KACE Systems Management Appliance 9.1 Common Documents - Administrator Guide

About the KACE Systems Management Appliance (SMA) 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 Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring Agent 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
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO 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 Provisioning the KACE SMA Agent Manually deploying the KACE SMA 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 Managing Mac profiles Using Task Chains
Patching devices and maintaining security
About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Dell devices and updates Maintaining device and appliance security
Using reports and scheduling notifications Monitoring servers
Getting started with server 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 KACE SMA
Appendixes Glossary About us Legal notices

Use default views for tickets

Use default views for tickets

There are several built-in system views you can use to restrict the tickets displayed on the Tickets page.

1.
a.
Log in to the KACE SMA Administrator Console, http://KACE_SMA_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 Service Desk, then click Tickets.
The Tickets page shows tickets in the default queue.

Group

View

My Tickets

All My Tickets

My Active Tickets

My Tickets Submitted Today

My Tickets Due Today

My Overdue Tickets

My Recent Tickets

My Tickets by State

My Opened State Tickets

My Stalled State Tickets

My Closed State Tickets

My Not Closed State Tickets

My Tickets by Status

My New Tickets

My Opened Tickets

My Closed Tickets

My Need More Info Tickets

All Tickets

All Tickets

All Active Unassigned Tickets

All Tickets Submitted Today

All Tickets Due Today

All Overdue Tickets

All Tickets by State

All Opened State Tickets

All Stalled State Tickets

All Closed State Tickets

All Not Closed State Tickets

All Tickets by Status

All New Tickets

All Opened Tickets

All Closed Tickets

All Need More Info Tickets

My Employee Tickets By State

You are using the User Console.

My Employee Tickets: Opened

My Employee Tickets: Stalled

My Employee Tickets: Closed

My Employee Tickets: Not Closed

Submitter Label

<submitter label>

Custom View

List of available custom views.

Set the custom view as the default. See Set a view as the default view for tickets.

Create custom views for tickets

Create custom views for tickets

You create custom views to restrict the type or number of Service Desk tickets displayed on the Tickets page. This enables you to see only those tickets that you want to view.

1.
a.
Log in to the KACE SMA Administrator Console, http://KACE_SMA_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 Service Desk, then click Tickets.
2.
Select the Custom View tab above the list on the right.
The Custom View panel appears.The Custom View page contains a number of drop-down lists from which to create a custom view
4.
Click Test to confirm the results.
5.
Click Create to save the custom view.

Set the custom view as the default. See Set a view as the default view for tickets.

Set a view as the default view for tickets

Set a view as the default view for tickets

You can set a view as the default view for the Service Desk Tickets page. The default view is user-specific, and must be configured for each user independently.

1.
a.
Log in to the KACE SMA Administrator Console, http://KACE_SMA_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 Service Desk, then click Tickets.
2.
Optional: Click the Custom View tab above the list on the right and choose the settings for the custom view. See Create custom views for tickets .
3.
Select Choose Action > Set Default View > Set Current View As Default.

Add comments to tickets

Add comments to tickets

As a ticket is worked on, comments can be added to provide further information to the ticket.

1.
Go to the Service Desk Ticket Detail page:
a.
Log in to the KACE SMA Administrator Console, http://KACE_SMA_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 Service Desk, then click Tickets.
2.
Click the Comments tab at the bottom of the ticket detail page, if it is not already selected.
3.
Enter the comment in the Comment text box.

This field includes a full range of text editing options for formatting your content, such as buttons for bold text, hyperlinks, lists, or text color.

For example:

To add images, click , and provide the URL to the image file.
4.
Select the Owners-only check box to designate the comment be hidden from non-owners, such as submitters, and visible only to ticket owners.
5.
If you want to add an attachment to the ticket, click Add Attachment and select the file to attach.
6.
If you want to add a screenshot to the ticket, click Paste Screenshot and paste the screenshot into the dialog box that appears.
7.
If you want to add an automatic response as a comment to this ticket, click Predefined Response and select a response template.
The selected response template appears in the Comments field. You can add multiple response templates as comments. They appear in the order you selected them.
TIP: To create or edit a response template, save your changes and click Manage. This will take you to the Response Templates page.
13.
Click Submit to save the newly added comment.
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