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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

B

blocking
See Application Control .

C

Cataloged applications
Cataloged applications are executables that are in the official Software Catalog database. This includes both applications that appear in the appliance inventory (Discovered applications) and applications that do not appear in appliance inventory (Not Discovered applications). See About cataloged applications.
catalog request
See add to catalog request .
category
See software category .
change management
The ability to track changes made to items in the Administrator Console, such as scripts, reports, assets, and settings. See Configuring history settings.
Charlie Root
The email address used for communication from the appliance.
* 
NOTE: Notifications and daily reports come from the default address, Charlie Root, (root@<appliance_hostname>) and you cannot modify this address.
Classic Metering
Classic Metering is the metering system that was available on the appliance prior to version 5.5. If you upgraded to version 5.5 from version 5.4 or lower, and you enabled metering prior to the upgrade, you can continue to access Classic Metering in the appliance 5.5 release. However, the Software Catalog metering system, which provides more detailed information than Classic Metering, replaced Classic Metering in the 6.0 release. Classic Metering is no longer available in version 6.0 and higher. See metering .
Classic Reports
The reporting feature available on the appliance version 5.2 and lower. Classic Reports are no longer available in version 5.5 and higher.
Client Drop location
The Client Drop location is a file share used for uploading large files, such as application installers and appliance backup files, to the appliance. Uploading files to the Client Drop location is an alternative to uploading files through the Administrator Console using the default HTTP mechanism, which can result in browser timeouts for large files. See Copy files to the appliance Client Drop location.
clients
See devices .
Command Line Console
The Command Line Console is a terminal window interface to the appliance. The interface is designed primarily to configure the appliance and enforce policies if the Administrator Console is not accessible. See Power-on the appliance and log in to the Administrator Console.
Computers
Computers is a category of devices that can be managed by the appliance. Examples of Computers include personal computers, servers, laptops, tablets, and smart phones. Your appliance license agreement entitles you to manage a specified number of Computers. See Managed Computers .
Credentials Management
Credentials Management enables you to organize the usernames and passwords required for logging in to other systems, such as managed computers and servers, and the information required for Google or SNMP authentication. This streamlines the process of entering and managing credentials and authentication information. See Managing credentials.

D

data retention
The options for saving data for metering, device uptime, uncataloged applications, and backups on the appliance. See Configure Admin-level or organization-specific General Settings and Set the daily backup schedule and the number of backups to retain.
data sharing
The options for sharing appliance information with Quest KACE. See Configure data sharing preferences.
Dell Command | Monitor
Dell Command | Monitor is the monitoring tool of the Dell Command Suite. It enables remote management applications, such as the appliance, to access management information, monitor status, and change the state of enterprise client systems. If Dell Command | Monitor is detected on a managed device, the appliance uses the WMI (Windows Management Instrumentation) interface to collect detailed hardware inventory and health status. See .
Device Actions
A feature that enables you to run commands on managed devices from the Devices list. For information about setting up Device Actions, see Configure appliance General Settings without the Organization component.
devices
Devices are machines, or endpoints, that are managed by the appliance. Your product license agreement entitles you to manage a specified number of devices, which are classified as Managed Computers, Assets, and Monitored Servers. Managed devices report data, such as software, hardware, and networking information, to the appliance. See View product licensing information.
Discovered applications
Discovered applications are executables in the appliance 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 software list can be exported in CSV format. You can export the Discovered software list, the Uncataloged list, and the Locally Cataloged list; you cannot export the entire Software Catalog.

Compare to Not Discovered applications . See Discovered applications.

Discovery
Discovery is the process of identifying devices that are connected to the network and retrieving information about those devices. Devices that can be discovered include laptops, desktops, servers, mobile devices, virtual devices, printers, network devices, wireless access points, routers, switches and more. These devices can be scanned and identified even if they do not have the KACE Agent installed on them. You can run Discovery scans on-demand or schedule scans to run at specific times. See About Device Discovery and device management.

E

email alerts
See alerts .
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