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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

Assign the Smart Label run order

Assign the Smart Label run order

You can run Smart Labels sequentially by assigning the run order in the Smart Label properties.

Assigning the Smart Label run order can be useful when you want to run a specific Smart Label before other Smart Labels. For example, you might have a Smart Label that identifies a set of devices. If you want to use a second Smart Label to further refine the set of devices based on the first label being applied, you could set the run order so that the first Smart Label runs before the second one. Smart Labels have a default order value of 100, and Smart Labels with lower values run before those with higher values.

1.
Go to the Smart Label 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, in the Home section, click Label Management.
c.
On the Label Management panel, click Smart Labels.
2.
In the Choose Action menu, in the Order section, select the type of label whose run order you want to change.
The Order page appears, showing all Smart Labels of the selected type.
3.
To change a Smart Label’s order value:
a.
Click the Edit button to the right of the Order column: .
b.
Enter an order value, then click Save.
4.
Click Save.

Delete Smart Labels

Delete Smart Labels

Deleting Smart Label is useful if you need to make extensive changes to Smart Label criteria while preserving labels used in tasks such as Managed Installations.

For example, you could delete all the criteria from a Smart Label, then re-apply new criteria to the container label. In effect, this would create a new Smart Label using the existing container label required for Managed Installations.

Deleting a Smart Label removes the criteria associated with the Smart Label, but it does not delete any other labels associated with the Smart Label.

1.
Go to the Smart Label 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, in the Home section, click Label Management.
c.
On the Label Management panel, click Smart Labels.
2.
Select the check box next to one or more Smart Labels.
3.
Select Choose Action > Delete, then click Yes to confirm.

Managing label groups

Managing label groups

Add, view, or edit label groups
Assign labels to or remove labels from label groups
Delete label groups

You manage label groups in the Labels section.

Add, view, or edit label groups

Add, view, or edit label groups

You can add, view, and edit label groups as needed.

1.
Go to the Label Group 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, in the Home section, click Label Management.
c.
On the Label Management panel, click Labels.
d.
Display the Label Group Detail page by doing one of the following:
▪
Click the name of a label group
▪
Select Choose Action > New Label Group
2.
Provide the following information:

Option

Description

Name

The name of the label group.

Description

Any additional information you want to provide.

Restrict Label Group Usage To

(Optional) The categories of items to which the label or label group can be applied. If you do not restrict label usage, the label or label group can be applied to any item. However, if you restrict the label or label group to categories such as Applications and Patches, that label or label group can be applied only to Applications and Patches; it cannot be applied to other items, such as Devices.

Meter Software Usage

Select or clear this check box to enable or disable metering for Device labels.

Allow Application Control

Enable Application Control on devices. Software marked as Not Allowed is prevented from running on devices to which the label is applied.

Label Group

(Optional) The label group to which the label is assigned. To assign the label to a label group, click Edit next to the Label Group field, then select a label group. This is useful if you have a large number of labels and you want to organize them into sub-labels. For example, you could include the labels of your licensed applications in a group label named Licenses. In addition, labels inherit any restrictions of the groups to which they belong.

3.
Click Save.
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