NOTE: The appliance updates the data in the License Compliance widget every eight hours. Clicking the Refresh button, however, does not update the data; it simply redisplays the data that has already been collected.

The following colors indicate the usage level:

Color

Description

Red

Usage is at or above the critical threshold setting.

Orange

Usage is at or above the warning threshold setting but below the critical threshold setting.

Green

Usage is below the warning threshold setting.

The Software License Configuration widget displays the percentage of software licenses that are categorized as unit licenses, site licenses, and other license modes.The image of the Software License Configuration widget demonstrates how one segment is highlighted when it is moused over

Optional: View additional information on the License Compliance page. See View License Compliance information for Software Catalog applications.

Setting up Service Desk

Setting up Service Desk

Setting up roles for user accounts
Configuring email settings

Setting up Service Desk entails setting up roles for Service Desk staff, and configuring ticket and email settings.

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