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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

Configure ticket queues

Configure ticket queues

You can modify the settings of ticket queues as needed.

1.
Go to the Service Desk Queue Detail 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Queues.
d.
To display the Queue Detail page, do one of the following:
Select Choose Action > New.

Field

Description

Name

The name of the Service Desk queue. This name appears in the From field when users receive email messages from the Service Desk.

Email Address

A fully qualified email address for the server. Users typically do not reply to this address.

If you want to allow users to reply to appliance email, specify an email address in the Alternate Email Address field.

Alternate Email Address

Support@mydomain.com

The primary email address your users send email to. The appliance also uses this address to send email from the Service Desk. Confirm that the domain name is correct for your email service.

3.
Optional: Configure the SMTP/ POP3 server settings. Click Configure Queue Email Settings and specify the SMTP/POP3 options on the Service Desk Queue Email Settings page, as required. See Configure queue-specific email settings.
4.
Click Save to create the queue and configure additional settings.
5.
Specify User Preferences:

Field

Description

Allow all users as submitters

Allow anyone who is a user on the appliance to submit tickets through this Service Desk queue.

Restrict Submitters by Label

Select submitters by label only. Available only when Allow all users as submitters is not selected.

Allow all users as approvers

Allow users on the appliance to approve tickets through this Service Desk queue.

Restrict Approvers by Label

Select approvers by label only. Available only when Allow all users as approvers is not selected.

Owner Label

If you want to enable all users to have the ability to approve tickets, select Allow all users as approvers.

Identify the users who are allowed to own and manage tickets — typically, your IT staff. You must have a Ticket Owner who is responsible for managing the ticket through its life cycle.

To do that, click Manage Associated Labels. In the Select Labels dialog box that appears, select one or more labels associated with the users that you want to select as Ticket Owners. Close the dialog box.

Accept email from unknown users

Allow unrecognized users to create tickets.

If this option is enabled in the queue configuration, any email sent to the Service Desk queue is allowed to set the Submitter field of a ticket. The sender is added to the appliance as a user with the User Console Only role. By default, this role has permission to create, view, and modify Service Desk tickets, and to interact with the appliance exclusively through the User Console. You can adjust the level of permissions associated with this and other roles, as applicable. For more information, see Setting up roles for user accounts.

If disabled, the preceding process works only when the email address of the sender is already associated with a Service Desk user account.

Allow ticket deletion

Allow ticket owners and administrators to delete tickets. This setting is useful if you do not want staff to delete tickets. You can periodically select this check box to clean out old tickets, then clear it again to prevent ticket deletion.

Allow parent ticket to close child tickets

Enable the system to automatically close child tickets when parent tickets are closed.

Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only)

Grant read and write permissions to all users who are assigned to the Administrator role.

Default ticket owner comments to Owners Only visibility

Automatically select the Owners Only check box when comments are added to tickets.

Enable ticket conflict warning for ticket owners

Display a dialog, to administrators and ticket owners, that summarizes conflicts between the changes they are submitting and the changes submitted concurrently by other users. When administrators and ticket owners click Save or Apply Changes on the Ticket Detail page, the dialog appears if other users have edited and saved the ticket while it was open for editing. This enables administrators and ticket owners to choose whether to discard their changes, or overwrite the changes made by other users if there are conflicts.

The dialog is displayed only if other users have modified the ticket, and it is displayed to administrators and ticket owners only. The dialog is not displayed to other users.

Allow managers to view and comment on their employee's tickets

Enable manager accounts to view and edit comments in the tickets submitted by their employees. For more information, see View ticket comments.

Allow Ticket CC list to view and comment on the ticket

Allow the users on the ticket CC list to add comments to the ticket.

Add any user to Ticket CC list when they comment on a ticket

Add any users that comment on a ticket to a CC list for that ticket, allowing them to be notified by email about further changes to the ticket.

All users can edit/delete their own comments (including attachments)

Allow all users to edit or remove their own comments, including file attachments.

User Label

To allow specific users to edit or delete their own comments and attachments using labels, click Manage Associated Labels. In the Select Labels dialog box that appears, select one or more labels associated with the users that you want to select. Close the dialog box.

All technicians can edit/delete comments entered by others (including attachments)

Allow all technicians to edit or remove comments added by others, including file attachments.

Technician Label

To allow specific technicians to edit or delete their own comments and attachments using labels, click Manage Associated Labels. In the Select Labels dialog box that appears, select one or more labels associated with the technicians that you want to select. Close the dialog box.

Ticket attachment restrictions

Indicate how you want to handle file attachment restrictions, as applicable.

None: Allow users to add any types of files as attachments.
Allow images only: Allow only image files to be added as attachments.
Custom: Specify file extensions that you want to allow as attachments. You can also allow all files without extensions.
Prevent all attachments: Disable users from adding any file attachments.
6.
In the Archive Preferences section, select settings for ticket archival. Click the Settings link to enable ticket archival.

Option

Description

Archive closed tickets older than

The age of tickets to be archived. For example, if you select 3 months, tickets are archived when three months have passed since the tickets were opened. To prevent tickets in the queue from being archived, select Never. Archived tickets can be restored to the queue if necessary. See Restore archived tickets.

