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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

Troubleshoot Remote Control

Troubleshoot Remote Control

1.
The remote control session is not working.

Or

I am getting a blank or black screen. What should I do?

To run a remote access session smoothly, ensure the following are fulfilled:

◦
Remote Control Agent Installation - The Remote Control Agent must be installed on the chosen device and managed by KACE SMA.
◦
Unique ID included in inventory - The installed Remote Control Agent creates a Unique Id (device identifier). This Unique Id should be reported to KACE SMA by the KACE SMA agent inventory process.
◦
Splashtop RMM Code - The device should be configured with an RMM code linking it to the correct Splashtop management group.
◦
Force Inventory - Refresh the updates by forcing an Inventory.
2.
Where can I download the Splashtop for RMM and the Remote Control Agent applications?

You must install the Splashtop for RMM application on the controlling device. You need to download the Splashtop for RMM application through the links provided by SMA. Refer the following topics:

◦
Download from the Control Panel page
◦
Download from the pop-up window after you initiate a remote control session

You must install the Remote Control Agent application on the agent-managed devices. You can download the application using the different methods described in the Install Remote Control Agent section. Refer the link: Install Remote Control Applications

If you are facing any issue, download the Remote Control Agent application from the following links;

◦
For macOS - https://my.splashtop.com/csrs/mac
◦
For Windows - https://my.splashtop.com/csrs/win
3.
I am unable to view the screen on my Mac. What should I do?

To view the screen on your Mac, you must grant permission for screen control and microphone access to the Remote Control Agent. To grant the permission, follow these steps:

a.
Open System Settings on your Mac.
b.
Go to Privacy and Security.
c.
Grant access to Accessibility for the Remote Control Agent (this is mandatory).
d.
Grant access to Screen Recording for the Remote Control Agent (this is mandatory).
e.
Grant access to the Microphone for the Remote Control Agent (required for sound).
f.
Grant access to Full Disk Access for the Remote Control Agent (required to transfer files).

After saving the settings, the remote session should start and you should be able to view the screen.

4.
I am still unable to connect. What should I do?

If you are still unable to connect,

◦
ensure that your device is connected to the Internet and that the proxy settings on your device's network settings are configured properly.
◦
visit the Splashtop’s website that checks if your device can connect: Check Connectivity to Splashtop Servers
◦
check with your network admin if the address is reachable on your network: https://st-rmm-kace.api.splashtop.com

Managing MIA devices

Managing MIA devices

Configure MIA settings
Apply labels to MIA devices
Delete MIA devices manually
Troubleshoot devices that fail to appear in inventory

Devices that are under management but that have not communicated with the appliance in the last 1 to 90 days are considered to be MIA (missing in action) or out-of-reach. You can configure MIA device settings and manage MIA devices as needed.

* 
NOTE: Your product license agreement entitles you to manage a specified number of devices that are classified as Managed Computers, Monitored Devices, and Assets. Be aware that devices count toward these limits even if devices are MIA (missing in action) or no longer in use. However, devices that are added to inventory manually, or through the API, do not count toward license limits. See View product licensing information.
NOTE: To increase your license capacity, go to the Quest website: https://quest.com/buy.

Configure MIA settings

Configure MIA settings

You can configure the appliance to automatically delete MIA devices from inventory after devices have not checked in for a specified number of days. Automatically deleting MIA devices can reduce the need to delete MIA devices manually.

Be aware that the process that deletes MIA devices runs daily at 03:45, and it can delete up to 100 devices during a single run. If there are more than 100 MIA devices to be deleted, or if you must delete devices immediately, consider deleting devices manually.

1.
Go to the Devices 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 Inventory, then click Devices.
2.
Select Choose Action > Configure MIA Settings to display the MIA Settings page.
3.
Provide the following information:

Option

Description

Automatically Remove MIA Devices

Archive or delete managed devices that are MIA (missing in action) after the specified period of time. Clear the check box to prevent MIA devices from being Archived or deleted automatically.

After n days

The number of days MIA devices remain in inventory if Automatically Relete MIA Devices is selected. Managed devices that do not communicate with the appliance for the specified number of days are automatically deleted or archived, as specified.

Archive MIA Asset-Devices

Select this option to archive the MIA devices after the specified number of days.

Delete MIA Devices

Select this option to permanently delete the MIA devices after the specified number of days.

4.
Click Save.
Devices are deleted when the deletion process runs daily at 03:45. The process can delete up to 100 devices during a run.

If there are more than 100 MIA devices to be deleted, or if you must delete devices immediately, consider deleting devices manually. See Delete MIA devices manually.

Apply labels to MIA devices

Apply labels to MIA devices

You can use labels to manage groups of MIA devices.

1.
Go to the Devices 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 Inventory, then click Devices.
2.
Optional: To view MIA devices: In the View By drop-down list, which appears above the table on the right, select MIA, then select the number of syncs the device missed, or the number of days the device has been missing.
3.
Select the check box next to one or more devices.
4.
Select Choose Action > Apply Labels to display the Apply Labels dialog.
5.
Search for labels, or drag a listed label into Apply these labels, and click Apply Labels.
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