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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 Roles and User Roles

Managing Organization Roles and User Roles

Available default roles
Add or edit Organization Roles
Duplicate Organization Roles
Delete roles

If the Organization component is enabled on your appliance, there are two types of roles: Organization Roles, which are applied to organizations, and User Roles, which are applied to individual user accounts.

If the Organization component is enabled on your appliance, there are two types of roles: Organization Roles, which are applied to organizations, and User Roles, which are applied to individual user accounts.

This section describes the default Organization and User Roles, and explains how to manage Organization Roles. For information about managing User Roles, see About user accounts and user authentication.

Available default roles

Available default roles

Default roles provide a variety of permission settings for organizations and users.

The following roles are available by default.

Role

Description

Organization Roles

Organization Roles are supersets of permissions that are assigned to organizations, and they define the permissions that are available to organization users. For example, if an organization is assigned an Organization Role that has the Distribution tab hidden, users in that organization, including the Admin user, cannot access the Distribution tab.

* 
NOTE: Organization Roles are available only on appliances with the Organization component enabled.

Default Role

The Default Role in the Organization Roles section has Write and Read permission for all tabs. You can create additional Organization Roles, but you cannot edit or delete the Default Role.

User Roles

Roles assigned to users to control their access to the Administrator Console and User Console. If the Organization component is enabled on your appliance, the permissions available to these roles depends on the Organization Role assigned to the organization.

Administrator

The most powerful user role on the appliance. By default, users with the Administrator role have permission to see or change information and settings. This includes promoting or demoting other users by changing their roles. The Administrator role cannot be altered or deleted. Assign this role only to trusted administrators.

Staff members assigned the Administrator role have permission to manage and modify Service Desk tickets from the Tickets tab in the Administrator Console, though they might not be able to own tickets themselves.

Users with the Administrator role can also use the security, scripting, and distribution features to resolve Service Desk tickets, then document the issues in the Knowledge Base.

The Administrator role primarily interacts with the appliance through the Administrator Console.

No Access

Users with this role cannot log on to the Administrator Console or User Console.

Read Only Administrator

This role has the ability to view but not change any information or settings in the appliance. This role is useful for oversight personnel, such as supervisors.

This role primarily interacts with the appliance through the Administrator Console.

User Console Only

This role is for appliance users. By default, this role has permission to create, view, and modify Service Desk tickets.

This role interacts with the appliance exclusively through the User Console.

Add or edit Organization Roles

Add or edit Organization Roles

You can add or edit Organization Roles as needed.

Before you create organizations, create the Organization Roles you want to assign to those organizations as described in this section. Organization Roles define the permissions that are available to organization users.

1.
Go to the Organization Role Detail page:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Organizations, then click Roles.
c.
Display the Organization Role Detail page by doing one of the following:
▪
Click the name of a role.
▪
Select Choose Action > New.
* 
NOTE: You cannot edit the Default Role.
2.
Provide the following information:

Option

Description

Name

(Required) Enter a name for the role.

Description

(Optional) Enter a description of the role.

3.
To assign Administrator Console permissions:
◦
In the Administrator Console Permissions section, click a component name to expand it, or click Expand All to expand all components.
◦
To assign the same access level to all sections, select All Write, All Read, or All Hide.
◦
To assign different access levels to different sections, select the Custom option, then select an access level in the drop-down list next to the name of each section.
4.
To assign User Console permissions:
◦
In the User Console Permissions section, click the User Console link to expand the permissions section.
◦
To assign the same access level to all sections of the User Console, select All Write, All Read, or All Hide.
◦
To assign different access levels to different sections, select the Custom option, then select an access level in the drop-down list next to the name of each section.
5.
Click Save.
* 
NOTE: If you assign the Hide permission to General and User Authentication under Settings, the Control Panel is hidden.

The role appears on the Roles page. When you add an organization, the role appears on the Role drop-down list. See Adding, editing, and deleting organizations.

Duplicate Organization Roles

Duplicate Organization Roles

When you duplicate an Organization Role, its properties are copied into the new role. If you are creating a role that is similar to an existing role, duplicating the role can be faster than creating a role from scratch.

1.
Go to the Organization Role Detail page:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Organizations, then click Roles.
c.
Click the name of a role.
2.
Click Duplicate at the bottom of the page to duplicate the organization details.
The page refreshes.
3.
Provide the following information:

Option

Description

Name

(Required) Enter a name for the role.

Description

(Optional) Enter a description of the role.

4.
To assign Administrator Console permissions:
◦
In the Administrator Console Permissions section, click a component name to expand it, or click Expand All to expand all components.
◦
To assign the same access level to all sections, select All Write, All Read, or All Hide.
◦
To assign different access levels to different sections, select the Custom option, then select an access level in the drop-down list next to the name of each section.
5.
To assign User Console permissions:
◦
In the User Console Permissions section, click the User Console link to expand the permissions section.
◦
To assign the same access level to all sections of the User Console, select All Write, All Read, or All Hide.
◦
To assign different access levels to different sections, select the Custom option, then select an access level in the drop-down list next to the name of each section.
6.
Click Save.
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