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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

Bulk edit tickets in a queue

Bulk edit tickets in a queue

The bulk ticket update feature allows you to edit one or more fields of multiple tickets at the same time. The tickets must belong to the same queue. You can only bulk edit tickets if you are the queue owner.

Performing a bulk edit against a set of tickets does not affect ticket rules. Any ticket rules associated with the tickets you bulk edit continue to run, as configured. For more information about ticket rules, see Using Ticket Rules.

1.
Go to the Service Desk Tickets 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 Service Desk, then click Tickets.
2.
In the Queue drop-down list, which appears above the table, select a queue containing the tickets that you want to edit.
3.
On the Tickets list page, select the tickets that you want to bulk edit.
4.
Select Choose Action > Bulk Ticket Update.
5.
In the Bulk Ticket Update dialog box that appears, in the Field Name column, select a field whose value you want to update. Then, in the Field Value column, set the value that you want to assign to the selected field.
◦
To add a field to this bulk edit, click Add field to update, and specify the field's name and value.
◦
To delete a field from the list, in the Action column, click Remove item.
◦
To suppress email notifications to the applicable users about this change, select Supress Notifications.
◦
When editing the CC List field, any email addresses you add are appended to the existing CC list. To replace the items in the CC list with the values you provide here, ensure the Append to existing CC list check box is cleared.
◦
Bulk edits of the Comment field does not replace the existing comments, it only adds a new comment to the existing ones.
◦
Failing to provide the value of a required field results in an error.
◦
Bulk update does not allow you to change the ticket Status. You can bulk edit this field using the commands from the Choose Action menu.
◦
When done, click Save.

About User Downloads and Knowledge Base articles

About User Downloads and Knowledge Base articles

Managing User Downloads
Managing Knowledge Base articles

You can distribute software, scripts, and other downloadable files to users through the User Console. In addition, you can make Knowledge Base articles available for users to view in the User Console.

To enable users to access the User Console, you must create user accounts on the appliance or enable LDAP authentication. See About user accounts and user authentication.

Managing User Downloads

Managing User Downloads

Add User Downloads
Apply labels to User Downloads
Remove labels from User Downloads
Delete User Downloads

You can create, label, and delete User Downloads using the Administrator Console.

To make items available in the User Console, you must upload them in the User Downloads section of the Administrator Console. See Add User Downloads.

To run installers and scripts, users must have the KACE Agent software installed on their devices. See About managing devices.

To limit user access to downloadable items, select the device labels to which the items apply, or apply labels to the items themselves. See Apply labels to User Downloads.

Add User Downloads

Add User Downloads

You add software, scripts, and other downloadable files to the User Console using the Administrator Console.

All items that you want to add to the User Console must already exist in the appliance Inventory or Scripting sections. You cannot create software or scripts using the Administrator Console.

Tip:
 
TIP: Software distribution is available for items on the Software page and for Agent-managed devices only. It is not available for items on the Software Catalog page or Agentless devices.
1.
Go to the User Downloads 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 Service Desk, then click User Downloads.
c.
Select Choose Action > New.
2.
Select the Enabled check box to make the item visible on the User Console; clear the check box to hide the item.
3.
In the Configure section, select a Type:

Option

Description

Download

Select one of the following options:

•
Cataloged Software: Choose this option to select an item from the software catalog that includes one or more associated files. First select the application, and then the file that you want to be available for download. An application in the software catalog can include multiple files, such as installers for different application versions and platforms.
Tip:
 
TIP: When you add a cataloged software item to user downloads, the User Downloads (Administrator Console) and Downloads (User Console) pages display some additional information about that application in the Category, License Type, Platform, End of Life, General Availability, and MSRP ($) columns.
For more information about cataloged software, see About the Software Catalog and View details of Software Catalog applications.
•
Software: Create an item that downloads documentation, files, or other software that does not install automatically.

Install

Create an item that runs a software program on the user’s device. A device must have the Agent installed to run installations. Select one of the following options:

•
Use existing Managed Install: Choose this option to select an existing Managed Installation (MI). Each MI includes a specific application title and version to be installed or removed, including installation commands, installation files, and target devices (identified by label). For more information, see Using Managed Installations.
•
Default Installation: Choose from the programs available in Inventory > Software. For more information, see About the Software page.

Script

Create an item that runs a script on the user’s device. Choose from the scripts available in Scripting > Scripts. Devices must have the Agent software installed to run scripts.

4.
If you selected the Install package type in the previous step, enter the parameters required to run the installation, including any necessary installation switches or parameters.
5.
Specify the information to include:

Field

Description

Product Key

Send the product key to users when they download the application. To view Asset Detail license information, click Assets.

Unit Cost

(Optional) The cost per unit.

Installation Instructions

Instructions, legal notes, or any other information you want to upload to the User Console along with the application.

Description

Any additional information you want to provide.

Vendor License

(Optional) Any vendor-specific license text.

Corporate Licensing Policy

(Optional) Any organization-specific license text.

Email Product Key to End User

Send the product key to users when they download the application. To view Asset Detail license information, click Assets.

Notify Manager

Require users to enter their manager’s email address before enabling them to download or install applications.

Attachment

(Optional) The file to be included as documentation. The file size appears after the item is saved.

6.
In the Access Control section, specify distribution restrictions:

Field

Description

Assign to User Labels

(Optional) Click Manage Associated Labels and select a label to limit application deployment to users who are included in the label.

Restrict User Labels to Assigned Devices

(Optional) Limits access to this User Download package only to those users and devices associated with the selected label.

Requires Approval

(Optional) Select this check box if you want to the end user to obtain one or more approvals to download the software, and configure the following fields:

•
Approval Process Template: Select the process template containing the desired approval process. The process template must be based on the Software Request: Approval Required process type which applies to software download requests.
•
Approval Frequency: Indicate how often you want the user to request a permission to download the selected software: One-time Approval or Every Download Approval.
* 
NOTE: When an end user attempts to download an item that requires approval, the system automatically creates a ticket using the configured process template. Approvers are automatically notified. Upon approval, the user receives a notification and can proceed to download the selected item.
7.
Click Save.
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