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KACE Systems Management Appliance 12.1 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 Review and configure user notifications Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring Agent 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
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 Managing Mac profiles 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 Maintaining device and appliance security
Using reports and scheduling notifications Monitoring servers
Getting started with server 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

Export the Mac profiles list

Export the Mac profiles list

You can export the list of profiles that appears on the Mac Profiles list to CSV (comma-separated values), Excel, or TSV (tab-separated values) formats.

You have created or uploaded Mac profiles.

1.
Go to the Mac Profiles 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 Mac Profiles.
2.
Optional: To export selected profiles, select the check boxes next to the profiles you want to export.
3.
Do one of the following:
◦
To export all profiles in the list, click Choose Action > Export > Export All to format name.
◦
To export only the select profiles, click Choose Action > Export Selected to format name.

Removing and deleting Mac profiles

Removing and deleting Mac profiles

Remove Mac profiles from managed devices
Example: Remove a profile that has been deployed to specified devices
Delete Mac profiles from the appliance

You can use the appliance to remove Mac profiles from managed devices, and you can delete Mac profiles from the appliance.

Remove Mac profiles from managed devices

Remove Mac profiles from managed devices

Mac profiles can be configured to remove user and system profiles from Agent-managed Mac OS X devices. This configuration is useful when you have installed a profile on a large number of devices, and you need to remove that profile from all of those devices or from a subset of those devices.

You have used the appliance to install a profile on managed devices, and the original Mac profile has not been deleted from the appliance.
* 
IMPORTANT: If you delete a profile from the appliance, you can no longer use the appliance to remove that profile from managed devices.
1.
Go to the Mac Profile 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 Mac Profiles.
c.
Click the name of a profile.
2.
At the bottom of the page, click Remove.
A dialog appears explaining the remove process.
3.
Click Remove from Device.
The Mac Profile Detail page for a new profile, with the Action set to Remove, appears. The new profile has the same Profile Name and Profile Identifier as the original profile. The original profile, with the Action set to Add, remains on the list with its Schedule set to None. This prevents the same profile from being installed on or removed from the same set of devices, and it enables you to reactivate the original profile later if necessary.
4.
On the Mac Profile Detail page in the Deploy section, select the devices from which you want to remove the profile:

Option

Description

All Devices

Remove the profile from all KACE Agent-managed devices running a supported version of Mac OS X (version 10.8, 10.9, or 10.10). If the Organization component is enabled on your appliance, this action includes all supported Mac devices in the selected organization.

Labels

Remove the profile from the devices in the labels that you select. Limiting the removal to labels, especially Smart Labels, helps to ensure that profiles are removed appropriately.

To use this option, you must already have created labels or Smart Labels. See Adding Smart Labels for devices.

Devices

Remove the profile from the supported Mac OS X devices that you select (version 10.8, 10.9, or 10.10). To search for devices, begin typing in the field.

Operating Systems

Select the operating systems of the devices from which you want to remove the profile. Only supported operating systems (Mac OS X version 10.8, 10.9, or 10.10) are displayed. To remove the profile from all supported Mac operating systems, leave all operating systems unselected.

Remove All

Remove all selected devices from the Devices list in this section.

5.
In the Schedule section, select the options for removing the profile from target devices:

Option

Description

None

Do not remove the profile on a schedule. Profiles that have their schedules set to None have a status of Disabled on the Mac Profiles list. However, profiles whose schedule is set to None can still be removed if you select Run Now at the bottom of the page.

Every n minutes/hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00
6.
At the bottom of the page, select one of the following actions:

Option

Description

Save

Save the profile and return to the Mac Profiles list.

Run Now

On target devices that have an active Agent connection to the appliance, remove the profile now according to the selected deployment options. See Using the Run and Run Now commands.

Duplicate

Create a copy of the profile with Copy of prepended to the profile name.

Delete

Remove the profile from the appliance. This action does not remove the profile from devices on which it is installed. See Delete Mac profiles from the appliance.

Cancel

Discard changes and return to the Mac Profiles list.

The Mac Profiles page appears. The Targeted column shows the number of devices that are scheduled to have the profile removed. The Succeeded column shows the number of devices from which the profile has been removed. On target devices that have an active Agent connection to the appliance, the profile is removed according to the selected options.

Example: Remove a profile that has been deployed to specified devices

Example: Remove a profile that has been deployed to specified devices

If you inadvertently deploy profiles to target devices, you can remove them by creating a Remove profile.

1.
You have created a Mac system profile with these scheduling and deployment options:
◦
Scheduled to be installed daily at 8:00.
◦
Installed, or scheduled to be installed, on 100 target devices.
2.
After creating the profile, you realize that you do not want to have the profile installed on 10 of the 100 target devices. You need to remove the profile from the 10 devices and continue to keep the profile available to the other 90 devices.
* 
NOTE: This example uses a Mac system profile, but you can remove both Mac system and Mac user profiles as needed.
1.
Go to the Mac Profile 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 Mac Profiles.
c.
Click the name of the profile. In this example, we refer to this profile as Profile A.
2.
On the Mac Profile Detail page for Profile A, click Remove.
A dialog appears explaining the remove process.
3.
Click Remove from Device.
The Mac Profile Detail page for a new profile, with the Action set to Remove, appears. The new profile has the same Profile Name and Profile Identifier as the original profile. In this example, this is Profile A Remove. The original profile, with the Action set to Add, remains on the list with its Schedule set to None. This prevents the same profile from being installed on or removed from the same set of devices, and it enables you to reactivate Profile A later if necessary.
4.
On the Mac Profile Detail page for Profile A Remove, in the Deploy section, select the devices from which you want to remove the profile.
5.
Do one of the following:
◦
If you have set the profile to run on a schedule, click Save at the bottom of the page.
◦
To run the profile on devices that currently have a connection to the appliance, click Run Now.
The Mac Profiles page shows the number of target devices in the Targeted column and the number of devices from which the profile has been removed in the Succeeded column for Profile A Remove.
6.
When the Succeeded column shows that the profile has been removed from all target devices, Profile A Remove is no longer needed, and you can delete it from the appliance. See Delete Mac profiles from the appliance.
7.
In Profile A, verify that the correct devices are targeted and enable the profile:
a.
Go to the Mac Profile Detail page for Profile A.
b.
Change the list of target devices to include only the correct 90 devices.
c.
Enable the profile. See:
◦
Add or edit Mac user profiles
◦
Add or edit Mac system profiles
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