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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

View ticket comments

View ticket comments

As a ticket is worked on, comments are displayed when the Comment tab is selected. They are also shown in the History tab along with other history items.

1.
Go to the Service Desk Ticket 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 Tickets.
c.
Click the title of a ticket.
2.
At the bottom of the Ticket Detail page, select the Comments and Attachments tab.
A list of comments belonging to the ticket are displayed below the Comments tab.
3.
Select the Show attachments only check box to filter the comment list and display only comments that have attachments.

Add or delete screen shots and attachments from Service Desk tickets

Add or delete screen shots and attachments from Service Desk tickets

You can paste up to five screen shots into each Service Desk ticket. In addition, you can add up to five files as attachments to each ticket.

To paste screen shots into tickets:

•
The content that you want to capture must be visible on your screen and you must be able to save a screen shot to your computer's clipboard.
•
You must access the Administrator Console using a supported browser excluding Safari. For a complete list of supported browser, see the Technical Specifications.
* 
NOTE: The paste screen shot feature is hidden if you are using an earlier or unsupported browser. However, you can still attach screen shots to tickets as files.

To attach files you must be able to browse to the files from the Administrator Console. You can attach files that are up to 8 MB in size.

When you add screen shots and attachments to a ticket, they appear listed in a separate section of the ticket screen. You can also add images (including screen shots) directly to the Summary and Comment fields. For more information, see Create tickets from the Administrator Console Ticket page.

1.
With the content you want to capture visible, do one of the following to save a screen shot to your computer's clipboard:
◦
On Windows, press the Prnt Scrn or Print Screen key.
◦
On Mac, hold the following keys: Command, Shift, and 3.
The screen shot is copied to your computer's clipboard.
2.
Go to the Service Desk Ticket 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 Tickets.
c.
To display the Ticket Detail page, do one of the following:
▪
Select Choose Action > New.
▪
Select Choose Action > New Ticket From Queue > Queue name.
If you have a high number of queues, use the search box to quickly find a specific queue.
▪
Click the name of a ticket.
3.
Attach a file to the ticket:
a.
On Ticket Detail page, scroll down to the Attachments section of the Comments and Attachments tab, and click Add Attachment.
b.
In the file browser dialog box that appears, select and open the file that you want to attach to the ticket.
You can add up to five file attachments to a ticket.
If the appliance detects any threats in a file attachment included with Service Desk tickets, access to the file is blocked and can be managed on the Antivirus Quarantine page. A Quarantine link appears next to the file name, allowing you to go to the Antivirus Quarantine page. When a quarantined file is released, access to the file is restored. For details, see Manage quarantined file attachments.
The file browser closes and the file name of the attachment appears in the Attachment section, under Add Attachment.
c.
At the bottom of the page, click Submit Comment, then click Apply Changes.
The file attachment is added to the ticket.
4.
Add a screen shot to the ticket.
a.
On the Ticket Detail page, scroll down to the bottom of the page, and on the Comments and Attachments tab, in the Attachment section, click Paste Screenshot.
The Paste Screenshot dialog box appears.
b.
Capture a screen shot and copy it to the clipboard.
c.
Use one of the following key combinations to paste the screen shot into the dialog window:
▪
On Windows, hold down Ctrl, then press V.
▪
On Mac, hold down command, then press V.
The screen shot appears in the Paste Screenshot dialog box.
d.
Click Add Screenshot.
The Paste Screenshot dialog box closes and the file name assigned to the screen shot appears in the Attachment section, under Paste Screenshot. You can add up to five screen shots to a ticket.
e.
At the bottom of the page, click Apply Changes.
The screen shot is added to the ticket.
5.
Delete a screen shot or a file attachment from a ticket:
a.
On Ticket Detail page, scroll down to the Attachments section of the Comments and Attachments tab.
b.
To delete a file attachment, under Add Attachment, locate the file that you want to delete, and click on the right of the file name.
c.
To delete a screen shot, under Paste Screenshot, locate the file containing the screen shot that you want to delete, and click on the right of the file name.
d.
At the bottom of the page, click Apply Changes.
The file is deleted from the ticket.
6.
At the bottom of the page, click Save to save your changes to the ticket.

View ticket activity history

View ticket activity history

The history tab displays all activity history performed for the ticket. This includes updates to any ticket detail field and comments.

1.
Go to the Service Desk Ticket 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 Tickets.
c.
Click the title of a ticket.
2.
At the bottom of the ticket detail page, select the History tab.

Send ticket information through email

Send ticket information through email

Service Desk ticket information can be manually emailed to recipients as needed.

The content and format of the email is controlled by the Email Ticket Manually notification template. Also, the $ticket_fields_visible token in the template displays all of the fields that are visible to the logged-in user who is sending the email. See Configuring email triggers and email templates.

1.
Go to the Service Desk Ticket 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 Tickets.
c.
Click the title of a ticket.
2.
Select Choose Action > Email ticket.
3.
On the Email ticket page, enter the Email address of the recipient and update the Subject if necessary.
4.
Click Send.
The ticket information is emailed to the specified recipient.
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