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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

Using the ticket escalation process

Using the ticket escalation process

Understanding ticket states
Understanding the escalation time limit
Understanding escalation
Changing ticket escalation settings
Change the list of escalation email recipients
Change the Response and Resolution time limits
Change the default escalation email message

The Service Desk ticket escalation process is a mechanism for alerting Service Desk staff and supervisors when a ticket is ignored for a specified period of time.

When a ticket meets certain criteria, email is sent to the specified group alerting them that a ticket has been ignored. This provides a way to monitor service level agreements and automatically notify the appropriate staff members when a ticket has not been handled properly.

An escalation email is sent at the end of the escalation time limit for tickets with:

•
A Status of Opened.
•
A Priority that includes an escalation time.

The following example shows the default ticket statuses, priorities, and escalation settings. These settings direct the Service Desk to send an escalation email for tickets with a Status and State of Opened and a Priority of High, after 30 minutes of inactivity.

You can:

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Configure an escalation email for tickets with other priorities.
•
Change the escalation time limits.
•
Determine who receives an escalation email.
•
Customize the email form as needed.
* 
NOTE: Ticket escalation and Service Level Agreements are two separate notification activities. Ticket escalation notifications are based on the duration a ticket has been opened for, while Service Level Agreement notifications are based on the due date of a ticket. Ticket escalation does not consider Business Hours and Holidays.

Understanding ticket states

Understanding ticket states

Service Desk ticket states identify the current state of the ticket. States include Opened, Stalled, and Closed.

Tickets can be escalated only if they are in the Opened state. This requirement is not configurable.

* 
NOTE: Using the default settings, tickets must have a priority of High and a status of Opened to be escalated.

Understanding the escalation time limit

Understanding the escalation time limit

As soon as a Service Desk ticket is assigned the state of Opened, a timer begins counting toward the escalation time limit.

Any change to the ticket resets the timer. If the timer runs out, an escalation email is sent and the timer starts again. If no changes are made to the ticket, the timer is reset. An escalation email is sent each time the escalation time limit is reached. By default, the escalation email is sent every 30 minutes until the ticket is changed.

Understanding escalation

Understanding escalation

When Service Desk tickets are escalated, email messages are sent to recipients as specified in the queue settings.

You can choose to send escalation email to:

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Ticket owners
•
Ticket submitters
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Users with the technical skills to resolve issues
•
Users with the authority to dedicate more resources to the problem

The Email on Events section of the Queue Detail page, and the Category CC list on each ticket, determine who receives escalation email messages.

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