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KACE Systems Management Appliance 14.1 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 About Remote Control 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

Configure CC lists for ticket categories

Configure CC lists for ticket categories

You can automatically notify users, or groups of users, when tickets are filed in specified categories, such as hardware, software, or networking. To do this, add email addresses to the CC List value of each ticket category.

Configuring the CC List values of ticket categories is useful if you want to notify users, or groups of users, when tickets are filed in categories that interest them. For example, you could add all of your system administrators to the CC List of the Network category to ensure that they are notified of networking issues as they arise.

If you have multiple queues, you configure the ticket category CC List values for each queue separately.

1.
Go to the Service Desk Queue 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 Configuration.
c.
On the Configuration panel, click Create and manage queues in Queue section.
d.
Display the Queue Detail page by doing one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
In the Email on Events tab, select all of the check boxes under the Category CC column. See Configure email triggers.
3.
Click Save.
4.
In the Queues section, select the Customize field.
5.
In the Category Values tab, add email addresses to the CC List entries:
a.
Click the Edit button in a category row: .
b.
In the CC List field, enter a default email address for the category. Use commas to separate email addresses. To enter multiple email addresses, consider using a distribution list.
c.
Click Save at the end of the row.
d.
Repeat this process to add CC List entries for other categories.
6.
Click Save at the bottom of the page.

Create a default email address for ticket owners. See Create the DefaultTicketOwners account.

Automatically add email addresses to ticket CC List fields

Automatically add email addresses to ticket CC List fields

You can enable Service Desk to automatically add email addresses to the CC List field of tickets whenever those addresses appear in the To and Cc fields of tickets submitted or updated through email.

When this setting is enabled, any email addresses in the To and Cc fields are automatically added to ticket CC List fields unless those addresses are specified in the System Email Exclusion List. See Exclude addresses from ticket CC List fields.

* 
NOTE: If your Service Desk was created on an appliance running version 6.3 or earlier, this setting is disabled by default. If the Organization component is enabled on your system, and you create a new organization, however, the setting is enabled by default. The setting is also enabled on new KACE SMAs running version 6.4 or later.
1.
Go to the Service Desk 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Service Desk Email Preferences in the Email Configuration section.
2.
In the Inbound Email tab, select the check box next to Add email addresses from the CC List to ticket.
3.
Click Save.

Configure the email exclusion list to prevent Service Desk from automatically adding unwanted email addresses to ticket CC List fields. See Exclude addresses from ticket CC List fields.

Exclude addresses from ticket CC List fields

Exclude addresses from ticket CC List fields

Service Desk can automatically add email addresses to ticket CC List fields when tickets are submitted or updated through email. However, some addresses, such as distribution lists and general company email addresses, should not be added automatically because they increase unnecessary email traffic. To prevent Service Desk from adding unwanted email addresses, you can specify the email addresses you want to exclude.

The email exclusion list is an appliance-level setting. If the Organization component is enabled on your appliance, the email exclusion list is applied to all organizations and Service Desk queues.

* 
NOTE: The email addresses associated with Service Desk queues are never automatically added to ticket CC List fields, because sending messages to these addresses could result in new tickets being opened inadvertently. You do not need to add these addresses to the exclusion list.
1.
Go to the Service Desk 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Service Desk Email Preferences in the Email Configuration section.
2.
In the Inbound Email tab, click System Email Exclusion List to display the Define System Email Exclusion List page.
3.
To add an email address to the list, click add: .
4.
In the Add Email dialog, type an email address, then click Save.
The email address is added to the exclusion list.

Prevent email loops

Prevent email loops

When tickets are submitted or updated through email, Service Desk sends ticket notifications to respective parties. However, if one or more users who receive such email reply with an automated Out of Office response, Service Desk reacts with another ticket update and yet another email notification, potentially causing an infinite email loop.

You can prevent the Service Desk from processing an email when an Out of Office response is received. You also have an option to stop sending email notifications when a high number of incoming ticket-related emails is detected. Any emails that cause the Service Desk to stop sending email notifications are logged.

1.
Go to the Service Desk Email Preferences 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 Configuration.
c.
On the Configuration panel, in the Email Configuration section, click Configure Email Preferences.
2.
Specify the text that you want to detect in the email subject. When the Service Desk receives a ticket-related email with the specified subject, it will stop processing that email.
a.
In the Inbound Email tab, in the Ignore emails with following text in the subject field, type the words that you want to detect. You can specify multiple entries, using a semi-colon as a separator. For example: Out of Office;Mail Delivery Failure.
3.
Configure the thresholds for all inbound email notifications during a specific period. When these levels are reached, the Service Desk will stop sending email notifications.
* 
NOTE: When the overall threshold is reached, notifications will pause for all tickets. If a per-ticket threshold is reached, notifications will be paused only for the affected ticket. When the number of email updates in the given period becomes lower than the configured threshold, the notifications will resume.

Option

Description

Total Emails per Ticket

The maximum number of all emails the Service Desk receives and responds with email notifications. The default value is 100 emails.

Received within the interval of x minutes

The time interval in minutes during which the specified number of emails are received. The default value is one minute.

To disable this restriction, you can set to a high number such as 99999.

4.
Configure the thresholds for inbound email notifications per ticket, during a specific period. When these levels are reached, the Service Desk will stop sending email notifications.

Option

Description

Total Emails per Ticket

The maximum number of all emails the Service Desk receives for each ticket, and responds with email notifications. The default value is 5 emails per ticket.

Received within the interval of x minutes

Specify the time interval in minutes during which the specified number of emails for each ticket are received. The default value is one minute. To disable this restriction, set this option to a high number such as 99999.

5.
Click Save.
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