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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

Pause monitoring for a device

Pause monitoring for a device

You can pause monitoring if you want to prevent the monitoring function from producing alerts while you work on, or make changes to, a device.

* 
NOTE: If you want to pause monitoring on a set schedule to accommodate regular maintenance tasks, you can set Maintenance Window schedules. See Schedule a Maintenance Window during which time alerts are not collected from a device.

If you want to pause or resume multiple devices at the same time, see Pause or resume monitoring for multiple devices.

1.
Go to the Monitoring 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, click Monitoring, then click Devices.
c.
Click the device in the Device column to display its Monitoring Detail page.
2.
Select the option button for Paused and click Save.

An icon in the Status column on the Device page in the Inventory section indicates the paused status:

•
: Device monitoring is paused on this Agent-managed device.
•
: Device monitoring is paused on this Agentless-managed device.

Pause or resume monitoring for multiple devices

Pause or resume monitoring for multiple devices

You can pause monitoring for multiple devices at the same time. You can resume monitoring for multiple devices as well.

1.
Go to the Monitored Devices list 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, click Monitoring, then click Devices.
2.
Select the check boxes for all the devices you want to pause or resume.
3.
Select Choose Action > Pause Monitoring or Resume Monitoring.
The entry in the Monitoring column for the devices changes to indicate the new state, Paused or Active.

Set the polling interval and any automatic dismissal or deletion of alerts

Set the polling interval and any automatic dismissal or deletion of alerts

You can configure some general monitoring settings for how often the appliance polls the logs for alerts. In addition, you can configure the appliance to dismiss alerts automatically after a number of days you set, and delete alerts too.

Dismissing an alert removes it from view on the Alerts list page and the dashboard widgets. Deleting an alert removes it from the database. You can recover dismissed alerts, but not deleted alerts.

1.
Go to the Monitoring Settings 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, click Settings, then click Monitoring Settings.
2.
Set the polling interval in minutes.
The minimum interval is 10 minutes.
3.
Optional: Set the appliance to dismiss alerts after a prescribed number of days.
a.
Select Dismiss alerts automatically.
b.
Type the value for the number of days.
4.
Optional: Set the appliance to delete alerts after a prescribed number of days.
a.
Select Delete alerts automatically.
b.
Type the value for the number of days.
5.
Click Save.

Disable ping probe

Disable ping probe

Ping probes are enabled by default when you enable monitoring for any device. However, in certain instances ping probes can engender an alert storm, so the appliance makes it possible to disable ping probes.

Ping sends Internet Control Message Protocol (ICMP) echo request packets to its target. Some firewalls block ICMP packets, so it is possible, because of the frequency of the ping probes, to have an enormous number of alerts generated from the probes being rejected. In these cases, disabling ping probes unclutters the monitoring results.

1.
Go to the Monitoring Settings 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, click Settings, then click Monitoring Settings on the Control Panel.
2.
Clear Enable ping probe.
3.
Click Save.
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