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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

Assign threat levels to startup programs

Assign threat levels to startup programs

To manage startup programs that might pose threats to devices and systems, you can manually assign threat levels to those programs.

Threat levels can be used to indicate the relative safety of items and the number of devices on which those items are located. This information is for tracking purposes only. The appliance does not enforce policies based on threat levels.

1.
Go to the Startup Programs 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 Inventory, then click Startup Programs.
2.
Select the check box next to one or more programs.
3.
Select Choose Action > Set Threat Level, then select a threat level.

Delete startup programs

Delete startup programs

You can manually delete startup programs from inventory as needed.

However, if the deleted startup programs are found on managed devices, the records for those programs are recreated, with new IDs, when the devices update inventory information.

1.
Go to the Startup Programs 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 Inventory, then click Startup Programs.
2.
Do one of the following:
◦
Select the check box next to one or more programs, then select Choose Action > Delete.
◦
Click a program name, then on the Startup Program Detail page, click Delete.
3.
Click Yes to confirm.

Managing service inventory

Managing service inventory

View and edit service details
Add labels for services
Apply labels to and remove labels from services
Categorize services
Assign threat levels to services
Delete services

When services are detected on managed devices, they are reported and available to be managed in the Inventory section.

The service inventory page enables you to track the services running on managed devices.

Service detail pages provide information on services, including the name of the device running the services, system description, and the last user.

Service inventory cannot be metered.

View and edit service details

View and edit service details

You can view and edit the details of services in inventory.

1.
Go to the Service 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 Inventory, then click Services.
c.
Click the name of a service.
Devices that are running the service are listed at the bottom of the page.
2.
Provide the following information:

Option

Description

Restrict To Label

(Optional) the label associated with the item.

Notes

Any additional information you want to provide.

Category

The category of the item, such as Business, Driver, or Security.

Threat Level

The threat level of the item.

Threat levels include:

1.
Safe
2.
Fairly Safe
3.
Unknown
4.
Could be harmful
5.
Harmful
3.
Click Save.
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