Delete archived tickets older than

The age of tickets to be permanently removed from the archive. For example, if you select 6 months, archived tickets are deleted from the archive when six months have passed since the tickets were opened. To prevent tickets in the queue from being deleted from the archive, select Never. Deleted tickets cannot be restored to the queue.

7.
In the Ticket Defaults section, select the default values for new tickets. For example:
Category: Software
Status: New
Impact: 1 person cannot work
Priority: Medium
NOTE: If any of these fields are marked as Required in the Customize Fields and Layout page, the default value is ignored and users are required to select a value from the drop-down list.
8.
In the Email on Events section, select the categories of users who will receive email when the specified events occur. Each column represents a type of Service Desk user (role) and each row represents a ticket event. See Configure email triggers.
9.
Optional: Configure Service Level Agreement Settings. Here you can enable Service Level Agreement (SLA) settings based on the ticket priority. When enabled, the due date of the ticket automatically takes into account the resolution time, business hours, and holidays. See Configuring Service Level Agreements.
10.
In the Ticket Rules section, enable the rules to apply to tickets in the queue. You can use any of the pre-defined rules or customize your own. See Using Ticket Rules for more information about how to use and customize ticket rules.
11.
Click Save.

Configure queue-specific email settings

Configure queue-specific email settings

You can set up email settings for each ticket queue separately.

By default, the Service Desk is configured to use an internal SMTP server for sending ticket-related emails. You have an option to use an external SMTP server, however, you must configure it in the appliance network settings. For more information, see Change appliance network settings.

1.
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.
2.
Go to the queue-specific Service Desk Queue Email Settings page:
a.
On the left navigation bar, click Service Desk, then click Configuration.
b.
On the Configuration panel, in the Email Configuration section, click Configure Service Desk Queue Email Settings.
c.
On the Service Desk Queue Email Settings page that appears, select a queue.
a.
On the left navigation bar, click Service Desk, then click Configuration.
b.
On the Configuration panel, click Queues.
c.
To the right of the queue email address, click Configure Queue Email Settings.
The Service Desk Queue Email Settings page appears.
3.
In the Built-in Email Setting section, specify the following options:

Field

Description

Email Address

A fully qualified email address for the server. Users typically do not reply to this address.

If you want to allow users to reply to appliance email, specify an email address in the Alternate Email Address field.

Alternate Email Address

Support@mydomain.com

The primary email address your users send email to. The appliance also uses this address to send email from the Service Desk. Confirm that the domain name is correct for your email service.

Accept email from unknown users

Allow unrecognized users to create tickets.

If this option is enabled in the queue configuration, any email sent to the Service Desk queue is allowed to set the Submitter field of a ticket. The sender is added to the appliance as a user with the User Console Only role. By default, this role has permission to create, view, and modify Service Desk tickets, and to interact with the appliance exclusively through the User Console. You can adjust the level of permissions associated with this and other roles, as applicable. For more information, see Setting up roles for user accounts.

If disabled, the preceding process works only when the email address of the sender is already associated with a Service Desk user account.

Use SMTP Server for inbound emails: Select this option if you want to use an internal SMTP server for incoming email. You can specify the required credentials in the SMTP Setting section below.
Use POP3 Server for inbound emails: Select this option if you want to use a POP3 server for incoming email. Specify the following options:

Option

Description

POP3 Server

Enter the name of the POP3 server you want to use for the queue. For example, pop.example.com.

Use SSL

Select this option if you want the POP3 server to use a secure connection.

POP3 Username (email address)

POP3 Password

Enter the username and password of an account that has access to the POP3 server.

Click Test Connection to test your POP3 configuration. The Connection Test POP3 dialog box appears, showing several log messages, indicating the test result. If the test is successful, these messages, for example, indicate if the user account is authenticated, the number of unread messages, and the subject line of the most recent email. If the test fails, verify your configuration, and try again.

Use IMAP Server for inbound emails: Select this option if you want to use an IMAP server for incoming email. Specify the following options:

Option

Description

IMAP Server

Enter the name of the IMAP server you want to use for the queue. For example, imap.example.com.

Use SSL

Select this option if you want the IMAP server to use a secure connection.

IMAP Server Username (email address)

IMAP Server Password

Enter the username and password of an account that has access to the IMAP server.

Click Test Connection to test your IMAP configuration. The Connection Test IMAP dialog box appears, showing several log messages, indicating the test result. If the test is successful, these messages, for example, indicate if the user account is authenticated, the number of unread messages, and the subject line of the most recent email. If the test fails, verify your configuration, and try again.

Use GMail for inbound emails: Select this option if you want to use Google Gmail for incoming email. Click Select Credential.
To create a new Google OAuth credential, click Add Credential. The Add Credential dialog box appears. Specify the required options, as applicable. For more details, see Add and edit Google OAuth credentials.
Use Office365 for inbound emails: Select this option if you want to use Office 365 for incoming email. Click Select Credential.
To create a new Office 365 OAuth credential, click Add Credential. The Add Credential dialog box appears. Specify the required options, as applicable. For more details, see Add and edit Microsoft Office 365 OAuth credentials.
a.
Select the Specify Queue specific SMTP Settings check box.

