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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

Example: Combine Smart Labels to identify devices

Example: Combine Smart Labels to identify devices

This example demonstrates how to combine three Smart Labels to identify devices running Windows 7 or Windows 8 that do not have the McAfee® VirusScan® application installed.

The following are the three Smart Labels created in this example:

•
The first Smart Label, Win78, is applied to devices that have Windows 7 or Windows 8 operating systems. This label has a run order of 1.
•
The second Smart Label, MissingVirusScan, is applied to devices that do not have the VirusScan application installed. This label also has a run order of 1.
•
The third Smart Label, Win78MissingVirusScan, is applied to devices that have both the Win78 and MissingVirusScan Smart Labels applied. This label has a run order of 2, so that it runs after the first two labels.
1.
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.
2.
Create a device Smart Label to identify the operating system:
a.
On the left navigation bar, click Inventory, then click Devices.
b.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears.

The image displays the Smart Label panel with search criteria entered.

c.
Specify the criteria required for the Windows 7 operating system:
Operating System: Name | contains | Windows 7
d.
With OR selected in the operator drop-down list, click Add Line, then specify the criteria required for the Windows 8 operating system:
Operating System: Name | contains | Windows 8
e.
In the Choose label drop-down list, type a name for the label, such as Win78, then click Smart Label.
3.
Create a device Smart Label to find devices that are missing the VirusScan application:
a.
In the Smart Label panel on the Devices page, specify the criteria required to find devices that do not have the VirusScan application installed:
Software: Software Titles | does not contain | VirusScan
b.
In the Choose label drop-down list, type a name for the label, such as MissingVirusScan, then click Smart Label.
4.
Create a device Smart Label that uses the Smart Labels created in the preceding steps.
5.
Create a Smart Label for the application:
a.
In the Smart Label panel on the Devices page, specify the criteria to identify devices with the Win78 Smart Label applied:
Device Identity Information: Label Names | = | Win78
b.
With AND selected in the operator drop-down list, click Add Line, then specify the criteria to identify devices with the MissingVirusScan Smart Label applied:
Device Identity Information: Label Names | = | MissingVirusScan
c.
In the Choose label drop-down list, type a name for the label, such as Win78MissingVirusScan, then click Smart Label.
6.
Set the order in which to run the Smart Labels:
a.
On the left navigation bar, in the Home section, click Label Management.
b.
On the Label Management panel, click Automatic labeling based on advanced search criteria under the Labels section to display the Smart Labels page.
c.
Select Choose Action > Order Labels > Device Smart Labels.
The Order Device Smart Labels page appears.
d.
Click the Edit button at the far right in the Win78 label row: .
e.
In the Order column, type 1, then click Save.
f.
Click the Edit button at the far right in the MissingVirusScan label: .
g.
In the Order column, type 1, then click Save.
h.
Click the Edit button at the far right in the Win78MissingVirusScan label row: .
i.
In the Order column, type 2, then click Save.
j.
Click Save at the bottom of the list.
The Win78 label and the MissingVirusScan label are set to run before the Win78MissingVirusScan label. This ensures that Windows 7 and 8 devices that are missing the VirusScan application are labeled before the Win78MissingVirusScan label runs.

Edit Smart Labels

Edit Smart Labels

You can change the SQL queries used in Smart Labels as needed.

When you change the SQL query used for a software Smart Label, the Smart Label is applied to or removed from items immediately, based on whether the items meet the new criteria. Device Smart Labels are applied to or removed from devices when the device’s inventory information is updated.

If you manually edit the SQL of a Smart Label, you can no longer edit the label using the Smart Label template. This is because the template cannot be used to edit custom SQL.

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 Automatic labeling based on advanced search criteria under the Labels section to display the Smart Labels page.
d.
Click the name of a Smart Label, or click the Edit button to the left of the Smart Label name.
* 
NOTE: If the SQL of the Smart Label has been edited manually, the Edit button is not displayed.
2.
Do any of the following:
◦
Select or clear the Enable Metering check box to enable or disable metering for device Smart Labels.
◦
In the Assigned Label field, select the label you want to associate with the Smart Label.
◦
Click Details to go to the detail page for the assigned label.
◦
If the Smart Label was created using the Smart Label template, and the SQL has not been edited manually, click the link next to using the original editor.
◦
To edit the Smart Label SQL manually, click the link next to using this editor.
CAUTION:
 
CAUTION: If you manually edit the SQL of a Smart Label, you can no longer edit the label using the Smart Label template. This is because the wizard cannot be used to edit custom SQL.
3.
Optional: Click Duplicate to create a new Smart Label that uses the same SQL query.
4.
Click Save.
* 
NOTE: When you click Duplicate to create a label, you can assign it to a new label only.

Setting up labels for user accounts

Setting up labels for user accounts

Add an All Ticket Owners label

You can use labels to group user accounts the same way you use labels to group devices and software in the Inventory section. In addition, you can use Smart Labels to grant levels of access to users. For example, you could use labels to designate who can submit, accept, reject, work on, and resolve Service Desk tickets.

Additionally, any labels you create in the Inventory section can work as user labels in Service Desk, provided that you created those labels without restrictions. If the labels were created with restrictions, you can modify them, or create labels in the Inventory sections without restrictions.

Add an All Ticket Owners label

To give users permission to own Service Desk tickets, you can create an All Ticket Owners label that you can apply to user accounts.

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 Automatic labeling based on advanced search criteria under the Labels section to display the Smart Labels page.
d.
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.

Type a name such as All Ticket Owners.

Description

Any additional information you want to provide.

3.
Click Save.

The new label is available in the Choose Action > Apply Label menu on the Users page. To assign the label to Service Desk staff when you import user data, see Importing users from an LDAP server.

Add an All Ticket Owners label

Setting up labels for user accounts

Add an All Ticket Owners label

You can use labels to group user accounts the same way you use labels to group devices and software in the Inventory section. In addition, you can use Smart Labels to grant levels of access to users. For example, you could use labels to designate who can submit, accept, reject, work on, and resolve Service Desk tickets.

Additionally, any labels you create in the Inventory section can work as user labels in Service Desk, provided that you created those labels without restrictions. If the labels were created with restrictions, you can modify them, or create labels in the Inventory sections without restrictions.

Add an All Ticket Owners label

To give users permission to own Service Desk tickets, you can create an All Ticket Owners label that you can apply to user accounts.

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 Automatic labeling based on advanced search criteria under the Labels section to display the Smart Labels page.
d.
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.

Type a name such as All Ticket Owners.

Description

Any additional information you want to provide.

3.
Click Save.

The new label is available in the Choose Action > Apply Label menu on the Users page. To assign the label to Service Desk staff when you import user data, see Importing users from an LDAP server.

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