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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

Deploy or upgrade the KACE Agent to Mac devices using the Agent installer

Manually deploying and upgrading the KACE Agent on Mac devices

Deploy or upgrade the KACE Agent to Mac devices using the Agent installer
Deploy the Agent to Mac devices using the terminal window
Use shell scripts to deploy the KACE Agent

You can manually deploy or upgrade the Agent on Mac devices as needed.

This section provides information for manually deploying the KACE Agent on Mac OS X devices. Additional options are described in Use shell scripts to deploy the KACE Agent.

* 
NOTE: Some commands must be run as root.
NOTE: Proceed with su or sudo as required.
Deploy or upgrade the KACE Agent to Mac devices using the Agent installer

You can manually deploy the KACE Agent on Mac devices by copying the Agent installation files to the devices and running the installer.

1.
Copy the KACE Agent installation file to the device.
See Obtaining Agent installation files.
2.
If you want to register the agent with the appliance:
◦
Use the KACE_HOST and KACE_TOKEN environment variables to specify the appliance host name and agent token before you run the installation file, or:
◦
Manually change the installation file name using the following syntax: <agent_installation_filename>_<appliance_hostname>+<agent_token>.<extension>
You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance.
3.
Double-click ampagent-x.x.build_number.dmg.
4.
Double-click AMPAgent.pkg.
5.
Follow the instructions in the installer.
Be sure to enter the name of your appliance.

The installer creates the following directories on your device:

•
/Library/Application Support/Quest/KACE/bin where the Agent executable files are installed.
•
/Library/Application Support/Quest/KACE/data/ where the Agent configuration, logs, and other data is stored.
Deploy the Agent to Mac devices using the terminal window

You can manually deploy the KACE Agent on Mac devices by copying the Agent installation files to the devices and running commands.

1.
Copy the KACE Agent installation file to the device.
See Obtaining Agent installation files.
2.
If you want to register the agent with the appliance:
◦
Use the KACE_HOST and KACE_TOKEN environment variables to specify the appliance host name and agent token before you run the installation file, or:
◦
Manually change the installation file name using the following syntax: <agent_installation_filename>_<appliance_hostname>+<agent_token>.<extension>
You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance.
3.
Open a terminal window from Applications > Utilities.
4.
At the command prompt, enter the following commands to set the name of the server and install the Agent:
hdiutil attach ./ampagent-x.x.xxxxx-all.dmg

sudo sh -c 'KACE_SERVER=kace_sma_name installer -pkg /Volumes/Quest_KACE/AMPAgent.pkg -target /'

hdiutil detach '/Volumes/Quest_KACE'

Use shell scripts to deploy the KACE Agent

You can run shell scripts to deploy the Agent to Mac devices.

When using shell scripts to deploy the Agent, you can use the following command line options:

•
hdiutil attach ./ampagent-6.x.xxxxx-all.dmg
•
sudo sh -c 'KACE_SERVER=kace_sma_name installer -pkg
•
/Volumes/Quest_KACE/AMPAgent.pkg -target /'
•
hdiutil detach '/Volumes/Quest_KACE'
* 
NOTE: The export call must proceed the install call. For example: sudo export KACE_SERVER=kace_sma_name installer -pkg '/Volumes/Dell KACE/AMPAgent.pkg' -target /

The system looks for the value of host in these locations in the following order shown:

1.
The installer file
2.
KACE_SERVER (environment variable)
3.
The amp.conf file

If you want to register the agent with the appliance:

•
Use the KACE_HOST and KACE_TOKEN environment variables to specify the appliance host name and agent token before you run the installation file, or:
•
Manually change the installation file name using the following syntax: <agent_installation_filename>_<appliance_hostname>+<agent_token>.<extension>

You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance

For information about using shell scripts and command lines, go to http://developer.apple.com.

CAUTION:
 
CAUTION: If you leave the host value empty, you must set the environment variable. Otherwise, the Agent will not connect to the appliance. Quest KACE recommends that you use the fully qualified domain name as the hostname.

