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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

Obtain a Client ID and Client Secret for use in discovering Chrome devices

Obtain a Client ID and Client Secret for use in discovering Chrome devices

Working with Chrome devices requires credentials that grant the appliance access to a Google Apps Domain using the Admin SDK API. You must obtain a Client ID and a Client Secret from Google so that you can get an approval code for the appliance to use.

•
You have a Google Apps for Business domain or Google Apps for Education domain, with Chrome Device Management support.
•
You have a Google User admin account that is a member of the business or education domain. The account must be assigned the super user role.
•
You have a Google account that can be used as your developer account in this procedure. This account does not have to be the same as the admin account, nor does it have to be a member of the business or education domain.

The appliance is enabled to import device information about devices and users from a Google Apps Domain when the appliance has access to the Admin SDK API. Part of the credentialing process requires setting up a Google project, enabling the Admin SDK API from within it, and creating a Client ID and Client Secret.

1.
Sign in to your developer account at https://console.developers.google.com/.
2.
Create a project.
a.
Click Projects in the left navigation bar.
b.
Click Create Project to display the New Project dialog.
c.
Type a project name
d.
Use the auto-generated Project ID or type a unique ID of your choice.
e.
Click Create.
The Project Dashboard for the new project appears.
3.
Enable the Admin SDK API.
a.
Click APIs & auth in the left navigation bar to expand the section, and click APIs.
b.
Find Admin SDK under Browse APIs, and click the OFF Status button on the far right of the line to toggle the status to ON and enable the API.
c.
Read and agree to the terms of service and click Accept.
4.
Create an OAuth Client ID and Client Secret.
* 
NOTE: Quest recommends that you create a separate Client ID for each appliance that is configured to discover Chrome devices.
a.
In the APIs & auth section of the left navigation bar, click Credentials.
b.
In the OAuth section, click Create new Client ID to display the Create Client ID dialog.
c.
Click Configure consent screen to display the Consent screen dialog.
d.
Select your email from the EMAIL ADDRESS drop-down list, type the name of your product in PRODUCT NAME, and click Save to return to the Create Client ID dialog.
e.
Select Installed application.
f.
Select Other as the Installed Application Type, and click Create Client ID.
The Credentials page displays the created Client ID and Client Secret.
g.
Make note of the Client ID and Client Secret values.
The values are needed when you configure authorization credentials in the appliance for Chrome device discovery.

Add a Third Party Discovery Schedule to scan your network for G Suite devices and capture information about those devices. See Add a Discovery Schedule for a G Suite device.

Add a Discovery Schedule for a KACE Cloud Mobile Device Manager device

Add a Discovery Schedule for a KACE Cloud Mobile Device Manager device

If you use the KACE Cloud Mobile Device Manager (MDM) to manage access to smart phones and tablets, you can discover managed mobile devices using discovery scheduling. To scan your network for KACE Cloud MDM devices and capture information about those devices, add an External Integration Discovery Schedule.

* 
NOTE: Any KACE Cloud MDM devices discovered using this method do not count toward the appliance license limit.
1.
Go to the Discovery Schedule 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 Inventory, then click Discovery Schedules.
c.
Select Choose Action > New.
2.
Select the Discovery Type to display the form with the options for the selected type, in this case External Integration [KACE Cloud Mobile Device Manager, G Suite, Workspace ONE].
3.
In the Name field, enter a name for the scan.
This name appears on the Discovery Schedules page.
4.
Expand KACE Cloud Mobile Device Manager and select the Discovery options.

Option

Description

Tenant Name

The name of the tenant on the KACE Cloud MDM associated with the devices that you want to manage.

Credentials

The details of the account that is used to connect to the KACE Cloud MDM device. Select an existing credential from the drop-down list, or select Add new credential to add a new credential, as required.

For more information, see Add and edit Secret Key credentials.

Auto Provision Devices

If selected, all mobile devices discovered in the next scan are added to inventory.

* 
NOTE: Use this option with care, to avoid expanding your inventory to an unexpected extent.
5.
Optional: In the Notify section, enter an email address for being notified of when the discovery scan completes. The email includes the name of the discovery schedule.
6.
Specify the scan schedule:
Tip:
 
TIP: To maintain the scan inventory without scanning, set the schedule of the scan configuration to None.

