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KACE Systems Management Appliance 13.2 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 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 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 Managing Mac profiles 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 Maintaining device and appliance security Manage quarantined file attachments
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 appliance
Appendixes Glossary About us Legal notices

Export resources from an appliance

Export resources from an appliance

Export resources from an appliance to make those resources available for import to other appliances.

1.
Log in to the Administrator Console of the appliance where the resources are located.
2.
Enable Samba share file sharing.
See Enable file sharing at the System level.
3.
Go to the Share Resources 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 Resources.
c.
On the Resources Panel, click Export.
4.
Optional: To filter the list, use the View By drop-down list and Search field, which appear above the table on the right.
For example, select a resource in the View By drop-down list to display only that resource category, or enter a term in the Search field to display items that match that term.
5.
Select the check box next to one or more resources.
6.
Do one of the following:
◦
Choose Action > Export to Local Share
◦
Choose Action > Export to Network Share
* 
NOTE: Select Export to Network Share to save the data to a shared location that exists on the network and can be accessed from other devices. Select Export to Local Share to save the data to a location on a device that is only accessible from that device.
7.
Optional: On the Annotate Exported Resource(s) page, enter any additional information in the Note field.
8.
Click Save.
The exported resources first appear on the Resource Sharing Status page with a Status of New Request.

When the export is complete, the Status changes to Completed. The exported resources are available on the Samba share for import. See Import resources to organizations.

Most import and export tasks take only a moment to complete, but very large resources take more time.

Import resources to an appliance

Import resources to an appliance

You can import resources to appliances as needed.

You have exported resources from an appliance. See Transferring resources among appliances using Samba share directories.

1.
To view the Samba share location, do one of the following:
◦
If the Organization component is not enabled on your appliance, select Settings > Security Settings.
◦
If the Organization component is enabled on your appliance, select an organization in the drop-down list in the top-right corner of the page, then select Settings > General Settings.
2.
Using a third-party file copying utility, copy the resources from the exporting appliance Samba share to the importing appliance Samba share.
3.
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.
4.
On the importing appliance, select Settings > Resources to display the Resources panel.
5.
Click Import to display the Import Appliance Resources page, which shows all of the appliance resources available to import.
6.
Select Choose Action > Import from Network Share to display the Import Resources From SAMBA Directory page.
7.
Select the resources to import, then click Import Resources.
The imported resources first appear on the Resource Manager Queue page with a Status of New Request.

When the import is complete, the Status changes to Completed. The imported resources are available and listed on their respective tabs, such as Reporting.

Most import and export tasks take only a moment to complete, but very large resources take more time.

Transferring resources among organizations

Transferring resources among organizations

Export resources from organizations
Import resources to organizations

If the Organization component is enabled on your appliance, you can transfer resources among organizations by exporting them from one organization and importing them into other organizations.

Export resources from organizations

Export resources from organizations

Export resources from organizations to make those resources available for import to other organizations.

1.
In the top-right corner of the page, select the organization you want to export resources from.
2.
Go to the Export Resources list:
a.
On the left navigation bar, click Settings, then click Resources.
b.
On the Resources Panel, click Export.
The Export Resources page appears, listing all of the organization resources available for export.
3.
Select the check box next to one or more resources.
4.
Select Choose Action > Export to Local Share or Export to Network Share to display the Annotate Exported Resource(s) dialog.
5.
Optional: Enter any additional information in the Note field.
6.
Click Save.
The exported resource first appears on the Resource Manager Queue page with a Status of New Request.

When the export is complete, the Status changes to Completed. The exported resources are available for other organizations on your appliance to import. For instructions, see Import resources to organizations.

Most import and export tasks take only a moment to complete, but very large resources take more time.

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