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KACE Systems Management Appliance 14.0 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 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

How asset information differs from inventory information

How asset information differs from inventory information

Asset and inventory information differ in the ways that the information is collected and managed.

The following table compares asset information and inventory information:

Item

Asset Component

Inventory Component

Where information appears

In the Assets section.

In the Inventory section.

The type of information managed

Asset information includes details about devices, software, licenses, physical assets, logical assets, and the relationships between them.

Inventory information includes details about devices and the software, processes, startup programs, and services on managed devices. The Software Catalog provides additional information about applications that are categorized as Discovered or Not Discovered.

How the information is managed

Asset information is static and changes only when you import data or change it manually. Device assets are exceptions to this rule, because Device assets are updated whenever managed devices report inventory. For License assets, however, the number of installations or seats is updated when managed devices report data to the appliance. Asset history is stored on the appliance and displayed in the Administrator Console; it remains with the asset until the asset is deleted.

Inventory information is automatically generated and overwritten each time managed devices report data to the appliance.

How licenses are tracked

The Asset Management component enables you to manage software License Compliance as well as physical and logical assets.

On the Software page, inventory information includes the number of Software assets, but it does not show the number of licenses.

On the Software Catalog page, license information is displayed if License assets are associated with applications.

Identifying the assets to track

Identifying the assets to track

One of the first tasks in setting up Asset Management is identifying the assets to track.

Spreadsheets often contain asset details, such as purchasing data, vendor contact information, product keys, license details, and device information. These details are candidates for asset tracking.

You can import asset information into the Asset Management component to create assets that can be managed and tracked by the appliance. In addition, you can set up relationships among the imported assets to make the information more useful. For example, you can create License and Vendor assets, associate them with devices, and quickly identify devices related to a license or vendor. For information on importing asset information, see Importing license data in CSV files.

View assets and search for asset information

View assets and search for asset information

You can view assets and search for asset information as needed.

1.
Go to the Assets 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 Asset Management, then click Assets.
2.
To search across all Asset Types using the advanced search:
a.
In the View By drop-down list, select All Items.
b.
Click the Filter tab above the list to display the Advanced Search panel.
c.
Specify the search criteria.
For example, to search for all assets whose Vendor is Smith, specify the following criteria:

Vendor | contains | Smith

d.
Click Search.
Assets of any type, including Device, License, Software, or Vendor, that match the criteria appear.
* 
NOTE: You can save the search criteria applied. Click the Save Filter button, and then add filter name in the Save Filter As dialog box.
3.
To search for an asset across all Asset Types using the simple search, in the Search List field, type full or partial contents of the field contained in the asset that you want to search for. For example, if you want to find an asset whose barcode contains zz, type it in the field, and press Enter.
Assets that match the criteria appear.
4.
To search a single Asset Type:
a.
In the View By drop-down list, select Asset Type > Asset Type.
b.
Click the Filter tab above the list on the right to display the Filter panel.
c.
Specify the search criteria.
For example, to search for License assets that are scheduled to expire within the next two months, select the License Asset Type in the View By drop-down list, then specify the following criteria:

Expiration Date | is within next | 2 months

d.
Click Search.
License assets whose expiration date is within the next two months appear.
* 
NOTE: You can save the search criteria applied. Click the Save Filter button, and then add filter name in the Save Filter As dialog box.

Add barcodes to assets

Add barcodes to assets

You can view assets and search for asset information as needed.

Specify one or more barcode tags for the type of the asset for which you want to specify barcodes. For more information, see Add or customize Asset Types.

1.
Go to the Asset 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 Asset Management, then click Assets.
c.
Click the name of an asset.
2.
Under Barcodes, click , and provide the following information:

Option

Description

Barcode Data

The barcode number. Barcode numbers are always unique, they cannot be shared between multiple assets. However, it is possible for an active asset to share a barcode with an archived asset.

Barcode Name

The barcode tag associated with this asset type. There can be only one barcode of the same type per asset.

Barcode Format

The barcode format. For example, UPC-A, Code 11, or UPC-E.

You can add as many barcodes as needed.
3.
Optional. To see additional information about each barcode tag, such as its first or last scanned date, in the Barcodes area, click Show all columns. To return to the previous view with fewer columns per barcode, click Show less columns.
4.
Click Save.
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