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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

Add owner-only comments to tickets

Add owner-only comments to tickets

You can add ticket comments that are hidden from non-owners, such as submitters, and visible only to ticket owners.

When adding owner-only comments, however, be aware that other ticket owners have permission to change this setting. Owner-only comments become viewable to other users when the setting is changed.

Quest recommends these best practices for owner-only comments:

•
Always use discretion when adding comments.
•
Have a clear, well documented policy for changing the Owners only setting.
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.
c.
Click the title of a ticket.
2.
Click the Comments tab at the bottom of the ticket detail page, if it is not already selected.
3.
Select the Owners only check box, then add the comment, Knowledge Base article reference, or attachment.
* 
NOTE: The Owners only check box can be enabled by default by selecting the Default ticket owner comments to Owners Only visibility check box on the queue detail page. See Configure ticket queues.
4.
Click Submit.
* 
NOTE: Comments are save independently of all other ticket information.
The comment is added to the ticket. It is visible to ticket owners only, unless a user with the appropriate permissions clears the Owners only check box.

View ticket comments

View ticket comments

As a ticket is worked on, comments are displayed when the Comment tab is selected. They are also shown in the History tab along with other history items.

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.
c.
Click the title of a ticket.
2.
At the bottom of the Ticket Detail page, select the Comments tab.
A list of comments belonging to the ticket are displayed below the Comments tab.
3.
Select the Show attachments only check box to filter the comment list and display only comments that have attachments.

Add or delete screenshots and attachments to Service Desk tickets

Add or delete screenshots and attachments to Service Desk tickets

You can paste up to five screenshots into each Service Desk ticket. In addition, you can add up to five files as attachments to each ticket.

To paste screenshots into tickets:

•
The content that you want to capture must be visible on your screen and you must be able to save a screenshot to your computer's clipboard.
•
You must access the Administrator Console using one of the following or higher browsers: Internet Explorer 11, Firefox 34, or Chrome 35. Pasting screenshots is not available to earlier versions of those browsers, and it is not available to any version of Safari.
* 
NOTE: The paste screenshot feature is hidden if you are using an earlier or unsupported browser. However, you can still attach screenshots to tickets as files.

To attach files you must be able to browse to the files from the Administrator Console. You can attach files that are up to 8 MB in size.

1.
With the content you want to capture visible, do one of the following to save a screenshot to your computer's clipboard:
◦
On Windows, press the Prnt Scrn or Print Screen key.
◦
On Mac, hold the following keys: Command, Shift, and 3.
The screenshot is copied to your computer's clipboard.
2.
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.
c.
To display the Ticket Detail page, do one of the following:
▪
Select Choose Action > New.
▪
Select Choose Action > New Ticket From Queue > Queue name.
▪
Click the name of a ticket.
3.
Attach a file to the ticket:
a.
On Ticket Detail page, scroll down to the Attachments section of the Comments tab, and click Add Attachment.
b.
In the file browser dialog box that appears, select and open the file that you want to attach to the ticket.
The file browser closes and the file name of the attachment appears in the Attachment section, under Add Attachment. You can add up to five file attachments to a ticket.
c.
At the bottom of the page, click Apply Changes.
The file attachment is added to the ticket.
4.
Add a screenshot to the ticket.
a.
On the Ticket Detail page, scroll down to the bottom of the page, and on the Comments tab, in the Attachment section, click Paste Screenshot.
The Paste Screenshot dialog box appears.
b.
Capture a screenshot and copy it to the clipboard.
c.
Use one of the following key combinations to paste the screenshot into the dialog window:
▪
On Windows, hold down Ctrl, then press V.
▪
On Mac, hold down command, then press V.
The screenshot appears in the Paste Screenshot dialog box.
d.
Click Add Screenshot.
The Paste Screenshot dialog box closes and the file name assigned to the screenshot appears in the Attachment section, under Paste Screenshot. You can add up to five screenshots to a ticket.
e.
At the bottom of the page, click Apply Changes.
The screenshot is added to the ticket.
5.
To delete an screenshot or a file attachment from a ticket:
a.
On Ticket Detail page, scroll down to the Attachments section of the Comments tab.
b.
To delete a file attachment, under Add Attachment, locate the file that you want to delete, and click on the right of the file name.
c.
To delete a screenshot, under Paste Screenshot, locate the file containing the screenhot that you want to delete, and click on the right of the file name.
d.
At the bottom of the page, click Apply Changes.
The file is deleted from the ticket.
6.
At the bottom of the page, click Save to save your changes to the ticket.

View ticket activity history

View ticket activity history

The history tab displays all activity history performed for the ticket. This includes updates to any ticket detail field and comments.

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.
c.
Click the title of a ticket.
2.
At the bottom of the ticket detail page, select the History tab.
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