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KACE Systems Management Appliance 13.2 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 Managing user notifications 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 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 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 Managing Linux package upgrades Maintaining device and appliance security Manage quarantined file attachments
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

Tracking changes to scripting settings

Tracking changes to scripting settings

If History subscriptions are configured to retain information, you can view the details of the changes made to settings, assets, and objects.

This information includes the date the change was made and the user who made the change, which can be useful during troubleshooting. See About history settings.

About default scripts

About default scripts

Default scripts are pre-configured scripts you can use to force devices to report inventory, enable and disable debugging on devices, shutdown devices, and perform other tasks on devices remotely.

Table 27. Default scripts

Script Name

Description

Defragment the C: drive

Defragments drive C on the device.

Force Check-In

Forces Windows devices with the KACE Agent installed to take inventory and sync with the appliance.

Important:
 
IMPORTANT: Do not run Force Check-In with more than 50 devices selected because it can overload the appliance with requests.

Force Check-In (Mac/Linux)

Force Mac and Linux devices with the KACE Agent installed to take inventory and sync with the appliance.

Important:
 
IMPORTANT: Do not run Force Check-In with more than 50 devices selected because it can overload the appliance with requests.

Inventory Startup Programs Fix

On some devices, a missing registry entry causes all the contents of the system32 directory to be reported as Startup Programs. This script fixes the registry entry if it is missing.

Issue a DOS Command Example

Issues the DOS-DIR command on a Windows device. Used as an example for how to run a DOS command.

Issue a Mac Command Example

Issues the AppDir.txt command to list the contents of the Mac OS X Applications directory. Used as an example of how to run a command on Mac OS X.

K1000 Enable Detailed DDPE Inventory (Windows)

Sets a registry key that causes the Dell Data Protection | Encryption agent to write policy data to the file system, which enables the KACE Agent to perform more detailed inventory collection. Windows PowerShell 2.0 or higher is required.

K1000 Remote Control Disabler

Disables the appliance Remote Control functionality on Windows XP Professional by configuring Terminal Services properly.

K1000 Remote Control Enabler

Enables the appliance Remote Control functionality on Windows XP Professional by configuring Terminal Services properly.

Make Removable Drives Read-Only

Allows removable drives to be mounted only as read-only. This action controls unauthorized access to data.

Make Removable Drives Read-Write

Sets the properties of removable drives so that they can be mounted as read-write enabled.

Message Window Script Example

Illustrates the use of the Message Window. Your script must have properly paired create/destroy Message Window commands to work properly. The Message Window appears until one of the following occurs:

•
The user dismisses the message.
•
The script runs to completion.
•
A timeout period expires.

Put a Mac to sleep

Places a Mac OS X device in Sleep mode.

* 
NOTE: This script works with Mac OS X 10.5 and higher. It does not work with earlier versions of Mac OS X.

Reset KUID

Deletes the registry key that identifies a Windows device so that a new key can be generated. Runs once per device using the ResetKUIDRunOnce registry flag.

Shutdown a Mac

Powers-off a Mac OS X device.

Shutdown a Mac with snooze

An example online KScript that uses the Alert user before run feature to allow administrators to snooze the shutdown.

Shutdown a Windows system

Specifies a delay (in seconds) while the message in quotes is displayed to the user. Omit the -t parameter to silently and immediately shut down devices.

Shutdown a Windows system with Snooze

An example online KScript that uses the Alert User Before Run feature to allow the administrator to snooze the shutdown.

USB Drives Disable

Disables the use of USB drives.

USB Drives Enable

Enables the use of USB drives.

Adding and editing scripts

Adding and editing scripts

Token replacement variables
Add offline KScripts, online KScripts, or online shell scripts
Edit scripts
Delete scripts from the Scripts page
Delete scripts from the Script Detail page
Structure of importable scripts
Import scripts
Duplicate scripts

You can add or edit scripts using the Administrator Console.

To add and edit scripts, do one of the following:

•
Import an existing script in XML format. See Structure of importable scripts.
•
Duplicate an existing script. See Duplicate scripts.
•
Create a script. See Add offline KScripts, online KScripts, or online shell scripts.
Tip:
 
TIP: The process of creating scripts is an iterative one. After creating a script, deploy it to a limited number of devices to verify that it runs as expected before deploying it to all managed devices. You can create a test label to do this verification. Enable scripts only after you have tested them.

Token replacement variables

Token replacement variables

Use token replacement values to add variables to scripts. The following list shows the token replacement values that can be used in the XML of scripts. At run time, these variables are replaced on the device with the appropriate values.

Table 28. Token replacement values

Item

Description

$(KACE_DEPENDENCY_DIR)

This is the folder where any script dependencies for this script are downloaded to the client.

5.2 or higher: $(KACE_DATA_DIR)\kbots_cache\packages\kbots\xxx

5.1: $(KACE_INSTALL)\packages\kbots\xxx

$(KACE_SYS_DIR)

$(KBOX_SYS_DIR)

Agent device's system directory.

Both are synonymous. Preferred: $(KACE_SYS_DIR).

Windows: C:\Windows\System32

Mac OS X: /

Linux: /

$(KACE_MAC_ADDRESS)

$(MAC_ADDRESS)

$(KBOX_MAC_ADDRESS)

Agent device's primary Ethernet MAC address.

All are synonymous. Preferred: $(KACE_MAC_ADDRESS)

$(KACE_IP_ADDRESS)

$(KBOX_IP_ADDRESS)

Agent's local IP address (corresponds with network entry of KACE_MAC_ADDRESS) (http://kace.kbox.com:80).

Both are synonymous. Preferred: $(KACE_IP_ADDRESS)

$(KACE_SERVER_URL)

Combination of server, port, and URL prefix. (http://kace.kbox.com:80)

$(KACE_SERVER)

Hostname of appliance server. (kbox)

$(KACE_SERVER_PORT)

Port to use when connecting to the appliance server. (80/433)

$(KACE_SERVER_URLPREFIX)

Web protocol to use when connecting to the appliance server. (http/https)

$(KACE_COMPANY_NAME)

Agent's copy of the setting from server's config page.

$(KACE_KUID)

$(KBOX_MACHINE_ID)

The unique Quest KACE ID assigned to this Agent.

Both are synonymous. Preferred: $(KACE_KUID)

$(KACE_APP_DIR)

Installation directory for the Quest KACE Agent and plugins.

For older Agents this is mapped to $(KACE_INSTALL).

Windows: C:\Program Files\Quest\KACE\ or C:\Program Files (x86)\Quest\KACE\

Mac OS: /Library/Application Support/Quest/KACE/bin

Linux: /opt/quest/kace/bin

$(KACE_DATA_DIR)

Installation directory for executables, scripts, packages, and so on.

For older Agents this is mapped to $(KACE_INSTALL).

Windows Vista and later: C:\ProgramData\Quest\KACE\

Mac OS: /Library/Application Support/Quest/KACE/data

Linux: /var/quest/kace

$(KACE_AGENT_VERSION)

Substitutes the version number of the installed Agent. "5.2.12345".

5.2 or higher only.

$(KACE_AGENT_ARCH)

Substitutes the architecture of the installed Agent. "x86/x64".

5.2 or higher Windows only.

$(KACE_HARDWARE_ARCH)

Substitutes the architecture of the physical hardware. "x86/x64".

5.2 or higher Windows only.

$(KACE_OS_FAMILY)

Substitutes Windows, Mac, or Linux depending on the operating system of the Agent-managed device.

5.2 or higher only.

$(KACE_OS_ARCH)

Substitutes x86 or x64 depending on the installed version of Microsoft Windows.

5.2 or higher Windows only.

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