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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

Add Dell Command | Monitor scripts

Add Dell Command | Monitor scripts

Dell Command | Monitor is the monitoring tool of the Dell Command Suite. With it, a remote management application such as the appliance can perform management and monitoring activities. Using the Dell Command | Monitor page, you can name and save a Managed Installation for deploying or removing Dell Command | Monitor from appliance managed devices that support the tool.

You have devices with supported Dell hardware and Microsoft operating systems. See About Dell Command | Monitor.

You have downloaded Dell Command | Monitor from the Dell TechCenter at http://en.community.dell.com/techcenter/enterprise-client/w/wiki/7531.dell-command-monitor.

* 
NOTE: Although this topic refers to installation, you can also use the Dell Command | Monitor page to remove Dell Command | Monitor from a device.
1.
Go to the Windows Dell Command | Monitor page:
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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Windows section, click Dell Command | Monitor.
2.
Optional: Change the name if you require a more precise name than the default.
3.
Set the Action, either keep the default Install, or change it to Uninstall.
4.
Click Save to display the Managed Installation Detail page with the configuration information filled in for the action you have chosen.
The appliance automatically populates the Name, Software, Associated Software, and Full Command Line fields.

Complete filling out the needed information on the Managed Installation Detail page. See Create Managed Installations for Windows devices.

Add Desktop Wallpaper scripts

Add Desktop Wallpaper scripts

Use this template to build scripts that control the desktop wallpaper settings of Windows devices.

The recommended format for wallpaper files is bitmap (BMP). The specified wallpaper file is distributed to devices when the script runs.

1.
Go to the Desktop Wallpaper page:
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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Windows section, click Desktop Wallpaper.
2.
Provide the following information:

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

Use wallpaper

Display the wallpaper file on the desktop of target devices.

Wallpaper bitmap file

Click Browse or Choose File to select and upload the file to use for the wallpaper. The file must be in BMP or JPG format.

Position

Select an option in the Position drop-down list:

•
Stretch: Stretch the image so that it covers the entire screen.
•
Center: Display the image in the center of the screen.
•
Tile: Repeat the image over the entire screen.
3.
Click Save to display the Script Detail page.
4.
Select options for configuration, deployment, and scheduling. See Add offline KScripts, online KScripts, or online shell scripts.
5.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
6.
Click Save.

Add Desktop Shortcuts scripts

Add Desktop Shortcuts scripts

Use this template to create scripts that add Internet shortcuts to the Desktop or Start menu of Windows devices.

For example, you could use this script to add a shortcut to a company website or any other URL.

1.
Go to the Windows Desktop Shortcuts page:
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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Windows section, click Desktop Shortcuts.
2.
Provide the following information:

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

3.
Click Add Shortcut.
4.
Specify shortcut settings:

Option

Description

Name

The text label that appears below or next to the shortcut.

Target

The full path to the application, file, or URL to be launched when the shortcut is selected. For example:

To create shortcut for explorer.exe, use this format: C:\WINDOWS\explorer.exe

To create a shortcut from the UNC share for explorer.exe, use this format:

\\192.168.1.1\WINDOWS\explorer.exe

or

\\HostName\WINDOWS\explorer.exe

Parameters

The command line parameters required for the shortcut. For example:

/S /IP=123.4

Working Directory

The changes to the current working directory. For example: C:\Windows\Temp

Location

The location where you want the shortcut to appear. Options include: Desktop and Start Menu.

5.
Click Save Changes to save the shortcut.
6.
Click Add Shortcut to add more shortcuts. To edit or delete a shortcut, hover over a shortcut and click the Edit button or the Delete button: .
7.
Click Save to display the Script Detail page.
8.
Select options for configuration, deployment, and scheduling. See Add offline KScripts, online KScripts, or online shell scripts.
9.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
10.
Click Save.

Add Event Log Reporter scripts

Add Event Log Reporter scripts

Use this template to create scripts that query the Windows Event Log and upload the results to the appliance.

1.
Go to the Windows Event Log Reporter page:
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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Windows section, click Event Log Reporter.
2.
Provide the following information:

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

Output File Name

The name of the log file created by the script.

Log File

The type of log you want to query: Software, System, or Security.

Event Type

The type of event you want to query: Information, Warning, or Error.

Source Name

(Optional) The names of sources to which the query is restricted.

3.
Click Save to display the Script Detail page.
4.
Select options for configuration, deployment, and scheduling. See Add offline KScripts, online KScripts, or online shell scripts.
5.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
6.
Click Save.
7.
To view the event log of a device, click Inventory, then click a device name.
8.
In Scripting Logs, under Currently Deployed Jobs and Policies, click the View logs link next to Event Log.
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