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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

Using Managed Installations

Using Managed Installations

Adding applications to inventory
About creating Managed Installations
About installation parameters
Identify parameters that are supported by installer files
Create Managed Installations for Windows devices
Examples of common deployments on Windows
Create Managed Installations for ZIP files
Create Managed Installations for RPM files
Create Managed Installations for TAR.GZ files
Create Managed Installations for Mac OS X devices

Managed Installations (MI) are the primary mechanism for deploying applications to, or removing applications from managed devices. Each Managed Installation describes a specific application title and version to be installed or removed, including installation commands, installation files, and target devices (identified by label).

Managed Installations always take place at the same time that managed devices upload inventory data to the appliance. In this way, the appliance confirms that the installation is actually needed before it performs the installation. Installation packages can be configured to run silently or with user interaction. Managed Installations can include installation, uninstallation, and command-line parameters.

Managed Installations requires an active network connections to the appliance. If the connection becomes disrupted during an installation, the process continues when the agent reconnects.

On Windows the most common Managed Installation package deployments are MSI, EXE, and ZIP files.

Supported package deployments for Linux devices include RPM, ZIP, BIN, TGZ, and TAR.GZ files.

Adding applications to inventory

Adding applications to inventory

Before you create a Managed Installation, the files you want to deploy must be associated with an application on the Software page. If the application is not yet on the Software page, you can add it as needed.

To add an application that is not on the Software page, you can:

•
Install the application on a managed device, then request an inventory update from the device. See Forcing inventory updates.
•
Manually add the application to inventory. See Add applications to Software page inventory manually.
CAUTION:
 
CAUTION: If the display name of the application inventory item does not exactly match the name that the application registers in Add/Remove programs, the appliance might attempt to deploy a package repeatedly even though it is already there. To solve this problem, add the application to the Software inventory list, then use the registered application name in the Managed Installation.

About creating Managed Installations

About creating Managed Installations

You can create Managed Installations for items that appear on the Software page.

See:

•
Create Managed Installations for Windows devices
•
Create Managed Installations for Mac OS X devices
•
Create Managed Installations for RPM files
•
Create Managed Installations for TAR.GZ files
•
Create Managed Installations for ZIP files

To create packages with special settings, such as parameters, labels, or deployment definitions, you can create multiple distribution packages for a single inventory item. However, the Managed Installation cannot be verified against more than one inventory item because it checks for the existence of only one inventory item.

For each of these examples, you must have already uploaded the file to the appliance before creating the Managed Installation package. Quest recommends installing the application on a test device, waiting for the KACE Agent to connect to the appliance and create an inventory item for the application, and then creating the Managed Installation package from the application.

* 
NOTE: Agent deployment is discussed in Provisioning the KACE Agent. For information about updating an existing version of the Agent, see Upload Agent updates manually.

About installation parameters

About installation parameters

You can add installation parameters to the package definitions used to distribute and install applications on managed devices.

Packaged definitions can contain MSI, EXE, ZIP, and other file types for application deployment. If an administrator installs the file on a local device, either by running a single file, BAT file, or VBScript, the package can be installed remotely by the appliance.

To simplify the distribution and installation process, the package definition can also contain parameters that are passed to the installer at run time on the local device. For example, you could use parameters as custom installation settings to bypass an automatic restart.

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