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KACE Systems Management Appliance 14.1 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 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 Configuring Content Security Policy
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 About Remote Control 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 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 Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with 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

Customize ticket status values

Customize ticket status values

You can customize the values that indicate ticket status, such as open or closed.

Important:
 
IMPORTANT: Status values are often used in Ticket Rules. Make sure you review your Ticket Rules and understand how status values are used in those rules before you modify status values. See About Ticket Rules.
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 Create and manage queues in Queue section.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
In the Queues section, click Customize fields to display the Queue Customization page.
3.
In the Status Values tab, click the Edit button beside a value to modify it: , or click the Add button at the top of the list to add a new value,
4.
Edit the Status Values fields:

Field

Description

Name

The name for the status value.

State

The state assigned to the status value.

•
Opened: The ticket is active. Only this State can be escalated. See Using the ticket escalation process.
•
Closed: The ticket has been resolved.
•
Stalled: The ticket is open past its due date, but is not in escalation.
5.
Click Save in the row.
To update categories, use the icons to the right of each row:
◦
: Change the sort order of columns.
◦
: Add a field.
◦
: Change the values.
◦
: Change the order of values.
◦
: Remove the values.
* 
NOTE: You cannot remove a value if it is in use, or if it is the default ticket value. To remove a value that is being used, add a value, then, in the ticket where the value is used, change the old value to the new value. When the old value is no longer in use, the Delete button appears next to the value: .
6.
Click Save at the bottom of the page or continue editing ticket values.

Customize ticket priority values

Customize ticket priority values

You can customize the values that indicate ticket priority 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 Create and manage queues in Queue section.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
In the Queues section, click Customize fields to display the Queue Customization page.
3.
In the Priority Values tab, click the Edit button beside a value to modify it: , or click the Add button at the top of the list to add a new value, .
4.
Edit the Priority Values fields:

Field

Description

Name

Enter a name for the custom field.

Color

(Optional) Select a color to use for this status on the ticket list pages.

5.
Click Save in the row.
6.
Use the icons to the right of each row to modify additional values:
◦
: Change the sort order of columns.
◦
: Add a field.
◦
: Change the values.
◦
: Change the order of values.
◦
: Remove the values.
* 
NOTE: You cannot remove a value if it is in use, or if it is the default ticket value. To remove a value that is being used, add a value, then, in the ticket where the value is used, change the old value to the new value. When the old value is no longer in use, the Delete button appears next to the value: .
7.
Click Save at the bottom of the page to save changes and return to the Queue list page.

Customize ticket impact values

Customize ticket impact values

You can customize the values that indicate ticket impact.

* 
NOTE: Only ticket owners can categorize tickets using the Category and Priority Values fields. Ticket submitters can make this type of assessment in the ticket Impacts field.
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 Create and manage queues in Queue section.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
In the Queues section, click Customize fields to display the Queue Customization page.
3.
In the Impact Values tab, click the Edit button beside a value to modify it: , or click the Add button at the top of the list to add a new value,
4.
Modify the Name field as needed.
5.
Click Save in the row.
The icons to the right of each row enable the category to be updated.
◦
: Change the sort order of columns.
◦
: Add a field.
◦
: Change the values.
◦
: Change the order of values.
◦
: Remove the values.
* 
NOTE: You cannot remove a value if it is in use, or if it is the default ticket value. To remove a value that is being used, add a value, then, in the ticket where the value is used, change the old value to the new value. When the old value is no longer in use, the Delete button appears next to the value: .
6.
Click Save at the bottom of the page or continue editing ticket values.

Customizing ticket layout

Customizing ticket layout

Customize Layout and Related Ticket Fields
Configure Comment Field Options
Define custom ticket fields
Customize the ticket list layout
Manage ticket templates
Configure a ticket template
Preview ticket layout

You can customize the way tickets are displayed on the Tickets page for each queue.

Customization options include:

•
Change the order of most of the default fields or hide them.
•
Add one or more custom fields; the number is restricted only by the number of columns you can have in a table. Specify static values for these fields or pull the values from a database dynamically using a database query.
•
Customize ticket views and set read/write access for users, ticket owners, and administrators. This includes the ability to hide, view, view but not change, or change individual ticket fields for each of these roles.
•
Preview the customized ticket page, to ensure that the resulting layout meets your needs.
•
Set up parent-child ticket relationships between tickets and either prohibit the parent from closing until all the child tickets are closed, or allow the parent ticket to close all the child tickets. See Using parent-child ticket relationships.
•
Prevent a ticket from being opened or closed without the required approval. Or, require approval only when a ticket closes. See Using ticket approvers.
Tip:
 
TIP: Remember that the changes you make here are automatically propagated to all existing tickets in the queue.
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