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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

Finding devices in inventory

Finding devices in inventory

Advanced Search enables you to specify values for any field present in the inventory record and search the entire inventory for those values.

This type of search is useful when you want to find devices with specific characteristics, such as a particular BIOS version, MAC address, or operating system. See Searching at the page level with advanced options.

You can also run a simple search to quickly find a specific device. For example, you can look for a device whose barcode contains specific characters.

Using alerts to find devices

You can configure alerts to automatically send email messages to administrators when devices meet the criteria you select. For example, if you want to notify administrators when devices approach disk space limits, you can set up email alerts based on disk usage. See Add notification schedules from the Reporting section.

Filtering devices by Organizational Unit

To filter devices based on Organizational Units found in LDAP or Active Directory servers, you can use LDAP Labels. See About LDAP Labels.

Labeling devices to group them

Labeling devices to group them

Add, apply, and remove manual device labels
Using Smart Labels for devices

You can use manual labels and Smart Labels to group devices. Doing so makes it possible to perform actions, such as updating software, on devices as a group.

To enable the metering of Software Catalog applications, you must apply a metering-enabled label to the devices on which the applications are installed. For more information about metering, see Using software metering.

Add, apply, and remove manual device labels

You can add manual labels and apply them to, or remove them from, devices. Manual labels remain associated with devices until the labels are manually removed from devices.

1.
Go to the Devices 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 Inventory, then click Devices.
2.
Select the check boxes next to one or more devices.
3.
Select Choose Action > Add Label.
4.
In the Add Label text box, enter a name for the label.
Tip:
 
TIP: Avoid using backslashes (\) in label names. If you need to use a backslash in a label name, add a second backslash (\\) to escape it.
5.
Click Add Label.
6.
To apply an existing label:
a.
Select the check box next to one or more devices.
b.
Select Choose Action > Apply Labels.
c.
Drag labels into Apply these labels, then click Apply Labels.
The label appears next to the device name on the Devices list.
7.
To remove a manual label:
a.
Select the check box next to one or more devices.
b.
Select Choose Action > Remove Label > Label_Name.
The label is removed from the devices.
Using Smart Labels for devices

Use Smart Labels to find and label devices automatically based on specified criteria.

For example, to track laptops in a specific office, you could create a label called “San Francisco Office,” and create a Smart Label based on the IP address range or subnet for devices located in the San Francisco office. Whenever a device that falls within the IP address range is inventoried, the Smart Label “San Francisco Office” is automatically applied. When the device leaves the IP address range, and is inventoried again, the label is automatically removed.

Smart Labels are applied to and removed from managed devices when the appliance processes device inventory. So if you create a Smart Label that enables metering on devices, it might take time for the Smart Label to be applied to devices and for devices to report metering information. Metering is enabled for devices that match the Smart Label criteria only after devices are inventoried and the Smart Label is applied.

For more information, see Managing Smart Labels.

The following table lists examples of useful Smart Labels that can be applied to devices based on inventory attributes:

Sample Label Name

Sample Criteria

Win7 Low Disk

Windows 7 devices with less than 1 GB of free hard disk space

WS2012 No 2916993

Windows Server 2012 devices without Hotfix 2916993 installed

Building 3

Devices in an IP address range known to originate in Building 3

CN Sales

Devices whose device name contains the word sales

Add, apply, and remove manual device labels

Labeling devices to group them

Add, apply, and remove manual device labels
Using Smart Labels for devices

You can use manual labels and Smart Labels to group devices. Doing so makes it possible to perform actions, such as updating software, on devices as a group.

To enable the metering of Software Catalog applications, you must apply a metering-enabled label to the devices on which the applications are installed. For more information about metering, see Using software metering.

Add, apply, and remove manual device labels

You can add manual labels and apply them to, or remove them from, devices. Manual labels remain associated with devices until the labels are manually removed from devices.

