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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

Add comments to tickets

Add comments to tickets

As a ticket is worked on, comments can be added to provide further information to the ticket.

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.
Click the Comments tab at the bottom of the ticket detail page, if it is not already selected.
3.
Enter the comment in the Comment text box.

This field includes a full range of text editing options for formatting your content, such as buttons for bold text, hyperlinks, lists, or text color.

For example:

◦
To apply bold text to a text string, select it in the editor, and click .
◦
To add images, click , and provide the URL to the image file, a local file path, or simply drop the image into the indicated area.
▪
You can also copy and paste screen shots directly into the text field.
▪
Any images you include this way are added as file attachments to the ticket. They are also included in email communication, as applicable.
▪
Deleting an image from the text field does not remove the associated file attachment. You can manage file attachments in the Attachments section of the ticket page. For more information, see Add or delete screen shots and attachments from Service Desk tickets.
◦
To add external links, click .
◦
To embed externally hosted videos, click .
4.
Select the Owners-only check box to designate the comment be hidden from non-owners, such as submitters, and visible only to ticket owners.
5.
If you want to add an attachment to the ticket, click Add Attachment and select the file to attach.
You can add up to five file attachments to a ticket. For more information, see Add or delete screen shots and attachments from Service Desk tickets
6.
If you want to add a screenshot to the ticket, click Paste Screenshot and paste the screenshot into the dialog box that appears.
You can add up to five screenshots to a ticket. For more information, see Add or delete screen shots and attachments from Service Desk tickets
7.
If you want to add an automatic response as a comment to this ticket, click Predefined Response and select a response template.
The selected response template appears in the Comments field. You can add multiple response templates as comments. They appear in the order you selected them.
* 
TIP: To create or edit a response template, save your changes and click Manage. This will take you to the Response Templates page.
For more information about response templates, see View and edit response templates.
8.
If you want to add the contents of a Knowledge Base article as a comment to this ticket, click Knowledge Base Article and select an applicable topic.
The selected article contents appear in the Comments field.
For more information about Knowledge Base articles, see Managing Knowledge Base articles.
9.
If you are viewing a ticket for which you already provided comments, and you want to edit your own comments, you can do that, if the queue associated with the ticket is configured to allow users to edit their comments. For information on how to configure queue preferences, see Configure ticket queues.
10.
If you are viewing a ticket that you submitted, and you want to edit other users' comments, you can do that, if the queue associated with the ticket is configured to allow technicians to edit the comments submitted by other users. For information on how to configure queue preferences, see Configure ticket queues.
11.
If your account has a manager role, the queue associated with the ticket is configured to allow managers to edit comments to employee tickets, and you are viewing a ticket submitted by your employee, you can add or edit the comments, add file attachments or screen shots to the ticket, as needed. For information on how to configure queue preferences, see Configure ticket queues.
12.
If there is a related Knowledge Base article to append to the ticket comments, select an article from the drop-down list. You can enter a search word to find a specific article.
13.
Click Submit to save the newly added comment.
* 
NOTE: Comments are saved independently of all other ticket information. If Email notifications based on comments are enabled, the subscribed users will receive the email instantly for the comment added. When users respond to an email notification that is sent regarding an existing ticket, only the new text that users type above the reply line will be added as a comment.

Add owner-only comments to tickets

Add owner-only comments to tickets

You can add ticket comments that are hidden from non-owners, such as submitters, and visible only to ticket owners.

When adding owner-only comments, however, be aware that other ticket owners have permission to change this setting. Owner-only comments become viewable to other users when the setting is changed.

Quest recommends these best practices for owner-only comments:

•
Always use discretion when adding comments.
•
Have a clear, well documented policy for changing the Owners only setting.
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.
Click the Comments tab at the bottom of the ticket detail page, if it is not already selected.
3.
Select the Owners only check box, then add the comment, Knowledge Base article reference, or attachment.
* 
NOTE: The Owners only check box can be enabled by default by selecting the Default ticket owner comments to Owners Only visibility check box on the queue detail page. See Configure ticket queues.
4.
Click Submit.
* 
NOTE: Comments are save independently of all other ticket information.
The comment is added to the ticket. It is visible to ticket owners only, unless a user with the appropriate permissions clears the Owners only check box.

