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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

Overview of setup tasks

Overview of setup tasks

You can configure Service Desk to meet your company policies and branding requirements.

Setup tasks include:

Set up User Roles and labels: Create permission-based roles to manage user access. See Setting up roles for user accounts.
Set up user accounts: All Service Desk users and administrators must have authenticated user accounts. See Configuring user accounts, LDAP authentication, and SSO.
Customize ticket information: Add ticket categories, status, impact, and priority properties as needed. Identify additional information to include in tickets. See Configuring ticket settings.
Customize email templates: Configure the Service Desk email templates used to send notifications. See Configure email templates.
Set up email notifications: Configure the events that trigger email notifications. See Configuring email settings.
Queues: Use queues to organize tickets or to handle different types of tasks, such as hardware tasks and software tasks. See Configuring Service Desk ticket queues.
Processes: Use processes to set relationships between tickets that are parts of major or sequential tasks. You can also establish relationships by using parent-child relationships within tickets. See Using Service Desk processes.
Set up ticket rules: Configure the rules that Service Desk uses to process tickets. See About Ticket Rules
Configure company business hours and holidays: Define your company's hours of operation and recognized holidays. These hours and holidays are used in determining ticket due dates and Service Level Agreement violations. See Configuring Service Desk business hours and holidays.
Configure Service Level Agreements (SLAs): Configure the SLAs used in calculating ticket due-dates and SLA violations. See Enable Service Level Agreements.
Configure User Console home page settings: Change the logo and welcome information on the User Console home page. Or, show or hide quick actions and announcements as well as links to Knowledge Base articles, tickets, and other items. See:

Import tickets from another system

Import tickets from another system

You can import tickets from another system using prepared CSV (comma-separated value) files. Start by exporting your tickets to a CSV file and then use the Import Tickets wizard to import that content into the appliance. The wizard validates the data being imported, and certain fields must follow predefined formats, to prevent related records from being rejected.

2.
Go to the Import Tickets wizard:
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, in the Import section, click Import Tickets.
3.
In the Import Tickets wizard, on the Select Ticket Import File page, specify the CSV file and the related options, as needed.
a.
In the Upload file (.csv) section, click Choose File, and select the CSV file containing ticket data that you want to import.
b.
c.
In the Importing to section, specify the queue and template into which you want to import your ticket data.
e.
Click Next.
4.
In the Import Tickets wizard, on the Field Mapping page that appears, map the ticket template fields to the ticket fields specified in the CSV file.
To specify a ticket field, click the CSV Fields column, and select the applicable value.
A Comment field must use the following syntax: "<datetime>";"<user_name>";"<comment>";"<owners_only_flag>". Multiple comments in a single Comment field must be separated with |EOL|. For example: "01/01/2019 10:10";"Admin";"This is a sample comment";"Y"|EOL|"01/02/2019 11:20";"User A";"This is a sample comment 2";"Y"|EOL|"01/02/2019 12:00";"Admin";"This is a sample comment 3";"Y"|EOL|. Alternatively, you can use the Primary Key to combine multiple column entries in the same ticket field. See Table 33 and Table 34.
A Work Detail field must use the following syntax: "<user_name>";"<start_datetime>";"<end_datetime>";"[adjustment_time];[<note>]. Multiple comments in a single Comment field must be separated with |EOL|. For example: "Admin";"01/01/2019 08:10";"01/01/2019 10:30";"10";"Work Note"|EOL|"User B";"01/01/2019 11:20";"01/01/2019 12:30". Alternatively, you can use the Primary Key to combine multiple column entries in the same ticket field. See Table 33 and Table 34.
A Category field that contains subcategories must use a double colon "::" to separate subcategories. For example: Hardware::Printer::Paper. If the import detects any categories that do not already exist on the appliance, those records are automatically rejected.
Impact and Priority fields must contain valid contents that are predefined on the appliance.
User name fields (such as Submitter) accepts the user email, user name, user ID, and the display name. Multiple records with the same user name are automatically rejected.
Use the PK column to indicate if a row is a primary key for the data records. Any records that have the same value of the column marked as a primary key are combined into a single Service Desk ticket. For example, if you mark the Title column as a primary key for the ticket table, and all of your records in the CSV file have the exact same Title column (for example My Ticket), the import results in a single Service Desk ticket being created, with multiple entries combined in the same column. Alternatively, when importing Comment and Work Detail columns, you can use |EOL| to separate the entries. The following examples show you how to structure your input CSV file when you want to combine multiple entries into the same ticket field, either by using the |EOL| delimiters (Comment and Work Detail columns only), or the Primary Key (PK) setting (any column).

