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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

Move tickets between queues

Move tickets between queues

If you have multiple queues, you can move tickets between them as needed.

When you move a ticket to different queue, the ticket's original settings, such as status, impact, priority, or category are overwritten by the settings in the queue to which it is being moved. The ticket change history stores the original values.

The following example shows how a custom field is treated when tickets are moved between queues:

1.
The CUSTOM_1 field in the ticket being moved lists the root cause of the problem as Pilot Error.
2.
The CUSTOM_1 field in the target queue lists locations, such as Tampa, Los Angeles, and Denver.

The CUSTOM_1 value, Pilot Error, is retained in the ticket being moved.

3.
If you change the CUSTOM_1 value of the ticket being moved to Tampa, the Pilot Error value is no longer available for the ticket that has been moved.
1.
Go to the Service Desk Ticket 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 Tickets.
c.
Click the title of a ticket.
2.
Select Choose Action > Move to queue > queue name.
If you have a high number of queues, use the search box to quickly find a specific queue.
3.
Click Yes to confirm the ticket move.
4.
Click Save to save the ticket in the new queue.

Bulk edit tickets in a queue

Bulk edit tickets in a queue

The bulk ticket update feature allows you to edit one or more fields of multiple tickets at the same time. The tickets must belong to the same queue. You can only bulk edit tickets if you are the queue owner.

Performing a bulk edit against a set of tickets does not affect ticket rules. Any ticket rules associated with the tickets you bulk edit continue to run, as configured. For more information about ticket rules, see Using Ticket Rules.

1.
Go to the Service Desk Tickets 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 Service Desk, then click Tickets.
2.
In the Queue drop-down list, which appears above the table, select a queue containing the tickets that you want to edit.
3.
On the Tickets list page, select the tickets that you want to bulk edit.
4.
Select Choose Action > Bulk Ticket Update.
5.
In the Bulk Ticket Update dialog box that appears, in the Field Name column, select a field whose value you want to update. Then, in the Field Value column, set the value that you want to assign to the selected field.
◦
To add a field to this bulk edit, click Add field to update, and specify the field's name and value.
◦
To delete a field from the list, in the Action column, click Remove item.
◦
To suppress email notifications to the applicable users about this change, select Supress Notifications.
◦
When editing the CC List field, any email addresses you add are appended to the existing CC list. To replace the items in the CC list with the values you provide here, ensure the Append to existing CC list check box is cleared.
◦
Bulk edits of the Comment field does not replace the existing comments, it only adds a new comment to the existing ones.
◦
Failing to provide the value of a required field results in an error.
◦
Bulk update does not allow you to change the ticket Status. You can bulk edit this field using the commands from the Choose Action menu.
◦
When done, click Save.

About User Downloads and Knowledge Base articles

About User Downloads and Knowledge Base articles

Managing User Downloads
Managing Knowledge Base articles

You can distribute software, scripts, and other downloadable files to users through the User Console. In addition, you can make Knowledge Base articles available for users to view in the User Console.

To enable users to access the User Console, you must create user accounts on the appliance or enable LDAP authentication. See About user accounts and user authentication.

Managing User Downloads

Managing User Downloads

Add User Downloads
Apply labels to User Downloads
Remove labels from User Downloads
Delete User Downloads

You can create, label, and delete User Downloads using the Administrator Console.

To make items available in the User Console, you must upload them in the User Downloads section of the Administrator Console. See Add User Downloads.

To run installers and scripts, users must have the KACE Agent software installed on their devices. See About managing devices.

To limit user access to downloadable items, select the device labels to which the items apply, or apply labels to the items themselves. See Apply labels to User Downloads.

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