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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

Create a Service Desk staff role

Create a Service Desk staff role

You can create a Service Desk staff role to establish permissions for users who work on Service Desk settings and components.

By default, users with the Administrator role have permission to change all Service Desk components, including creating and removing users. In addition, you can create a more limited Service Desk role for your organization. Users with this role have permission to work on tickets, add items that can be downloaded from the User Console, add articles to the Knowledge Base, and manage announcements that appear on the User Console home page. However, they do not manage users, run reports, or change appliance settings. This guide refers to this group as Service Desk Admin.

If the Organization component is enabled on your appliance, you can create separate Service Desk Admin roles for each organization.

1.
Go to the Role 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 Settings, then click Roles.
c.
Select Choose Action > New.
2.
In the Name field, provide name, such as Service Desk Admin.
3.
In the Description field, provide a brief description of the role, such as Used for Service Desk Administrators.
This appears on the Roles list.
4.
Click the [Expand All] link next to Administrator Console Permissions to display the permissions settings for all categories.
5.
Select these custom permissions for the new role:

Category

Item

Permission level

Home

All

All Read

Inventory

Devices

WRITE

Software

WRITE

Software Catalog

WRITE

License Compliance

HIDE

Processes

HIDE

Startup Programs

HIDE

Services

HIDE

Discovery Schedules

HIDE

Discovery Results

HIDE

SNMP Inventory Configurations

HIDE

Monitoring

Devices

READ

Alerts

WRITE

Profiles

HIDE

Maintenance Windows

HIDE

Log Enablement Packages

HIDE

Assets

All

HIDE

Distribution

All

HIDE

Scripting

All

HIDE

Security

All

HIDE

Service Desk

Tickets

WRITE

User Downloads

WRITE

Knowledge Base

WRITE

Announcements

WRITE

Archive

READ

Configuration

READ

Reporting

All

All Hide

Settings

All

All Hide

User Console

All

All Read

6.
Click Save.

The Roles page shows the new role. When a user who is assigned to this role logs in, the appliance component bar shows the available features.

Assign user roles

Assign user roles

After you import or create user accounts, you can assign user roles to those accounts.

* 
NOTE: User accounts can be imported from an LDAP server. See Importing users from an LDAP server.
1.
Go to the Users 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, click Settings, then click Users.
2.
Assign the Administrator role to your Service Desk administrators:
a.
Select the check box next to one or more users.
b.
Select Choose Action > Apply Role > Administrator.
By default, Administrator users have owner/submitter permissions.
3.
Assign the Service Desk Staff role to your team users:
a.
Select the check box next to one or more users.
b.
Select Choose Action > Apply Role > Service Desk Staff.
4.
Assign the All Ticket Owners label to your Service Desk team members:
a.
Select the check box next to one or more users.
b.
Select Choose Action > Apply Label > All Ticket Owners.
The label is applied, and it appears next to the username.
5.
Create a label named User, then apply the User label and role to users.

Apply labels and roles to Service Desk staff

Apply labels and roles to Service Desk staff

You can apply labels and roles to Service Desk staff members to manage their permissions.

For instructions on creating labels and roles, see Setting up roles for user accounts and Setting up labels for user accounts.

1.
Add a user to the DefaultTicketOwners@mydomain.com alias.
2.
Go to the User 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 Settings, then click Users.
c.
Display the User Detail page by doing one of the following:
▪
Click the name of a user.
▪
Select Choose Action > New.
3.
In the Assign To Label field, click Edit.
4.
In the label window, drag the All Ticket Owners label to the Assign To field, then click Save.
* 
NOTE: If the label does not exist, you need to create it.
5.
In the Role field, select the Service Desk Staff role.
6.
Click Save.

The user has permission to own, modify, fix, and close tickets. The user automatically receives email when a ticket is created.

Create the DefaultTicketOwners account

Create the DefaultTicketOwners account

If you want your Service Desk staff to receive email notifications when new tickets are created, you can create a DefaultTicketOwners user account.

You can then configure the Ticket Detail page to use that account as described in Configuring ticket settings.

To learn about email notifications, see About email notifications.

1.
Go to the User 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 Settings, then click Users.
c.
Select Choose Action > New.
2.
At minimum, provide the following details:

Field

Description

Login

DefaultTicketOwners

Name

DefaultTicketOwners

Email

DefaultTicketOwners@mydomain.com

Password

Enter a password

Confirm Password

Enter the password again

Role

No Access

Assign to Label

All Ticket Owners

3.
Click Save.
4.
To assign this new user as the default ticket owner, choose the DefaultTicketOwners as described in Configuring ticket settings.
* 
NOTE: The first default owner always remains the default owner of a ticket. For example, if you move an existing ticket to another category with a different default owner, the default owner of the ticket does not change.
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