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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

Configure Service Desk business hours

Configure Service Desk business hours

You can configure the Service Desk to account for business hours when calculating due dates for tickets. If you have multiple organizations, you configure business hours for each organization separately.

After you configure Service Desk business hours, you need to enable ticket queues to use those hours in their Service Level Agreement (SLA) settings.

1.
Go to the Business Hours page:
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 Service Desk, then click Configuration.
c.
On the Configuration panel, in the Business Hours and Holidays section, click Define business hours.
2.
For each day of the week, specify the hours of operation by providing the starting and ending time, by selecting the Open 24 Hours check box, or by selecting the Closed check box.
3.
Click Save.

Configure queues to use business hours in SLAs. See Configure ticket queues.

Configure Service Desk holidays

Configure Service Desk holidays

You can configure the Service Desk to account for company holidays when calculating due dates for tickets. If you have multiple organizations, you configure the holiday schedule for each organization separately.

After you configure Service Desk holidays, you need to enable ticket queues to use those holidays in their Service Level Agreement (SLA) settings.

1.
Go to the Holidays page:
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 Service Desk, then click Configuration.
c.
On the Configuration panel, in the Business Hours and Holidays section, click Define holidays.
2.
Click Add Holiday to add a new holiday to the list. Click the Edit button next to a holiday to edit it: . Click the Delete button next to a holiday to remove it: . Holidays in the list can be filtered by year by selecting a year in the Filter by Year drop-down list.
3.
Click Save.

Configure queues to use holidays in SLAs. See Configure ticket queues.

Configuring Service Level Agreements

Configuring Service Level Agreements

Enable Service Level Agreements

Service Level Agreements (SLAs) are the rules used to calculate the expected resolution time, or due dates, for Service Desk tickets based on ticket priority.

You can set the expected resolution time for each ticket priority, and you can enable SLAs to take the defined business hours and holidays into consideration when calculating due dates. For example, if tickets with a priority of Low are set to be resolved in two days, and a Low priority ticket is submitted the day before a holiday, the holiday is excluded from the two-day resolution time when calculating the due date.

In addition, if notifications and email events are enabled, email is sent to users specified in the SLA Violation email event when tickets are overdue. The frequency of email notifications is configured in the SLA settings, and notifications are sent according to that frequency, even if that frequency includes non-working hours or holidays.

Enable Service Level Agreements

Enable Service Level Agreements

Service Level Agreements (SLAs) define the time allowed to resolve tickets in each queue. If you have multiple Service Desk queues, you configure SLA settings for each queue separately.

SLAs are based on the priority values defined in the queue, so these values should be defined before SLAs are configured. See Customize ticket priority values. In addition, SLAs can use business hours and holidays only if those hours and holidays have been defined. See Configuring Service Desk business hours and holidays.

1.
Go to the Service Desk Queue Detail page:
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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Create and manage queues in Queue section.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
Go to the Service Level Agreement tab. A row is displayed for each priority value defined for the queue. See Customize ticket priority values.
3.
For each Priority, such as High, Medium, and Low, specify the following settings:

Option

Description

Response SLA Enabled?

Whether the SLA is enabled for the priority. Select the check box to enable the SLA, clear the check box to disable it.

* 
NOTE: If the Service Level Agreement is enabled for a Priority, the ticket due date is calculated automatically based on the Resolution Time defined for that priority. Any user who has Modify Permission on the DUE_DATE field is able to override this automatically calculated date.

Response Time

The time, in hours or minutes, for the enabled priority. This time period is used to automatically calculate a ticket's due date and time based on the date and time the ticket is submitted.

Use Business Hours/Holidays(Response SLA)

Whether to use the configured business hours and holidays when calculating ticket due dates for each priority. Select the check boxes to use these settings. See Configuring Service Desk business hours and holidays.

Resolution SLA Enabled?

Whether the SLA is enabled for the priority. Select the check box to enable the SLA, clear the check box to disable it.

* 
NOTE: If the Service Level Agreement is enabled for a Priority, the ticket due date is calculated automatically based on the Resolution Time defined for that priority. Any user who has Modify Permission on the DUE_DATE field is able to override this automatically calculated date.

Resolution Time

The time, in hours or minutes, for the enabled priority. This time period is used to automatically calculate a ticket's due date and time based on the date and time the ticket is submitted.

Use Business Hours/Holidays(Resolution SLA)

Whether to use the configured business hours and holidays when calculating ticket due dates for each priority. Select the check boxes to use these settings. See Configuring Service Desk business hours and holidays.

Resolution SLA Violation Notification Recurrence

The time, in hours or minutes, for email notifications to be sent. A recurring email notification is sent when a ticket has passed its due date and is not yet resolved. The email is sent to the users specified in the SLA Violation email event, if configured in the Email on Events section. See Configuring email triggers and email templates.

* 
NOTE: To send a single email notification with no recurrence, enter 0.
4.
Click Save.
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