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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

Configuring Mobile Device Access

Configuring Mobile Device Access

Enable Mobile Device Access for the appliance
Enable Mobile Device Access for users
Download and use KACE GO
Disable Mobile Device Access on the appliance
Disable Mobile Device Access for users

Mobile Device Access enables you to interact with the appliance using the KACE GO app.

KACE GO is an app that enables administrators to access Service Desk tickets, inventory information, and application deployment features from their smart phones or tablets. The app also allows non-admin users to submit Service Desk tickets, view the status of submitted tickets, and read Knowledge Base articles from their mobile devices. You can download KACE GO from the Apple App Store for iOS devices, or from the Google Play store for Android devices.

* 
NOTE: KACE GO is only available in English.

To use Mobile Device Access, you must enable mobile device access for the appliance and for the users, and download and install KACE GO on a mobile device.

Enable Mobile Device Access for the appliance

Enable Mobile Device Access for the appliance

By default, Mobile Device Access is disabled. To enable users to access the appliance using the KACE GO app, you must first enable Mobile Device Access for the appliance.

Mobile Device Access is enabled at the System level. If the Organization component is enabled on your appliance, and you enable Mobile Device Access, the feature is enabled for all organizations.

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.
In the General Settings section, click Customize general configurations to display the General Settings page. the General Settings page.
3.
In the General Options tab, select the Enable mobile device access check box.
4.
Download the KACE GO app.
a.
Click Get Mobile App.
A dialog box appears, allowing you to download KACE GO. The app is available for iOS and Android platforms from their respective app stores.
Tip:
 
TIP: You can also access this dialog box from the help pane. For more information, see Access product documentation.
b.
Click the link for your mobile device OS, as needed, to download the app.
For more information about downloading and configuring KACE GO, seeDownload and use KACE GO.
5.
Click Save.
Mobile Device Access is enabled on the appliance. Before users can access the appliance using the KACE GO app, however, you must enable Mobile Device Access for their accounts. See Enable Mobile Device Access for users.

If the Organization component is enabled on your appliance, enable Mobile Device Access for user accounts at the Organization or Admin level. Mobile Device Access cannot be enabled or disabled for user accounts at the System level.

Enable Mobile Device Access for users

Enable Mobile Device Access for users

After you enable Mobile Device Access for the appliance, you must enable access for users. If the Organization component is enabled on your appliance, you enable access for users in each organization separately.

1.
Go to the User 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 Settings, then click Users.
c.
Click the name of a user.
2.
Select the Mobile Device Access check box.
Tip:
 
TIP: If the Mobile Device Access check box is not displayed, verify that Mobile Device Access is enabled for the appliance.
3.
Click Save.
4.
To enable Mobile Device Access for multiple users:
a.
Select the check boxes for the users on the Users page.
b.
Select Choose Action > Mobile Device Access > Enable.
Mobile Device Access is enabled.

The selected users can download the KACE GO app from the Apple App Store or from Google Play.

Download and use KACE GO

Download and use KACE GO

You can download KACE GO to your smart phone or tablet from the Apple App Store for iOS devices, or from the Google Play store for Android devices.

1.
On your mobile device, go to the Apple App Store or Google Play, and search for KACEGO.
2.
Download and start the app.
3.
If prompted, choose whether to enable Push Notifications.
When Push Notifications are enabled, the app sends notifications for Service Desk tickets to the mobile device. These notifications are based on the Service Desk Email on Events configuration.
4.
Provide the following information and choose initial settings:

Option

Description

Appliance URL

The IP address or fully qualified domain name of the appliance.

User name and Password

The username and password of an account that has Mobile Device Access enabled.

Save Password

Enable the app to remember your password on the device. If you choose this option, Quest requires that you create a PIN (personal identification number) for security. KACE GO does not cache or save user data unless you select Save Password.

Use SSL

Enable SSL communications between the device and the appliance. To use this setting, SSL must be enabled on the appliance. If SSL is not enabled on the appliance, and you select Use SSL, the login fails.

For more information, see the Help Center in the KACE GO app or go to https://quest.com/products/kace-systems-management-appliance/.

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