Table 33. Example: Combine multiple column entries using |EOL| delimiters (Comment and Work Detail columns only)

Title

Status

Priority

Owner

Comment

Title A

New

Medium

Admin

"6/15/2021 3:15:44 comment AAA" |EOL|

"6/17/2021 5:17:25 comment BBB" |EOL|

"6/19/2021 7:21:42 comment CCC" |EOL|

Title B

Closed

High

Admin

"7/21/2021 2:18:31 comment DDD" |EOL|

"6/17/2021 4:56:56 comment EEE" |EOL|

"6/19/2021 6:28:32 comment FFF" |EOL|

NOTE: The |EOL| delimiter instructs the wizard to combine these entries into a single Comment field. There is no need to declare the Title column as the primary key (PK). The same syntax applies to Work Detail contents.

Table 34. Example: Combine multiple column entries using the Primary Key setting

Title

Status

Priority

Owner

Comment

Title A

New

Medium

Admin

"6/15/2021 3:15:44 comment AAA"

Title A

"6/17/2021 5:17:25 comment BBB"

Title A

"6/19/2021 7:21:42 comment CCC"

Title B

Closed

High

Admin

"7/21/2021 2:18:31 comment DDD

Title B

"6/17/2021 4:56:56 comment EEE"

Title B

"6/19/2021 6:28:32 comment FFF"

NOTE: When you declare the Title column as a primary key (PK), all entries with the same Title (Title A and Title B) are combined into a single Comment field. There is no need to use |EOL| delimiters. The same mechanism applies to other columns, including Work Detail .
The PK setting can also be used to update an existing ticket. For example, you uploaded Ticket A with the data listed in Table 35, you can easily replace by uploading an updated CSV file outlined in Table 36, but you must set the Title column as the Primary Key (PK) in the settings:

Table 35. Example: Initial CSV data

Title

Status

Priority

Owner

Title A

New

High

User A

Table 36. Example: Updated CSV data

Title

Priority

Owner

Title A

Low

User B

Records for insertion: Lists all ticket records from the CSV file that are about to be created as Service Desk tickets.
Records for update: Lists all ticket records from the CSV file that are about to update existing Service Desk tickets.
Rejected records: Lists all ticket records from the CSV file that are not going to be created as Service Desk tickets due to errors. For each rejected record, the Reason column in this section indicates the cause of the error. The related ticket field appears highlighted in red. Review the contents of that field to better understand the problem. For example, if you have users in your CSV file who do not exists on the appliance, and did not select Auto Create User check box, this causes an error for each such user. You can resolve any errors by editing the import CSV file, or changing the applicable import options on the Select Ticket Import File page.
The Import Tickets - Status page appears, indicating that the ticket records are being imported. The time required to complete import depends on the amount of ticket data being imported. When done, the Status row tells you the outcome of the import operation. If any errors are detected during the import, this is indicated in the Error records row. Click Show details to find out more (when applicable).
6.
If you are satisfied with the outcome of the import, and do not need to import any additional records, click Done. To import more tickets, click Import More, and repeat the import process, as applicable.

Configuring Service Desk business hours and holidays

Configuring Service Desk business hours and holidays

You can configure business hours and holidays to effectively track and meet Service Level Agreements (SLAs) in your Service Desk queues. If the Organization component is enabled on your appliance, you configure business hours and holidays for each organization separately.

After you configure business hours and holidays, you need to enable the SLA settings in each Service Desk ticket queue to use those business hours and holidays.

Configure Service Desk business hours

Configure Service Desk business hours

You can configure the Service Desk to account for business hours when calculating due dates for tickets. If you have multiple organizations, you configure business hours for each organization separately.

After you configure Service Desk business hours, you need to enable ticket queues to use those hours in their Service Level Agreement (SLA) settings.

1.
Go to the Business Hours 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, in the Business Hours and Holidays section, click Define Business Hours.
3.
Click Save.

Configure queues to use business hours in SLAs. See Configure ticket queues.

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