Option

Description

SMTP Server

Specify the hostname or IP address of an external SMTP server, such as smtp.gmail.com. External SMTP servers must allow anonymous (non-authenticated) outbound email transport. Ensure that your network policies allow the appliance to contact the SMTP server directly. In addition, the mail server must be configured to allow the relaying of email from the appliance without authentication.

SMTP Port

Enter the port number to use for the external SMTP server. For standard SMTP, use port 25. For secure SMTP, use port 587.

SMTP Username

Enter the username of an account that has access to the external SMTP server, such as your_account_name@gmail.com.

SMTP Password

Enter the password of the specified server account.

Option

Description

Send embedded images as email attachments

Select this option if you want to include any graphic files to ticket-related email. When this option is selected, the graphics appear as embedded images.

Maximum email attachment limit (MB)

Specify the maximum file size of all images associated with a ticket that can be embedded in ticket-related email.

7.
On the Service Desk Queue Email Settings page, in the Email on Events section, select the options for sending email when the specified events occur. Each column represents a type of Service Desk user (role) and each row represents a ticket event.

Service Desk user (role)

Description

Owner

The person who is expected to resolve the ticket.

Submitter

The person whose issue is being resolved.

Approver

The person who can approve or reject the ticket for processing.

Ticket CC

One or more email addresses that are stored in the CC field of the ticket.

Category CC

One or more email addresses that are stored in the CC List of the Category Value of the ticket. See Configure CC lists for ticket categories.

Queue Owners

One or more owners of the ticket queue, as specified by the Owner label. This only applies to the New Ticket Via Email and New Ticket via Portal events.

When a ticket event occurs, email is sent to the selected roles or users. For example, if you select the Any Change box in the Owner column, email is sent to the ticket owner whenever the ticket is changed. For the Comment and Ticket Closed triggers, email is sent immediately. For other ticket changes, however, email is sent every few minutes to prevent email overload.

Option

Description

Any Change

Any information on the ticket is changed.

Owner Change

The ticket's Owner field is changed.

Status Change

The ticket's Status field is changed.

Comment

Information, attachments, or screen shots are added to the ticket's Comments section. The system sends email notifications for comments when users add comments and click Submit on the ticket form. When users add comments and click Save on the ticket form, however, only the Any Change notification is sent.

Approval Change

The ticket's approval status has changed.

Resolution Change

The ticket's resolution has changed.

Escalation

The ticket has not been updated to a stalled or closed status within the escalation time defined by the ticket priority.

SLA Violation

The ticket has not been resolved by its due date.

Ticket Closed

The ticket's Status field is changed to Closed. This event is used to present a Satisfaction Survey to submitters. See Using the Satisfaction Survey.

New Ticket Via Email

A user sends an email message to the Service Desk and a ticket is created.

New Ticket Via Portal

A ticket is created through the User Console.

8.
Click Save.

Rename Service Desk titles and labels

Rename Service Desk titles and labels

You can rename the Service Desk titles and labels used in the Administrator Console and User Console as needed.

1.
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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Settings.

Setting

Description

Main Tab

The text that appears on the component-level tab in the Administrator Console and on the tab in the User Console. The default is Service Desk. However, if you upgraded from an earlier version of the appliance, you might see Help Desk as the default.

Queue

Queues

The text that you want to display instead of Queue and Queues on the Service Desk Configuration page and on the Queue list in the Administrator Console. This text also appears as an option in the Choose Action menu and as a heading on the Ticket page in the User Console.

Ticket

Tickets

The text that you want to display instead of Ticket and Tickets on the Ticket tab and Ticket page in the Administrator Console. This text also appears on the Ticket page in the User Console.

Process

Processes

The text that you want to display instead of Process and Processes on the Service Desk Configuration page and on the Process list in the Administrator Console.

3.
Click Save.

Enable or disable the conflict warning

Enable or disable the conflict warning

When the conflict warning dialog is enabled for a queue, administrators and ticket owners see a notification dialog when multiple users are editing tickets concurrently. The dialog enables users to view changes made by others and decide which changes to keep.

You have administrator privileges in the Administrator Console.

Administrators can enable or disable the conflict warning dialog for each queue separately.

1.
Go to the Service Desk Queue Detail 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Queues.
d.
To display the Queue Detail page, do one of the following:
Select Choose Action > New.
2.
In the User Preferences section, enable or disable the conflict warning:

Field

Description

Enable ticket conflict warning for ticket owners

Display a dialog, to administrators and ticket owners, that summarizes conflicts between the changes they are submitting and the changes submitted concurrently by other users. When administrators and ticket owners click Save or Apply Changes on the Ticket Detail page, the dialog appears if other users have edited and saved the ticket while it was open for editing. This enables administrators and ticket owners to choose whether to discard their changes, or overwrite the changes made by other users if there are conflicts.

The dialog is displayed only if other users have modified the ticket, and it is displayed to administrators and ticket owners only. The dialog is not displayed to other users.

3.
Click Save.
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