Deploy the Agent to Mac devices using the terminal window

Manually deploying and upgrading the KACE Agent on Mac devices

Deploy or upgrade the KACE Agent to Mac devices using the Agent installer
Deploy the Agent to Mac devices using the terminal window
Use shell scripts to deploy the KACE Agent

You can manually deploy or upgrade the Agent on Mac devices as needed.

This section provides information for manually deploying the KACE Agent on Mac OS X devices. Additional options are described in Use shell scripts to deploy the KACE Agent.

* 
NOTE: Some commands must be run as root.
NOTE: Proceed with su or sudo as required.
Deploy or upgrade the KACE Agent to Mac devices using the Agent installer

You can manually deploy the KACE Agent on Mac devices by copying the Agent installation files to the devices and running the installer.

1.
Copy the KACE Agent installation file to the device.
See Obtaining Agent installation files.
2.
If you want to register the agent with the appliance:
◦
Use the KACE_HOST and KACE_TOKEN environment variables to specify the appliance host name and agent token before you run the installation file, or:
◦
Manually change the installation file name using the following syntax: <agent_installation_filename>_<appliance_hostname>+<agent_token>.<extension>
You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance.
3.
Double-click ampagent-x.x.build_number.dmg.
4.
Double-click AMPAgent.pkg.
5.
Follow the instructions in the installer.
Be sure to enter the name of your appliance.

The installer creates the following directories on your device:

•
/Library/Application Support/Quest/KACE/bin where the Agent executable files are installed.
•
/Library/Application Support/Quest/KACE/data/ where the Agent configuration, logs, and other data is stored.
Deploy the Agent to Mac devices using the terminal window

You can manually deploy the KACE Agent on Mac devices by copying the Agent installation files to the devices and running commands.

1.
Copy the KACE Agent installation file to the device.
See Obtaining Agent installation files.
2.
If you want to register the agent with the appliance:
◦
Use the KACE_HOST and KACE_TOKEN environment variables to specify the appliance host name and agent token before you run the installation file, or:
◦
Manually change the installation file name using the following syntax: <agent_installation_filename>_<appliance_hostname>+<agent_token>.<extension>
You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance.
3.
Open a terminal window from Applications > Utilities.
4.
At the command prompt, enter the following commands to set the name of the server and install the Agent:
hdiutil attach ./ampagent-x.x.xxxxx-all.dmg

sudo sh -c 'KACE_SERVER=kace_sma_name installer -pkg /Volumes/Quest_KACE/AMPAgent.pkg -target /'

hdiutil detach '/Volumes/Quest_KACE'

Use shell scripts to deploy the KACE Agent

You can run shell scripts to deploy the Agent to Mac devices.

When using shell scripts to deploy the Agent, you can use the following command line options:

•
hdiutil attach ./ampagent-6.x.xxxxx-all.dmg
•
sudo sh -c 'KACE_SERVER=kace_sma_name installer -pkg
•
/Volumes/Quest_KACE/AMPAgent.pkg -target /'
•
hdiutil detach '/Volumes/Quest_KACE'
* 
NOTE: The export call must proceed the install call. For example: sudo export KACE_SERVER=kace_sma_name installer -pkg '/Volumes/Dell KACE/AMPAgent.pkg' -target /

The system looks for the value of host in these locations in the following order shown:

1.
The installer file
2.
KACE_SERVER (environment variable)
3.
The amp.conf file

If you want to register the agent with the appliance:

•
Use the KACE_HOST and KACE_TOKEN environment variables to specify the appliance host name and agent token before you run the installation file, or:
•
Manually change the installation file name using the following syntax: <agent_installation_filename>_<appliance_hostname>+<agent_token>.<extension>

You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance

For information about using shell scripts and command lines, go to http://developer.apple.com.

CAUTION:
 
CAUTION: If you leave the host value empty, you must set the environment variable. Otherwise, the Agent will not connect to the appliance. Quest KACE recommends that you use the fully qualified domain name as the hostname.

