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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

Create alerts to be broadcast

Create alerts to be broadcast

You can create and schedule alerts to be broadcast to Agent-managed devices as needed.

1.
Go to the Alert Detail 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 Distribution, then click Alerts.
c.
Select Choose Action > New.
2.
Provide the following information:

Option

Description

Message

Type the content of the alert to be displayed. The message can contain up to 500 characters.

All Devices

Display the message on all devices whose KACE Agents are connected to the appliance.

Urgent

Display the message in the center of the screen, without allowing the user to move it, or to send it to the background. The alert must be addressed before any work can continue.

Devices

Display the message on specified devices. Use Ctrl-click or Command-click to select multiple devices.

Labels

Display the message only on devices assigned to selected labels. click Manage Associated Labels to select device labels. Use Ctrl-click or Command-click to select multiple labels.

Expiration

Specify the length of time for the message to be valid. When target devices are connected to the appliance, the message is broadcast and is displayed until the user acknowledges the message by clicking OK.

* 
NOTE: If a device is not connected to the appliance, the alert message is sent to the Agent Command Queue, and it remains there until the device connects to the appliance. When the target device connects, the message appears regardless of whether the Expiration time has elapsed.
3.
In the Schedule section, specify the schedule settings:

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every

Run every number of set hours.

Run Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled. Click a task to review the task details. For more information, see View task schedules.

4.
Click Save.

Running scripts on managed devices

Running scripts on managed devices

About scripts
Tracking changes to scripting settings
About default scripts
Adding and editing scripts
Using the Run and Run Now commands
About configuration policy templates
Using Windows configuration policies
Using Mac OS X configuration policies
Edit policies and scripts
Search the scripting logs
Exporting scripts

You can create scripts and run them on managed devices to automate tasks and configure settings.

About scripts

About scripts

Obtaining script dependencies

Scripts provide a point-and-click interface to perform tasks that typically require a manual process or advanced programming. You can create scripts and run them to perform tasks on target devices across your network.

Scripts automate tasks such as:

•
Configuring power management settings
•
Installing software
•
Checking antivirus status
•
Changing registry settings
•
Scheduling software deployment

You can create these types of scripts:

Option

Description

Offline KScripts

Scripts that run at a scheduled time, based on the target device's clock. Offline KScripts can run even when target devices are not connected to the appliance, such as when devices start up or when users log in. You can create these scripts using the scripting templates.

Online KScripts

Scripts that run only when a target device is connected to the appliance. Online KScripts run at scheduled times based on the appliance clock. You can create these scripts using the scripting templates.

Online shell scripts

Scripts that run at scheduled times based on the appliance clock, but that run only when the target device is connected to the appliance. Online shell scripts are created using simple text-based scripts, such as Bash, Perl, batch, and so on, that are supported by the target device’s operating system. Batch files are supported on Windows, along with the different shell script formats supported by the specific operating system of the target devices.

Each script consists of:

•
Metadata.
•
Dependencies, including any supporting executable files that are necessary to run a script, for example, ZIP and BAT files.
•
Rules to obey, such as offline KScripts and online KScripts.
•
Tasks to complete, such as offline KScripts and online KScripts. Each script can have any number of tasks, and you can configure whether each task must complete successfully before the next one runs.
•
Deployment settings.
•
Schedule settings.

Obtaining script dependencies

Obtaining script dependencies

Script dependencies include files and other items that are used by scripts. If scripts have dependencies, and those dependencies are present on target devices, those dependencies are used. Otherwise, scripts look for dependencies on repositories in a specified order.

Scripts obtain dependencies from the target device and repositories in the following order:

1.
The target device
2.
An alternate download location (KACE_ALT_LOCATION)
3.
A Replication Share
4.
The appliance
* 
NOTE: For information about alternate download locations and Replication Shares, see Distributing packages from alternate download locations and Replication Shares.
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