View ticket comments

View ticket comments

As a ticket is worked on, comments are displayed when the Comment tab is selected. They are also shown in the History tab along with other history items.

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.
At the bottom of the Ticket Detail page, select the Comments tab.
A list of comments belonging to the ticket are displayed below the Comments tab.
3.
Select the Show attachments only check box to filter the comment list and display only comments that have attachments.

Add or delete screen shots and attachments from Service Desk tickets

Add or delete screen shots and attachments from Service Desk tickets

You can paste up to five screen shots into each Service Desk ticket. In addition, you can add up to five files as attachments to each ticket.

To paste screen shots into tickets:

•
The content that you want to capture must be visible on your screen and you must be able to save a screen shot to your computer's clipboard.
•
You must access the Administrator Console using a supported browser excluding Safari. For a complete list of supported browser, see the Technical Specifications.
* 
NOTE: The paste screen shot feature is hidden if you are using an earlier or unsupported browser. However, you can still attach screen shots to tickets as files.

To attach files you must be able to browse to the files from the Administrator Console. You can attach files that are up to 8 MB in size.

When you add screen shots and attachments to a ticket, they appear listed in a separate section of the ticket screen. You can also add images (including screen shots) directly to the Summary and Comment fields. For more information, see Create tickets from the Administrator Console Ticket page.

1.
With the content you want to capture visible, do one of the following to save a screen shot to your computer's clipboard:
◦
On Windows, press the Prnt Scrn or Print Screen key.
◦
On Mac, hold the following keys: Command, Shift, and 3.
The screen shot is copied to your computer's clipboard.
2.
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.
To display the Ticket Detail page, do one of the following:
▪
Select Choose Action > New.
▪
Select New > New Ticket From Queue > Queue name.
If you have a high number of queues, use the search box to quickly find a specific queue.
▪
Click the name of a ticket.
3.
Attach a file to the ticket:
a.
On Ticket Detail page, scroll down to the Attachments section of the Comments tab, and click Add Attachment.
b.
In the file browser dialog box that appears, select and open the file that you want to attach to the ticket.
You can add up to five file attachments to a ticket.
If the appliance detects any threats in a file attachment included with Service Desk tickets, access to the file is blocked and can be managed on the Antivirus Quarantine page. A Quarantine link appears next to the file name, allowing you to go to the Antivirus Quarantine page. When a quarantined file is released, access to the file is restored. For details, see Manage quarantined file attachments.
The file browser closes and the file name of the attachment appears in the Attachment section, under Add Attachment.
c.
At the bottom of the page, click Submit, then click Apply Changes.
The file attachment is added to the ticket.
4.
Add a screen shot to the ticket.
a.
On the Ticket Detail page, scroll down to the bottom of the page, and on the Comments tab, in the Attachment section, click Paste Screenshot.
The Paste Screenshot dialog box appears.
b.
Capture a screen shot and copy it to the clipboard.
c.
Use one of the following key combinations to paste the screen shot into the dialog window:
▪
On Windows, hold down Ctrl, then press V.
▪
On Mac, hold down command, then press V.
The screen shot appears in the Paste Screenshot dialog box.
d.
Click Add Screenshot.
The Paste Screenshot dialog box closes and the file name assigned to the screen shot appears in the Attachment section, under Paste Screenshot. You can add up to five screen shots to a ticket.
e.
At the bottom of the page, click Apply Changes.
The screen shot is added to the ticket.
5.
Delete a screen shot or a file attachment from a ticket:
a.
On Ticket Detail page, scroll down to the Attachments section of the Comments tab.
b.
To delete a file attachment, under Add Attachment, locate the file that you want to delete, and click on the right of the file name.
c.
To delete a screen shot, under Paste Screenshot, locate the file containing the screen shot that you want to delete, and click on the right of the file name.
d.
At the bottom of the page, click Apply Changes.
The file is deleted from the ticket.
6.
At the bottom of the page, click Save to save your changes to the ticket.
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