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KACE Systems Management Appliance 15.0 - Administration Guide

About the KACE Systems Management Appliance 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 settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Enable API Access for the appliance Disable API Access for the appliance 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 Work with 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

Use Telnet to test incoming email

Use Telnet to test incoming email

You can use Telnet to communicate with the appliance SMTP server and send a test email.

1.
Use the following commands:

>telnet k1000.mydomain.com 25
>EHLO mydomain.com
>MAIL FROM:<admin@mydomain.com>
>RCPT TO:<servicedesk@k1000.mydomain.com
>DATA
>Test data here
>QUIT
.

These commands start communication, tell the server who the message is from, tell the server who the message is to, prepare to send data, and quit Telnet.

2.
Check the Service Desk email box to confirm that you have received email from admin@mydomain.com.

Access appliance logs to view Microsoft Exchange Server errors

Access appliance logs to view Microsoft Exchange Server errors

Information about Microsoft Exchange Server errors is available in appliance log files when logging is enabled on the Exchange Server.

1.
In Microsoft Exchange Server, open the SMTP Virtual Server Properties window.
2.
On the General tab, make sure that the Enable Logging check box is selected. If it is not selected, select it, then send a test email to the appliance.
3.
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.
4.
On the left navigation bar, click Logs to display the Logs page.
5.
Select a log from the Log drop-down list.
6.
Examine the exim_mainlog_* and exim_paniclog_* files for problems.
Problem could include:
◦
Errors and unsuccessful steps
◦
Hostnames and other variables not fully resolved
7.
Examine the Debug_* log for any other Exim problems such as runaway Exim processes.

These other logs might also provide clues to the problem:

◦
khelpdeskmailhandler_output
◦
khelpdeskmailnotifier_error
◦
khelpdeskmailnotifier_output
8.
Examine the Microsoft Exchange SMTP service logs in C:\windows\system32\ologFiles\*SMTP for problems.

Troubleshooting email errors

Troubleshooting email errors

Solutions exist for some typical email errors.

Email error

Solution

550 Unknown user
•
Make sure the address is correct.
•
Verify that the address matches the address used by Service Desk.
•
Try disabling the external SMTP server and removing the address from the network settings. Reboot and restore the address. Reboot once more.

451 error - unable to verify sender

Check DNS settings.

About Diagnostic Console Two-Factor Authentication

About Diagnostic Console Two-Factor Authentication

Diagnostic Console Two-Factor Authentication (2FA) allows you to control access to the appliance back-end. When you enable SSH access to the appliance and create a tether, the Quest Support team can log in to the back-end of the appliance using the appliance root password together with an access token. Tokens are provided in the Initial Setup Wizard. They can be viewed and regenerated using the Diagnostic Console Two-Factor Authentication page in the appliance System Console. Each token can only be used once and must be given to the Quest Support contact before they can log in to the appliance through the tether or the console.

To navigate to this page, log in to the appliance System Console. On the left navigation bar, under Settings, click Support, and on the Support page, under Troubleshooting Tools, click Diagnostic Console Two-Factor Authentication.

The security key and offline tokens that are provided with the appliance during the initial setup should be recorded and stored in secure location, not on the appliance machine. You may be required to provide this information to Support, when needed.

After upgrading from an earlier version, if a message appears indicating that Diagnostic Console Two-Factor Authentication is disabled, and you want to enable it for enhanced security, follow the instructions in the message to enable it.

•
To replace the secret key and regenerate the offline tokens, click Replace Secret Key.
•
To regenerate offline tokens, click Regenerate Offline Tokens.
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