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KACE Systems Management Appliance 14.1 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 About Remote Control 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

Types of distribution packages

Types of distribution packages

Attaching digital assets to applications and selecting supported operating systems

Packages can be distributed to managed devices as Managed Installations, File Synchronizations, User Console packages, and MSI installers.

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Managed Installations: Installation packages that are configured to run silently or with user interaction. Managed Installations include installation, uninstallation, and command-line parameters. See Using Managed Installations.
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File Synchronizations: A method of distributing files to managed devices. Unlike Managed Installations, however, File Synchronizations do not install files; they simply distribute files. See Create and use File Synchronization.
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User Console packages: Installation packages that contain printer drivers and other applications distributed through the User Console. See About Service Desk.
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MSI Installer template: A utility for creating policies and setting basic command line arguments for running Windows MSI-based installers. See .

Attaching digital assets to applications and selecting supported operating systems

Attaching digital assets to applications and selecting supported operating systems

To distribute applications to managed devices using Managed Installations or User Console downloads, you need to attach the appropriate digital assets to applications. Digital assets are the files required for deployment, such as installers. In addition, you need to select the supported operating systems for the application. You perform these tasks on the Software detail page.

This rule applies even if:

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You want to send a command, rather than an installation or a digital file, to devices.
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You are redirecting the KACE Agents installed on managed devices to retrieve the digital asset, such as EXE or MSI files, from an alternate download location.

See Attach digital assets to applications and select supported operating systems.

Distributing packages from the appliance

Distributing packages from the appliance

Packages distributed from the appliance are deployed to managed devices only if the inventory item is designated to run on the device’s operating system.

For example, if the inventory item is designated for Windows 7 only, the inventory item is not deployed to devices running Windows 8.

Also, packages are deployed only to devices that meet label requirements. For example, if the package is set to deploy to a label named Office A, the package does not deploy to devices that are not labeled Office A. When the appliance creates an application inventory item, it only records the operating systems on which the item was installed in the inventory detail record.

To deploy Managed Installations, you must select an execution option and a deployment window. See Using Managed Installations.

Distributing packages from alternate download locations and Replication Shares

Distributing packages from alternate download locations and Replication Shares

About alternate download locations
About Replication Shares

You can distribute packages from alternate download locations and Replication Shares.

This distribution is useful when:

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You have remote sites with restricted bandwidth that might have trouble accessing the appliance.
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You want to avoid storing large distribution packages on the appliance.
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