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KACE Systems Management Appliance 13.2 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 Agent 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
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 Managing Mac profiles 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 Maintaining device and appliance security Manage quarantined file attachments
Using reports and scheduling notifications Monitoring servers
Getting started with server 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

Structure of importable scripts

Structure of importable scripts

You can create a script in an external XML editor and import it to the appliance.

Imported scripts must conform to the following structure:

•
The root element <kbots></kbots> includes the URL of the KACE DTD "kbots xmlns="http://kace.com/Kbots.xsd">...<kbots>
•
One or more <kbot> elements.
•
Exactly one <config> element within each <kbot> element.
•
Exactly one <execute> element within each <config> element.
•
One or more <compliance> elements within each <kbot> element.

The following is an example of the XML structure for an appliance script:


<?xml version="1.0" encoding="utf-8" ?>
<kbots xmlns="http://kace.com/Kbots.xsd">
<kbot>
<config name="name="" type="policy" id="0" version="version="" description=
"description="">

<execute disconnected="false" logged_off="false">
</execute>

</config>
<compliance>
</compliance>
</kbot>
</kbots>

In the preceding example, the </config> element corresponds to the Configuration section on the Script Detail page. This element is where you specify the name of the policy or job (optional), and the script type (policy or job). Within this element you can also indicate whether the script can run when the target device is disconnected or logged off from the appliance.

You can specify whether the script is enabled and describe the specific tasks the script is to perform within the <compliance> element.

Tip:
 
TIP: To create a script that performs some of the same tasks as an existing script, duplicate the existing script, and open it in an XML editor. The script’s <compliance> element gives you an idea of how the script works, and how you can change it. See Duplicate scripts.

Import scripts

Import scripts

You can import scripts to the appliance as needed.

1.
Go to the Scripts 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 Scripting, then click Scripts.
2.
Select Choose Action > Import.
3.
Paste the existing script into the space provided, then click Save.

Duplicate scripts

Duplicate scripts

If there is a script that is similar to a script you want to create, you can duplicate that script and edit it as needed. Using duplication can be faster than creating a script from scratch.

1.
Go to the Script 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 Scripting, then click Scripts.
c.
Click the name of a script.
2.
At the bottom of the page, click Duplicate to display the Scripts page.
The duplicated script appears on the list.
3.
Click the linked name of the duplicated script to open it for editing.
See Edit scripts.

Using the Run and Run Now commands

Using the Run and Run Now commands

Run scripts from the Run Now page
Run scripts from the Script Detail page
Run scripts from the Scripts page
Monitor Run Now status and view script details

The Run and Run Now commands enable you to run scripts on target devices immediately without setting a schedule.

Running scripts without setting a schedule is useful when:

•
You suspect that devices on your network are infected with a virus or other vulnerability, and they might compromise the entire network if not resolved right away.
•
You want to test and debug scripts on a specific device or a set of devices during development.

To run Online KScripts, target devices must have an Agent connection to the appliance.

Tip:
 
TIP: To minimize the risk of deploying scripts to unintended devices, create a label that represents the devices on which you want to perform the Run Now command.

The Run Now command is available on these Administrator Console pages:

•
Run Now and Script Detail pages: Running scripts from the Scripting > Run Now page enables you to run the selected script on target devices.
•
Scripts page: Running scripts from the Scripts page using the Run Now option in the Choose Action menu enables you to run multiple scripts at the same time.
•
Mac Profile Detail: Using the Run Now command on the Mac Profile Detail page runs a script that installs or removes the selected Mac profile on target devices that have an Agent connection to the appliance.
•
Mac Profiles: Selecting Choose Action > Run on the Mac Profiles page runs scripts that install or remove multiple Mac profiles at the same time, provided that target devices have an Agent connection to the appliance.
* 
NOTE: In case you encounter an error while running a script, refer to Error codes caused by patching and scripting for a list of error codes that may help you diagnose the issue.
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