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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

Download a profile so that it can be used by others

Download a profile so that it can be used by others

You can download a custom profile to make it available for use by other users.

1.
Go to the Profiles list 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 Monitoring, then click Profiles.
2.
Select the check box for the profile or profiles that you want to download, and select Choose Action > Download Profiles to send the profile or profiles to your Downloads folder.

Distribute the profile.

Bind an additional profile to a device

Bind an additional profile to a device

When you enable server monitoring on a device, the appliance assigns, or binds, to the device the default profile and the default log path that is appropriate for the device's operating system. You can add other profiles as needed, from custom profiles you create or obtain from other sources, like ITNinja.

1.
Go to the Monitoring Detail page:
a.
On the left navigation bar, click Monitoring, then click Devices.
b.
2.
Click in the Profiles field to see a drop-down list of defined profiles, and select the one you want to apply.
3.
Click Save.

Define nonstandard log date format

Define nonstandard log date format

For any given operating system, the appliance knows and uses the standard format for log date and time when scanning the log file. However, if you use an uncommon format in your logs, you must define that format so that server monitoring can properly parse the log.

1.
Go to the Profiles list 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 Monitoring, then click Profiles.
2.
Select the check box for the existing profile that you want to edit, and select Choose Action > Edit to display the Profile Detail page.
4.
Click Save at the bottom of the page.

Configuring application and threshold monitoring with Log Enablement Packages

Configuring application and threshold monitoring with Log Enablement Packages

Performance threshold monitoring and monitoring for applications such as Exchange, Internet Information Services (IIS), and so on, require packages, called Log Enablement Packages (LEPs), that you can access from the Log Enablement Packages list page.

In the Log Enablement Packages list page, Quest publishes a base set of Windows Reliability and Performance Monitor (PerfMon) templates and non-Windows open-source Perl scripts, so that users can extend their monitoring capability and identify system and application performance issues. These templates and scripts are available so that users do not have to create them from scratch. Monitoring on the appliance works without these additional templates and scripts, but the profiles that are created from the templates and scripts are helpful if you want to do performance threshold monitoring.

Windows PerfMon template

In the appliance, a default Windows OS and Application LEP Profile has been predefined in the appliance that contains the specific event log and generic criteria that Microsoft uses for PerfMon triggered events. The base PerfMon templates available for Microsoft Server 2008 through LEPs on the Log Enablement Packages list page are for system (CPU, memory, disk), Exchange, SQL, IIS, Active Directory, and Hyper-V.

Non-Windows Perl scripts

Each package is an open-source Perl script that runs periodically using the built-in operating system scheduler: cron, fcron, and so on. When the Perl script is executed, the script runs a series of commands to determine the use of CPU, memory, and local volumes. An alert is written to the system log (syslog) file if the utilization exceeds the threshold defined in the package. Because the scripts are configured to log to syslog and contain a prefix message for each event, the appliance has predefined the criteria in the syslog defaults for all non-Windows profiles for ease of configuration.

Packages available through ITNinja

ITNinja is a product-agnostic IT collaborative community that serves as a destination for IT professionals to share with one another, and acts as a go-to resource for information on setup and deployment topics. You can browse and contribute to specific software title topics, and other topics, such as deployment, management, configuration, and troubleshooting. The server monitoring community is located at http://itninja.com/community/k1000-monitoring.

In ITNinja, you can find PerfMon templates beyond the standard ones available on the Log Enablement Packages list page. For instance, there are templates to configure monitoring for many Windows Server 2003 logs. The Log Enablement Package Install feature in the appliance does not support Windows Server 2003. For those servers, you install their LEP by using PowerShell, with a method documented in ITNinja.

Appliance monitoring users who are members of the ITNinja community can contribute their own templates and scripts, to expand the library of available LEPs. Similar to Windows Server 2003 packages, because these LEPs are not covered by the install process available to the standard packages, they must be installed by using one the methods documented in ITNinja.

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