1.
Go to the Devices 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 Inventory, then click Devices.
2.
Select the check boxes next to one or more devices.
3.
Select Choose Action > Add Label.
4.
In the Add Label text box, enter a name for the label.
Tip:
 
TIP: Avoid using backslashes (\) in label names. If you need to use a backslash in a label name, add a second backslash (\\) to escape it.
5.
Click Add Label.
6.
To apply an existing label:
a.
Select the check box next to one or more devices.
b.
Select Choose Action > Apply Labels.
c.
Drag labels into Apply these labels, then click Apply Labels.
The label appears next to the device name on the Devices list.
7.
To remove a manual label:
a.
Select the check box next to one or more devices.
b.
Select Choose Action > Remove Label > Label_Name.
The label is removed from the devices.
Using Smart Labels for devices

Use Smart Labels to find and label devices automatically based on specified criteria.

For example, to track laptops in a specific office, you could create a label called “San Francisco Office,” and create a Smart Label based on the IP address range or subnet for devices located in the San Francisco office. Whenever a device that falls within the IP address range is inventoried, the Smart Label “San Francisco Office” is automatically applied. When the device leaves the IP address range, and is inventoried again, the label is automatically removed.

Smart Labels are applied to and removed from managed devices when the appliance processes device inventory. So if you create a Smart Label that enables metering on devices, it might take time for the Smart Label to be applied to devices and for devices to report metering information. Metering is enabled for devices that match the Smart Label criteria only after devices are inventoried and the Smart Label is applied.

For more information, see Managing Smart Labels.

The following table lists examples of useful Smart Labels that can be applied to devices based on inventory attributes:

Sample Label Name

Sample Criteria

Win7 Low Disk

Windows 7 devices with less than 1 GB of free hard disk space

WS2012 No 2916993

Windows Server 2012 devices without Hotfix 2916993 installed

Building 3

Devices in an IP address range known to originate in Building 3

CN Sales

Devices whose device name contains the word sales

Using Smart Labels for devices

Labeling devices to group them

Add, apply, and remove manual device labels
Using Smart Labels for devices

You can use manual labels and Smart Labels to group devices. Doing so makes it possible to perform actions, such as updating software, on devices as a group.

To enable the metering of Software Catalog applications, you must apply a metering-enabled label to the devices on which the applications are installed. For more information about metering, see Using software metering.

Add, apply, and remove manual device labels

You can add manual labels and apply them to, or remove them from, devices. Manual labels remain associated with devices until the labels are manually removed from devices.

1.
Go to the Devices 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 Inventory, then click Devices.
2.
Select the check boxes next to one or more devices.
3.
Select Choose Action > Add Label.
4.
In the Add Label text box, enter a name for the label.
Tip:
 
TIP: Avoid using backslashes (\) in label names. If you need to use a backslash in a label name, add a second backslash (\\) to escape it.
5.
Click Add Label.
6.
To apply an existing label:
a.
Select the check box next to one or more devices.
b.
Select Choose Action > Apply Labels.
c.
Drag labels into Apply these labels, then click Apply Labels.
The label appears next to the device name on the Devices list.
7.
To remove a manual label:
a.
Select the check box next to one or more devices.
b.
Select Choose Action > Remove Label > Label_Name.
The label is removed from the devices.
Using Smart Labels for devices

Use Smart Labels to find and label devices automatically based on specified criteria.

For example, to track laptops in a specific office, you could create a label called “San Francisco Office,” and create a Smart Label based on the IP address range or subnet for devices located in the San Francisco office. Whenever a device that falls within the IP address range is inventoried, the Smart Label “San Francisco Office” is automatically applied. When the device leaves the IP address range, and is inventoried again, the label is automatically removed.

Smart Labels are applied to and removed from managed devices when the appliance processes device inventory. So if you create a Smart Label that enables metering on devices, it might take time for the Smart Label to be applied to devices and for devices to report metering information. Metering is enabled for devices that match the Smart Label criteria only after devices are inventoried and the Smart Label is applied.

For more information, see Managing Smart Labels.

The following table lists examples of useful Smart Labels that can be applied to devices based on inventory attributes:

Sample Label Name

Sample Criteria

Win7 Low Disk

Windows 7 devices with less than 1 GB of free hard disk space

WS2012 No 2916993

Windows Server 2012 devices without Hotfix 2916993 installed

Building 3

Devices in an IP address range known to originate in Building 3

CN Sales

Devices whose device name contains the word sales

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