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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

Edit scripts

Edit scripts

You can edit the three types of scripts: offline KScripts, online KScripts, and online Shell Scripts. You can also edit offline KScripts and online KScripts with the XML editor.

Scoped users can view the details of all scripts, but they can save changes only to those to scripts that affect the devices or labels that are associated with their scope. For more information about scoped users, see Add or edit User Roles.

1.
Go to the Script 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 Scripting, then click Scripts.
c.
Display the Script Detail page by doing one of the following:
▪
Click the name of a script.
▪
Select Choose Action > New.
2.
Modify the script as needed.
3.
Select options for configuration, deployment, and scheduling. See Add offline KScripts, online KScripts, or online shell scripts.
4.
To edit the raw XML of the script, scroll to the Schedule section, then click Edit XML.
5.
Click Save.

Delete scripts from the Scripts page

Delete scripts from the Scripts page

You can delete scripts from the Scripts page.

1.
Go to the Scripts 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 Scripting, then click Scripts.
2.
Select the check box next to one or more scripts.
3.
Select Choose Action > Delete, then click Yes to confirm.

Delete scripts from the Script Detail page

Delete scripts from the Script Detail page

You can delete scripts from the Script Detail page.

1.
Go to the Script 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 Scripting, then click Scripts.
c.
Click the name of a script.
2.
Click Delete, then click Yes to confirm.

Structure of importable scripts

Structure of importable scripts

You can create a script in an external XML editor and import it to the appliance.

Imported scripts must conform to the following structure:

•
The root element <kbots></kbots> includes the URL of the KACE DTD "kbots xmlns="http://kace.com/Kbots.xsd">...<kbots>
•
One or more <kbot> elements.
•
Exactly one <config> element within each <kbot> element.
•
Exactly one <execute> element within each <config> element.
•
One or more <compliance> elements within each <kbot> element.

The following is an example of the XML structure for an appliance script:


<?xml version="1.0" encoding="utf-8" ?>
<kbots xmlns="http://kace.com/Kbots.xsd">
<kbot>
<config name="name="" type="policy" id="0" version="version="" description=
"description="">

<execute disconnected="false" logged_off="false">
</execute>

</config>
<compliance>
</compliance>
</kbot>
</kbots>

In the preceding example, the </config> element corresponds to the Configuration section on the Script Detail page. This element is where you specify the name of the policy or job (optional), and the script type (policy or job). Within this element you can also indicate whether the script can run when the target device is disconnected or logged off from the appliance.

You can specify whether the script is enabled and describe the specific tasks the script is to perform within the <compliance> element.

Tip:
 
TIP: To create a script that performs some of the same tasks as an existing script, duplicate the existing script, and open it in an XML editor. The script’s <compliance> element gives you an idea of how the script works, and how you can change it. See Duplicate scripts.
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