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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

Upload Mac profiles to the appliance

Upload Mac profiles to the appliance

The appliance enables you to upload MOBILECONFIG files that contain the configuration settings required to create Mac profiles.

You have obtained a file that contains the configuration settings, or payloads, required for the profile, and that file uses the filename extension MOBILECONFIG. For example, mail.mobileconfig. For information about creating Mac profiles and downloading them from the Mac OS X Server, go to http://help.apple.com/profilemanager/mac/4.0.

* 
NOTE: You cannot view or edit the payloads of profiles that have been uploaded to the Administrator Console. However, you can modify the payloads in the MOBILECONFIG file outside the Administrator Console, then upload the edited file as a new profile.
1.
Go to the Mac Profiles list 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 Mac Profiles.
2.
Click Choose Action > Upload a Profile.
3.
Click Browse or Choose File to locate the MOBILECONFIG file.
4.
Click Upload
The profile appears on the Mac Profiles list with Imported in the Source column.

Select deployment and schedule options for the profile. See:

•
Add or edit Mac user profiles
•
Add or edit Mac system profiles

Installing and managing Mac profiles

Installing and managing Mac profiles

Distribute Mac profiles on a schedule
Install Mac profiles on devices using the Run option
Identify devices that have Mac profiles installed
View Mac profiles
Export the Mac profiles list

You can install Mac profiles, view the devices that have Mac profiles installed, and export the list of profiles that have been added to the appliance.

Distribute Mac profiles on a schedule

Distribute Mac profiles on a schedule

You can configure the appliance to distribute Mac profiles to Agent-managed Mac OS X devices periodically according to a schedule. This configuration is useful if you have devices that might be offline and unavailable for installation when you select the Run option, and for periodically installing profiles on new devices added to inventory.

You have added or uploaded a Mac profile and you have Agent-managed Mac OS X devices in your inventory.

1.
Go to the Mac Profile Detail 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 Mac Profiles.
c.
Click the name of a profile.
2.
In the Schedule section, select the options for distributing the profile to target devices:

Option

Description

None

Do not distribute the profile on a schedule. Profiles that have their schedules set to None have a status of Disabled on the Mac Profiles list. However, profiles whose schedule is set to None can still be deployed if you select Run Now at the bottom of the page.

Every n minutes/hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00
3.
Click Save.
The Mac Profiles page appears. The Targeted column shows the number of devices that are scheduled to have the profile installed. The Succeeded column shows the number of devices on which the profile has been installed. Agents on target devices receive instructions to install the profile at the next connection according to the schedule and deployment options specified.

Install Mac profiles on devices using the Run option

Install Mac profiles on devices using the Run option

After you add or upload Mac profiles to the appliance, you can use the Run option to install those profiles on Agent-managed Mac OS X devices running version 10.8, 10.9, or 10.10.

You have added Mac profiles, and you have Agent-managed Mac OS X devices in your inventory.
Tip:
 
TIP: When you use the Run option to install Mac profiles on devices, profiles are installed only if devices have an Agent connection to the appliance when the script runs. To ensure that profiles are installed on devices that are offline, consider setting up schedules to deploy profiles. See Distribute Mac profiles on a schedule.
1.
Go to the Mac Profile Detail 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 Mac Profiles.
c.
Click the name of a profile.
2.
To install the profile on a different set of devices, click Duplicate at the bottom of the page to create a copy of the profile, then click the name of the duplicated profile to return to the Mac Profile Detail page.
3.
On the Mac Profile Detail page, select the target devices and deployment options. See:
◦
Add or edit Mac user profiles
◦
Add or edit Mac system profiles
4.
At the bottom of the page, click Run Now.
The Mac Profiles page appears. The Targeted column shows the number of devices that are scheduled to have the profile installed. The Succeeded column shows the number of devices on which the profile has been installed. On target devices that have an active Agent connection to the appliance, the profile is installed according to the selected deployment options.
5.
To run multiple profiles at once, select the check boxes next to profiles on the Mac Profiles page, then click Choose Action > Run.
6.
To view additional details about the profile installation, click Run Now Status on the left navigation bar.
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