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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

Maintaining and using manual asset information

Maintaining and using manual asset information

For assets that do not report inventory to the appliance automatically, you can manually add asset information. This is useful for logical assets such as locations, cost centers, and vendors, and physical assets, such as office furniture and equipment. Asset information that is imported or added manually must be updated manually when that information changes.

There are two ways to keep manual asset information up to date:

•
Manage the information in spreadsheets and re-import them to the appliance periodically.
•
Maintain the information manually in the Asset Management component.

Whichever method you choose, use it consistently to ensure that data remains current.

Creating an asset administrator role

You can create an asset administrator role to permit other users to update assets in the appliance.

For information on creating roles, see Setting up roles for user accounts.

Scheduling regular imports

To maintain asset information efficiently, you can continue updating source spreadsheets. Each time you import, the Asset Management component determines whether to import or update records based on what was designated as the primary key (PK) when the asset was created:

•
If the primary key matches an existing record, the Asset Management component compares the data and updates the existing record.
•
If there is no matching primary key in the row, a new record is generated.

See Importing license data in CSV files.

Tip:
 
TIP: Before importing new data, consider running a report to export the current data. That way you can return to the original data if there is anything wrong with the structure of the new data.

Using asset data in reports

You can export data from the Asset Management component in standard reports.

Some standard reports are:

•
Unapproved Software Installation: Software found on devices where no license has been approved.
•
Software Compliance Simple: License counts, such as those found on the Assets list.
•
Software License Compliance Complete: A list of software and devices that are impacted by each license.

In addition, you can create your own reports. See About reports.

Managing locations

Managing locations

Manage locations
Add or edit locations
Customize location fields

A location entity represents a physical site that contains one or more of your assets.

You can add, move, or delete location entities, as needed.

Manage locations

Manage locations

Locations represents physical sites containing one or more of your assets. They are based on location types.

You can add, move, or delete location entities, or export location details into a file, as needed.

1.
Go to the Locations 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 Locations.
2.
To add a location, select Choose Action > New.
See Add or edit locations for more information.
3.
To delete a location:
a.
Select the row containing the location that you want to delete.
b.
Select Choose Action > Delete.
c.
Optional. In the Delete location dialog box that appears, specify the replacement location to which you want to move all the assets associated with the location you are about to delete.
d.
Click Confirm.
* 
NOTE: Deleting a parent location does not remove its child locations from the system.
4.
To move a location:
a.
Select the row containing the location that you want to move.
b.
Select Choose Action > Move.
c.
In the Move location dialog box that appears, specify the parent location to which you want to move the location.
d.
Click Confirm.
The Locations list refreshes, no longer showing the newly moved locations. To view child locations associated with the specific parent, in the row containing the parent location, click on the right of the location name.
5.
In the Name field, add or change the name as needed.
Tip:
 
TIP: Additional options are available for Device and License Asset Types. See About customizing the Device Asset Type and Customize the License Asset Type.
6.
To export one or more locations to a file:
a.
Select the rows containing the locations that you want to export.
b.
Select Choose Action > Export, and then choose the appropriate option.
For example, to export all locations to a CSV file, select them in the list, and then select Choose ActionExportExport All To CSV Format.
You can import location information from a file using the Import Assets wizard. For more information, see Importing asset data using CSV files.

Add or edit locations

Add or edit locations

The Location Detail page shows the details of the selected location.

Location information is static and changes only when you import data or change it manually.

1.
Go to the Location 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 Locations.
c.
Display the Location Detail page by doing one of the following:
▪
Click the name of a location.
▪
Select Choose Action > New.
2.
Provide the following information about the location: Subtype, Name (required), Description, Web site, Address, Locale, and Phone Number.
3.
When you are editing an en existing location, to associate it with a device, in the Assigned Devices section, click , select a device, and click Add.
The selected device appears in the list below.
4.
When you are editing an en existing location, to associate it with an asset, in the Assigned Assets section, click , select an asset, and click Add.
The selected asset appears in the list below.
5.
Click Save.
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