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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

Review Windows Feature Update schedule details

Review Windows Feature Update schedule details

When you configure a Windows Feature Update schedule, this page displays details about the schedule configuration and its status.

1.
Go to the Windows Feature Update Schedule Summary 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 Windows Feature Updates.
c.
On the Windows Feature Updates panel, click Schedules.
d.
Click the name of a Windows Feature Update schedule.
2.
Review the contents of the Configuration section.

Option

Description

Created

The date and time the schedule is created.

Modified

The date and time the schedule is last modified.

Last Run

The date and time the schedule is last run.

Name

A name that identifies the schedule. This name appears on the Windows Feature Update Schedules list page.

Action

The action associated with the schedule:

•
Detect: Scans for compatible Windows Feature Updates.
•
Detect and Stage: Scans for compatible Windows Feature Updates, and downloads the applicable files to the agent device for later deployment.
•
Detect, Stage and On-demand Deploy: Detects Windows Feature Updates that are installed or missing from managed devices, downloads the applicable files to the agent device, and causes the Windows system tray on the agent device to alert the user that the updates are ready for deployment. The user can then initiate the deployment process at their convenience.
◦
These schedules are only available for Windows devices with agents version 11.0 or later.
◦
The Agent Status Icon On Device option must be enabled in the agent communication settings. You can find these settings on the Organization Detail page, under Communication and Agent Settings (if one or more Organization components are enabled), or on the Communication Settings page (if you do not have an Organization component). For more information, see Configure Agent communication and log settings.
•
Detect and Deploy: Scans for compatible Windows Feature Updates, downloads the applicable files to the agent device, and deploys the update to the selected devices.

Description

A brief description of the Windows Feature Update schedule.

Devices

This field only appears when the schedule is configured to apply to all devices.

Windows Feature Update

The name and version of the Windows Feature Update.

Device Label

One or more Smart Labels associated with the devices against which the schedule runs. For more information, see Using Smart Labels for patching. This field only appears when the schedule is configured to apply to selected devices.

Device Name

One or more selected devices against which the schedule runs. This field only appears when the schedule is configured to apply to selected devices.

Detect Label

One or more Smart Labels associated with the scheduled updates. For more information, see Using Smart Labels for patching. This field only appears when the schedule is configured to detect selected updates.

Alerts

Detect and Deploy schedules only. The alerts displayed to users when update actions run:

•
OK: Run immediately.
•
Cancel: Cancel until the next scheduled run.
•
Snooze: Prompt the user again after the Snooze Duration.
* 
NOTE: Alerts are not available in Detect and Detect and Stage schedules.

Reboot

Detect and Deploy schedules only. The options for rebooting the managed device:

•
No Reboot: The device does not reboot even though a reboot might be required for the update to take effect. This option is not recommended because deploying updates without rebooting when required can leave systems unstable. Further, updates that require reboots are only shown as deployed after the reboot.
•
Prompt User: Waits for the user to accept the reboot before restarting the device. If the user snoozes or cancels the reboot, the update stops until a reboot occurs. Selecting a Snooze Duration in the agent dialog box that appears on the target device pauses the reboot prompt for the specified snooze interval.
•
Force Reboot: Reboots as soon as an update that requires it is deployed. Forced reboots cannot be canceled. Force Reboot works well for desktops and servers. You might not want to force reboot on laptops. Force Reboot works well with servers because they usually have no dedicated users. However, it is important to warn users that services will not be available when servers are being updated and re-booted. See Best practices for patching.

Schedule

The selected update schedule. Click View Task Schedule to see a detailed task scheduler. In the dialog box that appears, click a task to review the task details. For more information, see View task schedules.

Run on Next Connection in Offline

Indicates if the schedule runs the action the next time the managed device connects to the appliance, if the device is currently offline.

Delay Run After Reconnect

If configured, this option indicates the amount of time the schedule is delayed for. The time delay period begins when the update action is scheduled to run.

End After

If configured, this option indicates the maximum amount of time the schedule can run for. When this time limit is reached, any update tasks that are in progress are suspended.

