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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

Access backup files through FTP

Access backup files through FTP

You can use FTP to access appliance backup files. This is useful if you want to create a process on a different server to access the backup, or if your backup files are more than 1 GB and accessing them through the Administrator Console causes the browser to time out.

1.
Verify that Security Settings enable FTP access to backup files.
See Configure security settings for the appliance.
2.
Do one of the following:
◦
On a Windows device, open a command prompt, then at the C:\ prompt, enter: ftp k1000.
◦
Using any FTP client, access ftp k1000.
3.
Enter the login credentials.
The default credentials are:

Username: kbftp

Password: getbxf

* 
NOTE: To change the FTP password, see Configure security settings for the appliance. You cannot change the FTP username.
4.
To access the backup files from a command prompt, enter the following commands:
> type binary
> get k1_base.tg
> get k1_base.tgz
> get k1_incr.tgz
>close
>quit

About deleting appliance backup data

About deleting appliance backup data

Disable or enable appliance backups

You can delete appliance backup data by disabling appliance backups.

Disabling backups can be useful if you want to reduce the amount of data being stored by the appliance. For example, if your virtual appliance uses virtual machine snapshots to back up appliance data instead of using the appliance backup files, you can disable appliance backups to reduce the size of the virtual machine.

Important:
 
IMPORTANT: Disabling backups prevents you from restoring appliance settings and data from the Administrator Console in the event of a disaster. As a result, you should disable appliance backups only if you are using an alternative method of backing up data, such as virtual machine snapshots for the virtual appliance. Disabling backups is not recommended for physical appliances.
Disable or enable appliance backups

By default, appliance backups are enabled. You can disable and enable appliance backups as needed.

When you disable appliance backups, existing backup files are scheduled for deletion at the next scheduled backup time.

Important:
 
IMPORTANT: Disabling backups prevents you from restoring appliance settings and data from the Administrator Console in the event of a disaster. As a result, you should disable appliance backups only if you are using an alternative method of backing up data, such as virtual machine snapshots for the virtual appliance. Disabling backups is not recommended for physical versions of the appliance.
1.
Optional: To preserve the ability to restore data and settings in the event of a disaster, download the latest backup files from the Administrator Console and save them to a different location before you disable backups. See Download backup files from the Administrator Console.
2.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
3.
On the Control Panel, in the Backup Settings and Restore section, click either of the links Set backup schedule, Configure retention policy, or Configure offboard backup settings link to go to the Backup Settings page.
4.
On the Backup Settings page, select Disable Backups.
5.
Click Save.
The following actions are performed:
◦
All backup options are disabled.
◦
Backup retention settings are set to 1 for daily backups and 0 for monthly backups.
◦
Existing backup files are scheduled for deletion from the appliance at the next scheduled backup time.
6.
To enable appliance backups, clear the Disable Backups check box, then click Save.
7.
Optional: Click Run Now to generate a full backup of the system, including both Base and Differential backup files.

Disable or enable appliance backups

About deleting appliance backup data

Disable or enable appliance backups

You can delete appliance backup data by disabling appliance backups.

Disabling backups can be useful if you want to reduce the amount of data being stored by the appliance. For example, if your virtual appliance uses virtual machine snapshots to back up appliance data instead of using the appliance backup files, you can disable appliance backups to reduce the size of the virtual machine.

Important:
 
IMPORTANT: Disabling backups prevents you from restoring appliance settings and data from the Administrator Console in the event of a disaster. As a result, you should disable appliance backups only if you are using an alternative method of backing up data, such as virtual machine snapshots for the virtual appliance. Disabling backups is not recommended for physical appliances.
Disable or enable appliance backups

By default, appliance backups are enabled. You can disable and enable appliance backups as needed.

When you disable appliance backups, existing backup files are scheduled for deletion at the next scheduled backup time.

Important:
 
IMPORTANT: Disabling backups prevents you from restoring appliance settings and data from the Administrator Console in the event of a disaster. As a result, you should disable appliance backups only if you are using an alternative method of backing up data, such as virtual machine snapshots for the virtual appliance. Disabling backups is not recommended for physical versions of the appliance.
1.
Optional: To preserve the ability to restore data and settings in the event of a disaster, download the latest backup files from the Administrator Console and save them to a different location before you disable backups. See Download backup files from the Administrator Console.
2.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
3.
On the Control Panel, in the Backup Settings and Restore section, click either of the links Set backup schedule, Configure retention policy, or Configure offboard backup settings link to go to the Backup Settings page.
4.
On the Backup Settings page, select Disable Backups.
5.
Click Save.
The following actions are performed:
◦
All backup options are disabled.
◦
Backup retention settings are set to 1 for daily backups and 0 for monthly backups.
◦
Existing backup files are scheduled for deletion from the appliance at the next scheduled backup time.
6.
To enable appliance backups, clear the Disable Backups check box, then click Save.
7.
Optional: Click Run Now to generate a full backup of the system, including both Base and Differential backup files.

Configure offboard backup transfer

Configure offboard backup transfer

Appliance backups allow you to restore your appliance in the event of a data loss or other disaster. When you run into a problem with the appliance OS or the database, and you are asked to re-image the appliance, if you do not copy the backup files to a safe location prior to re-imaging, the backups cannot be restored. The Backup Settings page allows you to configure the transfer of backup data to an external location automatically. When configured, the appliance copies nightly backup files to an external location each time it completes the backup process.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
On the Control Panel, in the Backup Settings and Restore section, click the Configure offboard backup settings link to go to the Backup Settings page.
3.
In the Offboard Backup Transfer Settings tab, clear the Disable Offboard Backup Transfer.
4.
Click Offboard Backup Transfer Protocol, and select the protocol that you want to use to transfer the backup files: FTP, Secure FTP, Samba, Azure Commercial Blob Storage, Azure Goverment Blob Storage or Amazon S3.

Option

Description

Disable Offboard Backup Transfer

Indicates if offboard backup transfer is disabled or enabled. Clear this check box to enable offboard backup transfer.

Offboard Backup Transfer Protocol

The protocol that you want to use to transfer the backup files: FTP, Secure FTP, Samba, Azure Commercial Blob Storage, Azure Goverment Blob Storage or Amazon S3. If you want to use an Azure Blob Storage or Amazon S3 you must have a storage account set up. For more details, see your MS Azure and Amazon documentation.

Important:
 
IMPORTANT: Secure FTP (SFTP), Azure Commercial Blob Storage, and Amazon S3 protocols are the best practice recommendation for secure transfers with built-in integrity checking. While FTP and Samba options are also available, they are not recommended due to inherent vulnerabilities in these protocols and unencrypted data transfer.

Offboard Backup Transfer Server

The host name or the IP address of the machine to which you want to copy the backup files.

Path or Share Name

The path of the directory on the machine to which you want to copy the backup files.

User Name

The name of the user account that you want to use to access the destination machine.

User Password

The password associated with the user name.

5.
To verify if you can access the destination machine using the provided address and credentials, click Test.
A message appears, indicating the success of the operation. If access to the destination server fails, this is indicated in the message. Verify your configuration and make changes, as applicable.
6.
Click Save.
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