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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

Configure the default theme for a user

Configure the default theme for a user

In a default installation, the Light theme is applied to each user profile. You can choose a different theme for your user profile, as needed. For example, if the Light theme is set by default for the appliance on the System level, and you associate the Dark theme with your user profile, the Dark theme is applied each time you log in.

1.
Do one of the following:
◦
Log in to the appliance Administrator Console, https://appliance_hostname/admin, where appliance_hostname is the host name of your appliance. Or, if Show organization menu in admin header 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.
◦
Log in to the appliance System Administration Console, https://appliance_hostname/system, where appliance_hostname is the host name of your appliance, or select System from the drop-down list in the top-right corner of the page.
◦
Log in to the applianceUser Console, https://appliance_hostname/user, where appliance_hostname is the host name of your appliance, or select User Console from the drop-down list in the top-right corner of the page.
2.
From the drop-down list in the top-right corner of the page, select My Profile.
The User Profile dialog box appears.
3.
In the User Profile dialog box, on the Profile tab, click Theme, and select a theme that you want to associate with your user account: Light, Dark, or Hybrid.
The theme you select this way becomes associated with your user account and is applied each time you log in. You can also configure the default theme for the appliance. For more information, see Configure the default theme for the appliance.

Configure data sharing preferences

Configure data sharing preferences

Configure data sharing preferences at the System level. Data sharing preferences determine how much of your appliance information is shared with Quest. In addition, data sharing preferences determine whether information from ITNinja is displayed in the Administrator Console.

To validate your product license, Quest collects minimal license-related information, such as the MAC Address of the appliance, the version of the appliance software, the license key, and the number of managed devices, regardless of the data sharing options selected in this section.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click General Settings to display the General Settings page.
3.
In the Share With Quest section, select from the following options:

Option

Description

Share summary usage data...

(Recommended) Share summary information with Quest. This information includes appliance status, uptime, and load averages, as well as the number of devices, Managed Installations, and applications being managed by the appliance. This option is recommended because it provides additional information to Quest Support if you need assistance. In addition, data shared with Quest is used when planning product enhancements.

Share detailed usage data...

(Recommended) Share detailed information with Quest and share anonymous information with ITNinja.com. This information includes Agent and appliance crash reports, user interface usage statistics, and inventory information, such as application titles. Quest uses this information to help improve the Software Catalog, and ITNinja uses anonymous data to identify relevant content on http://www.itninja.com for dynamic feeds to the appliance Administrator Console.

ITNinja.com is a community website where IT professionals can share information and research on a wide variety of systems management and deployment topics. The ITNinja feed is a feature that dynamically displays software deployment tips and other contextual information on relevant pages in the appliance Administrator Console. To enable the ITNinja feed, you need to select Share detailed Usage data.... This setting shares information anonymously with ITNinja. The ITNinja feed is available only if Share Summary Usage Data... is selected, and it is available only on pages related to software or deployment, such as the software, Managed Installation, and File Synchronization detail pages. The feed is not available on Software Catalog detail page.

Clear this option to prevent the appliance from sharing inventory data with the ITNinja community. However, clearing this option does not remove any information that has already been shared. For more information, contact Quest Support.

4.
Click Save and Restart Services.

About DIACAP compliance requirements

About DIACAP compliance requirements

Enable or disable the Acceptable Use Policy

You can configure the appliance to support regulations, such as DIACAP (Department of Defense Information Assurance Certification and Accreditation Process).

To comply with DIACAP, administrators perform the following tasks:

•
Enable the Acceptable Use Policy. See Enable or disable the Acceptable Use Policy.
•
Disable SSH and database access. See Configure security settings for the appliance.
•
Disable Samba file sharing. See Configure security settings for the appliance.

Enable or disable the Acceptable Use Policy

Enable or disable the Acceptable Use Policy

To comply with policies and regulations, such as DIACAP (Department of Defense Information Assurance Certification and Accreditation Process), you can display an Acceptable Use Policy to users when they access the Administrator Console, User Console, or Command Line Console, or log in using SSH or FTP.

The Acceptable Use Policy is a System-level setting. If the Organization component is enabled on your appliance, you enable or disable the Acceptable Use Policy at the System level for all organizations. You cannot enable or disable the policy for individual organizations.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click General Settings to display the General Settings page.
3.
In the Acceptable Use Policy section, select policy settings:

Option

Description

Enabled

Enable the appliance to display your policy, and require users to accept the terms of your policy, when they access the Administrator Console, User Console, or Command Line Console, or log in using SSH or FTP.

Title

The heading of the policy to be displayed on the login page of the User Console.

Message

Details of the policy, which are displayed below the Title on the login page. Users must agree to the terms of the policy before they can log in to the User Console.

4.
Click Save and Restart Services.
When users go to the Administrator Console, User Console, or Command Line Console, or log in using SSH or FTP, they must first agree to the Acceptable Use Policy before they can log in.
* 
NOTE: If single sign on is enabled, the login page is not displayed, so users do not see the Acceptable Use Policy before being logged in automatically. See About single sign on (SSO).
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