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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

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.

Viewing Software Catalog information

Viewing Software Catalog information

View lists of Discovered and Not Discovered applications
View the list of Uncataloged applications
View the list of Locally Cataloged applications
View details of Software Catalog applications

You can view application information on the Software Catalog page.

View lists of Discovered and Not Discovered applications

View lists of Discovered and Not Discovered applications

On the Software Catalog list, you can view Discovered and Not Discovered applications.

Discovered applications are executables in the inventory that match the definitions of applications in the Software Catalog. You can enable metering for Discovered applications and suites, mark them as Not Allowed, and add license information for them. In addition, the Discovered application list can be exported in CSV format. You can export the Discovered application list, the Uncataloged list, and the Locally Cataloged list; you cannot export the entire Software Catalog.

Applications that do not exist in the inventory, but that do exist in the Quest KACE Software Catalog, are referred to as Not Discovered applications. You can enable metering for Not Discovered applications, mark them as Not Allowed, and add license information for them. However, because the applications have not been found in the local inventory, the Not Discovered application list cannot be exported in CSV format.

1.
Go to the Software Catalog 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 Catalog.
2.
Click the Discovered tab.
The list is filtered to show only those applications that are classified as Discovered. Information for Discovered applications includes:

Item

Description

Name

The name and version of the application. If the application is a suite, the name appears in bold. For example, Microsoft Office 2010 Professional.

Publisher

The application’s publisher. This information is normalized to ensure accurate reporting. For example, Microsoft Corp. and Microsoft Inc. are reported as Microsoft Corporation.

Category

The category of the application as established by the Software Catalog team.

Installed

The number of managed devices that have the application installed. Click a number to view device information.

Licenses

The number of licenses available for the application. This information is available only if a License asset has been associated with the application. See Add License assets for Software Catalog inventory.

Variance

The number of unused licenses remaining. This information is available only if a License asset has been associated with the application.

Recently Added

The number of devices on which the application has been added in the past seven days.

Recently Removed

The number of devices from which the application has been removed in the past seven days.

3.
Click the Not Discovered tab.

The list is filtered to show only those applications that are classified as Not Discovered. Information for Not Discovered applications includes:

Item

Description

Name

The name and version of the application. If the application is a suite, the name appears in bold. For example, Microsoft Office 2010 Professional.

Publisher

The application’s publisher. This information is normalized to ensure accurate reporting. For example, Microsoft Corp. and Microsoft Inc. are reported as Microsoft Corporation.

Category

The category of the application as established by the Software Catalog team.

Platform

The operating system on which the application is designed to run. For example, Windows.

4.
To include or exclude a software catalog item from the License Compliance page, or from selected reports, select it in the list, click Choose Action, and select one of the following options, as required:
◦
Exclude from License Compliance
◦
Include in License Compliance
◦
Exclude from Reports
◦
Include in Reports
5.
To view additional details, click the application name.
See View details of Software Catalog applications.
Tip:
 
TIP: On the Software Catalog page, you can search for applications using Advanced Search and Custom Views based on Advanced Search criteria. See Searching at the page level with advanced options.

View the list of Uncataloged applications

View the list of Uncataloged applications

On the Software Catalog list, you can view applications that are Uncataloged.

Uncataloged applications are executables that are in the appliance inventory but that do not appear in the Software Catalog. You can view applications that are listed as Uncataloged on the Software Catalog list. However, you cannot enable metering for Uncataloged applications, mark them as Not Allowed, or add license information for them. Uncataloged applications must be added to the local or public Software Catalog before they can be metered, marked as Not Allowed, or associated with license information.

Information that is available for Uncataloged applications differs from information that is available for applications whose titles are listed in the public version of the Software Catalog. For example, some information that is available for Cataloged applications might not be available for Uncataloged applications. The information available for Uncataloged applications is limited to the information collected from managed devices.

1.
Go to the Software Catalog 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 Catalog.
2.
Click the Uncataloged tab.
The list is filtered to show only those applications that are classified as Uncataloged. Information available for Uncataloged applications includes:

Item

Description

Name

The name and version of the application.

Installed

The number of managed devices that have the application installed.

File Name

The name of the application executable file.

File Version

The version number of the application.

Publisher

The application’s publisher.

3.
To include or exclude a software catalog item from the License Compliance page, or from selected reports, select it in the list, click Choose Action, and select one of the following options, as required:
◦
Exclude from License Compliance
◦
Include in License Compliance
◦
Exclude from Reports
◦
Include in Reports
4.
To view additional details, click the application name.
See View details of Software Catalog applications.
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