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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

System Center Virtual Machine Manager Credential Requirements

System Center Virtual Machine Manager Credential Requirements

The credentials used to inventory a System Center Virtual Machine Manager (SCVMM) device and all of its managed Hyper-V devices have specific requirements.

•
The domain account must be a member of the SCVMM Read-Only Administrator profile or a profile with the same/greater privileges.
•
The domain account must be a member of the local Hyper-V Administrators group on each Hyper-V device.
•
The domain account must have permissions to perform Windows agentless inventory using WinRM on the SCVMM and Hyper-V devices.

Add a Discovery Schedule for SNMP-enabled non-computer devices

Add a Discovery Schedule for SNMP-enabled non-computer devices

To scan your network for non-computer devices and capture information about those devices, you can add an Authenticated—SNMP Discovery Schedule.

To enable SNMP, port 161 must be open on the appliance and on the device.

SNMP (Simple Network Management Protocol) is a protocol for monitoring managed devices on a network. SNMP v3 uses authentication and encryption algorithms to increase the security of SNMP communications. When you configure the SNMP v3 options, the appliance performs an SNMP v3 scan on selected devices. If that scan fails, the appliance attempts an SNMP v2 or v1 scan using the specified Public String.

SNMP scan results include all SNMP-capable devices. Remote shell extensions enable the appliance to connect to devices, run commands, and capture Discovery information.

* 
NOTE: After a Discovery Schedule is saved, you cannot change SNMP to SSH authentication.
1.
Go to the Discovery Schedule 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 Inventory, then click Discovery Schedules.
c.
Select Choose Action > New.
2.
Select the Discovery Type to display the form with the options for the selected type, in this case Authenticated [WinRM, SNMP, SSH, VMware, Hyper-V].
The following options appear before the Notify section:
◦
DNS Lookup
◦
Relay
◦
WinRM, Hyper-V, VMM
◦
SSH
◦
SNMP

For this procedure only DNS Lookup and SNMP are pertinent

3.
In the Name field, enter a name for the scan.
This name appears on the Discovery Schedules page.
4.
In the IP Address Range field, enter an IP address range to scan. Use hyphens to specify individual IP address class ranges. For example, type 192.168.2-5.1-200 to scan for all IP addresses between 192.168.2-5.1 and 192.168.2-5.200, inclusive.
Tip:
 
TIP: The appliance supports both IPv6 (Internet Protocol version 6) and IPv4 addresses.
CAUTION:
 
CAUTION: A maximum of 25,000 IP addresses is supported. If you specify an IP range that results in more than 25,000 addresses, a warning appears when you attempt to save the provisioning schedule.
5.
Expand DNS Lookup and select the Discovery options.

Including DNS Lookup enables Discovery to identify the name of the device. DNS Lookup is important if you want device names to appear in the Discovery Results and Inventory lists.

Option

Description

Name Server for Lookup

The hostname or IP address of the name server.

Tip:
 
TIP: The appliance supports both IPv6 (Internet Protocol version 6) and IPv4 addresses.

Timeout

The time, in seconds, after which a DNS lookup expires. If an address is not found during this time, the process “times out.”

6.
Expand Relay and select the Discovery options.

Configuring the Relay options allows yout to configure a KACE Agent to act as a tunnel WinRM, SSH and SNMP traffic to the agent connection protocol for WinRM, SSH and SNMP discovery schedules, agentless inventory, and agent provisioning.

Option

Description

Relay Device

Specify the device that you want to use as a relay for agentless device inventory.

A relay device that is used during discovery as a relay is used for agentless inventory, when a new device is provisioned automatically from discovery results.

Selected relay devices are listed on the following pages:

•
On the Agentless Device Connection Details page, when a new device is provisioned automatically from discovery results. For more information about this page, see Enable Agentless management by entering device information manually.
•
On the Provisioning Schedule Detail page, when agent provisioning is initiated from discovery results. For more information, see Install the KACE Agent on a device or multiple devices.
•
On the Agentless Device Connection Details page, when a new device is provisioned automatically from discovery results. For more information about this page, see Enable Agentless management by entering device information manually.
7.
Expand SNMP and select the Discovery options.

Option

Description

SNMP Full Walk

Enable a Full Walk of data in the MIB (management information base) on devices. If this option is cleared, the appliance does a Bulk GET, which searches three core OIDs (object identifiers). When selecting this option, be aware that a Full Walk can take up to 20 minutes per device. The default, Bulk GET, takes approximately one second and acquires all of the information needed for Discovery.

* 
NOTE: SNMP inventory walk does not support non-English characters on Windows devices. If it encounters non-English characters, the SNMP inventory process reports an error and stops loading inventory information.

Timeout

The time, in seconds, after which the scan ends if no response is returned.

Maximum Attempts

The number of times the connection is attempted.

Credentials (SNMPv1/v2)

The details of the SNMP v1/v2 credentials required to connect to the device and run commands. Select existing credentials from the drop-down list, or select Add new credential to add credentials not already listed.

See Add and edit SNMP credentials.

Credentials (SNMPv3)

The details of the SNMP v3 credentials required to connect to the device and run commands. Select existing credentials from the drop-down list, or select Add new credential to add credentials not already listed.

See Add and edit SNMP credentials.

8.
Optional: In the Notify section, enter an email address for being notified of when the discovery scan completes. The email includes the name of the discovery schedule.
9.
Specify the scan schedule:
Tip:
 
TIP: To maintain the scan inventory without scanning, set the schedule of the scan configuration to None.

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled tasks. Click a task to review the task details. For more information, see View task schedules.

10.
Click Save.

About Discovery Results

About Discovery Results

Discovery Results show information identified during Discovery Schedule scans.

If devices in inventory correspond to records in the Discovery Results, the devices’ current connection status is displayed. The device name links to the Inventory Detail page for that device, and the Device Action drop-down list in the DNS Lookup column shows the available Device Actions.

* 
NOTE: For information about browser requirements for Device Actions, go to https://support.quest.com/kb/148787.

Discovery Results are a "point-in-time" view, and any newly defined devices for management will reflect their state the next time discovery is run.

See Managing inventory information.

The results showing the IP address at the time of the scan might not reflect the current IP address of a given device if the DHCP-assigned IP address has changed.

View and search Discovery Results

View and search Discovery Results

You can view and search Discovery Results for device information and for the properties of the scans used to discover devices.

1.
Go to the Discovery Results 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 Inventory, then click Discovery Results.
2.
To sort the list, do any of the following:
◦
Select Choose Action > Include Unreachable Items. The list displays devices that have a connection to the appliance and devices that cannot currently be reached.
◦
In the View By drop-down list, select Discovery Name. The list is sorted to group according to the name of the Discovery Schedule under which they were discovered.
3.
To view device details, click the link in the Hostname or IP Address [Labels] column.
4.
To search for devices:
a.
Click the Filter tab above the list on the right to display the Advanced Search panel.
b.
Select search criteria:
▪
Select an attribute in the left-most drop-down list. For example: Device Info: Ping Test.
▪
Select a condition in the next drop-down list. For example: has.
▪
Select the status attribute in the next drop-down list. For example: Failed.
c.
Click Search.
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