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KACE Systems Management Appliance 14.0 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 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

View Dashboard details

View Dashboard details

Dashboard details show statistics for the appliance or the selected organization.

If the Organization component is enabled on your appliance, and you are logged in to the Administrator Console (http://appliance_hostname/admin), the statistics are shown for the selected organization. When you are logged in to the System Administration Console (http://appliance_hostname/system), the statistics are shown for the appliance, including all organizations.

On new appliances that have no managed devices, the Dashboard Detail page shows zero or no records.

1.
Do one of the following:
◦
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if Show organization menu in admin header 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.
◦
Log in to the appliance System Administration Console, https://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
2.
Click Home > Dashboard.
The Dashboard or System Dashboard page appears.
3.
In the top-right corner of the page, click View Details.
The Dashboard Detail page appears. It shows the following information:

Summary Section

Description

Devices

Information about managed devices, including a breakdown of the operating systems in use.

In addition, if the number of managed devices exceeds the number allowed by your license key, you are notified of it here.

Software

A summary of the applications that are available in inventory on the appliance. This includes applications listed on the Software page and the Software Catalog page.

Distributions

The applications that have been distributed to managed devices, separated by distribution method. This section also indicates the number of packages that are enabled and disabled.

Monitoring Alerts Summary

The number of unacknowledged alerts for monitored devices, grouped by alert level.

The following icons indicate alert level:

•
: Critical
•
: Error
•
: Warning
•
: Information
•
: Recovered

Alert Summary

The alerts that have been distributed to managed devices, separated by the alert type. This summary also indicates the number of alerts that are active and expired.

The IT Advisory refers to the number of Knowledge Base articles in User Console.

Patches

The patches received from software vendors such as Microsoft® and Apple. The summary includes the date and time of the last patch (successful and attempted), total patches, and total packages downloaded.

Discovery (Network Scan)

The results of Discovery scans that have run on the network, including the number of IP addresses scanned, the number of services discovered, and the number of scans that have been performed.

* 
NOTE: When this page is refreshed, the record count is updated. New appliance installations contain zero records.

View task schedules

View task schedules

The Task Schedule page displays a list of tasks scheduled for the current hour, day, or the week, as selected, using their start times and an estimated duration based on machine counts and task types. Any tasks that have detail pages associated with them, such as scripts, can be accessed by clicking the task name in the table.

The Administrator Console displays the tasks associated with the selected organization and any System tasks, like the Backup Window. When you view this page in the System Administration Console, it displays all tasks from all organizations (separated by the organization), along with any available System tasks.

Any task chains that appear in the page are represented with connecting lines. For more information about task chains, see Using Task Chains.

Tasks associated with multiple agents and devices appear in gradient color line, where the length of the line does not reflect the task duration or any historical data. Solid color lines appears indicates tasks with a fixed duration. A blue vertical bar in the graph represents the current date and time.

1.
Do one of the following:
◦
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if Show organization menu in admin header 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.
◦
Log in to the appliance System Administration Console, https://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
The Dashboard or System Dashboard page appears.
2.
On the left navigation bar, in the Home section, click Task Schedule.
The Task Schedule page appears.
3.
To switch between different levels of detail, click Hour, Day, or Week, as required.

View the appliance version, model, and license information

View the appliance version, model, and license information

The About appliance link in the Help panel displays the appliance version, model, and license information.

