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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

Show or hide links to Knowledge Base articles on the User Console home page

Show or hide links to Knowledge Base articles on the User Console home page

You can show or hide links to Knowledge Base articles that appear on the home page of the User Console. In addition, you can use labels to show Knowledge Base articles to, or hide them from, different groups of users.

To manage links to Knowledge Base articles, you must create at least one Knowledge Base article. See Add, edit, or duplicate Knowledge Base articles.

To use labels to show or hide Knowledge Base article links, you must create at least one user label. See Add or edit manual labels.

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 Main Panel Widgets section, select the check box next to Knowledge Base Widget.
3.
Click Save.
The setting is saved and the Service Desk Configuration panel appears.
4.
To control access to Knowledge Base articles, go to the Article Detail page and apply user labels to articles:
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 Knowledge Base.
c.
To display the Article Detail page, do one of the following:
▪
Click the name of an article.
▪
Select Choose Action > New.
d.
In the Assign to Labels section, select the label you want to associate with the article, then click Save.
Access to the Knowledge Base article is limited to users with the appropriate label applied.
5.
To enable users to view the article, go to the Users list and apply the label to user accounts:
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 Settings, then click Users.
c.
On the Users list, select the check boxes next to the users who should be able to view the article.
d.
Select Choose Action > Apply Labels.
e.
Drag the label associated with the Knowledge Base article into the Apply these labels box, then click Apply Labels.
Users who have the label applied can access the Knowledge Base article.

Add, edit, hide, or delete User Console announcements

Add, edit, hide, or delete User Console announcements

You can add announcements to be displayed on the User Console home page, and you can edit, hide, or delete existing announcements as needed.

To display announcements, you must configure Service Desk to show the Announcements widget. See Customizing the User Console home page.

Announcements are displayed the User Console for each Service Desk globally, regardless of a user's ticket queue permissions. However, if the Organization component is enabled on your system, you manage announcements for each organization's Service Desk separately.

* 
NOTE: The first 140 characters of each announcement are displayed on the User Console home page. If announcements exceed 140 characters, a Show More link enables users to read the entire announcement.
1.
Go to the User Console Announcements 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 Announcements.
2.
To add an announcement, do the following:
a.
Click Add Announcement.
b.
Provide the following information:

Option

Description

Message Title

(Required) The title you want to use for the Announcement.

* 
NOTE: Links cannot be used in the Message Title field.

Message Body

(Optional) Any additional information you want to display, including links. This information appears below the title.

When creating links for announcement messages, use any of these formats:

•
http://example.com
•
https://example.com
•
http://www.example.com
•
www.example.com

Hidden

(Optional) Whether to show or hide the announcement on the User Console home page. This action is useful when you have messages that you want to show or hide periodically, such as announcements about system status or planned maintenance. Select the check box to hide the announcement. Clear the check box to show the announcement.

Restrict to Labels

(Optional) The user labels to which the announcement applies. If you select a label, the announcement is displayed to users only if the label is applied to their user account. This action is useful if you want to display announcements to groups of users, such as users located in different geographic locations, and you have created and applied labels for those users.

c.
Click Save.
If the Announcements widget is enabled for Service Desk, the Announcement appears on the User Console Home page according to the settings you selected.
3.
To edit an announcement, click Edit under the announcement title, then click Save.
The changes appear on the User Console home page immediately. If users are logged in and viewing the User Console home page, the announcement is deleted when the page is refreshed.
4.
To hide an announcement:
a.
Click Edit under the announcement title.
b.
Select the check box next to Hidden.
c.
Click Save.
The announcement is hidden from the User Console home page immediately. If users are logged in and viewing the User Console home page, the announcement is hidden when the page is refreshed.
5.
To change the priority of an announcement, use the drag icon on the left side of the announcement. See Prioritize User Console announcements or mark an announcement as urgent.
The announcement is hidden from the User Console home page immediately. If users are logged in and viewing the User Console home page, the announcement is hidden when the page is refreshed.
6.
To delete an announcement, click Delete under the announcement title, then click Yes in the confirmation window.
The announcement is removed from the User Console home page immediately. If users are logged in and viewing the User Console home page, the announcement is deleted when the page is refreshed.

Prioritize User Console announcements or mark an announcement as urgent

Prioritize User Console announcements or mark an announcement as urgent

You can set the order in which announcements appear on the User Console home page. In addition, you can display an urgent announcement in a highlighted banner to increase its visibility.

To prioritize announcements, you must configure Service Desk to show the Announcements widget and you need to add announcements. See:

•
Show or hide action buttons and widgets on the User Console home page
•
Add, edit, hide, or delete User Console announcements
1.
Go to the User Console Announcements 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 Announcements.
2.
To prioritize announcements, use the drag icon on the left side of the announcement as follows:
◦
To change an announcement's priority, drag it up or down in the list. Announcements are displayed on the User Console home page in the order shown on the User Console Announcements page.
◦
To set an announcement as urgent, drag it into the Urgent Announcement box. The urgent announcement appears in a banner at the top of the User Console home page.
* 
NOTE: Only one announcement can appear in the Urgent Announcement banner at a time.
◦
To change the urgent announcement, drag a different announcement into the Urgent Announcement box.
◦
To change an urgent announcement to a regular announcement, drag it out of the Urgent Announcement box.
The announcements are prioritized accordingly on the User Console home page immediately. If users are logged in and viewing the User Console home page, the announcement priority is updated when the page is refreshed.

Add, edit, or delete custom links on the User Console home page

Add, edit, or delete custom links on the User Console home page

You can add custom links to be displayed on the User Console home page, and you can edit or delete existing custom links as needed.

To display custom links, you must configure Service Desk to show the Helpful Links widget. See Customizing the User Console home page.

Custom links are displayed the User Console for each Service Desk globally, regardless of a user's ticket queue permissions. However, if the Organization component is enabled on your system, you manage custom links for each organization's Service Desk separately.

1.
Go to the User Console Home Page Links 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 Define Helpful Links.
2.
To add a link:
a.
Click .
b.
Provide the following information:

Option

Description

Title

The text to display as the link text. You can use the URL itself, or any text string.

URL

The URL of the link. Acceptable link formats include:

•
http://example.com
•
https://example.com
•
http://www.example.com
* 
NOTE: You cannot use the same URL in more than one link.
c.
Click Save at the right of the URL field, then click Save at the bottom of the page.
The link appears on the User Console home page immediately. If users are logged in and viewing the User Console home page, the link is displayed when the page is refreshed.
3.
To edit a link:
a.
Click .
b.
Change the Title or URL as needed.
c.
Click Save at the right of the URL field, then click Save at the bottom of the page.
The change appears on the User Console home page immediately. If users are logged in and viewing the User Console home page, the link is displayed when the page is refreshed.
4.
To change the order in which links are displayed on the User Console home page:
a.
Drag the link up or down in the list using .
b.
Click Save at the bottom of the page.
The change appears on the User Console home page immediately. If users are logged in and viewing the User Console home page, the link order is changed when the page is refreshed.
5.
To delete a link:
a.
Click .
b.
In the dialog window, click Yes.
c.
Click Save at the right of the URL field, then click Save at the bottom of the page.
The link is deleted from the User Console home page immediately. If users are logged in and viewing the User Console home page, the link is deleted when the page is refreshed.
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