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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 managing devices

About managing devices

Managing devices is the process of using the appliance to collect and maintain information about devices on your network and performing tasks such as monitoring device status, creating reports, and so on.

To add devices to the appliance inventory, you can:

•
Install the KACE Agent on devices. Devices are automatically added to inventory after the Agent is installed on them and the Agent reports inventory to the appliance. See Provisioning the KACE Agent.
•
Enable Agentless management for devices. Agentless management is especially useful for devices that cannot have the KACE Agent installed, such as devices with unsupported operating systems. See Managing Agentless devices.
•
Upload inventory information for devices manually. See Adding devices manually in the Administrator Console or by using the API.
* 
NOTE: Your product license agreement entitles you to manage a specified number of devices that are classified as Managed Computers, Assets, and Monitored Servers. Devices count toward these limits even if such devices are MIA (missing in action) or no longer in use. However, devices that are added to inventory manually, or through the API, do not count toward license limits. See View product licensing information.

For information about the features available to devices, see Features available for each device management method.

Features available for each device management method

Features available for each device management method

Device management features vary, depending on the method used to manage the device and the device’s operating system.

For Windows devices, installing the Agent provides a full range of features. For Linux® devices and devices that cannot have the Agent installed, such as printers and network devices, Agentless management is the recommended option.

The following table provides a high-level view of the components and features available to managed devices.

* 
NOTE: Under Agentless, the Non-Win OSs are Mac OS X, CentOS™, Debian®, FreeBSD®, Oracle® Enterprise Linux, Red Hat Enterprise Linux, SUSE, Solaris®, and Ubuntu.

Table 10. Features available to managed devices

 

Feature or component

 

Agent

 

Agentless

WSAPI

manual

 

 

Win, Mac,

Linux

 

Win

 

Non-Win

Google Workspace

Devices

KACE MDM

DMM

Workspace ONE

 

SNMP

 

 

Home

Dashboard: Includes device information where appropriate. See About Dashboards.

X

X

X

X

X

X

X

X

Label Management: Labels can be assigned to devices. See About labels.

X

X

X

X

X

X

X

X

X

Search: Devices included in results. See Searching for information and filtering lists.

X

X

X

X

X

X

X

X

X

Inventory

Devices: List includes devices. See Managing inventory information.

X

X

X

X

X

X

X

X

X

Devices > Force Inventory. See Forcing inventory updates.

X

X

X

X

X

X

X

X

Devices > MIA settings. See Managing MIA devices.

X

X

X

X

X

X

X

X

Devices > Apply SNMP Configurations. See Using SNMP Inventory Configurations to identify specific SNMP objects and non-computer devices to add to inventory.

X

Software page: List includes software from devices. See About the Software page.

X

X

X

X

X

X

X

Software Catalog page: List includes software from devices. See Viewing Software Catalog information.

X

Windows and Mac only

Metering: Metering can be enabled for devices. See Using software metering.

X

Windows and Mac only

Blocking software (Mark Not Allowed): Software can be prevented from running on devices. See Using Application Control.

X

Windows and Mac only

Processes: Inventory available for devices. See Managing process inventory.

X

X

X

Startup programs: Inventory available for devices. See Managing startup program inventory.

X

X

X

Services: Inventory available for devices. See Managing service inventory.

X

X

Discovery Schedules: Devices can be discovered. See About Device Discovery and device management.

X

X

X

X

X

X

X

X

X

Discovery Results: Devices can be provisioned from results list. See About Device Discovery and device management.

X

X

X

X

X

X

X

X

SNMP Inventory Configurations: List of devices can be expanded. See Using SNMP Inventory Configurations to identify specific SNMP objects and non-computer devices to add to inventory.

X

Inventory: Custom inventory rules. See Writing custom inventory rules.

X

Monitoring

Alerts: Received alerts. See Working with alerts.

X

X

X

Devices: List includes devices with monitoring enabled. See Managing monitoring for devices.

X

X

X

Profiles: Alerts are defined through profiles. See Working with monitoring profiles.

X

X

X

Maintenance Windows: Can set regular schedule for pausing monitoring. See Schedule a Maintenance Window during which time alerts are not collected from a device.

X

X

X

Log Enablement Packages: These packages enable performance threshold monitoring and monitoring for applications such as Exchange, Internet Information Services (IIS), and so on. See Configuring application and threshold monitoring with Log Enablement Packages.

