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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

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 Restrict To Label field, click Edit.
4.
In the label window, drag the All Ticket Owners label to the Restrict to Labels 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

Restrict 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.

Configuring email settings

Configuring email settings

About email notifications
About Ticket Rules
About POP3 email accounts
Create and configure POP3 email accounts
Configure email preferences
Configuring email triggers and email templates
Configure CC lists for ticket categories
Automatically add email addresses to ticket CC List fields
Exclude addresses from ticket CC List fields
Prevent email loops

You can set up an email notification strategy for a queue. If you have multiple queues, you can configure email settings for each queue separately.

An email notification strategy is described in the System requirements.

By default, Service Desk automatically sends an email to alert your staff if a ticket remains in a particular state too long. In addition, a ticket with a priority of High is escalated if it is not modified or closed within 30 minutes. To change the escalation times and the list of tickets to which they apply, see Customize the Ticket Detail page.

In general, the appliance should never be configured to email itself. For example, if a queue's email address is helpdesk@example.com, the helpdesk@example.com email address should not be a valid selection for the Category CC list or any of the settings where email addresses can be specified.

The following email notification strategy is used by most Quest KACE customers to prevent their staff from being inundated with unnecessary notifications:

•
When a ticket is created, all Service Desk staff receive email notification. To learn about email notification caveats, see About email notifications.
•
After a Service Desk staff member takes ownership of a ticket, the remaining staff does not receive email about the ticket unless it is escalated, although they can search for it.
•
The ticket submitter and owner are notified by email each time their ticket’s State or Status changes.
•
The ticket owner is notified of any changes to the ticket.
•
If a ticket is escalated, the ticket owner, and anyone else in the Category CC list, is notified.

About email notifications

About email notifications

When Service Desk tickets are created or changed, the appliance sends email notifications based on the ticket submission method, Email on Events settings, and actions taken.

The following rules are applied to email notifications:

•
When tickets are submitted or modified through the Administrator Console or User Console, the ticket submitter does not receive an email confirmation, unless New Ticket Via Portall is selected for the Submitter in the Email on Events section on the Service Desk Queue Email Settings page (for more information about queue-specific email settings, see Configure email triggers). Other users associated with the ticket, such as the Owner, Approver, CC List, and Category CC, receive email notifications as specified in the Email on Events section of the Queue Detail page. See Configuring email triggers and email templates for complete details.
•
When tickets are created through email, the ticket submitter receives an email confirmation. However, when a ticket is modified by email, the submitter does not receive a confirmation.
•
Change notification email messages are intentionally delayed when tickets are changed. This delay is designed to reduce the number of email notifications sent when changes are made. For example, a ticket owner might add a comment and save the ticket, then make a second, immediate change to the ticket. Only one change notification is sent.
* 
NOTE: Email messages are prepended with: +++++ Please reply above this line to add a comment +++++.
•
When managed devices or user accounts are deleted from inventory, email notifications for any Service Desk tickets related to those devices are suppressed to avoid unnecessary notifications.
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