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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

Prevent email loops

Prevent email loops

When tickets are submitted or updated through email, Service Desk sends ticket notifications to respective parties. However, if one or more users who receive such email reply with an automated Out of Office response, Service Desk reacts with another ticket update and yet another email notification, potentially causing an infinite email loop.

You can prevent the Service Desk from processing an email when an Out of Office response is received. You also have an option to stop sending email notifications when a high number of incoming ticket-related emails is detected. Any emails that cause the Service Desk to stop sending email notifications are logged.

1.
Go to the Service Desk Email Preferences 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, in the Email Configuration section, click Configure Service Desk Email Preferences.
2.
Specify the text that you want to detect in the email subject. When the Service Desk receives a ticket-related email with the specified subject, it will stop processing that email.
a.
In the Inbound Email section, in the Ignore emails with following text in the subject field, type the words that you want to detect. You can specify multiple entries, using a semi-colon as a separator. For example: Out of Office;Mail Delivery Failure.
3.
Configure the thresholds for all inbound email notifications during a specific period. When these levels are reached, the Service Desk will stop sending email notifications.
* 
NOTE: When the overall threshold is reached, notifications will pause for all tickets. If a per-ticket threshold is reached, notifications will be paused only for the affected ticket. When the number of email updates in the given period becomes lower than the configured threshold, the notifications will resume.

Option

Description

Total Emails

The maximum number of all emails the Service Desk receives and responds with email notifications. The default value is 100 emails.

Received within the interval of x minutes

The time interval in minutes during which the specified number of emails are received. The default value is one minute.

To disable this restriction, you can set to a high number such as 99999.

4.
Configure the thresholds for inbound email notifications per ticket, during a specific period. When these levels are reached, the Service Desk will stop sending email notifications.

Option

Description

Total Emails per Ticket

The maximum number of all emails the Service Desk receives for each ticket, and responds with email notifications. The default value is 5 emails per ticket.

Received within the interval of x minutes

Specify the time interval in minutes during which the specified number of emails for each ticket are received. The default value is one minute. To disable this restriction, set this option to a high number such as 99999.

5.
Click Save.

Configure the Cache Lifetime for Service Desk widgets

Configure the Cache Lifetime for Service Desk widgets

Service Desk widgets available on the Dashboard page provide insight into the overall activity of your Service Desk tickets. For example, you can view the number of active tickets sorted by their category or queue. For performance reasons, underlying data for the Service Desk widgets is cached locally for a fixed duration. The default minimum is 30 minutes. This can be increased as needed. You can force a data refresh for a specific widget by clicking the refresh icon in the widget.

For more information about Dashboard widgets, see About Dashboard widgets.

1.
Go to the Service Desk Settings 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 Settings.
2.
Under Service Desk Dashboard Widgets, in the Cache Lifetime field, specify the length of time in minutes during which the data populating the Service Desk Dashboard widgets will be preserved in the database. The minimum is 30 minutes.
3.
Click Save.

Creating and managing organizations

Creating and managing organizations

About organizations
Tracking changes to organization settings
Managing Organization Roles and User Roles
Adding, editing, and deleting organizations
Managing user accounts for organizations
Managing organization filters
Managing devices within organizations
Understanding device details
Running single organization and consolidated reports

If the Organization component is enabled on your appliance, you can create and manage separate organizations, with separate inventory and settings, to meet your business needs.

Tip:
 
TIP: If the Organization component is enabled on your appliance, but you do not see the drop-down list in the top-right corner of the Administrator Console next to the login information, there are two possibilities: Either fast switching is not enabled, or your user role does not have permission to manage organizations.
TIP: See Enable fast switching for organizations and linked appliances.

About organizations

About organizations

About the Default organization

Organizations are logical instances of an appliance that run on a single appliance. Each organization is supported by its own database, and you manage each organization’s inventory and other components separately.

For example, in a school environment, you could create one organization for teachers and another organization for students. You could then automatically assign managed devices to each organization and manage them separately. Further, you could assign organization-specific roles to administrators and users to control their access to the appliance Administrator Console and User Console. Administrators in one organization would not need to view the devices and inventory items in the other organization. You can add up to 50 organizations on a single appliance.

For information about configuring general organization settings for the appliance, see Configure appliance General Settings with the Organization component enabled.

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