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KACE Systems Management Appliance 14.0 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 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 Configuring Content Security Policy
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 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 Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with 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

Change device owners

Change device owners

You can change asset and device owners as needed.

This topic describes the process of changing device owners using the Assets list. You can also change device owners using the Asset Detail or Device Detail page.

1.
Go to the Assets 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 Asset Management, then click Assets.
2.
In the View By drop-down list, select Asset Type > Device > All Device Subtypes.
3.
In the Assets list, select one or more devices that you want to assign to a specific owner.
4.
Select Choose Action > Assign to.
5.
In the Assign To dialog box that appears, click Unassigned, and select a user account that you want to assign as an owner of the selected assets.
The list that appears displays the full name, account name, and email address for each user.
6.
Click Save.
The Assign To dialog box closes and the Assets list refreshes, showing the asset owner name in the Assignee Name column.
7.
Add more owner-related columns to the Assets list.
a.
In the Assets list, click .
b.
Select any of the following options, as required, to view these columns in the Assets list: Assignee Login, Assignee Email, Assignee Domain, Assignee Budget Code, Assignee Location, Assignee Role, or Assignee Locale.
The selected columns appear in the Assets list.
8.
If you changed the owner for a device, you can observe this change on the Devices list.
a.
On the left navigation bar, click Inventory, then click Devices.
b.
In the Devices list, observe the Assignee Name column of the row containing the device whose owner you changed.
The Assignee Name column displays the name of the device owner
Tip:
 
TIP: Alternatively, you can change the asset or device owner on the Asset Detail or Device Detail page.

View and configure asset lifecycle settings

View and configure asset lifecycle settings

With the exception of locations, each asset type can have a status indicating its use or purpose, such as Active, Disposed, Expired, or others.

In order to configure applicable asset lifecycle settings, your user role must be granted a write-level Asset Lifecycle permission. To view asset lifecycle settings, a read-level permission is sufficient. For more information about user roles, see Managing Organization Roles and User Roles.

Use the Asset Lifecycle Settings page to view the list of existing asset status entries, and to add new ones, as required.

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.
Complete one of the following steps:
◦
On the left navigation bar, click Asset Management, then click Assets.
◦
On the left navigation bar, click Asset Management, then click Contracts.
◦
On the left navigation bar, click Asset Management, then click Licenses.
3.
On the list page that appears, click Choose Action > Configure Lifecycle Settings.
Tip:
 
TIP: You can quickly change an asset status by selecting the asset on the list page, clicking Choose Action > Change Asset Status, and selecting the appropriate status in the Change Asset Status dialog box. Access to this command requires a write-level Assets, Contracts, or Licenses permission, as applicable. For more information about user roles, see Managing Organization Roles and User Roles.
The Asset Lifecycle Settings page appears.
4.
On the Asset Lifecycle Settings page, under Asset Status, review the list of default asset statuses.
The following default asset statuses are available:
◦
Active: Any asset that is deployed, active, or in use.
◦
Disposed: An asset that is no longer available for use.
◦
Expired: A software license or contract asset that has expired.
◦
In Stock: A recently received asset.
◦
Missing: Any asset that cannot be located.
◦
Repair: An asset that is being repaired.
◦
Reserved: An asset that is set aside for a specific person or use.
◦
Retired: Any asset that reached its end-of-life state, or is no longer in use.
◦
Stolen: An asset that has been reported as stolen.
5.
Add, delete, or edit a custom asset status.
Tip:
 
TIP: Default asset statuses cannot be modified or deleted.
◦
To add a new asset status, click , specify the Name and Description for the asset status, and click Add.
◦
To delete a custom asset status, in the row containing the asset status, click .
◦
To edit a custom asset status, in the row containing the asset status, click , and edit the Name and/or Description of the asset status, as applicable.
6.
If you made any changes to the Asset Lifecycle Settings page, click Save. Otherwise, click Cancel to return to the previous page.

Adding and customizing Asset Types and maintaining asset information

Adding and customizing Asset Types and maintaining asset information

About Asset Types
Customizing Asset Types
About Asset Subtypes, custom fields, and device detail preferences

You can add or customize Asset Types as needed. You can also maintain real-time information on assets by scanning your network at regularly scheduled intervals.

In addition, you can add subtypes to your Asset Types. Asset Subtypes enable you to track asset properties, such as toner or ink levels of printers.

About Asset Types

About Asset Types

Asset Types are templates for creating assets. Asset Types contain the fields and other information that define assets.

Default Asset Types include: Device, Cost Center, Department, License, Contract, Location, Purchase, Software, and Vendor, and you can add custom Asset Types as needed.

In addition, you can add Asset Subtypes and custom fields for any Asset Type. This is especially useful for collecting additional information about non-computer Device assets, such as printers. See About Asset Subtypes, custom fields, and device detail preferences.

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