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KACE Systems Management Appliance 13.0 Common Documents - KACE GO 8.0 Getting Started Guide

What is the best way to secure my KACE GO app?

What is the best way to secure my KACE GO app?

Quest recommends configuring the KACE SMA server with SSL, and enabling a passcode in the app settings.

KACE GO first attempts to log in through HTTPS. If SSL is not available for the server, the application logs in through HTTP. When a server has both port 80 and port 443 enabled, KACE GO always logs in through HTTPS (port 443).

Three failed attempts result in the erasure of any saved credentials. Authentication is mandatory when the app is put in the background.

Which features are accessible from the KACE GO home page?

Which features are accessible from the KACE GO home page?

The KACE GO home page for a provides access to the features available in the app for that user. The set of feature is different for an end user and an administrator.

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An end-user's home page provides access to the following features:
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Service Desk: Links to the Service Desk home page in the KACE GO app. The Service Desk allows you to submit and manage ticket requests. You can, for example, review the tickets associated with your user account. When you are viewing all tickets, you can search for a specific ticket given the location of the associated asset.

• Users who own one or more queues can also perform the following ticket-related actions in those queues:

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View tickets in the queue that were submitted by other users.
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View and edit Owners only comments in tickets.
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View Owners only - hidden from users fields in tickets
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Edit Owners only - visible to users and Owners only - hidden from users fields in tickets.

• Queue owners cannot assign a device or an asset to a ticket in the Service Desk section of the end-user's home page. This can only be done through the administrator's home page.

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Create Ticket: Allows you to create a Service Desk ticket using the mobile app.
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NOTE: Administrators with read-only permissions have write access to the user portal, allowing them to create tickets.
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Settings: KACE GO mobile app settings on your device, such as password and push notification configuration, and other settings.
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Knowledge Base: Lists the Knowledge Base (KB) articles, as seen on the the KACE SMA User Console Home page. See Can I review KB articles and other related resources in KACE GO? for more information.
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Popular Articles: Lists the top five articles, as seen on the KACE SMA User Console Home page. See Can I review KB articles and other related resources in KACE GO? for more information.
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Help: Links to some basic self-help resources, such as About, Report a Problem, and Terms and Conditions.
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User notifications. Users that receive notifications through the bell icon panel in the KACE Systems Management Appliance Administrator Console also receive push notifications for them in KACE GO, and the app can be used to view user notifications, mark them as read, or to delete them.
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The administrator's home page provides access to the following features:
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Service Desk: Links to the Service Desk home page in the KACE GO app. The Service Desk allows you to submit and manage ticket requests. You can, for example, review the tickets associated with your user account. When you are viewing all tickets, you can search for a specific ticket given the location of the associated asset, device, or the ticket submitter.

• On the ticket list page, you can search for tickets by the ticket number, title, owner, or submitter, as needed.

• You can sort the ticket list by the date when they are modified, created, or due. If the Service Desk Home screen is associated with a specific queue, you can also sort by a custom field.

• Ticket details appear when you select the ticket. Ticket text fields come with a text editor that allows you to format the content of these fields and improve readability. The editor includes a full range of text editing options for formatting your content, such as buttons for bold and italic text, lists, or text alignment. Ticket approvers have an option to approve or reject tickets from the app, as applicable.

• If the queue associated with the ticket includes any sub-categories (such as Hardware::Computer), they appear in a hierarchical list. To drill down to a sub-category, select its parent category, select the sub-category, and so on. Ticket approvers have the ability to approve or reject tickets.

• When you select an inventory device or a device asset on the ticket page, a list of all devices that are visible to the ticket submitter appears. You also have an option to filter that list and display only the devices that are assigned to the submitter.

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Install: Allows you to quickly deploy Managed Installations (MIs) to selected devices. Each MI describes a specific application title and version to be installed or removed, including installation commands, installation files, and target devices.
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Assets: Provides access to the managed assets. From here, you can view a list of all assets, review the details of a specific asset, add an asset, or scan a barcode to identify an asset. When you are viewing all assets, you can sort them by the asset name, ID, type, assigned user, or location, in either ascending or descending order, or search for assets by providing their name or location. You can also select an asset and create a ticket for that asset (using the action button in the top-right corner). When you are reviewing the details of a specific asset, you see the same type of asset information as on the Asset Detail page in the KACE SMA Administrator Console, including its name, location, barcode, any related assets (if applicable), and other details.

• You also have an option to archive device assets, as needed. An asset that is pending archival can be restored by cancelling the archive action. The details of an archived device are available in read-only mode.

• Bulk asset operations are also available to helps you quickly manage multiple assets, instead of one by one. You can perform bulk operations when creating, editing, and archiving assets.

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Create Ticket: Allows you to create a Service Desk ticket. You can create a ticket based on a queue, or use a ticket template. A ticket template specifies a set of fields that appear on the Ticket Detail page. Each queue can have one or more ticket templates. For more information about ticket templates, see the KACE SMA Administrator Guide.
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Inventory: Provides access to the managed devices in your KACE SMA inventory. You can, for example, select a device, and create a ticket for that device (using the action button in the top-right corner).
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Monitoring Alerts: Use this feature when you want to review the monitoring alerts generated by the appliance. For example, you may see an alert when changes are made to a device configuration, such as adding a disk, a partition change, and so on.
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Scripts: Allows administrators to deploy existing scripts to a target device.
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Scan Barcode: Use this command when you want to scan a barcode and to associate it with an asset. You can turn on the flashlight on your device while scanning by tapping the icon in the bottom-right corner of the screen. The device vibrates when the barcode is detected and scanned.
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Live Chat: Allows you to start a chat with Quest Support.
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User notifications. Users that receive notifications through the bell icon panel in the KACE Systems Management Appliance Administrator Console also receive push notifications for them in KACE GO, and the app can be used to view user notifications, mark them as read, or to delete them.

Can I use the ticket URL in Service Desk emails to view them directly in the KACE GO app?

Can I use the ticket URL in Service Desk emails to view them directly in the KACE GO app?

When you create a Service Desk ticket by email, you will receive an email confirmation indicating that your ticket has been logged. The email will contain links to the Service Desk ticket in the KACE Systems Management Appliance (SMA) Administrator Console, along with a link to the ticket in the KACE GO app.

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NOTE: You must add the $mobile_ticket_url email token to the required email notification templates in order for this link to appear.

If you are using your mobile device which has the KACE GO mobile app installed, you can use the latter to quickly navigate to the ticket page in the KACE GO app. Your mobile device will launch the KACE GO app with the ticket page displayed. In case you do not have KACE GO installed, the link takes you to the KACE GO app page in the app store for your mobile device OS (Apple® App Store® or Google® Play™ store).

Can I attach files to a ticket in KACE GO? Can I view attached files?

Can I attach files to a ticket in KACE GO? Can I view attached files?

You can open and view attachments in any format as long as you have the necessary applications on the device to view the format. You can attach up to five photos taken with your mobile device camera using the app, and remove them, if needed.

However, you cannot attach files using the app. That must be done on the KACE SMA.

For versions lower than 2.1, you can view .jpg, .jpeg, .png, and .gif files from the app. Other file types, such as text files and ZIP files, cannot be viewed from the app.

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