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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

Add software Smart Labels

Add software Smart Labels

You can add software Smart Labels on the Software page as needed. This is useful when you want to automatically group applications based on whether they meet the criteria of the Smart Label.

For example, you could use a Smart Label to group all copies of an application purchased from a particular vendor. The label would be applied automatically to applications you have already purchased from the vendor, as well as any you might purchase in the future. See Managing Smart Labels.

* 
NOTE: Smart Labels cannot be applied to applications on the Software Catalog page.
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.
Select Inventory > Software to display the Software page.
3.
Click the Smart Label tab above the application list on the right to display the Smart Label panel.

The image displays the Smart Label panel with search criteria entered.

4.
Specify the criteria required to find applications from a particular vendor:
Vendor Contact | contains | Smith
5.
Click Test.
Items that match the specified criteria are displayed.
6.
Adjust the criteria as needed until the results are what you expect.
7.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
8.
Click Create.

Smart Labels are automatically applied to or removed from applications when the applications are updated on the Inventory > Software page, based on whether the applications meet the specified criteria.

Managing the ITNinja feed

Managing the ITNinja feed

Enable the ITNinja feed
Viewing ITNinja information
Disable the ITNinja feed

The ITNinja feed enables you to view systems-management content from ITNinja in the Administrator Console. You enable and disable the ITNinja feed by changing your data sharing settings.

Sponsored by Quest KACE, ITNinja.com (formerly AppDeploy.com) is a product-agnostic IT-focused community website. It is the Internet’s leading destination for IT professionals to share information and ask questions about system-management related topics. The website provides a question and answer section and a blogging platform. If you choose to share anonymous usage data with ITNinja, the ITNinja feed appears on pages such as the software, Managed Installation, and File Synchronization detail pages in the Administrator Console. The feed is not available on Software Catalog detail page. See Enable the ITNinja feed.

Enable the ITNinja feed

Enable the ITNinja feed

To enable the ITNinja feed, configure the appliance settings to share anonymous usage data with Quest.

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 General Settings.
3.
In the Share With Us tab, select the Share summary usage data... and Share detailed usage data... check boxes.
4.
Click Save.

For more information on appliance General Settings, see Configure appliance General Settings with the Organization component enabled.

Viewing ITNinja information

Viewing ITNinja information

View ITNinja information for software
View ITNinja information for Managed Installations
View ITNinja information for File Synchronizations

If the ITNinja feed is enabled, you can view ITNinja information related to Managed Installations, File Synchronizations, and software on detail pages in the Administrator Console.

See Enable the ITNinja feed.

* 
NOTE: ITNinja information is available for software on the Software page, but it is not available for software on the Software Catalog page.
View ITNinja information for software

You can view ITNinja information on the Software Detail page.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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.
Select Inventory > Software to display the Software page.
3.
Click the name of an application to display the Software Detail page.
4.
Scroll down to the ITNinja section.
View ITNinja information for Managed Installations

You can view ITNinja information for Managed Installations.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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 Distribution to display the Managed Installations page.
3.
Click the name of a Managed Installation to display the Managed Installation Detail page.
4.
Scroll down to the ITNinja section.
View ITNinja information for File Synchronizations

You can view ITNinja information for File Synchronizations.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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.
Select Distribution > File Synchronizations to display the File Synchronizations page.
3.
Click the name of a File Synchronization to display the File Synchronization Detail page.
4.
Scroll down to the ITNinja section.
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