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KACE Systems Management Appliance 14.0 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 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 Configuring Content Security Policy
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 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 Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with 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

How the Software Catalog is used with the Organization component

How the Software Catalog is used with the Organization component

Each appliance has a single Software Catalog. If the Organization component is enabled on your appliance, all organizations use the same Software Catalog that is installed on the appliance. In addition, Locally Cataloged applications are available to all organizations.

Uncataloged applications, and settings such as metering and license configuration, however, are organization-specific. For example, if you enable metering for an application in one organization, it is enabled only for that organization. You enable metering and other settings separately for each organization.

Similarly, Discovered applications are also organization-specific. Applications are marked as Discovered only if they are found in the inventory of the organization.

How Software Catalog information is localized

How Software Catalog information is localized

The application categories in the Software Catalog are localized to match the appliance locale setting. However, application names, such as Microsoft Excel, are not localized.

How you can help improve the Software Catalog

How you can help improve the Software Catalog

The Software Catalog is continually updated as new information or new applications become available and as cataloging requests are received. You can help improve the catalog by sharing your appliance inventory information with Quest KACE and the ITNinja community.

The Quest KACE catalog team uses this information to identify new applications and standardize application names and versions. See Configure data sharing preferences.

Differences between the Software page and the Software Catalog page

Differences between the Software page and the Software Catalog page

Both the Software page and the Software Catalog page use the application information reported by managed devices. However, the two pages represent separate inventory systems, and the way you perform software management tasks differs for each system.

For more information about managing information on the Software page, see Managing applications on the Software page. The following table compares the Software page and the Software Catalog page:

Task

Software page

Software Catalog page

Inventory collection process

Uses the classic inventory collection process available in version 5.4 of the appliance. Managed devices that are running Agent version 5.4 and lower report inventory only to the Software page; they do not report inventory to the Software Catalog page.

Managed devices that are running Agent version 5.5 and higher report inventory to both the Software page and the Software Catalog page.

Uses an inventory collection process introduced in version 5.5 of the appliance. This process gathers information about every executable installed on managed devices.

Managed devices must be running Agent version 5.5 or higher to report inventory to the Software Catalog page.

Viewing software inventory information

The Software page displays information about all of the applications found on managed devices or added to appliance inventory manually or through WSAPI.

Software inventory information is presented on the Software Catalog page as:

•
Discovered: Applications installed on managed devices that match application information in the Software Catalog.
•
Not Discovered: Applications in the Software Catalog that are not installed on managed devices.
•
Uncataloged: Applications that are installed on managed devices but that are not in the Software Catalog.

Inventory information added to the appliance manually or through WSAPI is not available under the Software Catalog page.

Metering applications

Not available.

Enabled for each application separately on the Software Catalog page or on the Software Catalog Detail page.

Tracking license information for applications

Enabled by creating a Software asset and a License asset for the application. License information appears on the License Compliance Dashboard widget. It does not appear on the Licence Compliance page.

Enabled by creating a License asset and associating it with an application in the Software Catalog. License information appears on both the License Compliance page and the License Compliance Dashboard widget. See About License Compliance for Software Catalog applications.

Marking applications as Not Allowed

Not available.

Available as a flag that is set on the Software Catalog Detail page. See Mark applications and suites as Not Allowed.

Adding digital assets to applications

Available on Software Detail pages; used for deploying software to managed devices. See Attach digital assets to applications and select supported operating systems.

Not available.

Distributing software in Managed Installations or File Synchronizations

Available for applications that have digital assets associated with them. See Distributing software and using Wake-on-LAN.

Not available.

View ITNinja tips and information

Available on Software Detail pages. See Managing the ITNinja feed .

Not available.

Viewing summary license information

Available on the License Compliance and Software License Configuration chart on the Dashboard page. See About Dashboard widgets.

Available on the License Compliance and Software License Configuration chart on the Dashboard page. See About Dashboard widgets.

Setting threat levels for software

Available on the Software list. See Using software threat levels and categories.

Not available.

Setting software categories

Available on Software Detail pages. See Assign categories to applications.

Predefined by the Quest KACE Software Catalog team.

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