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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

View downloaded patches

View downloaded patches

The Patch Catalog list displays the patch detection signatures that have been downloaded for subscribed patches.

1.
Go to the patch Catalog 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Catalog.
2.
Use this drop-down list to list the patches.
◦
View By: Control the patches shown in the list based on the drop-down list selection.

Column

Description

All Patches

View all patches.

Label

View patches tagged with a label. This information is only visible if there are labels created.

Status

View Active, Disabled, or Inactive patches.

Download Status

View patches that are Downloaded or Not Downloaded.

Severity

Filter the patch list by the importance specified by vendors, such as Microsoft. Severity levels include Critical, Important, Low, and so on.

Most Recent

View patches that were most recently added. You can display the patches added in the Last 1 Month, Last 6 Months, Last 1 Year, or Last 2 Years.

Year

Filter the patch list by the year the patch was released.

Operating System

Filter the patch list by operating system.

3.
The following information appears in columns on the Patch Catalog page:

Column

Description

Status

The status of the patch: Active, Inactive, or Disabled.

•
Active: Patches that you subscribe to, that are downloaded, and that are ready to detect or deploy.
•
Inactive: Patches that you subscribe to, but that have been marked as inactive to prevent them from being detected or deployed automatically.
•
Disabled: Patches that do not match your subscription. These patches can only be detected when the Detect Disabled Patches option is enabled in your patch subscription. These patches cannot be deployed unless they meet the subscription criteria.

Package

The patch identification information. Labels applied to the patch are also displayed in this column.

Name

The name of the patch.

Released

The date the patch became available.

Publisher

The name of the publisher of the patch.

Severity

The importance of the patch as determined by the publisher, such as Microsoft.

Reboot

Whether devices must be rebooted to complete the patching process.

Compliance

The percentage of patches installed versus scheduled.

Installed

The number of devices that have received the patch.

Missing

The number of devices that have been detected as needing the patch and that are waiting for deployment.

Error

The number of devices that have failed the maximum number of deployment attempts. The maximum number of deployment attempts is configured in the patch schedule. See Configuring patch schedules.

Size

The size of the patch file.

•
Black color: Inactive or Disabled patches.
•
Red color: Patches to which you are subscribed; however, no associated packages for this patch have been downloaded at this time. To see which associated packages are missing, click the patch name to view the patch detail page.
•
Size = 0: None of the patch packages are downloaded.
•
Actual size (other than zero): At least one of the patch packages has been downloaded.

Superseded

Patches that have been replaced by other patches and are no longer required.

View patch details

View patch details

Patch details include vendor information, deployment status, and notes. In addition, you can assign labels to patches when you view patch details.

1.
Go to the Patch 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Catalog.
d.
Click a patch name.
The Patch Detail page appears, displaying complete information about the patch.

Resetting the number of patch deploy attempts

Resetting the number of patch deploy attempts

Reset the number of patch deploy attempts from the patch Catalog
Reset the number of patch deploy attempts from the patch detail page

When a patch deployment has been attempted the configured maximum number of times, the number of retries can be reset.

To configure a maximum number of deploy attempts, see Configuring patch schedules.

There are two places the number of deployment attempts can be reset: the Catalog list and the Patch Detail page.

•
To reset the number of patch deploy attempts from the patch catalog list, see Reset the number of patch deploy attempts from the patch Catalog.
•
To reset the number of patch deploy attempts from the patch detail page, see Reset the number of patch deploy attempts from the patch detail page.
Reset the number of patch deploy attempts from the patch Catalog

When a patch deployment has been attempted the configured maximum number of times, the number of retries can be reset from the patch Catalog page.

1.
Go to the patch Catalog 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Catalog.
2.
Select the check box next to one or more patches/bulletins in the list then select Choose Action > Reset Tries.
The number of deploy attempts are reset to 0.
Reset the number of patch deploy attempts from the patch detail page

When a patch deployment has been attempted the configured maximum number of times, the number of retries can be reset from the patch detail page.

1.
Go to the Catalog 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Catalog.
2.
Do one of the following to display the Patch Detail page:
◦
If the Show drop-down list is set to Applicable Packages or All Packages, click the name of the package, and then click the name of a patch within the package.
◦
If the Show drop-down list is set to Individual Patches, click the name of a patch.
3.
Scroll down to the Deployment Status section and click the Reset Tries button.
The number of deploy attempts is reset to 0.

Reset the number of patch deploy attempts from the patch Catalog

Resetting the number of patch deploy attempts

Reset the number of patch deploy attempts from the patch Catalog
Reset the number of patch deploy attempts from the patch detail page

When a patch deployment has been attempted the configured maximum number of times, the number of retries can be reset.

To configure a maximum number of deploy attempts, see Configuring patch schedules.

There are two places the number of deployment attempts can be reset: the Catalog list and the Patch Detail page.

•
To reset the number of patch deploy attempts from the patch catalog list, see Reset the number of patch deploy attempts from the patch Catalog.
•
To reset the number of patch deploy attempts from the patch detail page, see Reset the number of patch deploy attempts from the patch detail page.
Reset the number of patch deploy attempts from the patch Catalog

When a patch deployment has been attempted the configured maximum number of times, the number of retries can be reset from the patch Catalog page.

1.
Go to the patch Catalog 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Catalog.
2.
Select the check box next to one or more patches/bulletins in the list then select Choose Action > Reset Tries.
The number of deploy attempts are reset to 0.
Reset the number of patch deploy attempts from the patch detail page

When a patch deployment has been attempted the configured maximum number of times, the number of retries can be reset from the patch detail page.

1.
Go to the Catalog 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Catalog.
2.
Do one of the following to display the Patch Detail page:
◦
If the Show drop-down list is set to Applicable Packages or All Packages, click the name of the package, and then click the name of a patch within the package.
◦
If the Show drop-down list is set to Individual Patches, click the name of a patch.
3.
Scroll down to the Deployment Status section and click the Reset Tries button.
The number of deploy attempts is reset to 0.
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