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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

About organization filters

About organization filters

Organization filters are similar to labels, but they serve a specific purpose: Organization filters automatically assign devices to organizations when devices are inventoried.

There are two types of organization filters:

•
Data Filters: Assigns devices to organizations automatically based on search criteria. When devices are inventoried, they are assigned to the organization if they meet the criteria. This filter is similar to Smart Labels in that it assigns devices to organizations automatically if they match specified criteria.
•
LDAP Filters: Assigns devices to organizations automatically based on LDAP or Active Directory interaction. When devices are inventoried, the query runs against the LDAP server. If devices meet the criteria, they are automatically assigned to the organization.

Tracking changes to label settings

Tracking changes to label settings

If History subscriptions are configured to retain information, you can view the details of the changes made to settings, assets, and objects.

This information includes the date the change was made and the user who made the change, which can be useful during troubleshooting.

Managing manual labels

Managing manual labels

Add or edit manual labels
View manual label details
Delete manual labels

You can manage labels from the Label section of the Administrator Console. Labels can also be added and applied from list pages in other sections, such as Inventory and Security by selecting Choose Action > Add Label.

Add or edit manual labels

Add or edit manual labels

You can add or edit manual labels as needed.

1.
Go to the Label 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, in the Home section, click Label Management.
c.
On the Label Management panel, click View and edit master list of labels under the Labels section to display the Labels page.
d.
Display the Label Detail page by doing one of the following:
▪
Click the name of a label.
▪
Select Choose Action > New > Manual Label.
Tip:
 
TIP: Avoid using backslashes (\) in label names. If you need to use a backslash in a label name, add a second backslash (\\) to escape it.
2.
Provide the following information:

Option

Description

Name

The name of the label. This name appears on the Labels list.

Description

Any additional information you want to provide.

Alternate Location Path

(Optional) The alternate download location for Managed Installations, File Synchronizations, and other deployments that are performed on items assigned to this label. The location you specify replaces the string KACE_ALT_LOCATION.

CAUTION:
 
CAUTION: You should not have a device in two labels that both specify a value in this field.

Alternate Location Login

If you specify an alternate download location, specify the path to the location.

Alternate Location Password

If you specify an alternate download location, specify the username and password for the location.

Restrict Label Usage To

(Optional) The categories of items to which the label or label group can be applied. If you do not restrict label usage, the label or label group can be applied to any item. However, if you restrict the label or label group to categories such as Applications and Patches, that label or label group can be applied only to Applications and Patches; it cannot be applied to other items, such as Devices.

Meter Software Usage

Enable metering on devices that have the label assigned. This enables metering on the devices only. To meter software, you need to also enable metering for individual applications.

Allow Application Control

Enable Application Control on devices. Software marked as Not Allowed is prevented from running on devices to which the label is applied.

Restrict to Label Group

(Optional) The label group to which the label is assigned. To assign the label to a label group, click Edit next to the Label Group field, then select a label group. This is useful if you have a large number of labels and you want to organize them into sub-labels. For example, you could include the labels of your licensed applications in a group label named Licenses. In addition, labels inherit any restrictions of the groups to which they belong.

Scoped to User Role

The user role associated with this label. When a label is associated with a user role, the user actions are limited to only those devices, scripts, and schedules that are associated with that label. For more information about user roles, see Add or edit User Roles.

3.
Click Save.
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