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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

About Discovery Results

About Discovery Results

Discovery Results show information identified during Discovery Schedule scans.

If devices in inventory correspond to records in the Discovery Results, the devices’ current connection status is displayed. The device name links to the Inventory Detail page for that device, and the Device Action drop-down list in the DNS Lookup column shows the available Device Actions.

* 
NOTE: For information about browser requirements for Device Actions, go to https://support.quest.com/kb/148787.

Discovery Results are a "point-in-time" view, and any newly defined devices for management will reflect their state the next time discovery is run.

See Managing inventory information.

The results showing the IP address at the time of the scan might not reflect the current IP address of a given device if the DHCP-assigned IP address has changed.

View and search Discovery Results

View and search Discovery Results

You can view and search Discovery Results for device information and for the properties of the scans used to discover devices.

1.
Go to the Discovery Results list:
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 Results.
2.
To sort the list, do any of the following:
◦
Select Choose Action > Include Unreachable Items. The list displays devices that have a connection to the appliance and devices that cannot currently be reached.
◦
In the View By drop-down list, select Discovery Name. The list is sorted to group according to the name of the Discovery Schedule under which they were discovered.
3.
To view device details, click the link in the Hostname or IP Address [Labels] column.
4.
To search for devices:
a.
Click the Advanced Search tab above the list on the right to display the Advanced Search panel.
b.
Select search criteria:
▪
Select an attribute in the left-most drop-down list. For example: Device Info: Ping Test.
▪
Select a condition in the next drop-down list. For example: has.
▪
Select the status attribute in the next drop-down list. For example: Failed.
c.
Click Search.

Provision the Agent using the discovered IP address or hostname

Provision the Agent using the discovered IP address or hostname

You can provision the Agent on devices using the IP address or hostname from the Discovery Results page.

After devices have been identified in Discovery Results, you can provision or install the Agent on those devices using the links on the Discovery Results page. This discovery identifies the devices to be provisioned at the outset, rather than requiring a scan during the provisioning phase to identify devices.

Provisioning the Agent is especially useful for Windows devices. Windows devices can be discovered, but there are few management options available to Windows devices unless the Agent is installed on those devices.

1.
Go to the Discovery Results list:
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 Results.
2.
Select the check box next to one or more devices.
3.
Select Choose Action, then do one of the following:
◦
Select Provision > Agent: IP Address.
◦
Select Provision > Agent: Hostname.
The Provisioning Schedule Detail page appears. Information about the selected devices appears on the page.
4.
Edit the provisioning options as needed.
See Install the KACE Agent on a device or multiple devices.

Stop a running discovery scan

Stop a running discovery scan

You can stop a running scan at any point in its progress.

You can stop a running discovery scan from either the Discovery Schedules list or from the Discovery Schedule Detail page. You can stop multiple scans from the Discovery Schedules list.

When you interrupt a scan with Stop, whatever devices in the IP range that has been scanned up to that point appear in Discovery Results.

1.
Go to the Discovery Schedules list:
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.
2.
Stop a running scan using one of two methods:
◦
Stop one or more running scans using the Choose Action menu.
1.
Select the check box next to one or more schedules.
2.
Select Choose ActionStop, then click Yes to confirm.
* 
NOTE: If any of the selected schedules are not running, selecting Stop does not prevent the scan from running at its next scheduled time.
◦
Stop a running scan from its Discovery Schedule Detail page.
1.
Click the Discovery Schedule in the Name column to display the Discovery Schedule Detail page.
2.
Scroll to the bottom of the page, click Stop, then click Yes to confirm.
* 
NOTE: When a scan is running, the Stop button takes the place of the Run Now button.

Scan activity stops for the designated Discovery Schedule. The Progress column on the Discovery Schedules list displays Stopping until the scan is fully stopped, at which point the progress status changes to Stopped.

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