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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

Change the list of escalation email recipients

Change the list of escalation email recipients

You can change the email recipients used for Service Desk ticket escalation as needed.

If you are using the default settings, change the ticket status from New to Opened. If you have changed the default settings, make sure that at least one status has a state of Opened, and assign the ticket that status. See Configuring ticket settings.

(Optional) Assign tickets the Opened state by default or create a policy requiring that ticket owners change the tickets status as soon as they take ownership.

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.
Click the name of a queue.
2.
In the Email on Events section, select the appropriate check boxes to add owners, submitters, approvers, Ticket CC members, and Category CC members as escalation email recipients.
3.
Click Save.

Change the escalation time limits

Change the escalation time limits

You can change the time limits used for ticket escalation 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.
Click the name of a queue.
2.
In the Ticket Defaults section, click Customize These Values to display the Queue Customization page.
3.
In the Priority Values section, click the Edit button in a row to change the escalation time limit: .
4.
Click Save in the row, then click Save at the bottom of the page.

Change the default escalation email message

Change the default escalation email message

You can change the text of the email message that is sent automatically when Service Desk tickets are escalated.

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.
Click the name of a queue.
2.
In the Email on Events section, click Customize Emails to display the Service Desk Email Notifications page.
3.
Edit the Ticket Escalated message as needed.
4.
Click Save.

For more information on the Ticket Escalation message, see Configuring email triggers and email templates.

Using Service Desk processes

Using Service Desk processes

Add, edit, and enable process templates
Define process types
Create process tickets to manage related tasks
Create process tickets by email
View process information
Cancel or complete process tickets
Delete process templates
Convert process tickets to regular tickets
Convert regular tickets to process tickets

A Service Desk process is a collection of tickets appearing in pre-defined order that allows you to track tasks requiring multiple steps or activities to complete.

For example, consider the tasks required to prepare systems and equipment for new-hires:

•
Identify office space and furniture requirements
•
Set up phone service
•
Obtain devices and software
•
Set up network credentials
•
Complete required employment paperwork

You could create a process template that includes all of these required tasks as child activities. Then, when you create tickets based on that process template, the child tickets are created automatically for all of the required tasks at each stage of the process.

To set up a Service Desk process template see, Add, edit, and enable process templates.

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