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KACE Systems Management Appliance 15.0 - KACE Service Desk Administration 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 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

Glossary

Glossary

A
Acceptable Use Policy
A statement or policy that is displayed to users when they log in to the Administrator Console, Command Line Console, or User Console. See Enable or disable the Acceptable Use Policy.
add to catalog request
A cataloging request is a form you can submit to request that an application that is not included in the Software Catalog (Uncataloged) be added to the public Software Catalog. When Quest receives a cataloging request, that request is evaluated to determine whether or not the application should become part of the public Software Catalog. In addition, applications are automatically added to the local version of the Software Catalog on the appliance when cataloging requests are submitted. See Adding applications to the Software Catalog.
Administrator Console
The Administrator Console is the web-based interface used to control the appliance. To access the Administrator Console, go to http://<appliance_hostname>/admin where <appliance_hostname> is the hostname of your appliance. If the Organization component is enabled, you can access the System-level settings of the Administrator Console at http://<appliance_hostname>/system. To view the full path of URLs in the Administrator Console, which can be useful when searching the database or sharing links, add ui to the URL you use to log in. For example: http://<appliance_hostname>/admin.
Agent
The KACE Agent is an application that can be installed on devices to enable device management through the appliance. Agents that are installed on managed devices communicate with the appliance through the agent messaging protocol. Agents perform scheduled tasks, such as collecting inventory information from, and distributing software to, managed devices. Agentless management is available for devices that cannot have Agent software installed, such as printers and devices with operating systems that are not supported by the Agent. See Provisioning the KACE Agent.
Agentless management
Agentless device management is a method of managing devices without the need to deploy and maintain the KACE Agent software on those devices. Agentless management uses SSH, SNMP, and other methods to connect to Agent-intolerant devices, such as printers, network devices, and storage devices, and report inventory in the appliance Administrator Console. This is useful for operating system versions and distributions that are not supported by the KACE Agent, and where Agentless management is preferred over installing the Agent. See Managing Agentless devices.
alerts
Broadcast alerts are messages, such as pop-ups, that can be broadcast from the appliance to be displayed on Agent-managed devices. Displaying alerts is useful when you need to communicate urgent information, or notify users before running actions or scripts on their devices. See Broadcasting alerts to managed devices.

Monitoring alerts are messages that are generated on supported server devices and sent to the appliance to alert staff about errors and issues being reported in the event and system logs of the devices. See Monitoring devices.

alternate download location
An alternate download location can be any network location that has all the files required to install a particular application. You can distribute packages from alternate download locations including a UNC address or DFS source. The CIFS and SMB protocols, Samba servers, and file server appliances are supported. You specify the location when you create a Managed Installation. See Using Managed Installations.
app
See KACE GO .
appliance linking
Appliance linking enables you to log in to one appliance and access all linked appliances from the drop-down list in the top-right corner of the Administrator Console, without having to log in to each appliance separately. You can link all of the Quest K-Series appliances you manage. See Linking Quest KACE appliances.
appliance or virtual appliance
The appliance is available as a physical or hardware-based appliance, and as a virtual appliance. The virtual appliance uses a VMware infrastructure. The same system management features are available on both the physical and virtual appliances. See About the appliance components.
Application Control
Application Control enables you to mark applications as Not Allowed and block them or prevent them from running on Agent-managed Windows and Mac devices. This is useful if you want to restrict specific applications from running in your environment. See Apply the Application Control label to devices.
Asset Management
Support for complex license compliance reporting, building on the framework of data collected through the appliance Inventory process. Asset Management also enables you to track additional data about managed devices, including purchase dates, support contracts, asset tags, and so on. See About the Asset Management component.
assets, Asset Types, and Asset Subtypes used in the Asset Management component
Assets and Asset Types used in the Asset Management component include physical and logical items, such as devices, applications, printers, licenses, departments, locations, and vendors. The Asset Management component enables you to build relationships between assets, track inventory data, view records of changes, and report on changes to assets. Assets are based on Asset Types. You can modify default Asset Types, create custom Asset Types, and import asset information as needed. See About Asset Types. Asset Subtypes are subcategories of assets that you can add to any Asset Type, including custom Asset Types. This enables you to identify and manage subtypes of assets, such as Device assets that are computers, printers, or routers, and Software assets that run on Windows, Mac, or Linux systems in the appliance inventory. See About Asset Subtypes, custom fields, and device detail preferences.
Chromebooks & Network Devices that count toward your appliance license limit
Your appliance license agreement entitles you to manage a specified number of endpoints that are categorized as Chromebooks & Network Devices, and these endpoints differ from assets used in the Asset Management component. Endpoints that count toward your license limit include devices that 1) have been added to the appliance inventory but do not meet the definition of Managed Computers or Monitored Computers and 2) were not added to inventory manually, through the WSAPI, or through mobile management. Examples of Assets include printers, projectors, network gear, and storage devices.
* 
NOTE: The assets you create and manage using the Asset Management component do not count toward the license limit.
See View product licensing information.
AUP
See Acceptable Use Policy .
automatic labels
Labels that are applied automatically, such as Smart Labels. See Setting up and using labels to manage groups of items.

