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KACE Systems Management Appliance 14.1 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 About Remote Control 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

Download and use KACE GO

Download and use KACE GO

You can download KACE GO to your smart phone or tablet from the Apple App Store for iOS devices, or from the Google Play store for Android devices.

1.
On your mobile device, go to the Apple App Store or Google Play, and search for KACEGO.
2.
Download and start the app.
3.
If prompted, choose whether to enable Push Notifications.
When Push Notifications are enabled, the app sends notifications for Service Desk tickets to the mobile device. These notifications are based on the Service Desk Email on Events configuration.
4.
Provide the following information and choose initial settings:

Option

Description

Appliance URL

The IP address or fully qualified domain name of the appliance.

User name and Password

The username and password of an account that has Mobile Device Access enabled.

Save Password

Enable the app to remember your password on the device. If you choose this option, Quest requires that you create a PIN (personal identification number) for security. KACE GO does not cache or save user data unless you select Save Password.

Use SSL

Enable SSL communications between the device and the appliance. To use this setting, SSL must be enabled on the appliance. If SSL is not enabled on the appliance, and you select Use SSL, the login fails.

For more information, see the Help Center in the KACE GO app or go to https://quest.com/products/kace-systems-management-appliance/.

Disable Mobile Device Access on the appliance

Disable Mobile Device Access on the appliance

To prevent all users from accessing the appliance using KACE GO, you can disable Mobile Device Access at the appliance or System level.

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 to display the General Settings page.
3.
In the top section, clear the Enable mobile device access check box.
4.
Click Save and Restart Services.

KACE GO access is disabled for all users. Users who are currently logged in to the appliance using KACE GO are disconnected.

However, individual user settings are retained and reinstated if the feature is subsequently re-enabled on the appliance. For example, if Mobile Device Access was enabled for an account, and you re-enable Mobile Device Access on the appliance, Mobile Device Access is also re-enabled on the account.

Disable Mobile Device Access for users

Disable Mobile Device Access for users

To prevent selected users from accessing the appliance using KACE GO, you can disable Mobile Device Access at the user level.

1.
Go to the Users list:
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 Users.
2.
Select the check boxes next to one or more users.
3.
Select Choose Action > Mobile Device Access > Disable.

Mobile Device Access is disabled for the selected users. If the selected users are currently logged in to the appliance using KACE GO, they are disconnected.

Enable fast switching for organizations and linked appliances

Enable fast switching for organizations and linked appliances

Fast switching makes it possible to switch between interfaces without logging in to each item separately. On appliances with the Organization component enabled, these interfaces include the Admin and System levels of the Administrator Console the User Console, and linked K-Series appliances,

Fast switching is enabled by default on appliances without the Organization component enabled. In addition, the link to the User Console appears by default, provided that the logged-in user has permission to access both the Administrator Console and the User Console.

To appear in the drop-down list for fast switching, organizations must have the same admin account password; only those organizations whose admin account passwords match appear in the list. Linked appliances have similar requirements.

1.
Go to the 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 General Settings.
2.
Select the Show organization menu in admin header check box.
* 
NOTE: This setting is available only if the Organization component is enabled on your appliance.
3.
Optional: Select the Require organization selection at login check box to require users to select an organization when they log in.
* 
NOTE: This setting is available only if the Organization component is enabled on your appliance.
4.
Click Save.
Changes are displayed on the login page and in the top section of the Administrator Console after you log out and then log in again. The drop-down list shows the available options.
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