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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

Add a Smart Label for servers

Adding Smart Labels for devices

Add a Smart Label for desktops
Add a Smart Label for servers
Add a Smart Label for laptops

You can create Smart Labels to organize devices by type, such as desktop, server, and laptop. After you create Smart Labels for devices, you can schedule patches to be deployed to devices based on their labels.

Add a Smart Label for desktops

You can create a Smart Label to identify devices that require desktop patches.

1.
Go to the Devices list:
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 Inventory, then click Devices.
2.
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.

3.
Specify Smart Label criteria:
a.
Specify the criteria required to eliminate servers:
Operating System: Name | does not contain | Server
b.
Click Add Line, then specify the criteria required to eliminate laptops:
AND | Manufacturer and BIOS info: Chassis Type | does not contain | Laptop

Other useful criteria for identifying desktops include:

▪
System Names, if you give all of your desktops a similar name.
▪
System Models, such as all systems with XPS in the model name.
▪
IP addresses, or partial IP addresses using the contains criteria.
▪
BIOS Serial Numbers, or use the Includes partial serial number criteria. This is useful if you have purchased desktops with sequential numbers. For more information, contact your vendor.
▪
Software Title, if desktops have a title in common.
4.
Click Test to display items that match the search criteria.
5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Save to create the Smart Label.
7.
Optional: To confirm that the new label appears on the Labels list, select Home > Labels > Smart Labels or Label Management.
The new label appears empty at first. When devices are inventoried, the label is applied to them if they match the Smart Label criteria.
8.
Test the Smart Label:
a.
Click Inventory > Devices to display the Devices page.
b.
Click the name of a device that matches the criteria, but to which the label has not yet been applied.
c.
On the Device Detail page, click Force Inventory.
If the Smart Label is working correctly, the device checks in, and the label is applied to it.

Force Inventory is available only if the agent messaging protocol connection to an Agent-managed device is active, or for Agentless devices, if the device is reachable.

Add a Smart Label for servers

You can create a Smart Label to identify devices that require server patches.

1.
Go to the Devices list:
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 Inventory, then click Devices.
2.
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.

3.
Specify search criteria:
a.
Specify the criteria required to identify servers:
Operating System: Name | contains | Server
b.
Click Add Line, then specify the criteria required to eliminate laptops:
AND | Manufacturer and BIOS info: Chassis Type | does not contain | Laptop

Other useful criteria for identifying servers include:

▪
System Names, if you give all of your servers a similar name.
▪
IP addresses, or partial IP addresses using the contains criteria.
▪
BIOS Serial Numbers, or use the Includes partial serial number criteria. This is useful if you have purchased servers with sequential numbers. For more information, contact your vendor.
▪
Software Title, if servers have a title in common.
4.
Click Test to display items that match the search criteria.
5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Save.
7.
Optional: To confirm that the new label appears on the Labels list, select Home > Labels > Smart Labels or Label Management.
The new label appears empty at first. When devices are inventoried, the label is applied to them if they match the Smart Label criteria.
8.
Test the Smart Label:
a.
Click Inventory > Devices to display the Devices page.
b.
Click the name of a device that matches the criteria, but to which the label has not yet been applied.
c.
On the Device Detail page, click Force Inventory.
If the Smart Label is working correctly, the device checks in, and the label is applied to it.

Force Inventory is available only if the agent messaging protocol connection to an Agent-managed device is active, or for Agentless devices, if the device is reachable.

Add a Smart Label for laptops

You can create a Smart Label to identify devices that require laptop patches.

1.
Go to the Devices list:
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 Inventory, then click Devices.
2.
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.

3.
Specify search criteria:
a.
Specify the criteria required to eliminate servers:
Operating System: Name | does not contain | Server
b.
Click Add Line, then specify the criteria required to identify laptops:
AND | Manufacturer and BIOS Info: Chassis Type | contains | Laptop

Other useful criteria for identifying laptops include:

▪
System Names, if you give all of your laptops a similar name.
▪
IP addresses, or partial IP addresses using the contains criteria.
▪
BIOS Serial Numbers, or use the Includes partial serial number criteria. This is useful if you have purchased laptops with sequential numbers. For more information, contact your vendor.
▪
Software Title, if laptops have a title in common.
4.
Click Test to display items that match the search criteria.
5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Save to create the Smart Label.
7.
Optional: To confirm that the new label appears on the Labels list, select Home > Labels > Smart Labels or Label Management.
The new label appears empty at first. When devices are inventoried, the label is applied to them if they match the Smart Label criteria.
8.
Test the Smart Label:
a.
Click Inventory > Devices to display the Devices page.
b.
Click the name of a device that matches the criteria, but to which the label has not yet been applied.
c.
On the Device Detail page, click Force Inventory.
If the Smart Label is working correctly, the device checks in, and the label is applied to it.

Force Inventory is available only if the agent messaging protocol connection to an Agent-managed device is active, or for Agentless devices, if the device is reachable.

Add a Smart Label for laptops

Adding Smart Labels for devices

Add a Smart Label for desktops
Add a Smart Label for servers
Add a Smart Label for laptops

You can create Smart Labels to organize devices by type, such as desktop, server, and laptop. After you create Smart Labels for devices, you can schedule patches to be deployed to devices based on their labels.

Add a Smart Label for desktops

You can create a Smart Label to identify devices that require desktop patches.

1.
Go to the Devices list:
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 Inventory, then click Devices.
2.
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.