1.
Log in to the User Console, Administrator Console, or System Console.
2.
In the upper right of the Administrator Console, click Help.
A help pane appears on the right containing high-level information about the related Administrator Console page. The bottom of the help pane includes the following buttons:
◦
Appliance Administrator Guide(): Provides access to the KACE System Management Appliance help contents.
◦
Knowledge Base (): Allows you to browse the Knowledge Base articles associated with the related Administrator Console page.
* 
NOTE: This option is only available in the Administrator Console and the System Console. It does not appear in the User Console.
◦
Video Tutorials (): Allows you to browse one or more training videos associated with the related Administrator Console page. You can play a video on the help pane, in a smaller window outside of the selected page, or on the target Knowledge Base page that hosts the video.
* 
NOTE: This option is only available if related videos exist on the Support Portal. Also, it only appears in the Administrator Console and the System Console. It does not appear in the User Console.
◦
Chat (): Starts a chat with a KACE System Management Appliance product specialist.
* 
NOTE: This option is only available in the Administrator Console and the System Console. It does not appear in the User Console.
◦
Open Ticket (): Links to the Support page (https://support.quest.com/create-service-request) that allows you to create a service request.
* 
NOTE: This option is only available in the Administrator Console and the System Console. It does not appear in the User Console.
◦
Support (): Links to the Settings > Support page. This page provides resources for troubleshooting system management issues and contacting Quest Support.
* 
NOTE: This option is only available in the Administrator Console and the System Console. It does not appear in the User Console.
◦
Mobile App (): Displays a dialog containing links for downloading the KACE GO Mobile App. The app is available for iOS and Android platforms.
* 
NOTE: This option is available if the appliance is configured to interact with the K1 GO Mobile App. It only appears in the Administrator Console and the System Console. It does not appear in the User Console For more information on enabling mobile access, see Configuring Mobile Device Access.
◦
About (): Displays information about your KACE System Management Appliance installation.
* 
NOTE: This option is only available in the Administrator Console and the System Console. It does not appear in the User Console.
3.
Click the About link located at the bottom-right corner of the panel.
The appliance license information is displayed.
◦
The appliance version, model, and serial numbers.
◦
The license expiration date, in month/day/year format.
◦
The number of Managed Computers, Monitored Computers, and Assets that your license entitles you to manage.
▪
Managed Computers: The number of Managed Computers your license entitles you to manage. Managed Computers are devices in the inventory that 1) have Windows, Mac, Linux, or UNIX operating systems, 2) are categorized as PCs or servers, and 3) were not added to inventory manually, through the WSAPI, or through mobile device management.
▪
Monitored Computers: The number of Monitored computers your license entitles you to manage. Monitored Computers are servers that 1) meet the requirements for Managed Computers and 2) have Monitoring enabled.
▪
Assets: Assets that count toward your license limit include devices that 1) have been added to the inventory but do not meet the definition of Managed Computers or Monitored Servers and 2) were not added to inventory manually, through the WSAPI, or through mobile management. Examples of Assets include printers, projectors, network gear, and storage devices. The assets you create and manage using the Asset Management component do not count toward the license limit.
▪
Your product license agreement entitles you to manage a specified number of devices. Be aware that devices count toward these limits even if devices are MIA (missing in action) or no longer in use. However, devices that are added to inventory manually, or through the API, do not count toward license limits. For more information, see http://quest.com/docs/Product_Guide.pdf. To increase your license capacity, go to the Quest website: https://quest.com/buy.
▪
If the license count is within the threshold of 25 units from limit, a warning alert appears in the user notification list. When the server license count reaches the limit, an error alert is displayed. Also, when the license limit is reached and an agent attempts to add a new device, an error alert appears. For more details about user notifications, see Managing user notifications.
◦
License terms and conditions.
◦
Third-party code attributions.

Optional: View appliance license information with enabled components. See View product licensing information.

View product licensing information

View product licensing information

The appliance license information appears in the Appliance Updates section of the Administrator Console.

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 Appliance Updates.
3.
In the License Information section, click the Help button:
The following information appears:
◦
Managed Computers: The number of Managed Computers your license entitles you to manage. Managed Computers are devices in the inventory that 1) have Windows, Mac, Linux, or UNIX operating systems, 2) are categorized as PCs or servers, and 3) were not added to inventory manually, through the WSAPI, or through mobile device management.
◦
Monitored Computers: The number of Monitored computers your license entitles you to manage. Monitored Computers are servers that 1) meet the requirements for Managed Computers and 2) have Monitoring enabled.
◦
Assets: Assets that count toward your license limit include devices that 1) have been added to the inventory but do not meet the definition of Managed Computers or Monitored Servers and 2) were not added to inventory manually, through the WSAPI, or through mobile management. Examples of Assets include printers, projectors, network gear, and storage devices. The assets you create and manage using the Asset Management component do not count toward the license limit.
▪
Your product license agreement entitles you to manage a specified number of devices. Be aware that devices count toward these limits even if devices are MIA (missing in action) or no longer in use. However, devices that are added to inventory manually, or through the API, do not count toward license limits. For more information, see http://quest.com/docs/Product_Guide.pdf. To increase your license capacity, go to the Quest website: https://quest.com/buy.
▪
If the license count is within the threshold of 25 units from limit, a warning alert appears in the user notification list. When the server license count reaches the limit, an error alert is displayed. Also, when the license limit is reached and an agent attempts to add a new device, an error alert appears. For more details about user notifications, see Managing user notifications.
◦
Expires: The license expiration date, in month/day/year format.
* 
NOTE: When the appliance maintenance expires, some features such as patching support become unavailable. This causes an error alert to appear on the Home Dashboard. To renew your license, visit https://support.quest.com/contact-us/renewals. For more information about the Dashboard, see Using the Home component.
◦
Components: The components enabled under your license.

Optional: View the product serial number, model number, license terms and conditions, and third-party code attributions. See View the appliance version, model, and license information.

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