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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

Enable monitoring for a server from its Device Detail page

Enable monitoring for a server from its Device Detail page

You can enable monitoring on eligible devices in the inventory, up to a total of 200 devices, as prescribed by your appliance license.

1.
Go to the Device 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 Devices.
a.
Click the name of a device.
2.
On the Device Details page, under Activities tab, click Monitoring to expand the section.

If a device is not eligible for monitoring because it does not have a supported operating system, the Monitoring section appears with the message, Operating system is currently not supported by Monitoring.

3.
Click Enable Monitoring to start monitoring and also display details of the default monitoring setup for the device.
With monitoring enabled, the Monitoring section displays the name of the monitoring profile bound to the device by default. If a Maintenance Window has been defined as a default, its name appears as well. It also displays up to 10 recent alerts, in any.
4.
Optional: Click Edit Monitoring Details to make any changes to the monitoring setup for this device on its Monitoring Detail page.
◦
Pause or reactivate monitoring. See Pause monitoring for a device.
◦
Enable monitoring of configuration changes. See Receive alerts when device configurations change.
◦
Add a monitoring profile or change the profile. See Working with monitoring profiles.
◦
Add any Maintenance Windows. See Schedule a Maintenance Window during which time alerts are not collected from a device.

Obtaining a new license key to increase server monitoring capacity

Obtaining a new license key to increase server monitoring capacity

To take advantage of expanded monitoring capabilities for up to 200 devices, you must obtain a new license key. You contact the Quest Sales team to obtain the key.

1.
Write an email to license@quest.com with the current license information (License ID, Key, or Account number). You also mention that you are a current appliance user and want to gain access to the monitoring functionality.

Update the license key information in your appliance once the License Team provides a new key.

Apply a new license key to increase server monitoring capacity

Apply a new license key to increase server monitoring capacity

You can increase server monitoring capacity by applying a new license key.

You have obtained your new license key.

1.
Go to the appliance Settings:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Appliance Updates to display the Appliance Updates page.
3.
In the License Information section, enter your new license key, then click Update.
4.
Click Yes in the Confirm dialog to reboot your system.

The full features are available to you after you sign back in to the appliance following the reboot.

Working with monitoring profiles

Working with monitoring profiles

Edit a profile
Configure SNMP trap messages and alerting criteria
Create a new profile using a default profile as a template
Profile log paths for MySQL and Apache
Upload a profile that was created by another user
Download a profile so that it can be used by others
Bind an additional profile to a device
Define nonstandard log date format
Configuring application and threshold monitoring with Log Enablement Packages

Monitoring profiles describe the criteria for creating an alert, by identifying text to search for in the device's log and associating that text with a defined alert level.

The appliance provides a set of default profiles for log monitoring of devices with supported operating systems, and also for SNMP trap devices. Beyond that, you can modify existing monitoring profiles, create your own profiles, and upload profiles created by other users. In addition, you have access to standard Log Enablement Packages (LEPs) to enable application and threshold monitoring.

The available monitoring profiles are listed on the Monitoring Profiles page

Tip:
 
TIP: To display only the log monitoring profiles, in the top-right corner, click View By > Type > Log. To display the monitoring profiles for SNMP trap devices, click View By > Type > SNMP Trap.

As an example, the default profile for creating alerts for Mac OS X devices indicates that /var/log/system.log is the log that the monitoring function scans, looking for text that would trigger an alert. The following table describes the default search text in the Include Text field and the associated alert levels.

Text searched for in log

Alert level

critical

Critical

error

Error

fatal

Error

fail

Error

appliance monitor alert

Error

warn

Warning

unavailable

Warning

You can add other alerts customized to your operational needs.

The default profiles cover the following supported operating systems:

•
CentOS
•
Debian
•
FreeBSD
•
macOS
•
Oracle Enterprise Linux
•
Red Hat Enterprise Linux
•
Solaris
•
SUSE Linux
•
Ubuntu
•
Windows
•
Raspberry Pi OS

For devices with Linux operating systems, there are several different log paths for MySQL and Apache logs, depending on the version of the OS. See Profile log paths for MySQL and Apache.

For Agentless devices that are monitored using the SNMP trap mechanism, you need to provide trap message formats and expressions to capture the specific trap elements. See Configure SNMP trap messages and alerting criteria.

In the Log Enablement Packages list page, Quest publishes a base set of Windows Reliability and Performance Monitor (PerfMon) templates and non-Windows open-source Perl scripts, so that users can extend their monitoring capability and identify system and application performance issues. These templates and scripts are available so that users do not have to create them from scratch. Monitoring on the appliance works without these additional templates and scripts, but the profiles that are created from the templates and scripts are helpful if you want to do performance threshold monitoring.

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