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KACE Systems Management Appliance 11.0 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 Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring Agent 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
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO 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 Managing Mac profiles 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 Maintaining device and appliance security
Using reports and scheduling notifications Monitoring servers
Getting started with server 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

Differences between patching and Dell Updates

Differences between patching and Dell Updates

The differences between patching and Dell Updates include differences in the subscription processes, in action names, and in location of management processes.

Differences between patching and Dell Updates are the following:

Action

Patching Term

Dell Updates Term

Term Used in:

Install the patch or update on the devices you manage.

Deployment

Update

Configuring Dell Updates

Action

Administrator ConsolePage

Run Dell Updates

Security > Dell Updates

Manage Dell Updates

If the Organization component is not enabled on your appliance:

Settings > Dell Update Subscription

If the Organization component is enabled on your appliance:

System > Settings > Dell Update Subscription

Run Patching Schedules

Security > Schedules

Manage Patching

Security > Subscriptions

Configuring Dell Updates

Configuring Dell Updates

There are two steps to configuring Dell Updates.

Configure Dell Update catalog updates

Configure Dell Update catalog updates

You must configure and schedule catalog updates before you create schedules to update devices.

Dell Update packages are provided in catalogs: one for servers and one for clients.

1.
Go to the Update Subscription page:
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.
Click Dell Update Subscription.
3.
In the Configure section, select the following options:

Option

Description

All Files

Download all available updates. If you change operating systems or acquire new Dell equipment frequently, it is best to keep all Dell Updates available.

Files detected as missing

Download only the updates that you need for your managed devices.

Catalog

Click Refresh Now to update the catalogs immediately.

Update Files

Click Delete to remove all update files.

Unused files

Click Delete Unused Files to remove only those files that are not needed. This helps to limit the amount of disk space used by update files.

4.
In the Schedule section, select the following options:

Option

Description

None

Stop Dell Updates.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Check for changes On the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

5.
In the Download Blackout section, select options to limit the amount of time the Dell Updates can run.
6.
Click Save.

Create Dell Update schedules

Create Dell Update schedules

The appliance can automatically identify and install the firmware and driver updates required for your Dell clients and servers according to the schedule you set. If the Organization component is enabled on your appliance, you create Dell Update schedules for each organization separately.

Consider creating labels to group Dell Updates and devices. You can then use those labels when you create Dell Update schedules. For example, you could create a label that groups updates by application families, such as drivers or firmware. Or, you could group all Dell servers running Microsoft Windows 7 into a single label and then run a patch schedule to update them. For more information about creating labels for updates and devices, see Using Smart Labels for patching.

1.
Go to the Dell Updates 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 Security, then click Dell Updates.
2.
Optional: Review the available updates and inactivate the updates that you do not want to install.

To review and inactivate updates:

a.
On the Dell Updates panel, click Catalog.
c.
Select Choose Action > Change Status to > Inactive.
This is similar to creating patch schedules in the Patch Management section. You can collect inventory independently, or as part of an inventory and update schedule that also installs the updates. Normally, inventory is performed automatically as part of a patch schedule.

To schedule inventory and updates:

a.
On the left navigation bar, click Security, then click Dell Updates.
b.
On the Dell Updates panel, click Schedules.
c.
Select Choose Action > New.
In the Operating Systems dialog box that appears, select the OS versions in the navigation tree, as applicable.
f.
Click Save.
The schedule appears on the Dell Update Schedules page. The schedule is disabled by default.
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