A

Glossary

Acceptable Use Policy
A statement or policy that is displayed to users when they log in to the Administrator Console, Command Line Console, or User Console. See Enable or disable the Acceptable Use Policy.
add to catalog request
A cataloging request is a form you can submit to request that an application that is not included in the Software Catalog (Uncataloged) be added to the public Software Catalog. When Quest receives a cataloging request, that request is evaluated to determine whether or not the application should become part of the public Software Catalog. In addition, applications are automatically added to the local version of the Software Catalog on the appliance when cataloging requests are submitted. See Adding applications to the Software Catalog.
Administrator Console
The Administrator Console is the web-based interface used to control the appliance. To access the Administrator Console, go to http://<appliance_hostname>/admin where <appliance_hostname> is the hostname of your appliance. If the Organization component is enabled, you can access the System-level settings of the Administrator Console at http://<appliance_hostname>/system. To view the full path of URLs in the Administrator Console, which can be useful when searching the database or sharing links, add ui to the URL you use to log in. For example: http://<appliance_hostname>/admin.
Agent
The KACE Agent is an application that can be installed on devices to enable device management through the appliance. Agents that are installed on managed devices communicate with the appliance through the agent messaging protocol. Agents perform scheduled tasks, such as collecting inventory information from, and distributing software to, managed devices. Agentless management is available for devices that cannot have Agent software installed, such as printers and devices with operating systems that are not supported by the Agent. See Provisioning the KACE Agent.
Agentless management
Agentless device management is a method of managing devices without the need to deploy and maintain the KACE Agent software on those devices. Agentless management uses SSH, SNMP, and other methods to connect to Agent-intolerant devices, such as printers, network devices, and storage devices, and report inventory in the appliance Administrator Console. This is useful for operating system versions and distributions that are not supported by the KACE Agent, and where Agentless management is preferred over installing the Agent. See Managing Agentless devices.
alerts
Broadcast alerts are messages, such as pop-ups, that can be broadcast from the appliance to be displayed on Agent-managed devices. Displaying alerts is useful when you need to communicate urgent information, or notify users before running actions or scripts on their devices. See Broadcasting alerts to managed devices.

Monitoring alerts are messages that are generated on supported server devices and sent to the appliance to alert staff about errors and issues being reported in the event and system logs of the devices. See Monitoring devices.