Use shell scripts to deploy the KACE Agent

Manually deploying and upgrading the KACE Agent on Mac devices

Deploy or upgrade the KACE Agent to Mac devices using the Agent installer
Deploy the Agent to Mac devices using the terminal window
Use shell scripts to deploy the KACE Agent

You can manually deploy or upgrade the Agent on Mac devices as needed.

This section provides information for manually deploying the KACE Agent on Mac OS X devices. Additional options are described in Use shell scripts to deploy the KACE Agent.

* 
NOTE: Some commands must be run as root.
NOTE: Proceed with su or sudo as required.
Deploy or upgrade the KACE Agent to Mac devices using the Agent installer

You can manually deploy the KACE Agent on Mac devices by copying the Agent installation files to the devices and running the installer.

1.
Copy the KACE Agent installation file to the device.
See Obtaining Agent installation files.
2.
If you want to register the agent with the appliance:
◦
Use the KACE_HOST and KACE_TOKEN environment variables to specify the appliance host name and agent token before you run the installation file, or:
◦
Manually change the installation file name using the following syntax: <agent_installation_filename>_<appliance_hostname>+<agent_token>.<extension>
You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance.
3.
Double-click ampagent-x.x.build_number.dmg.
4.
Double-click AMPAgent.pkg.
5.
Follow the instructions in the installer.
Be sure to enter the name of your appliance.

The installer creates the following directories on your device:

•
/Library/Application Support/Quest/KACE/bin where the Agent executable files are installed.
•
/Library/Application Support/Quest/KACE/data/ where the Agent configuration, logs, and other data is stored.
Deploy the Agent to Mac devices using the terminal window

You can manually deploy the KACE Agent on Mac devices by copying the Agent installation files to the devices and running commands.

1.
Copy the KACE Agent installation file to the device.
See Obtaining Agent installation files.
2.
If you want to register the agent with the appliance:
◦
Use the KACE_HOST and KACE_TOKEN environment variables to specify the appliance host name and agent token before you run the installation file, or:
◦
Manually change the installation file name using the following syntax: <agent_installation_filename>_<appliance_hostname>+<agent_token>.<extension>
You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance.
3.
Open a terminal window from Applications > Utilities.
4.
At the command prompt, enter the following commands to set the name of the server and install the Agent:
hdiutil attach ./ampagent-x.x.xxxxx-all.dmg

sudo sh -c 'KACE_SERVER=kace_sma_name installer -pkg /Volumes/Quest_KACE/AMPAgent.pkg -target /'

hdiutil detach '/Volumes/Quest_KACE'

Use shell scripts to deploy the KACE Agent

You can run shell scripts to deploy the Agent to Mac devices.

When using shell scripts to deploy the Agent, you can use the following command line options:

•
hdiutil attach ./ampagent-6.x.xxxxx-all.dmg
•
sudo sh -c 'KACE_SERVER=kace_sma_name installer -pkg
•
/Volumes/Quest_KACE/AMPAgent.pkg -target /'
•
hdiutil detach '/Volumes/Quest_KACE'
* 
NOTE: The export call must proceed the install call. For example: sudo export KACE_SERVER=kace_sma_name installer -pkg '/Volumes/Dell KACE/AMPAgent.pkg' -target /

The system looks for the value of host in these locations in the following order shown:

1.
The installer file
2.
KACE_SERVER (environment variable)
3.
The amp.conf file

If you want to register the agent with the appliance:

•
Use the KACE_HOST and KACE_TOKEN environment variables to specify the appliance host name and agent token before you run the installation file, or:
•
Manually change the installation file name using the following syntax: <agent_installation_filename>_<appliance_hostname>+<agent_token>.<extension>

You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance

For information about using shell scripts and command lines, go to http://developer.apple.com.

CAUTION:
 
CAUTION: If you leave the host value empty, you must set the environment variable. Otherwise, the Agent will not connect to the appliance. Quest KACE recommends that you use the fully qualified domain name as the hostname.

