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KACE Systems Management Appliance 13.2 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 Agent 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
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 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 Managing Mac profiles 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 Maintaining device and appliance security Manage quarantined file attachments
Using reports and scheduling notifications Monitoring servers
Getting started with server 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

Add Active Directory scripts

Add Active Directory scripts

Use this template to create scripts that add or remove devices to or from domains on Mac OS X devices. You can also use this script to ensure that Mac OS X devices check in to Active Directory databases.

When creating the script, you must specify a username and password for a network account with administrative privileges to add or remove devices to or from the specified domain.

1.
Go to the Mac Active Directory 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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Mac section, click Active Directory.
2.
Provide the following information:

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

Action

Specify whether you want to add or remove a device from the current domain.

Network Credentials

Enter your administrator username and password.

* 
NOTE: The resulting script assumes that you have root access and shows your password unencrypted (clear text), so make sure that anyone using this script is trusted.

Domain To Configure

Specify the LDAP domain name, user authentication information, and other information.

3.
Click Save to display the Script Detail page.
4.
Select options for configuration, deployment, and scheduling. See Add offline KScripts, online KScripts, or online shell scripts.
5.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
6.
Click Save.

Add Power Management scripts

Add Power Management scripts

Use this template to create energy management profiles for Mac OS X devices. Power usage settings are a trade-off between CPU usage and power usage.

To apply unique settings for each power source, create multiple configuration scripts. Some features might not be supported on some devices.

1.
Go to the Mac Power Management 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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Mac section, click Power Management.
2.
Provide the following information:

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

Profile Name

Specify the profile option to use:

•
Better energy savings: Enforce settings that save energy. This might result in lower performance. When you select this setting, the options in the Profile Options section are not editable.
•
Normal: Use the default settings. When you select this setting, the options in the Profile Options section are not editable.
•
Better Performance: Enforce settings that optimize performance. This might result in higher energy use. When you select this setting, the options in the Profile Options section are not editable.
•
Custom: Use custom profile options. When you select this setting, the options in the Profile Options section become editable.

Power Source

Select a power source:

•
All: The policy always applies, regardless of the device’s power source.
•
Battery: The policy applies only when the device is using internal battery power.
•
Charger (Wall Power): The policy applies only when the device is connected to a power outlet.
•
UPS: The policy applies only when the device is connected to a UPS (uninterruptable power supply).

Operating System

If you select Custom in the Profile drop-down list, specify, the operating system to which this policy applies. the Profile Options update to show only those options that are available to the selected version.

3.
Click Save to display the Script Detail page.
4.
Select options for configuration, deployment, and scheduling. See Add offline KScripts, online KScripts, or online shell scripts.
5.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
6.
Click Save.

Add VNC scripts

Add VNC scripts

Use this template to create scripts that configure the built-in VNC (Virtual Network Computing) settings on Mac OS® devices. The VNC settings determine whether viewers can control device screens.

This script also enables or disables screen sharing, which requires a username and password of an account on the Mac to connect from another Mac running Mac OS X. Use this script with caution: Although the credentials are encrypted, the VNC session might not be.

1.
Go to the Mac VNC 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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Mac section, click VNC.
2.
Provide the following information:

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

Enabled

Enable the policy.

Password

Provide a password for the VNC.

3.
Click Save to display the Script Detail page.
4.
Select options for configuration, deployment, and scheduling. See Add offline KScripts, online KScripts, or online shell scripts.
5.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
6.
Click Save.

Edit policies and scripts

Edit policies and scripts

You can edit policies and scripts as needed.

1.
Go to the Script 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 Scripting, then click Scripts.
c.
Display the Script Detail page by doing one of the following:
▪
Click the name of a script.
▪
Select Choose Action > New.
2.
Change options for configuration, deployment, and scheduling.
See Add offline KScripts, online KScripts, or online shell scripts.
3.
At the bottom of the page, click click here next to one of the following options:
◦
To re-edit the policy using the original editor: View and edit the initial settings available in the template.
◦
To edit the policy using this editor: View and edit all settings.
4.
Edit the policy, then click Save.
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