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KACE Systems Management Appliance 14.1 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 About Remote Control 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

Disable appliance linking

Disable appliance linking

If Quest KACE appliances have been linked, you can disable linking as needed. After appliance linking is disabled, you can continue to switch to, and control, other appliances until you log off.

* 
NOTE: This section explains how to disable linking on the appliance. For KACE SDA instructions, see the Help for that appliance.
1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Link Settings to display the Linked Appliance Enablement page.
3.
Clear the Enable Appliance Linking check box.
4.
Click Save.

Configuring history settings

Configuring history settings

About history settings
Managing settings history
Managing asset history
Managing object history
Using change history information

You can configure (subscribe to) and view the history of changes made to settings, assets, and objects on the appliance.

About history settings

About history settings

The appliance enables you to configure (subscribe to) and view the history of changes to settings, assets, and objects.

•
Settings: Tracked items include general settings as well as settings for MIA devices, patch subscriptions, and user authentication, among others. See Managing settings history.
•
Assets: Tracked items include devices, cost centers, departments, licenses, locations, applications, vendors, and user-created Asset Types. See Managing asset history.
•
Objects: Tracked items include alerts, labels, patch schedules, Replication Shares, reports, scripts, and applications among others. See Managing object history.

This history includes the date the change was made, the user who was logged in when the change was made, and the nature of the change. This information can help in troubleshooting system management issues, and you can export this information in CSV (comma-separated value) or custom report format.

History lists are informational only. You cannot use history lists to revert to previous states or undo changes.

Managing settings history

Managing settings history

Configure settings history subscriptions for organizations
Configure settings history subscriptions for organizations
View settings history

You can configure (subscribe to) and view the history of changes made to settings. Configuration options differ, depending on whether the Organization component is enabled on your appliance.

•
If the Organization component is not enabled: View all history lists and configuration settings under Settings > History. For instructions, see Configure settings history subscriptions for organizations.
•
If the Organization component is enabled: View history lists and configuration settings for each organization, and for the System level, separately. For instructions, see .
Configure settings history subscriptions for organizations

You can configure settings history subscriptions for the appliance or, if the Organization component is enabled, for the selected organization.

1.
Go to the Settings History Configuration 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 Settings, then click History.
c.
In the Subscriptions section, click Settings.

The options on this page differ, depending on whether the Organization component is enabled on your appliance. For appliances with the Organization component enabled, additional options are available at the System level.

2.
In the drop-down list for history retention, select the length of time for changes to be retained by the appliance and to appear in the history list. Select Forever to keep all changes. Select Disabled to erase the existing history list and prevent the appliance from adding changes to the list.
Important:
 
IMPORTANT: Setting history retention to very long periods, such as several months or Forever, might result in slower page loading for items in the Inventory section.
3.
In the Category and Field Selection section, select the check boxes next to the settings you want to track; clear the check boxes next to the settings you do not want to track.
4.
To select fields within a setting:
a.
With the check box for a setting selected, click the Edit button next to the setting: .
The field selection dialog appears.
b.
Choose the fields whose history you want to track, then click OK.
5.
Click Save.
6.
Optional: If you have multiple organizations, repeat the preceding steps for each organization.
Configure settings history subscriptions for organizations

You can configure settings history subscriptions for the appliance or, if the Organization component is enabled, for the selected organization.

1.
Go to the Settings History Configuration 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 Settings, then click History.
c.
In the Subscriptions section, click Settings.

The options on this page differ, depending on whether the Organization component is enabled on your appliance. For appliances with the Organization component enabled, additional options are available at the System level.

2.
In the drop-down list for history retention, select the length of time for changes to be retained by the appliance and to appear in the history list. Select Forever to keep all changes. Select Disabled to erase the existing history list and prevent the appliance from adding changes to the list.
Important:
 
IMPORTANT: Setting history retention to very long periods, such as several months or Forever, might result in slower page loading for items in the Inventory section.
3.
In the Category and Field Selection section, select the check boxes next to the settings you want to track; clear the check boxes next to the settings you do not want to track.
4.
To select fields within a setting:
a.
With the check box for a setting selected, click the Edit button next to the setting: .
The field selection dialog appears.
b.
Choose the fields whose history you want to track, then click OK.
5.
Click Save.
6.
Optional: If you have multiple organizations, repeat the preceding steps for each organization.
View settings history

If history subscriptions are configured to retain information, you can view the history of changes made to settings.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click History.
3.
In the Reporting section, click Settings to display the Settings History page.
4.
To filter the list, select Type or User in the View By drop-down list, which appears above the table on the right.
The list is redisplayed and shows only those items that match the Type or User you selected.
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