alternate download location
An alternate download location can be any network location that has all the files required to install a particular application. You can distribute packages from alternate download locations including a UNC address or DFS source. The CIFS and SMB protocols, Samba servers, and file server appliances are supported. You specify the location when you create a Managed Installation. See Using Managed Installations.
app
See KACE GO .
appliance linking
Appliance linking enables you to log in to one appliance and access all linked appliances from the drop-down list in the top-right corner of the Administrator Console, without having to log in to each appliance separately. You can link all of the Quest K-Series appliances you manage. See Linking Quest KACE appliances.
appliance or virtual appliance
The appliance is available as a physical or hardware-based appliance, and as a virtual appliance. The virtual appliance uses a VMware infrastructure. The same system management features are available on both the physical and virtual appliances. See About the appliance components.
Application Control
Application Control enables you to mark applications as Not Allowed and block them or prevent them from running on Agent-managed Windows and Mac devices. This is useful if you want to restrict specific applications from running in your environment. See Apply the Application Control label to devices.
Asset Management
Support for complex license compliance reporting, building on the framework of data collected through the appliance Inventory process. Asset Management also enables you to track additional data about managed devices, including purchase dates, support contracts, asset tags, and so on. See About the Asset Management component.
assets, Asset Types, and Asset Subtypes used in the Asset Management component
Assets and Asset Types used in the Asset Management component include physical and logical items, such as devices, applications, printers, licenses, departments, locations, and vendors. The Asset Management component enables you to build relationships between assets, track inventory data, view records of changes, and report on changes to assets. Assets are based on Asset Types. You can modify default Asset Types, create custom Asset Types, and import asset information as needed. See About Asset Types. Asset Subtypes are subcategories of assets that you can add to any Asset Type, including custom Asset Types. This enables you to identify and manage subtypes of assets, such as Device assets that are computers, printers, or routers, and Software assets that run on Windows, Mac, or Linux systems in the appliance inventory. See About Asset Subtypes, custom fields, and device detail preferences.
Chromebooks & Network Devices that count toward your appliance license limit
Your appliance license agreement entitles you to manage a specified number of endpoints that are categorized as Chromebooks & Network Devices, and these endpoints differ from assets used in the Asset Management component. Endpoints that count toward your license limit include devices that 1) have been added to the appliance inventory but do not meet the definition of Managed Computers or Monitored Computers and 2) were not added to inventory manually, through the WSAPI, or through mobile management. Examples of Assets include printers, projectors, network gear, and storage devices.
* 
NOTE: The assets you create and manage using the Asset Management component do not count toward the license limit.
See View product licensing information.
AUP
See Acceptable Use Policy .
automatic labels
Labels that are applied automatically, such as Smart Labels. See Setting up and using labels to manage groups of items.

B

blocking
See Application Control .

C

Cataloged applications
Cataloged applications are executables that are in the official Software Catalog database. This includes both applications that appear in the appliance inventory (Discovered applications) and applications that do not appear in appliance inventory (Not Discovered applications). See About cataloged applications.
catalog request
See add to catalog request .
category
See software category .
change management
The ability to track changes made to items in the Administrator Console, such as scripts, reports, assets, and settings. See Configuring history settings.
Charlie Root
The email address used for communication from the appliance.
* 
NOTE: Notifications and daily reports come from the default address, Charlie Root, (root@<appliance_hostname>) and you cannot modify this address.
Classic Metering
Classic Metering is the metering system that was available on the appliance prior to version 5.5. If you upgraded to version 5.5 from version 5.4 or lower, and you enabled metering prior to the upgrade, you can continue to access Classic Metering in the appliance 5.5 release. However, the Software Catalog metering system, which provides more detailed information than Classic Metering, replaced Classic Metering in the 6.0 release. Classic Metering is no longer available in version 6.0 and higher. See metering .
Classic Reports
The reporting feature available on the appliance version 5.2 and lower. Classic Reports are no longer available in version 5.5 and higher.
Client Drop location
The Client Drop location is a file share used for uploading large files, such as application installers and appliance backup files, to the appliance. Uploading files to the Client Drop location is an alternative to uploading files through the Administrator Console using the default HTTP mechanism, which can result in browser timeouts for large files. See Copy files to the appliance Client Drop location.
clients
See devices .
Command Line Console
The Command Line Console is a terminal window interface to the appliance. The interface is designed primarily to configure the appliance and enforce policies if the Administrator Console is not accessible. See Power-on the appliance and log in to the Administrator Console.
Computers
Computers is a category of devices that can be managed by the appliance. Examples of Computers include personal computers, servers, laptops, tablets, and smart phones. Your appliance license agreement entitles you to manage a specified number of Computers. See Managed Computers .
Credentials Management
Credentials Management enables you to organize the usernames and passwords required for logging in to other systems, such as managed computers and servers, and the information required for Google or SNMP authentication. This streamlines the process of entering and managing credentials and authentication information. See Managing credentials.
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