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KACE Systems Management Appliance 14.0 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 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

Use the LDAP Browser

Use the LDAP Browser

The LDAP Browser enables you to browse and search data located on an LDAP server, such as an Active Directory server.

To use the LDAP Browser, you must have the Bind DN and the LDAP password to log on to the LDAP server.

The LDAP Browser can be useful when you need to enter information in the Search Base DN and the Search Filter fields for LDAP queries.

1.
Go to the LDAP Browser:
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, in the Home section, click Label Management.
c.
On the Label Management panel, click Tool to browse or search an LDAP server link under the LDAP Browser section to display the LDAP Browser page.
2.
Specify LDAP Server settings:

Option

Description

IP Address or Hostname

The IP address or the hostname of the LDAP server. If the IP address is not valid, the appliance waits to timeout, resulting in login delays during LDAP authentication.

* 
NOTE: To connect through SSL, use an IP address or hostname. For example: ldaps://hostname.

Port

The LDAP port number, which is usually 389 (LDAP) or 636 (secure LDAP).

Credentials

The credentials of the account the appliance uses to log in to the LDAP server to read accounts. For example:

LDAP Login:CN=service_account,CN=Users,

DC=company,DC=com.

If user name and password are not provided, the tree lookup is not performed. Each LDAP Label can connect to a different LDAP or Active Directory server.

3.
Click Test.
Upon successful connection to the LDAP server, the Next button becomes active.

If the operation fails, verify the following:

◦
The IP address or hostname is correct.
◦
The LDAP server is running.
◦
The login credentials are correct.
4.
Click Next.
The Narrow the Search window appears.
5.
Enter a search filter to limit the number of results displayed at the bottom of the screen.

Option

Description

LDAP EasySearch

Type a string that you want to search for.

Search on

Indicate if you want to search for indexed or non-indexed fields by selecting the appropriate option, as required.

Other attributes

Type a comma-separated list of Active Directory fields that you want to search for.

* 
NOTE: The search does not check if the specified fields actually exist in the Active Directory.
6.
Click Go.
The search results appear at the bottom of the screen, on the left panel.
7.
Click a child node to view its attributes.
The attributes appear in the right panel.

Configuring user accounts, LDAP authentication, and SSO

Configuring user accounts, LDAP authentication, and SSO

About user accounts and user authentication
About locale settings
Managing System-level user accounts
Managing organization user accounts
View or edit user profiles
Using an LDAP server for user authentication
Importing users from an LDAP server
About single sign on (SSO)
Enabling and disabling single sign on
Using Active Directory for single sign on
Configure SAML for single sign on
Reviewing user sessions

You can configure and manage user accounts, authenticate users with LDAP information, and enable single sign on (SSO) for users.

About user accounts and user authentication

About user accounts and user authentication

User accounts can be created and managed on the appliance. Users who access the Administrator Console and User Console using these accounts are referred to as locally authenticated.

As an alternative to local authentication, you can set up external authentication through an external LDAP server. See Using an LDAP server for user authentication.

Types of locally authenticated user accounts include:

•
System-level user accounts. Accounts that enable users to log in to the System Administration Console to manage appliance settings, such as the appliance host name and network settings. System-level user accounts include the default admin account for the appliance. These accounts also enable access to organization-level components (admiui) and the User Console. See Managing System-level user accounts.
•
Organization user accounts. Accounts that enable users to log in to the Administrator Console Organization level (Administrator Console ) to manage organization-specific components. These components may include Inventory, Assets, Distribution, Scripting, Security, Service Desk, and User Console depending on the user's role. See Managing organization user accounts.

About locale settings

About locale settings

Locale settings determine the language used for text in the interfaces. You can select locale settings for the Command Line Console, Administrator Console, and User Console.

See Configuring locale settings.

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