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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

Review Dell Update schedule details

Review Dell Update schedule details

When you configure a Dell Update schedule, this page displays details about the schedule configuration and its status.

1.
Go to the Update Schedule Summary 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 Security, then click Dell Updates.
c.
On the Dell Updates panel, click Schedules.
d.
Click the name of a schedule.
2.
Review the contents of the Configuration section.

Option

Description

Created

The date and time the schedule is created.

Modified

The date and time the schedule is last modified.

Last Run

The date and time the schedule is last run.

Name

A name that identifies the schedule. This name appears on the Dell Update Schedules list page.

Action

The action associated with the schedule:

•
Detect: Scans for compatible Dell Updates.
•
Detect and Deploy: Scans for compatible Dell Updates, and downloads the applicable files to the agent device for later deployment.
•
Deploy: Deploys the update to the selected devices.

Description

A brief description of the Dell Update schedule.

Devices

This field only appears when the schedule is configured to apply to all devices.

Device Label

One or more Smart Labels associated with the devices against which the schedule runs. For more information, see Using Smart Labels for patching. This field only appears when the schedule is configured to apply to selected devices.

Device Name

One or more selected devices against which the schedule runs. This field only appears when the schedule is configured to apply to selected devices.

Detect Label

One or more Smart Labels associated with the scheduled updates. For more information, see Using Smart Labels for patching. This field only appears when the schedule is configured to detect selected updates.

Alerts

Detect and Deploy schedules only. The alerts displayed to users when update actions run:

•
OK: Run immediately.
•
Cancel: Cancel until the next scheduled run.
•
Snooze: Prompt the user again after the Snooze Duration.

Reboot

Detect and Deploy schedules only. The options for rebooting the managed device:

•
No Reboot: The device does not reboot even though a reboot might be required for the update to take effect. This option is not recommended because deploying updates without rebooting when required can leave systems unstable. Further, updates that require reboots are only shown as deployed after the reboot.
•
Prompt User: Waits for the user to accept the reboot before restarting the device. If the user snoozes or cancels the reboot, the update stops until a reboot occurs. Selecting a Snooze Duration in the agent dialog box that appears on the target device pauses the reboot prompt for the specified snooze interval.
•
Force Reboot: Reboots as soon as an update that requires it is deployed. Forced reboots cannot be canceled. Force Reboot works well for desktops and servers. You might not want to force reboot on laptops. Force Reboot works well with servers because they usually have no dedicated users. However, it is important to warn users that services will not be available when servers are being updated and re-booted. See Best practices for patching.

Schedule

The selected update schedule. Click View Task Schedule to see a detailed task scheduler. In the dialog box that appears, click a task to review the task details. For more information, see View task schedules.

Run on Next Connection in Offline

Indicates if the schedule runs the action the next time the managed device connects to the appliance, if the device is currently offline.

Timezone

If this option is configured, it specifies the time zone to use when scheduling related action. When set to Server, the schedule uses the appliance time zone. If it's set to Agent, it uses the time zone of the managed device.

Delay Run After Reconnect

If configured, this option indicates the amount of time the schedule is delayed for. The time delay period begins when the update action is scheduled to run.

End After

If configured, this option indicates the maximum amount of time the schedule can run for. When this time limit is reached, any update tasks that are in progress are suspended.

3.
In the Schedule Status section, review the overall schedule status on any of the following tabs:

Tab

Contents

By Machine

Devices selected for updating. Each entry displays the device name, its IP address, the update status (see Fields in the Patch Schedule Detail pages), update results, and the date the update is completed. You can expand a device node to view the applicable updates. Each entry shows the update ID, associated Knowledge Base article number, update name, the current status (Installed, Not Installed, or Deploy Failure), and the date the update is detected.

By Update

Updates selected for detection and deployment. Each entry displays the update ID, associated Knowledge Base article number, update name, and the numbers of devices that are updated, not updated, and those that encountered detect or deploy failures.

Installed

Updates successfully installed on devices. Each entry displays the update ID, associated Knowledge Base article number, and the update name. You can expand an update node to view the devices on which the update is installed.

Not Installed

Updates that are not installed on devices. Each entry displays the update ID, associated Knowledge Base article number, and the update name. You can expand an update node to view the devices on which the update is to be installed.

Detect Failures

Incomplete updates that resulted in a detection failure. Each entry displays the update ID, associated Knowledge Base, update name, and the associated error code (see Error codes caused by patching and scripting). You can expand an update node to view the devices on which the failure is encountered.

Deploy Failures

Incomplete updates that resulted in a deployment failure. Each entry displays the update ID, associated Knowledge Base, update name, and the associated error code (see Error codes caused by patching and scripting). You can expand an update node to view the devices on which the failure is encountered.

4.
Optional. After reviewing the schedule details, you can perform any of the following actions:
◦
To edit the update schedule, click Edit. For more information, see Configure Windows Feature Update schedules.
◦
To run the update schedule, click Run Now.
◦
To make a copy of the update schedule, click Duplicate.
◦
To delete the update schedule, click Delete.

View available Dell Updates

View available Dell Updates

You can review the list of Dell updates in the Dell Update Catalog.

You must select Dell Update download settings to view related updates. See Select Dell Update download settings. When all Dell Update signature files are downloaded, the Dell Update Catalog lists the related updates.

* 
NOTE: The Severity column on this page uses the Microsoft security standards which do no match the Dell severity levels:

Severity level displayed

Corresponding Dell severity level

Moderate

Optional

Important

Recommended

Critical

Urgent

1.
Go to the Dell Update Catalog 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 Security, then click Dell Updates.
c.
On the Dell Updates panel, click Catalog.
2.
Search for Dell Updates.
a.
Enter the search criteria into the search box.
For example, 2021.
b.
Press Enter.
The list page refreshes, showing only the Dell Updates whose version is 2021.

View Dell Update status

View Dell Update status

Dell Update details include vendor information and deployment status.

1.
Go to the Dell Update Catalog 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 Security, then click Dell Updates.
c.
On the Dell Updates panel, click Catalog.
d.
Click the name of a Dell Update.
The Dell Update Detail page appears, displaying complete information about the selected update.

Managing Linux package upgrades

Managing Linux package upgrades

View Linux package upgrade schedules
Configure Linux package upgrade schedules
Review Linux package upgrade schedule details
Review Linux package upgrades

Linux package upgrades improve the overall performance of your managed Linux devices and protect them from potential vulnerabilities.

The appliance allows you to automate the process of installing and managing Linux package upgrades. It relies on individual Linux package repositories, and the assumption that your managed Linux devices point to the appropriate repository.

Also, the appliance only detects the packages that include security updates, that are identified as such in each Linux repository. It does not attempt to detect or upgrade all packages, or to upgrade the entire OS on managed devices to the latest version.

* 
NOTE: The Linux Raspbian does not make a distinction between regular and security updates. Detecting and upgrading packages for a managed Raspbian device results in all updated packages being installed on the device.
* 
NOTE: The term update in KACE Systems Management Appliance assumes the following: if there are new versions of the packages available in the distribution’s repositories, the appliance uses the standard system commands to ensure that the system installs the latest version possible. This is not in any way meant to be exactly the same way that the word update (or upgrade) is used in the underlying system commands.
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