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KACE Systems Management Appliance 14.1 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 About Remote Control 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

Attach digital assets to applications and select supported operating systems

Attach digital assets to applications and select supported operating systems

To distribute applications to managed devices using Managed Installations or User Console downloads, you need to attach the appropriate digital assets to applications. Digital assets are the files required for deployment, such as installers. In addition, you need to select the supported operating systems for the application. You perform these tasks on the Software detail page.

To associate multiple files with an application, create a ZIP file that contains the files, then associate the resulting archive file with the application.

Tip:
 
TIP: Digital assets can be attached to applications displayed on the Software page, but they cannot be attached to items in the Software Catalog page.
1.
Go to the Software 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 Software.
c.
Click the name of a software application.
2.
Do one of the following:
◦
Next to Upload and Associate File, click Browse or Choose File.
◦
Next to Upload and Associate Client Drop File, click Browse or Choose File. This option is available only if you have copied files to the appliance or organization Client Drop location, and those files are larger than the size specified in the appliance's Client Drop File Size Filter or the organization's in the Client Drop Size. If the Organization component is enabled on your appliance, files are available to the selected organization only. To make files available to multiple organizations, copy the files to the Client Drop location for each organization. Copy files to the appliance Client Drop location.
3.
Locate the file to upload, then click Open or Choose.
4.
In the Supported Operating Systems section, select the operating systems on which the application can be installed.
a.
Click Manage Operating Systems.
b.
In the Operating Systems dialog box that appears, select the OS versions in the navigation tree, as applicable.
In the Operating Systems dialog box that appears, select the OS versions in the navigation tree, as applicable.

You have an option to select OS versions by their family, product, architecture, release ID, or build version. You can choose a specific build version, or a parent node, as needed. Selecting a parent node in the tree automatically selects the associated child nodes. This behavior allows you to select any future OS versions, as devices are added or upgraded in your managed environment. For example, to select all build current and future versions associated with the Windows 10 x64 architecture, under All > Windows > Windows 10, select x64.

* 
NOTE: If no operating systems are selected, the application cannot be distributed to managed devices. Deployments such as Managed Installations can be created, but they can be deployed only if the correct supported operating system information is provided.
5.
Modify other details as necessary, then click Save.
* 
NOTE: The table at the bottom of the Software Detail page shows which devices have the software installed.

Copy files to the appliance Client Drop location

Copy files to the appliance Client Drop location

You can upload large files, such as application files and backup files, to the appliance by copying them to the Client Drop location on the appliance. Copying files to the Client Drop location is an alternative to uploading files through the Administrator Console using the default HTTP mechanism, which can result in browser timeouts for large files.

•
Enable file sharing (Samba). See Configure security settings for the appliance.
•
If the Organization component is enabled on your appliance, enable file sharing for each organization. See Configure Admin-level or organization-specific General Settings.
•
If the Organization component is not enabled on your appliance, configure the Client Drop File Size Filter setting for the appliance. See Configure appliance General Settings without the Organization component.
•
If the Organization component is enabled on your appliance, configure the Client Drop Size setting for each organization. See Configure Admin-level or organization-specific General Settings.
1.
In a file system navigator, go to the Client Drop location on the appliance:
◦
In Windows Explorer, enter a UNC path with the appliance host name or IP address. For example: \\kbox\clientdrop. Use two backslashes to indicate that the location is a Samba path.
◦
On Mac OS X, Go > Connect to Server, then enter the SMB address in the Server Address field.
◦
On Linux, select Search, then enter the SMB address.
The client Share and clientdrop Share folders are displayed.
* 
NOTE: If the Organization component is enabled, each organization has a separate Client Drop location. For example:
•
ORG1: clientdrop
•
ORG2: clientdrop_2
•
ORG3: clientdrop_3
2.
If prompted, provide your login credentials for the Client Drop location. These credentials are specified in the appliance security settings. See Configure security settings for the appliance.
Tip:
 
TIP: If you are connecting from a Windows device, type \admin in the Username field. This prevents the system from using workgroup\admin or domain\admin during authentication.
3.
Copy your files to the Client Drop location. If the Organization component is enabled on your appliance, copy the files to the Client Drop location for the organization where you want to select the files.
The files are available as follows:
◦
Application files: Files are available for selection on the Software Detail page provided that they are larger than the size configured for the appliance in the Client Drop File Size Filter or for the organization in the Client Drop Size. If the Organization component is enabled on your appliance, files are available to the selected organization only. To make files available to multiple organizations, copy the files to the Client Drop location for each organization.
◦
Appliance backup files: Appliance backup files that are placed in any Client Drop location are automatically identified as appliance backup files, and they become available for selection on the Backup Settings page within five minutes.
If you are uploading application files to be selected on the Software Detail page, verify the Client Drop location filter setting. The filter setting determines whether files are displayed on the Software Detail page, based on their size. See Configure appliance General Settings without the Organization component or Add or edit organizations.

Using software threat levels and categories

Using software threat levels and categories

Assign threat levels to applications
Assign categories to applications

Threat levels and categories can be used to indicate the relative safety of applications and to classify applications.

This information is made available for tracking purposes only. The appliance does not enforce policies based on threat levels or categories.

Software categories classify software as belonging to a specified group, such as software drivers or security applications. For applications listed on the Software page, categories are assigned manually. For applications listed on the Software Catalog page, software categories are assigned to applications automatically.

Assign threat levels to applications

Assign threat levels to applications

You can assign threat levels to applications that are listed on the Software page. Threat levels cannot be assigned to items listed on the Software Catalog page.

1.
Go to the Software 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 Software.
2.
Select the check box next to one or more applications.
3.
Select Choose Action > Set Threat Level, then select a threat level.
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