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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 Replication Shares

About Replication Shares

Replication Shares are devices that keep copies of files for distribution. Replication shares are especially useful if your managed devices are deployed across multiple geographic locations.

For example, using a Replication Share, a device in New York could download files from another device at the same office, rather than downloading those files from an appliance in Los Angeles. A Replication Share is a full replication of all digital assets and is managed automatically by the appliance. Whenever a Replication Share is specified for a label, devices in that label go to the Replication Share to get files.

The KACE Agent always looks to the appliance for distribution files if no Replication Shares are specified for any label applied to a device. If the appliance uses multiple Replication Shares, the agent makes a random selection.

See Using Replication Shares.

Distributing applications to Mac OS X devices

Distributing applications to Mac OS X devices

The appliance provides various methods for distributing applications, updates, and files to Mac OS X devices.

About installers and plain packages

On Mac OS X, there is a universal installer with the usual PKG file extension. You cannot upload a PKG file directly, as these files consist of low-level directories, and web browsers cannot handle uploading entire directories.

Plain (APP) packages, which can be installed by dragging them to the Applications folder on the Mac, do not require installers. However, APP packages must be archived because they consist of low-level directories, similar to the installer packages.

You can archive installers along with plain applications. The appliance runs installers first and then copies applications into the Applications folder.

Supported package deployments on Mac OS X

The supported package deployments are PKG, APP, DMG, ZIP, TGZ, and TAR.GZ.

If you package the file as a disk image, the appliance mounts and unmounts it quietly. This section provides examples for each type of deployment. For each of these examples, you must have already uploaded the file to the appliance prior to creating the Managed Installation package. Quest recommends that you install the application on a test device. When the KACE Agent connects to the appliance, the appliance creates an inventory item and a Managed Installation package for the application.

Using Managed Installations

Using Managed Installations

Adding applications to inventory
About creating Managed Installations
About installation parameters
Identify parameters that are supported by installer files
Create Managed Installations for Windows devices
Examples of common deployments on Windows
Create Managed Installations for ZIP files
Create Managed Installations for RPM files
Create Managed Installations for TAR.GZ files
Create Managed Installations for macOS X devices

Managed Installations (MI) are the primary mechanism for deploying applications to, or removing applications from managed devices. Each Managed Installation describes a specific application title and version to be installed or removed, including installation commands, installation files, and target devices (identified by label).

Managed Installations always take place at the same time that managed devices upload inventory data to the appliance. In this way, the appliance confirms that the installation is actually needed before it performs the installation. Installation packages can be configured to run silently or with user interaction. Managed Installations can include installation, uninstallation, and command-line parameters.

Managed Installations requires an active network connections to the appliance. If the connection becomes disrupted during an installation, the process continues when the agent reconnects.

On Windows the most common Managed Installation package deployments are MSI, EXE, and ZIP files.

Supported package deployments for Linux devices include RPM, ZIP, BIN, TGZ, and TAR.GZ files.

Adding applications to inventory

Adding applications to inventory

Before you create a Managed Installation, the files you want to deploy must be associated with an application on the Software page. If the application is not yet on the Software page, you can add it as needed.

To add an application that is not on the Software page, you can:

•
Install the application on a managed device, then request an inventory update from the device. See Forcing inventory updates.
•
Manually add the application to inventory. See Add applications to Software page inventory manually.
CAUTION:
 
CAUTION: If the display name of the application inventory item does not exactly match the name that the application registers in Add/Remove programs, the appliance might attempt to deploy a package repeatedly even though it is already there. To solve this problem, add the application to the Software inventory list, then use the registered application name in the Managed Installation.
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