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KACE Systems Management Appliance 13.2 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

Using Troubleshooting Tools

Using Troubleshooting Tools

Verify the status of devices on the network
Identify device issues
Enable a tether to Quest KACE Support

You can use troubleshooting tools to identify and resolve issues.

Verify the status of devices on the network

Verify the status of devices on the network

To verify the status of devices on the network, you can use the ping troubleshooting utility.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
On the left navigation bar, click Support to display the Support page.
3.
In the Troubleshooting Tools section, click Run diagnostic utilities to display the Diagnostic Utilities page.
4.
In the text box, enter the IP address of a device.
5.
Select ping in the drop-down list.
6.
Click Run Now.
Results are displayed.
7.
To use other utilities, select them in the drop-down list, then click Run Now.

Identify device issues

Identify device issues

Use the Device Issues list to see if any of your managed devices have issues connecting to the agent, or other issues.

The appliance relies on the KACE Agent to collect information from agent-managed devices in your organization. If a device encounters issues connecting to the agent, or other issues related to their environment, this prevents the appliance from obtaining inventory information for that device.

The Device Issues list page identifies any agent-managed devices whose information does not appear in the inventory due to any of the following issues:

•
WMI (Windows Management Instrumentation) corruption.
•
Desktop heap exhaustion.
Tip:
 
TIP: In most cases, this problem can be cleared by simply restarting the device.
•
Failure to write to amp.conf.

For more information about these issues, visit https://support.quest.com/kace-systems-management-appliance/kb.

1.
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.
2.
Select Settings > Support to display the Support page.
3.
In the Troubleshooting Tools section, click Device Issues to display the Device Issues page.
4.
Review the list of faulty devices on the Device Issues, and take any steps to resolve these issues, as required.

Enable a tether to Quest KACE Support

Enable a tether to Quest KACE Support

You can access the Quest Support Portal to request a tether to your appliance to enable Quest KACE Technical Support to troubleshoot issues.

Obtain a tethering key by contacting Quest Support at https://support.quest.com/contact-support.

To ensure security, enable remote access to the appliance after the Support team authorizes you to do so.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Security Settings on the appliance Control Panel to display the Security Settings page.
3.
Ensure the Enable SSH check box is selected.
4.
Click Save and Restart Services.
5.
On the left navigation bar, click Support to display the Support page.
6.
In the Troubleshooting Tools section, click Enter a Tether Key to display the Support Tether Key page.
7.
On the Support Tether Key page, in the text field, type the description of the problem, and complete one of the following steps.
◦
To obtain the tether key automatically and send the message to Technical Support, click Enable Tether.

If the process fails, select Enable Tether and type the tether key, as prompted. Click Save.

◦
To use a tether key provided by Technical Support, click I already have a tether key, then select Enable Tether and type the tether key, as prompted. Click Save.
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