Performing other Agent operations on Mac devices

Performing other Agent operations on Mac devices

Start or stop the Agent on Mac devices
Manually remove the Agent from Mac devices
Verify that the Agent is running on Mac devices
Verify the version of the Agent on Mac devices
Collecting inventory information from Mac devices
Manage the KACE Agent on Mac devices using the menu bar

You can run commands on Agent-managed Mac devices to perform various operations.

Start or stop the Agent on Mac devices

You can run commands on Mac devices to start and stop the Agent. This procedure is useful in troubleshooting Agent-related issues.

1.
Open a terminal window from Applications > Utilities.
2.
Type the following:
cd "Library/Application Support/Quest/KACE/bin"
3.
To start the Agent, enter:
./AMPTools start
4.
To stop the Agent, enter:
./AMPTools stop
Manually remove the Agent from Mac devices

You can remove the Agent from Mac devices manually by running commands on the devices.

1.
Open a terminal window from Applications > Utilities.
2.
Type the following:
sudo "/Library/Application Support/Quest/KACE/bin/AMPTools" uninstall

The Agent is removed.

Verify that the Agent is running on Mac devices

You can run a command on Mac devices to determine whether the Agent is running.

1.
Open a terminal window from Applications > Utilities.
2.
Enter the following command:
ps aux | grep AMPAgent
This output indicates that the process is running:

root 2159 0.0 1.1 94408 12044 p2 S 3:26PM 0:10.94 /Library/Application Support/Quest/KACE/AMPAgent

Verify the version of the Agent on Mac devices

You can run a command on Mac devices to verify the version of the Agent installed on those devices.

1.
Open a terminal window from Applications > Utilities.
2.
Enter the following command:
cat /Library/Application\ Support/Quest/KACE/data/version

The version number is displayed.

Collecting inventory information from Mac devices

You can manually collect information from Mac devices by forcing inventory updates.

See Forcing inventory updates.

Manage the KACE Agent on Mac devices using the menu bar

You can view the status of the KACE Agent, force inventory, and display agent information using the Mac menu bar.

To access the KACE Agent status using the Mac menu bar, you must enable the Agent Status On Device option in the Agent and Communication Settings section. For more information, see Configure Agent communication and log settings.

1.
On the device where the KACE Agent is running, in the Mac menu bar, click .
The indicator in the bottom-right corner of the icon indicates if the agent status:
◦
: The agent is connected to the appliance.
◦
: The agent is snoozed.
◦
: The agent has pending actions.
◦
: The agent is disconnected from the appliance.
The agent menu appears.
2.
To find out if the agent is connected to the appliance, observe the Status icon in the menu.
This is the same indicator that appears on the Agent icon, that tells you whether the agent is connected, snoozed, has pending actions, or disconnected from the appliance, as described above.
3.
To run the device inventory, click Inventory in the menu.
4.
To restart the agent, click Restart Agent in the menu.
5.
To temporarily suspend the agent's activity during a specific time period, click Snooze Agent, and select a time period in the menu. You can snooze the agent for 15 minutes, 30 minutes, one hour, or two hours.
* 
NOTE: You can only snooze the agent if the Agent Snooze on Device option is enabled in the Agent and Communication Settings section on the appliance, and if the maximum number of snoozes is not reached. For more information, see Configure Agent communication and log settings.
Snoozing an agent does not stop any ongoing agent processes on the device. It only prevents the agent from starting a new process. If an agent snooze is not possible, for example, due to configuration, an error message appears.
6.
To access any agent-related links, click Shortcuts in the menu, and then click a link, as applicable. Any standard Uniform Resource Identifier (URI) links are supported, such as https, ssh, and ftp URLs.
This menu item only appears when your system administrator specifies one or more links. For more information, see Configure Agent communication and log settings.
The link causes the OS to launch the application associated with the selected resource. For example, to open an HTTP link, your system opens the link in the default browser.
7.
To find out more information about the agent application, click About.
8.
To remove the agent application from the Mac menu bar, click Quit.
The agent icon is removed from the menu bar. To display it again, log off, then log on. Alternatively, you can install the agent again from the Application directory.
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