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KACE Systems Management Appliance 13.0 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 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 Manage quarantined file attachments
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

About configuration policy templates

About configuration policy templates

Configuration policy templates enable you to create policy-related scripts. These scripts can be deployed to configure policies on managed devices.

This section includes descriptions of the settings for each of the scripts you can create.

The Windows templates include:

•
Add Dell Command | Monitor scripts
•
Add Desktop Wallpaper scripts
•
Add Desktop Shortcuts scripts
•
Add Event Log Reporter scripts
•
Add MSI Installer scripts
•
Add Power Management scripts
•
Add Registry scriptsAdd Registry scripts
•
Add Remote Desktop Control Troubleshooter scripts
•
Add UltraVNC scripts
•
Add Uninstaller scripts

The Mac OS X templates include:

•
Add Active Directory scripts
•
Add Power Management scripts
•
Add VNC scripts

Using Windows configuration policies

Using Windows configuration policies

About starting Windows Automatic Updates on Windows devices
About Dell Command | Monitor
Add Dell Command | Monitor scripts
Add Desktop Wallpaper scripts
Add Desktop Shortcuts scripts
Add Event Log Reporter scripts
Add MSI Installer scripts
About power management and power consumption
Add power management scripts for Windows devices
Add Registry scripts
Add Remote Desktop Control Troubleshooter scripts
Add UltraVNC scripts
Add Uninstaller scripts

You can create configuration policies or scripts to run on Windows devices using configuration policy templates.

* 
NOTE: If you edit a template-based policy, keep the Run As setting as local system.

About starting Windows Automatic Updates on Windows devices

About starting Windows Automatic Updates on Windows devices

There are several ways to start Windows Automatic Updates on Windows managed devices.

To start Windows Automatic Updates, do one of the following:

•
Enable the Windows Automatic Updates Settings policy of the appliance. See .
•
Enable the local policy for Windows Automatic Updates on the device.
•
Modify the registry key for Windows Automatic Updates on the device.
•
Set up the Group Policy on the domain for Windows Automatic Updates on the device.

If you use appliance patching to automatically deploy Windows updates on a device, you must disable Windows Automatic Updates on the device by any other process to avoid conflicts among the different deployment processes.

About Dell Command | Monitor

About Dell Command | Monitor

Dell Command | Monitor is the monitoring tool of the Dell Command Suite. With it, a remote management application such as the appliance can perform management and monitoring activities.

Using Dell Command | Monitor gives the appliance the following abilities for certain Dell devices:

•
Gain access to management information.
•
Monitor device status.
•
Change the state of enterprise client systems.

Earlier versions of Dell Command | Monitor were named Dell OpenManage™ Client Instrumentation (OMCI). The appliance supports only Dell Command | Monitor 9.0 or higher.

Supported physical hardware

Dell Command | Monitor is available for the following Dell hardware.

•
Dell Venue 11 Pro
•
Dell OptiPlex™
•
Dell Precision Workstation™
•
Dell Latitude™

Supported Microsoft operating systems

The following operating systems are supported for Dell Command | Monitor.

•
Microsoft Windows 8.1 (32-bit and 64-bit), Microsoft Windows 8.1 Professional (32-bit and 64-bit), and Enterprise (32-bit and 64-bit)
•
Microsoft Windows 8 (32-bit and 64-bit), Microsoft Windows 8 Professional (32-bit and 64-bit), and Enterprise (32-bit and 64-bit)
•
Microsoft Windows 7, Windows 7 Service Pack 1 (SP1), Professional, Enterprise, and Ultimate x86 (32-bit) and x64 (64-bit) editions
•
Microsoft Windows Vista Business SP1 x86 (32-bit) and x64 (64-bit) editions
•
Microsoft Windows Vista Ultimate SP1, and SP2 x86 (32-bit) and x64 (64-bit) editions
•
Microsoft Windows Vista Enterprise SP1, and SP2 x86 (32-bit) and x64 (64-bit) editions

Classes and properties queried for information

The appliance, using Dell Command | Monitor, queries the following DCIM Windows Management Instrumentation (WMI) classes and properties.

The information returned from the queries appears in the Dell Command | Monitor group on the Device Detail page for the Dell hardware device in inventory.

You can create custom reports that collect any combination of the properties, using the report wizard. See Create reports using the report wizard.

 

Class

 

Properties

Report wizard Fields to

Display group

Report wizard Fields to

Display item name

DCIM_FlatPanel

N/A

Dell Command | Monitor - Flat Panel Display

Aspect Ratio

DisplayType

Display Type

HorizontalResolution

Horizontal Resolution

PrimaryStatus

Primary Status

VerticalResolution

Vertical Resolution

DCIM_DesktopMonitor

N/A

Dell Command | Monitor - Monitor

Aspect Ratio

CurrentResolutionH

Current Horizontal Resolution

CurrentResolutionV

Current Vertical Resolution

Description

Description

InputDisplayPort

Supports DisplayPort

InputDVI

Supports DVI

InputHDMI

Supports HDMI

ManufactureDate

Manufacture Date

N/A

Physical Diagonal Size (cm)

N/A

Physical Diagonal Size (in)

PhysicalSizeH

Physica lHorizontal Size (cm)

PhysicalSizeV

Physical Vertical Size (cm)

PrimaryStatus

PrimaryStatus

SerialNumber

Serial Number

StandbyModeSupported

Supports Standby Mode

SuspendModeSupported

Supports Suspend Mode

VeryLowPowerSupported

Supports Very Low Power Mode

DCIM_VProSettings

VProCharacteristics

Dell Command | Monitor - vPro Settings

vPro Characteristics

DCIM_AMTSettings

AMTSupported

Dell Command | Monitor - AMT Settings

AMT Supported

IDEREnabled

IDE-R Enabled

SOLEnabled

SOL Enabled

DCIM_PhysicalMemory

BankLabel

Dell Command | Monitor - Physical Memory

Bank Label

Capacity

Capacity (bytes)

ElementName

Name

ManufactureDate

Manufacture Date

Manufacturer

Manufacturer

MemoryType

Memory Type

Model

Model

PartNumber

Part Number

PrimaryStatus

Primary Status

SerialNumber

Serial Number

Speed

Speed (MHz)

DCIM_Processor

Caption

Dell Command | Monitor - Processor

Caption

CurrentClockSpeed

Current Clock Speed (MHz)

ElementName

Name

MaxClockSpeed

Max Clock Speed (MHz)

NumberOfEnabledCores

Number of Cores Enabled

PrimaryStatus

Primary Status

Stepping

Stepping

DCIM_ProcessorCapabilities

NumberOfHardwareThreads

Hardware Threads

NumberOfProcessorCores

Number of Cores

DCIM_Battery

N/A

Dell Command | Monitor - Battery

Charge Health (%)

Chemistry

Chemistry

DesignCapacity

Design Capacity (mWh)

DesignVoltage

Design Voltage (mV)

ExpectedLife

Expected Life (minutes)

FullChargeCapacity

Full Charge Capacity (mWh)

HealthState

Health State

Name

Name

PrimaryStatus

Primary Status

RechargeCount

Recharge Count

DCIM_LogEntry

CreationTimeStamp

N/A

N/A

RecordData

RecordFormat

Hardware alerts available in reports from Dell Command | Monitor

The following settings determine how much alert information is included in a report created with the report wizard.

Report wizard Fields to Display group

Report wizard Fields to Display item name

Dell Command | Monitor - Hardware Alerts

Category

Description

Severity

Timestamp

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