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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

Add a quick-action link for reporting problems on the User Console home page

Add a quick-action link for reporting problems on the User Console home page

You can add a quick-action link to the New Ticket page on the User Console home page. This enables users to access the new ticket form with a single click.

1.
Go to the User Console Home Page Settings 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 Service Desk, then click Configuration.
c.
On the Configuration panel, in the User Console Home Page section, click Configure User Console Home Page.
2.
In the Display Quick Actions section, select the check box next to Ticket Quick Action.
3.
Click Save.
The setting is saved and the Service Desk Configuration panel appears. The Have a problem? Report it button appears on the User Console home page. When users click this button, the New Ticket page appears.

About the session timeout period

About the session timeout period

By default, the appliance automatically logs users out of the Administrator Console or User Console after one hour of inactivity. This is referred to as the Session Timeout.

Sessions are restarted at every server interaction, such as reloading the current page, saving changes, or moving to a new page. If the Session Timeout period elapses without any interaction, any unsaved changes are lost, and the login page appears. The Timeout Session counter appears in the upper right of each console.

For instructions on changing the Session Timeout, see:

•
Configure appliance General Settings with the Organization component enabled
•
Configure appliance General Settings without the Organization component

Using the Satisfaction Survey

Using the Satisfaction Survey

Changing the Satisfaction Survey default behavior

The Satisfaction Survey enables Service Desk ticket submitters to provide feedback on the handling of tickets.

If the Satisfaction Survey is enabled, an email message describing the survey is sent to submitters immediately when a ticket is closed. This email message uses the Ticket Closed email template.

By default, the survey is visible to submitters when they access a closed ticket for the first time, and thereafter until the survey is completed. After the survey is completed, it is hidden. Survey scores and comments are stored in the ticket and are not editable by the Service Desk staff.

You can run various reports to display and analyze survey data using Service Desk reports. In addition, you can change the Ticket Closed email template that describes the survey, change the survey label, or prevent the survey from being displayed. See:

•
Run Service Desk reports
•
Configure email templates
•
Change the Satisfaction Survey label
•
Remove the Satisfaction Survey field from tickets

Changing the Satisfaction Survey default behavior

Changing the Satisfaction Survey default behavior

Change the Satisfaction Survey label
Remove the Satisfaction Survey field from tickets

The satisfaction survey can be modified by changing the default prompt in the survey box, or it can be removed and not shown to the ticket submitter.

Change the Satisfaction Survey label

The Satisfaction Survey introduction label can be modified to suit your needs.

1.
Go to the Service Desk Queue 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 Service Desk, then click Configuration.
c.
On the Configuration panel, in the Queue section, click Modify configurations and preferences. Now in General tab, select Customize Queue Fields or in the Queue section, click Customize Fields to display the Queue Customization page.
2.
In the Default Fields tab, click the Edit button in the SAT_SURVEY row:
3.
In the Label section, type the new label for the survey box.
4.
Click the Save button to the right of the item.
5.
Click the Save or Apply Changes button at the bottom of the page.
Remove the Satisfaction Survey field from tickets

You can prevent the Satisfaction Survey from being displayed to ticket submitters.

1.
Go to the Service Desk Queue 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 Service Desk, then click Configuration.
c.
On the Configuration panel, in the Queue section, click Modify configurations and preferences. Now in General tab, select Customize Queue Fields or in the Queue section, click Customize Fields to display the Queue Customization page to display the Queue Customization page .
2.
In the Default Fields tab, click the Edit button in the SAT_SURVEY row:
3.
In the Permissions section, select Hidden in the drop-down list.
4.
Click the Save button to the right of the item.
5.
Click the Save button at the bottom of the page.
The Satisfaction Survey is disabled, and it is no longer presented to ticket submitters when tickets are closed.
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