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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

Managing label groups

Managing label groups

Add, view, or edit label groups
Assign labels to or remove labels from label groups
Delete label groups

You manage label groups in the Labels section.

Add, view, or edit label groups

Add, view, or edit label groups

You can add, view, and edit label groups as needed.

1.
Go to the Label Group 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 link under the Labels section to display the Labels page.
d.
Display the Label Group Detail page by doing one of the following:
▪
Click the name of a label group
▪
Select Choose Action > New Label Group
2.
Provide the following information:

Option

Description

Name

The name of the label group.

Description

Any additional information you want to provide.

Restrict Label Group 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

Select or clear this check box to enable or disable metering for Device labels.

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.

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.

3.
Click Save.

Assign labels to or remove labels from label groups

Assign labels to or remove labels from label groups

Labels can be assigned to groups, and they can be associated with more than one label group. Labels inherit the restrictions of the groups to which they belong.

1.
Go to the Labels 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 View and edit master list of labels link under the Labels section to display the Labels page.
2.
Select the check boxes next to the labels you want to assign to a group.
3.
Select Choose Action > Apply Label Groups, then select the label group to which you want to assign the label.
Apply Label Groups appears only if you have label groups on your appliance.
The name of the label group appears next to the name of the label or labels you selected.
4.
Select the check box next to the labels you want to remove from a group.
5.
Select Choose Action > Remove Label Groups, then select the label group from which you want to remove the labels.
Remove Label Groups appears only if you have label groups on your appliance.
The name of the label group no longer appears next to the name of the label or labels you selected.

Delete label groups

Delete label groups

You can delete label groups only if they do not contain any labels or subgroups.

If a label group contains labels or subgroups, you must remove them from the label group before you can delete the group.

1.
Go to the Labels 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 View and edit master list of labels link under the Labels section to display the Labels page.
2.
If the label group does not contain any labels or subgroups:
a.
Select the check box next to the group’s name
b.
Select Choose Action > Delete, then click Yes to confirm.
The label group is removed.
3.
If the group contains labels or subgroups:
a.
Click the name of the label group to display the Label Group Detail page.
b.
In the Labeled Items section toward the bottom of the page, click the Add button to expand the Labels section: .
c.
Click the name of a label or label group to display the detail page for that label or label group.
d.
In the Label Group field, click Edit.
e.
In the Assign to Label Group window, click the Delete button next to the label you want to remove: .
f.
Click OK, then click Save.
g.
When you have removed all labels and subgroups from the label group, select the check box next to the label group’s name on the Labels page.
h.
Select Choose Action > Delete, then click Yes to confirm.
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