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KACE Systems Management Appliance 15.0 - KACE Service Desk Administration 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 settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Enable API Access for the appliance Disable API Access for the appliance 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 Work with 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

Designate tickets as parents and add existing tickets as their children

Designate tickets as parents and add existing tickets as their children

You can designate tickets as parents, and then set up parent-child relationships among tickets. You need to designate tickets as parents before you can add existing tickets to them as children.

Enable parent-child relationships for a queue. See Enable parent-child ticket relationships for a queue.

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.
To display the Ticket Detail page, do one of the following:
▪
Click the name of a ticket.
▪
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.
2.
On the Service Desk Configuration page, under the Queues section, click Customize fields. Then go to the Related Ticket Information tab, and verify that the Parent Ticket section is visible. If it is not displayed, verify that parent-child relationships are enabled for the queue. See Enable parent-child ticket relationships for a queue.
3.
Select the Allow this ticket to be a parent check box to make this ticket a parent.
4.
Click Save.
5.
To add existing tickets as child tickets:
a.
Click Add Tickets under the Child Tickets section.
b.
Enter the child ticket number(s), separated by a comma, or use the Select ticket to add drop-down list to find the ticket(s) to add.
6.
Click Save to save any changes to the ticket.

Use a parent ticket as a to-do list

Use a parent ticket as a to-do list

The Service Desk parent-child relationship can be used to group tasks that need to be performed by different users, such as tasks that need to be completed when you hire a new employee. This enables you to track the tickets as a group.

•
Enable parent-child relationships. See Enable parent-child ticket relationships for a queue.
•
Verify that the ticket queue allows parents to close child tickets. See Enable parent tickets to close child tickets.
Tip:
 
TIP: If you expect a multi-phase task to be repeated regularly, consider making it a process ticket. See Using Service Desk processes.
1.
Create a ticket to serve as a parent. See Designate tickets as parents and add existing tickets as their children.
2.
From the parent ticket, add child tickets for each required task on the to-do list.
3.
Close each child ticket as tasks are completed.
4.
When prompted, close the parent ticket. This prompt appears when the last child task is closed.
* 
NOTE: If the resolution for the parent ticket is empty, the resolution from the child ticket will be added to the parent resolution.

Use parent tickets to organize duplicate tickets

Use parent tickets to organize duplicate tickets

When multiple tickets are filed for the same issue, you can use parent tickets to organize and manage the duplicate tickets as groups.

Enable parent-child relationships for queues, and enable parents to close child tickets. See:

•
Enable parent-child ticket relationships for a queue
•
Enable parent tickets to close child tickets
1.
Designate one of the duplicate tickets as the parent. See Designate tickets as parents and add existing tickets as their children.
2.
Change the remaining duplicate tickets to child tickets:
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.
Click Service Desk > Tickets to display the Tickets page.
c.
Select all of the tickets that you want to change to child tickets.
d.
In the Choose Action menu, select Add To Parent.
* 
NOTE: Add to Parent appears only if you are viewing tickets in a single queue, and that queue has parent-child ticket relationships enabled. It is not available if you are in the All Queues view. See Enable parent-child ticket relationships for a queue.
The selected tickets become child tickets of the parent.
3.
When the issue is resolved, close the parent ticket.
The child tickets are automatically closed.

Using ticket approvers

Using ticket approvers

Configure ticket approvers
Approving tickets by email

You can require that a particular user or group approve tickets before tickets are opened or closed. In addition, you can require that only users who are set up as approvers can close tickets. If you have multiple queues, you can configure approver settings for each queue separately.

Setting up ticket approvers involves the following workflow:

•
Create a label to specify approvers.
•
Add users (approvers) to the label. You choose approvers from the list of all users regardless of queue, so they are not limited to a single queue.
•
Configure the APPROVAL_INFO ticket field in the queue to require this feature.
* 
NOTE: Approvers only have access to the Approval and Approval Note fields on a ticket. The Approval field has the following options:
•
Approved
•
Rejected
•
More Information Needed
* 
NOTE: The Approval field must be set before the ticket can be opened or closed, depending on how the Required option is configured. The Approval Note field is optional. Approvers can see all of the tickets they need to approve by clicking Service Desk > Tickets, then clicking View By > My Approvals.
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