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KACE Systems Management Appliance 15.0 - KACE Service Desk Administration 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 settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Enable API Access for the appliance Disable API Access for the appliance 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 Work with 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

Configure ticket approvers

Configure ticket approvers

You can require that a particular user or group approve a ticket before it can be opened and closed in a queue.

1.
Go to the Users 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 Settings, then click Users.
2.
Select the check box next to a user.
3.
In the Choose Action menu, select Add Label.
4.
In the Add Label window, enter a name for the label, for example, Ticket Approvers, then click Add Label.
Tip:
 
TIP: Avoid using backslashes (\) in label names. If you need to use a backslash in a label name, add a second backslash (\\) to escape it.
5.
Click Service Desk > Configuration > Queues > Create and manage queues to display the Queues page.
6.
Click the name of a queue to display the Queue Detail page.
7.
In the User Preferences tab, clear the Allow all users as approvers check box, then click Save.
8.
In the Queues section, click Customize fields to display the Queue Customization page.
9.
In the Default Field section, click the Edit button for the APPROVAL_INFO row: .
The editable APPROVAL_INFO row appears.
10.
In the Label field, enter the name of the label you created for approvers in 4.
11.
Select Required on close in the Required field.
Selecting Required on close or Always Required enables the approval requirement for all tickets in this queue. When you select one of these settings, a ticket must have an approver specified before it can be worked on or closed, depending on the option you choose.
12.
Click the Save button in the row, then click Save at the bottom of the page.

The Approval feature is enabled, and the approval options you selected are applied to tickets in the queue.

Approving tickets by email

Approving tickets by email

After ticket approval is configured, the designated ticket approver can send an email message to approve a ticket, add an approval note, or designate a different approver.

For details on changing tickets by email, see Creating and managing tickets by email. For a list of the fields used to change the approval fields, see Changing ticket approval fields using email.

Configuring SMTP email servers

Configuring SMTP email servers

Connect your email server to the appliance
Using internal and external SMTP servers

You can configure your Service Desk to use SMTP email servers.

For instructions on setting up a POP3 email server, see Configuring email settings.

Connect your email server to the appliance

Connect your email server to the appliance

You can connect your email server to the appliance so that the Service Desk can receive email from your email server. The process for connecting depends entirely upon your email configuration.

If you are using Microsoft Exchange Server, see the Microsoft documentation on transport rules.

1.
Open the Exchange Server Manager.
2.
Optional: Create a Virtual SMTP server. This is not necessary if you have an SMTP server.
3.
Create a Virtual SMTP Connector called appliance_HelpDesk.
4.
Select Administrative Groups > Connectors > appliance_HelpDesk to display the appliance_HelpDesk Properties page.
5.
Click General.
6.
Click Use DNS to route each address space on this connector.
The Local Bridgeheads section becomes available.
7.
Complete the Local Bridgeheads section:

Server

Virtual Server

your_exchange_servername

Default SMTP Virtual Server

8.
Click the Address Space tab.
9.
Click Add to add an address space for the appliance SMTP server. Use the following settings:
◦
Type: SMTP
◦
Address: Enter the fully qualified appliance server name. The syntax is k1000.mydomain.com.
◦
Cost: Set this to one level above the other connectors. That way, appliance email is filtered first, and no appliance email inadvertently leaves the network.
10.
Under Connector scope, click Entire organization.
11.
Leave Allow messages to be relayed to these domains disabled.
12.
Click OK to save and close the appliance_HelpDesk Properties page.

Your email server is now connected to the appliance.

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