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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

Enable or disable the conflict warning

Enable or disable the conflict warning

When the conflict warning dialog is enabled for a queue, administrators and ticket owners see a notification dialog when multiple users are editing tickets concurrently. The dialog enables users to view changes made by others and decide which changes to keep.

You have administrator privileges in the Administrator Console.

Administrators can enable or disable the conflict warning dialog for each queue separately.

1.
Go to the Service Desk Queue 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Create and manage queues in Queue section.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
In the User Preferences tab, enable or disable the conflict warning:

Field

Description

Enable ticket conflict warning for ticket owners

Display a dialog, to administrators and ticket owners, that summarizes conflicts between the changes they are submitting and the changes submitted concurrently by other users. When administrators and ticket owners click Save or Apply Changes on the Ticket Detail page, the dialog appears if other users have edited and saved the ticket while it was open for editing. This enables administrators and ticket owners to choose whether to discard their changes, or overwrite the changes made by other users if there are conflicts.

The dialog is displayed only if other users have modified the ticket, and it is displayed to administrators and ticket owners only. The dialog is not displayed to other users.

* 
NOTE: The dialog summarizes all changes made by other users. However, the current user's changes are summarized only if they conflict with changes made by other users.
3.
Click Save.

View and edit response templates

View and edit response templates

Response templates allow you to store common responses as comments or resolutions in Service Desk tickets.

Each response template is associated to a specific ticket queue and belongs to the user that created it. You can select the applicable response template on the Ticket Detail page.

The template text supports the use of email tokens. Token values are dynamically updated using the field values from the ticket in which they are referenced. You can use the same tokens that are available in email templates. For more information, see Configure email templates.

A response template can be public or private. Private response templates can be updated and referenced in applicable tickets only by the user that created them. A public response template is available for selection in the associated ticket queue by other users, however only the user that created it can edit the contents of the response message. Other users can view the contents of public response templates, but cannot edit them.

1.
Go to the Service Desk Response Templates 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, under Queues, click Create and manage response templates.
d.
To display the Response Template Detail page, do one of the following:
▪
Click the name of a response template.
▪
Select Choose Action > New.
* 
NOTE: Those queue owners who do not have access to the Queues configuration pages can access the Response Templates page by clicking the Manage link that appears just above the Predefined Response option in the Ticket Detail page.
2.
Specify the following settings:

Field

Description

Name

The name of the response template. This name appears available for selection in the Predefined Response field when you want to configure an automated response to applicable Service Desk tickets.

Make Public

Select this check box if you want to make this response template available for selection to other users. Other users can view the contents of public response templates, but cannot edit them.

Template

The contents of the response message. This field supports plain text and tokens.

3.
If you made any changes to the response template, click Save.
4.
To go back to the Response Templates list, click Cancel.

You can use a response template as a predefined response to a Service Desk ticket inquiry. For more information, see Add comments to tickets.

Configuring ticket settings

Configuring ticket settings

Customize the Ticket Detail page

Each Service Desk ticket queue has default settings for new tickets, and you can configure those settings and add custom fields as needed.

Typical custom fields include:

•
Problem-related information: Symptoms, how long the problem has been occurring, or other components that might contribute to the problem.
•
Software-related information: Manufacturer, version, purpose, and installation date of the software.
•
Service Desk staff-only information: Information that can be used for diagnosing, reporting, or planning purposes, such as “vendor contact for escalation,” “root cause,” or “previously fixed.”
•
Custom ticket characteristics: Categories, Statuses, Priorities, and Impacts.

You can add or change these fields at any time, and the number of fields is restricted only by the number of columns that you can have in a database table. However, you cannot remove fields if they are used by tickets. To remove a field that is in use, change the tickets to use a different field, then remove the field.

Customize the Ticket Detail page

Customize the Ticket Detail page

You can customize the Ticket Detail page for queues as needed. If you have multiple queues, you can customize the Ticket Detail page for each queue separately.

Service Desk has the following configurable ticket settings:

Setting

Available Values

Category
•
Software
•
Hardware
•
Network
•
Other (default)

Status
•
New (default)
•
Open
•
Closed
•
Need more info

Impact
•
Many people cannot work
•
Many people inconvenienced
•
1 person can’t work (default)
•
1 person inconvenienced

Priority
•
High
•
Medium (default)
•
Low

States
•
Open (default)
•
Closed
•
Stalled
1.
Go to the Service Desk Queue 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Create and manage queues in Queue section.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
In the Restrictions tab, add the All Ticket Owners label to the Owner Label field:
a.
In the Owner Label field, click Manage Associated Labels.
b.
In the Select Labels dialog, drag All Ticket Owners to the Restrict Owners To field, then click OK.
For more information about this label, see Add an All Ticket Owners label.
c.
Click Save.
3.
In the General tab, click Customize Queue Fields to display the Queue Customization page. Or From the left navigation bar, click Configuration and then in the Queue section click the Customize fields to display the Queue Customization page
4.
In the Category tab, click the Add button in the column heading to add a category: .
Editable fields appear for the new value.
5.
Specify the following settings:

Field

Description

Category Name

The text that appears in the drop-down list. By default, this text is Please select a category: This instructs users to select the category of the ticket.

Default Owner

Select DefaultTicketOwners.

CC List

Select none to prevent the CC List from being displayed on tickets. Because DefaultTicketOwners is the default owner, all potential ticket owners receive email notifications when a ticket is created.

User Settable

Make this category visible to users. When cleared, the appliance allows only the Service Desk staff users to see this category.

Use this setting to present a simplified list of values to users and to provide a comprehensive list to your administrators and Service Desk staff. Users might see these categories as their tickets are processed, but they cannot set or change them.

6.
Click Save.
* 
NOTE: You can add ticket categories at any time. See Create ticket categories and subcategories.
7.
For the remaining categories in Category Values, click the Edit button: .
8.
Make the following changes:
a.
In the Default Owner column, select DefaultTicketOwners to make this user account the default owner of all of these categories.
For more information about this account, see Create the DefaultTicketOwners account.
b.
Remove anything in the CC List.
c.
Click Save.
9.
In Status tab, create additional status values:
a.
In the Status Values section, click the Add button: .
The editable fields appear for the new value.
b.
In the Name column, type Waiting on end user, then in the State column, select Stalled.
c.
Click Save.
d.
In the Status Values section, click the Add button: .
e.
In the Name column, type Waiting on Service Desk Staff, then in the State column, select Stalled, then click Save .
f.
In the Status Values section, click the Add button: .
g.
In the Name column, type Reopened, then in the State column, select Opened, then click Save.
* 
NOTE: Only tickets with an Opened state can be escalated. See Using the ticket escalation process.
10.
In Priority tab, create a Critical priority with an escalation time of 15 minutes:
a.
In the Priority Values section, click the Add button: .
The editable fields appear for the new value.
b.
In the Name column, type Critical, then in the Escalation Time column, select 15 minutes.
c.
Click Save.
11.
Change the Escalation Time for High priority to 1 hour, and select the color you want to use to identify high priority tickets.
12.
Click the Save button at the bottom of the page.
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