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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

Edit the monitoring Log Enablement Package (LEP) for a Windows Server 2008 or higher device

Edit the monitoring Log Enablement Package (LEP) for a Windows Server 2008 or higher device

You can add, remove, and configure performance counters in a monitoring LEP installed on a server.

The Log Enablement Package has been installed on the device. See Install one or more LEPs on monitored devices.

1.
On the device you want to monitor, start the Performance Monitor, expand the Data Collector Set folder, then expand the User Defined folder.
2.
Select the LEP-defined Data Collector Set.
3.
Optional: If the package is running, right-click the set name and select Stop.
4.
In the right pane, right-click the DataCollector and select Properties to display the Properties dialog.
5.
Use the tabs on the Properties dialog to edit the package:

Option

Description

Alerts

The Alerts tab enables you to edit the threshold attribute and interval attribute of a performance counter. You can also add and remove counters using this tab.

To configure the performance counter:

1.
Select the counter in Performance counters.
2.
Edit the alert trigger using the Alert when drop-down list and the Limit field.
3.
Edit the collection interval using the Sample interval and Units drop-down menus.
4.
Click OK to save the changes.

To add a performance counter to this LEP:

1.
Click Add to display the add counters dialog.

Performance counters for applications installed locally appear in Available counters. You can also select objects and counters from a remote system if you use the list in Select counters from computer or use Browse.

2.
In Available counters, select the counter or counters you want to add, and click Add >>.
3.
Click OK to return to the Properties dialog.

To remove a performance counter from this LEP:

1.
Select the counter in Performance counters.
2.
Click Remove.
3.
Click OK to save the changes.

Alert Action

The objective of the package is to have events logged in the event log so that the monitoring capability of the appliance can pick up an alert, so the check box for Log an entry in the application event log should remain selected.

Alert Task

If you want to set a task to run when the alert is triggered, you define that task on this tab.

6.
Click OK at the bottom of the Properties dialog to return to Performance Monitor.
7.
In the User Defined folder, right-click the package and select Start to start the monitoring.

Edit the monitoring Log Enablement Package (LEP) for a Windows Server 2003 device

Edit the monitoring Log Enablement Package (LEP) for a Windows Server 2003 device

You can add, remove, and configure performance counters in a monitoring LEP installed on a server.

The Log Enablement Package has been installed on the device. See Install one or more LEPs on monitored devices.

1.
On the device you want to monitor, start the Performance Monitor, and expand the Performance Logs and Alerts folder.
2.
Click Alerts, and in the details pane, right-click the LEP you want to edit.
3.
Optional: If the package is running, select Stop after you right-click the LEP name.
4.
Right-click the LEP name again, if necessary, and select Properties to display the Properties dialog.
5.
Use the General tab on the Properties dialog to edit the package:
a.
Select a performance counter in Counters to display its current configuration.
b.
Edit the alert trigger using the Alert when the value is drop-down list and the Limit field.
c.
Edit the collection interval using the Interval and Units drop-down menus for Sample data every.
d.
Set account permissions in Run as.
▪
By default, the package runs using the System account permission. To continue to use System account permission, leave <Default> as the entry in Run as.
▪
Built-in groups have access to the following Performance Monitor features:

Group

Capabilities

Members of the local Administrators group

All Performance Monitor features are available

Members of the Users group
•
Can change the Performance Monitor display properties
•
Can view log files in Performance Monitor
•
Cannot create an Alert Setting

Members of the Performance Monitor Users group
•
Can use all features available to the Users group
•
Can view real-time logs in Performance Monitor and alter Performance Monitor display properties in real time
•
Cannot create or modify Alert Settings

Members of the Performance Log user group
•
Can use all features available to the Performance Monitor Users group
•
Can create and modify Alert Settings after the group is assigned the log on as a batch user
6.
Optional: Add a performance counter to the LEP:
a.
On the Properties dialog, click Add to display the Add Counters dialog.
When Use local computer counter is selected, performance counters for applications installed locally appear in Select counters from list. You can also select objects and counters from a remote system if you use the list in Select counters from computer.
b.
In Select counters from computer, select the counter or counters you want to add, and click Add.
c.
Click OK to return to the Properties dialog.
7.
Optional: Remove a performance counter from the LEP:
a.
On the Properties dialog, select the counter in Counters.
b.
Click Remove.
c.
Click OK to save the changes.
8.
Click OK at the bottom of the Properties dialog to return to Performance Monitor.
9.
In the details pane, right-click the LEP and select Start to start the monitoring.

Managing monitoring for devices

Managing monitoring for devices

Pause monitoring for a device
Pause or resume monitoring for multiple devices
Set the polling interval and any automatic dismissal or deletion of alerts
Disable ping probe
Receive alerts when device configurations change
Schedule a Maintenance Window during which time alerts are not collected from a device
Create and assign monitoring-specific roles
Disable monitoring for one or more devices
Enable monitoring for one or more devices

After a device has monitoring enabled, you can configure how and when monitoring takes place, and manage monitoring on a per-device basis.

Pause monitoring for a device

Pause monitoring for a device

You can pause monitoring if you want to prevent the monitoring function from producing alerts while you work on, or make changes to, a device.

* 
NOTE: If you want to pause monitoring on a set schedule to accommodate regular maintenance tasks, you can set Maintenance Window schedules. See Schedule a Maintenance Window during which time alerts are not collected from a device.

If you want to pause or resume multiple devices at the same time, see Pause or resume monitoring for multiple devices.

1.
Go to the Monitoring 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 Monitoring, then click Devices.
c.
Click the device in the Device column to display its Monitoring Detail page.
2.
Select the option button for Paused and click Save.

An icon in the Status column on the Device page in the Inventory section indicates the paused status:

•
: Server monitoring is paused on this Agent-managed device.
•
: Server monitoring is paused on this Agentless-managed device.
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