X

X

X

Assets

Assets: Can be created for devices. See About managing assets.

X

X

X

X

X

X

X

X

X

Asset Types: Can be created for devices. See Adding and customizing Asset Types and maintaining asset information.

X

X

X

X

X

X

X

X

X

Locations: Can be defined for devices, users, and assets. See Managing locations.

X

X

X

X

X

X

X

X

X

Import Assets: Can be imported for devices. See Importing license data in CSV files.

X

Distribution

Managed Installations: Can be used to install software on devices. See Using Managed Installations.

X

File Synchronizations: Can be used to manage files on devices. See Create and use File Synchronization.

X

Wake-on-LAN: Available for devices with valid IP address and MAC address. See Using Wake-on-LAN.

X

X

X

X

Replication: Can be used as replication shares. See Using Replication Shares.

X

Alerts: Can be broadcast to display on devices (different from server monitoring alerts). See Broadcasting alerts to managed devices.

X

Windows and Mac only

Scripting

Run Now: Can be used to run scripts on devices. See Using the Run and Run Now commands.

X

Run Now Status: Can be displayed for devices. See Monitor Run Now status and view script details.

X

Search Scripting Logs: Devices listed in results. See Search the scripting logs.

X

Security

Patch Management: Can be used to patch devices. See About patch management.

X

Windows and Mac only

Dell Updates: Can be used to update devices. See Managing Dell devices and updates.

X

Windows only

Service Desk

Tickets: Can be created and assigned to devices. See Creating tickets from the Administrator Console and User Console.

X

X

X

X

X

X

X

X

User Downloads: Software can be downloaded from the User Console to devices. See Managing User Downloads.

X

Knowledge Base. See Managing Knowledge Base articles.

X

X

X

X

X

X

X

X

Announcements: Can create announcements that appear on the User Console home page. See Add, edit, hide, or delete User Console announcements.

X

X

X

X

X

X

X

X

Configuration. See Setting up Service Desk.

X

X

X

X

X

X

X

X

Reporting

Reports: Device information available for reports. See Creating reports.

X

X

X

X

X

X

X

X

Report Schedules: View report schedules that have been created. See Scheduling reports.

X

X

X

X

X

X

X

X

Notifications: Devices can be included in notifications. See Scheduling notifications.

X

X

X

X

X

X

X

X

Settings: Control Panel

Device Actions: Actions can be performed on devices. See Run actions on devices.

X

X

X

X

License Usage Warning levels: Available for applications on devices. See Assign threat levels to applications.

X

X

X

X

X

X

X

X

History: Device information can be tracked. See Managing asset history.

X

X

X

X

X

X

X

X

Logs: Device information available. See View appliance logs.

X

X

X

X

X

X

X

X

Backup and restore: Device information included. See About appliance backups.

X

X

X

X

X

X

X

X

Organizations

Filters: Organization filters can be assigned to devices. See Managing organization filters.

X

X

X

X

X

X

X

X

Redirect Devices: Devices can be reassigned to organizations. See Redirect devices.

X

X

X

X

X

X

X

X

X

Filtering Devices: Devices can be filtered and reassigned to organizations. See Filter devices.

X

X

X

X

X

X

X

X

Organization settings: Inventory intervals configurable. See Schedule inventory data collection for managed devices.

X

X

X

X

X

X

X

X

About inventory information

About inventory information

Inventory includes information about the devices, applications, processes, startup programs, and services on managed devices on your network.

Inventory is:

•
Collected by the KACE Agent, which is installed on managed devices
•
Uploaded using the inventory API
•
Obtained through connections to Agentless devices

You can view detailed data about individual managed devices, as well as aggregated data collected across all managed devices. In addition, you can use inventory information in reports, and in decisions about upgrades, troubleshooting, purchasing, policies, and so on.

This section focuses on device inventory. For information about other inventory items, see:

•
Managing applications on the Software page
•
Managing Software Catalog inventory
•
Managing process, startup program, and service inventory

Tracking changes to inventory settings

Tracking changes to inventory 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. See About history settings.

About inventory change history

Change history for devices begins when there is a change to the information collected during the first report.

The first time a managed device reports inventory to the appliance, the information is considered to be a baseline report. As such, it is not recorded in the change history.

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