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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

Managing organization user accounts

Managing organization user accounts

Add or edit User Roles
Delete User Roles
Add or edit organization user accounts
Customize user details
Archive user accounts

Organization user accounts provide the credentials that enable users to log in to the Administrator Console or User Console and access components based on the user role assigned to their account. You can add or edit user roles and user accounts as needed.

Organization user accounts authenticate users locally on the appliance. To use an LDAP server for user authentication, see Using an LDAP server for user authentication.

Add or edit User Roles

Add or edit User Roles

User Roles are assigned to user accounts to control access to the Administrator Console and User Console. You can add or edit User Roles as needed.

However, you cannot edit the predefined roles: Administrator, No Access, Read Only Administrator, and User.

If the Organization component is enabled on your appliance, the permissions available to User Roles depends on the Organization Role assigned to the organization. See Managing Organization Roles and User Roles.

1.
Go to the Role 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 Settings, then click Roles.
c.
Display the Role Detail page by doing one of the following:
▪
Click the name of a role.
▪
Select Choose Action > New.
2.
In the Name field, provide a name, such as Service Desk Staff.
You cannot change the name of the predefined roles.
3.
If you want this role to be a default role for new roles, select the Default role for new users check box.
4.
In the Description field, provide a brief description of the role, such as Used for Service Desk Administrators.
This description appears on the Roles list. You cannot change the description of predefined roles.
5.
Set the Administrator Console permissions.
a.
Under Administrator Console Permissions, click the Expand All.
b.
Set the permissions for each component, as applicable.
6.
Set the User Console permissions.
a.
Under End User Console Permissions, click User Console to expand the list of permissions.
b.
Set the permissions for each component, as applicable.
7.
Under Device Scope, specify the devices to which you want to grant full access with this role.
Role-based user access allows administrators to restrict actions to users based on the devices associated with their user role. You can grant access to all devices with a user with a specific role (a scoped user), or only to selected devices that are associated with a label.
Tip:
 
TIP: Labels are containers that enable you to organize and categorize items, such as devices, so that you can manage them as a group. For more information about labels, see About labels.
Tip:
 
TIP: When a Smart Label is associated with a role, this is indicated on the Smart Labels list, in the Name column.
◦
To grant access to all devices in the appliance or organization (as applicable), select Scopes All Devices.
◦
To grant access only to devices associated with a specific label, click Restrict to Labels, and select a label, as required.
8.
Click Save.

The Roles page appears. When a user who is assigned to the role logs in, the appliance component bar shows the available features.

Delete User Roles

Delete User Roles

You can delete User Roles provided that they are not assigned to any users and that they are not predefined User Roles. If the Organization component is enabled on your appliance, you delete User Roles for each organization separately.

* 
NOTE: You cannot delete User Roles that are associated with one or more labels.
1.
Go to the Roles list:
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 Settings, then click Roles.
2.
Select the check box next to one or more roles.
3.
Select Choose Action > Delete, then click Yes to confirm.

Add or edit organization user accounts

Add or edit organization user accounts

You can add or edit user accounts at the organization level. If the Organization component is enabled on your appliance, you add and edit users accounts for each organization separately.

1.
Go to the User 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 Settings, then click Users.
c.
Display the User Detail page by doing one of the following:
▪
Click the name of a user.
▪
Select Choose Action > New.
* 
NOTE: There can be a maximum of 50 organization in your system. Any attempts to create more organizations result in an error message.
2.
Add or edit the following information:

Option

Description

Login

(Required) The name the user types in the Login ID field on the login page. If you are editing the default admin account, you can change the login name, however use caution when changing the login and password of the admin account. The admin account login names and passwords on all linked appliances and organizations must be the same if you want to switch between them using the drop-down list in the top-right corner of the Administrator Console. The drop-down list shows only those appliances and organizations whose admin account login names and passwords are the same.

Name

The user’s full name.

Email

The user’s primary email address.

Additional Emails

One or more additional emails the user has access to. Separate multiple entries with commas.

Domain

The Active Directory domain associated with the user.

Budget Code

The code of the financial department associated with the user.

Location

The name of the work site or building where the user is located. Click and select a location from the drop-down list that appears.

Work Phone, Home Phone, Mobile Phone, and Pager Number

The user’s telephone numbers.

Custom 1-4

Any additional information about the user or the user’s account.

Password and Confirm Password

(Required) The password the user types when logging in.

Role

(Required) The role associated with the user. Roles are assigned to user accounts to control access to the Administrator Console and User Console. Default system roles include:

•
Administrator: This user can log in to and access all features in the Administrator Console.
•
Read Only Administrator: This user can log in but cannot modify any settings in the Administrator Console.
•
Administrator Console only: This user can log in to the Administrator Console only.
•
No Access: The user cannot log in to the Administrator Console or the User Console.

You cannot change the role of the default admin account.

Locale

The locale that is displayed when the user logs in to the Administrator Console or the User Console.

Assign To Label

The label associated with the user.

Default Queue

The queue used as the default for Service Desk tickets submitted by the user.

Mobile Device Access

Enable or disable Mobile Device Access for the user. Mobile device access enables you to interact with the appliance using the KACE GO app on iOS and Android smart phones and tablets. Administrators can use the app to access Service Desk, inventory, and application deployment features.

* 
NOTE: This field is available when mobile device access is enabled on the appliance. See Configuring Mobile Device Access.

Service Desk Tickets

(Read only) Links to tickets created by the user.

Associated Assets

(Read only) Assets assigned to the user. For each user, the list shows the asset name, its type (for example, Software or Device), and the asset subtype (if applicable). You can sort the list by any column heading, as needed.

Assigned Devices

Devices assigned to the user. For each user, the list shows the device name, its subtype (if applicable), and an indication of whether a device is a primary user's device. You can sort the list by any column heading, as needed.

To assign a device to a user, click , and select an asset. If you choose a device that is already assigned to another user, the ownership of that device shifts to this user.

The first device assigned to the user becomes the primary device by default. When multiple devices are assigned to a user, any device can be set as a primary device.

3.
Click Save.
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