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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

Enable ticket merge

Enable ticket merge

You can enable ticket merge for the Service Desk, or if the Organization component is enabled, for the Service Desk of the selected organization.

1.
Go to the Service Desk 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Settings.
2.
In the Ticket Archival section, select the Enabled check box.

Merge tickets from the Tickets list page

Merge tickets from the Tickets list page

You can use the Tickets list page to merge tickets and specify a primary ticket.

1.
Select the tickets that you want to merge.
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.
Click Service Desk to display the Tickets page.
c.
On the Tickets list page, click Queue, and select the queue containing the tickets that you are about to merge.
d.
Select all of the tickets that you want to merge.
2.
Merge the selected tickets.
a.
In the Choose Action menu, select Merge Tickets.
The Merge Tickets dialog box appears.
b.
In the Merge Tickets dialog box, specify the ticket that you want to select as the primary ticket, and click Save.
The Merge Tickets dialog box closes and the Confirm message box appears, indicating that all tickets (except the primary tickets) are about to be archived.
c.
In the Confirm message box, click Yes to proceed with the merge.

Merge tickets from the Ticket Detail page

Merge tickets from the Ticket Detail page

You can merge one or more tickets with the ticket you are viewing on the Ticket Detail page. Any tickets that you want to merge must belong to the same queue.

When you merge tickets using the Ticket Detail page, the open ticket becomes the primary ticket. All other merged tickets are archived when you merge them. For more details, see Merging tickets.

1.
Open a ticket that you want to merge with one ore more other tickets.
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 Service Desk, then click Tickets.
c.
Click the title of a ticket.
The Ticket Detail page appears.
2.
Merge one or more tickets with the selected ticket.
a.
On the Ticket Detail page, under Merged Tickets, click Add Tickets to Merge/Edit Merged Tickets, and select a ticket from the list that appears.
b.
Add more merged tickets, as needed.
3.
Verify that the process of merging tickets appears in the ticket history.
a.
On the Ticket Detail page, open the History tab, and select the Show Merged Ticket History check box.
b.
History tab, review the entries related to the merged tickets, as applicable.

Using the ticket escalation process

Using the ticket escalation process

Understanding ticket states
Understanding the escalation time limit
Understanding escalation
Changing ticket escalation settings
Change the list of escalation email recipients
Change the escalation time limits
Change the default escalation email message

The Service Desk ticket escalation process is a mechanism for alerting Service Desk staff and supervisors when a ticket is ignored for a specified period of time.

When a ticket meets certain criteria, email is sent to the specified group alerting them that a ticket has been ignored. This provides a way to monitor service level agreements and automatically notify the appropriate staff members when a ticket has not been handled properly.

An escalation email is sent at the end of the escalation time limit for tickets with:

•
A Status of Opened.
•
A Priority that includes an escalation time.

The following example shows the default ticket statuses, priorities, and escalation settings. These settings direct the Service Desk to send an escalation email for tickets with a Status and State of Opened and a Priority of High, after 30 minutes of inactivity.

You can:

•
Configure an escalation email for tickets with other priorities.
•
Change the escalation time limits.
•
Determine who receives an escalation email.
•
Customize the email form as needed.
* 
NOTE: Ticket escalation and Service Level Agreements are two separate notification activities. Ticket escalation notifications are based on the duration a ticket has been opened for, while Service Level Agreement notifications are based on the due date of a ticket. Ticket escalation does not consider Business Hours and Holidays.
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