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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

Schedule metering and inventory collection intervals

Managing metering and scheduling inventory collection

Schedule metering and inventory collection intervals

Metering is available for Software Catalog applications only. Metering is not available for applications that appear on the Software page.

For information about enabling metering, see About metering information.

Schedule metering and inventory collection intervals

Metering and inventory collection intervals determine the frequency with which metering and inventory information is collected from managed devices. If the Organization component is enabled on your appliance, you can schedule the metering and inventory collection intervals separately for each organization.

1.
Do one of the following:
◦
If the Organization component is enabled on your 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 next to the login information. Then click Organizations. To display the organization’s information, click the organization’s name.

On the Organization Detail page that appears, locate the Communication and Agent Settings section.

◦
If the Organization component is not enabled on your appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin. Then select Settings > Provisioning., and click Communication Settings on the Provisioning panel.

The Communication Settings page appears.

2.
In the Agent and Communication Settings section, specify the following settings:

Option

Suggested Setting

Notes

Agent Logging

Enabled

Whether the appliance stores scripting results provided by Agents installed on managed devices. Agent logs can consume as much as 1GB of disk space in the database. If disk space is not an issue, enable Agent Logging to keep all log information for Agent-managed devices. These logs can be useful during troubleshooting. To save disk space, and enable faster Agent communication, disable Agent Logging.

Agent Inventory

12 hours

The frequency at which Agents on managed devices report inventory. This information is displayed in the Inventory section.

Agentless Inventory

1 Day

The frequency at which Agentless devices report inventory. This information is displayed in the Inventory section.

Catalog Inventory

24 hours

The frequency at which managed devices report inventory to the Software Catalog page.

Metering

4 hours

The frequency at which managed devices report metering information to the appliance. Requires metering to be enabled on devices and applications.

Scripting Update

4 hours

The frequency at which Agents on managed devices request updated copies of scripts that are enabled on managed devices. This interval does not affect how often scripts run.

3.
Click Save.

Using Application Control

Using Application Control

Requirements for blocking applications
How applications are blocked
About denying access to application editions that share executable files
Applications that cannot be blocked
Apply the Application Control label to devices
Mark applications and suites as Not Allowed
View applications and suites that are marked as Not Allowed
Create reports showing applications marked as Not Allowed
Remove the Not Allowed designation from applications

Application Control enables you to mark applications as Not Allowed and block them or prevent them from running on Agent-managed Windows and Mac devices. This is useful if you want to restrict specific applications from running in your environment.

Application Control enables you to:

•
Prevent specific applications from running on Agent-managed Windows or Mac devices. This feature is not available for Linux or Agentless devices. See Requirements for blocking applications.
•
Create reports on applications that are marked as Not Allowed. See Create reports showing applications marked as Not Allowed.
•
Search for applications that are marked as Not Allowed using Advanced Search. See Searching for information and filtering lists.

Applications marked as Not Allowed are organization-specific. If the Organization component is enabled on your appliance, you mark applications as Not Allowed for each organization separately.

Requirements for blocking applications

Requirements for blocking applications

Application Control requirements must be met for applications to be blocked.

To block applications and prevent them from being launched on managed devices, you must:

•
Install the KACE Agent version 6.0 or higher on devices. Application Control is not available for Agent versions lower than 6.0, and it is not available for Linux or Agentless devices. See Updating the KACE Agent on managed devices.
•
Apply a label that has Application Control enabled, to devices. This enables the Agent to monitor application launches, including applications that are marked as Not Allowed. See Apply the Application Control label to devices.
•
Mark applications as Not Allowed. Windows and Mac applications can be marked as Not Allowed only if they are in the Software Catalog as Discovered, Not Discovered, or Locally Cataloged applications. Applications that are Uncataloged cannot be marked as Not Allowed until they are added to the Software Catalog. See Adding applications to the Software Catalog. Linux applications cannot be marked as not allowed.
•
Specify the version of the application to be blocked. For example, if you want to block all versions of Adobe Acrobat®, you must mark all versions of the application as Not Allowed. For example, Acrobat 8.x, Acrobat 9.x, and so on. However, when you mark a suite as Not Allowed, all of the applications in the suite are also marked as Not Allowed. If an application that runs on both Windows and Mac devices is marked as Not Allowed, that application is blocked on both Windows and Mac devices.

How applications are blocked

How applications are blocked

When an application that is marked as Not Allowed is launched on a managed device that has an Application Control-enabled label applied, the Agent terminates the application and displays a message on the device.

The message shows the application name and indicates that the application has been terminated because it is on the Not Allowed list. Applications that are terminated are identified in the local database that records software usage.

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