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

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.

Run 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.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled tasks. Click a task to review the task details. For more information, see View task schedules.

7.
Click Save.

Add a Discovery Schedule for a G Suite device

Add a Discovery Schedule for a G Suite device

To scan your network for G Suite devices and capture information about those devices, add an External Integration Schedule.

•
You have a Google Apps for Business domain or Google Apps for Education domain, with Chrome Device Management support.
•
You have a Google User admin account that is a member of the business or education domain. The account must be assigned the super user role.
•
You have a Google account to be used as your developer account, and have created a project with a Client ID and Client Secret. See Obtain a Client ID and Client Secret for use in discovering Chrome devices.
* 
NOTE: Any G Suite devices discovered using this method do not count toward the appliance license limit.
1.
Go to the Discovery Schedule 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 Inventory, then click Discovery Schedules.
c.
Select Choose Action > New.
2.
Select the Discovery Type to display the form with the options for the selected type, in this case External Integration [KACE Cloud Mobile Device Manager, G Suite, Workspace ONE].
3.
In the Name field, enter a name for the scan.
This name appears on the Discovery Schedules page.
4.
Expand G Suite and select the Discovery options.

Option

Description

Discover Chrome Devices

If selected, any Chrome devices will be discovered in the next scan.

Discover Mobile Devices

If selected, any G Suite mobile devices will be discovered in the next scan.

Credentials

The details of the account that is used to connect to the Chrome device. Select existing credentials from the drop-down list, or select Add new credential to add credentials not already listed.

Important:
 
IMPORTANT: The selected credential must have an approval code that can be associated with the appropriate device type. For example, if you want to discover G Suite mobile devices, you cannot use a credential whose approval code is generated for Chrome devices.

For more information, see Add and edit Google Workspace credentials.

Auto Provision Devices

If selected, all Chrome devices discovered in the next scan are added to inventory.

* 
NOTE: Use this option with care, to avoid expanding your inventory to an unexpected extent.
5.
Optional: In the Notify section, enter an email address for being notified of when the discovery scan completes. The email includes the name of the discovery schedule.
6.
Specify the scan schedule:
Tip:
 
TIP: To maintain the scan inventory without scanning, set the schedule of the scan configuration to None.

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

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.

Run 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.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled tasks. Click a task to review the task details. For more information, see View task schedules.

7.
Click Save.

Add a Discovery Schedule for an Workspace ONE device

Add a Discovery Schedule for an Workspace ONE device

VMware® Workspace ONE® is an enterprise-level mobility management platform that allows you to manage a wide range of different device types. You can integrate with Workspace ONE to collect discover devices managed with Workspace ONE using REST API calls.

* 
NOTE: Any Workspace ONE devices discovered using this method do not count toward the appliance license limit.
1.
Go to the Discovery Schedule 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 Inventory, then click Discovery Schedules.
c.
Select Choose Action > New.
2.
Select the Discovery Type to display the form with the options for the selected type, in this case External Integration [KACE Cloud Mobile Device Manager, G Suite, Workspace ONE].
3.
In the Name field, enter a name for the scan.
This name appears on the Discovery Schedules page.
4.
Expand Workspace ONE and select the Discovery options.

Option

Description

Host

The host name of the Workspace ONE administration console.

REST API Key

The REST API key, available in the Workspace ONE administration console. The key must be provided to enable integration with Workspace ONE through API calls.

Credentials

The details of the service account required to connect to the device and run commands. Select existing credentials from the drop-down list, or select Add new credential to add credentials not already listed.

See Add and edit User/Password credentials.

Auto Provision Devices

If selected, all Workspace ONE devices discovered in the next scan are added to inventory.

* 
NOTE: Use this option with care, to avoid expanding your inventory to an unexpected extent.
5.
Optional: In the Notify section, enter an email address for being notified of when the discovery scan completes. The email includes the name of the discovery schedule.
6.
Specify the scan schedule:
Tip:
 
TIP: To maintain the scan inventory without scanning, set the schedule of the scan configuration to None.

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

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.

Run 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.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled tasks. Click a task to review the task details. For more information, see View task schedules.

7.
Click Save.
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