3.
Specify Smart Label criteria:
a.
Specify the criteria required to eliminate servers:
Operating System: Name | does not contain | Server
b.
Click Add Line, then specify the criteria required to eliminate laptops:
AND | Manufacturer and BIOS info: Chassis Type | does not contain | Laptop

Other useful criteria for identifying desktops include:

▪
System Names, if you give all of your desktops a similar name.
▪
System Models, such as all systems with XPS in the model name.
▪
IP addresses, or partial IP addresses using the contains criteria.
▪
BIOS Serial Numbers, or use the Includes partial serial number criteria. This is useful if you have purchased desktops with sequential numbers. For more information, contact your vendor.
▪
Software Title, if desktops have a title in common.
4.
Click Test to display items that match the search criteria.
5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Save to create the Smart Label.
7.
Optional: To confirm that the new label appears on the Labels list, select Home > Labels > Smart Labels or Label Management.
The new label appears empty at first. When devices are inventoried, the label is applied to them if they match the Smart Label criteria.
8.
Test the Smart Label:
a.
Click Inventory > Devices to display the Devices page.
b.
Click the name of a device that matches the criteria, but to which the label has not yet been applied.
c.
On the Device Detail page, click Force Inventory.
If the Smart Label is working correctly, the device checks in, and the label is applied to it.

Force Inventory is available only if the agent messaging protocol connection to an Agent-managed device is active, or for Agentless devices, if the device is reachable.

Add a Smart Label for servers

You can create a Smart Label to identify devices that require server patches.

1.
Go to the Devices list:
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 Inventory, then click Devices.
2.
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.

3.
Specify search criteria:
a.
Specify the criteria required to identify servers:
Operating System: Name | contains | Server
b.
Click Add Line, then specify the criteria required to eliminate laptops:
AND | Manufacturer and BIOS info: Chassis Type | does not contain | Laptop

Other useful criteria for identifying servers include:

▪
System Names, if you give all of your servers a similar name.
▪
IP addresses, or partial IP addresses using the contains criteria.
▪
BIOS Serial Numbers, or use the Includes partial serial number criteria. This is useful if you have purchased servers with sequential numbers. For more information, contact your vendor.
▪
Software Title, if servers have a title in common.
4.
Click Test to display items that match the search criteria.
5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Save.
7.
Optional: To confirm that the new label appears on the Labels list, select Home > Labels > Smart Labels or Label Management.
The new label appears empty at first. When devices are inventoried, the label is applied to them if they match the Smart Label criteria.
8.
Test the Smart Label:
a.
Click Inventory > Devices to display the Devices page.
b.
Click the name of a device that matches the criteria, but to which the label has not yet been applied.
c.
On the Device Detail page, click Force Inventory.
If the Smart Label is working correctly, the device checks in, and the label is applied to it.

Force Inventory is available only if the agent messaging protocol connection to an Agent-managed device is active, or for Agentless devices, if the device is reachable.

Add a Smart Label for laptops

You can create a Smart Label to identify devices that require laptop patches.

1.
Go to the Devices list:
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 Inventory, then click Devices.
2.
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.

3.
Specify search criteria:
a.
Specify the criteria required to eliminate servers:
Operating System: Name | does not contain | Server
b.
Click Add Line, then specify the criteria required to identify laptops:
AND | Manufacturer and BIOS Info: Chassis Type | contains | Laptop

Other useful criteria for identifying laptops include:

▪
System Names, if you give all of your laptops a similar name.
▪
IP addresses, or partial IP addresses using the contains criteria.
▪
BIOS Serial Numbers, or use the Includes partial serial number criteria. This is useful if you have purchased laptops with sequential numbers. For more information, contact your vendor.
▪
Software Title, if laptops have a title in common.
4.
Click Test to display items that match the search criteria.
5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Save to create the Smart Label.
7.
Optional: To confirm that the new label appears on the Labels list, select Home > Labels > Smart Labels or Label Management.
The new label appears empty at first. When devices are inventoried, the label is applied to them if they match the Smart Label criteria.
8.
Test the Smart Label:
a.
Click Inventory > Devices to display the Devices page.
b.
Click the name of a device that matches the criteria, but to which the label has not yet been applied.
c.
On the Device Detail page, click Force Inventory.
If the Smart Label is working correctly, the device checks in, and the label is applied to it.

Force Inventory is available only if the agent messaging protocol connection to an Agent-managed device is active, or for Agentless devices, if the device is reachable.

Assign the Smart Label run order

Assign the Smart Label run order

You can run Smart Labels sequentially by assigning the run order in the Smart Label properties.

Assigning the Smart Label run order can be useful when you want to run a specific Smart Label before other Smart Labels. For example, you might have a Smart Label that identifies a set of devices. If you want to use a second Smart Label to further refine the set of devices based on the first label being applied, you could set the run order so that the first Smart Label runs before the second one. Smart Labels have a default order value of 100, and Smart Labels with lower values run before those with higher values.

1.
Go to the Smart Label list:
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 link under the Smart Labels section to display the Smart Labels page.
2.
In the Choose Action menu, in the Order section, select the type of label whose run order you want to change.
The Order page appears, showing all Smart Labels of the selected type.
3.
To change a Smart Label’s order value:
a.
Click the Edit button to the right of the Order column: .
b.
Enter an order value, then click Save.
4.
Click Save.

Delete Smart Labels

Delete Smart Labels

Deleting Smart Label is useful if you need to make extensive changes to Smart Label criteria while preserving labels used in tasks such as Managed Installations.

For example, you could delete all the criteria from a Smart Label, then re-apply new criteria to the container label. In effect, this would create a new Smart Label using the existing container label required for Managed Installations.

Deleting a Smart Label removes the criteria associated with the Smart Label, but it does not delete any other labels associated with the Smart Label.

1.
Go to the Smart Label list:
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 link under the Smart Labels section to display the Smart Labels page.
2.
Select the check box next to one or more Smart Labels.
3.
Select Choose Action > Delete, then click Yes to confirm.
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