3.
In the Schedule Status section, review the overall schedule status on any of the following tabs:

Tab

Contents

By Machine

Devices selected for updating. Each entry displays the device name, its IP address, the update status (see Fields in the Patch Schedule Detail pages), update results, and the date the update completed. You can expand a device node to view the applicable updates. Each entry shows the update ID, associated Knowledge Base article number, update name, and the current status (Installed, Not Installed, Staged, and Detect, Stage, or Deploy Failure).

By Feature Update

Updates selected for detection, staging, and deployment. Each entry displays the update ID, associated Knowledge Base article number, update name, and the numbers of devices that are updated, not updated, and those that encountered detect or deploy failures.

Installed

Updates successfully installed on devices. Each entry displays the update ID, associated Knowledge Base article number, and the update name. You can expand an update node to view the devices on which the update is installed.

Not Installed

Updates that are not installed on devices. Each entry displays the update ID, associated Knowledge Base article number, and the update name. You can expand an update node to view the devices on which the update is to be installed.

Staged

Update that are staged for installation. Staging refers to update files being copied to the agent device for later deployment. Each entry displays the update ID, associated Knowledge Base article number, and the update name. You can expand an update node to view the devices on which the update is to be installed.

Detect Failures

Incomplete updates that resulted in a detection failure. Each entry displays the update ID, associated Knowledge Base, update name, and the associated error code (see Error codes caused by patching and scripting). You can expand an update node to view the devices on which the failure is encountered.

Stage Failures

Incomplete updates that resulted in a staging failure. Each entry displays the update ID, associated Knowledge Base article number, update name, and the associated error code (see Error codes caused by patching and scripting). You can expand an update node to view the devices on which the failure is encountered.

Deploy Failures

Incomplete updates that resulted in a deployment failure. Each entry displays the update ID, associated Knowledge Base, update name, and the associated error code (see Error codes caused by patching and scripting). You can expand an update node to view the devices on which the failure is encountered.

4.
Optional. After reviewing the schedule details, you can perform any of the following actions:
◦
To edit the update schedule, click Edit. For more information, see Configure Windows Feature Update schedules.
◦
To run the update schedule, click Run Now.
◦
To make a copy of the update schedule, click Duplicate.
◦
To delete the update schedule, click Delete.

View available Windows Feature Updates

View available Windows Feature Updates

After you have subscribed to Windows Feature Updates, and the updates are downloaded, you can view the available updates.

You must subscribe to Windows Feature Update versions and select Feature Update download settings to view related updates. See:

•
Subscribe to Windows Feature Updates
•
Select patch and feature update download settings
1.
Go to the Windows Feature Update list 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 Windows Feature Updates.
c.
On the Windows Feature Updates panel, click Catalog.
2.
Search for Windows Feature Updates.
a.
Enter the search criteria into the search box.
For example, 1909.
b.
Press Enter.
The list page refreshes, showing only the Windows Feature Updates whose version is 1909.

View Windows Feature Update status

View Windows Feature Update status

Windows Feature Update details include vendor information and deployment status.

1.
Go to the Windows Feature Update 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 Windows Feature Updates.
c.
On the Windows Feature Updates panel, click Catalog.
d.
Click a Windows Feature Update name.
The Windows Feature Update Detail page appears, displaying complete information about the selected Windows Feature Update.

Managing Dell devices and updates

Managing Dell devices and updates

Differences between patching and Dell Updates
Select Dell Update download settings
Configure Dell Update schedules
View Dell Update schedules
Review Dell Update schedule details
View available Dell Updates
View Dell Update status

You can use the appliance to manage device updates from Dell.

These updates include:

•
Software and firmware for servers
•
Software and firmware for client devices
•
Some Dell-supplied applications
* 
NOTE: Server and client devices refer to Dell server and client hardware, not to their server or client OS.

Any Dell devices that need to be updated must have the Dell Open Manage Inventory Agent installed, either the client or the server version, as applicable. This component is included in all Dell Updates by default and there is no need to add it manually. If the Dell Open Manage inventory client does not exist on a target device, it is installed during the first deployment process.

* 
NOTE: Dell hardware updates only work with the KACE Agent is 11.1 or higher. Older agent versions do not support this feature.

Run the Supported Dell Models report to see which Dell computers Dell Client Updates are supported for. See Running single-organization and consolidated reports.

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