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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

Configuring Service Desk

Configuring Service Desk

System requirements
About Service Desk
Overview of setup tasks
Import tickets from another system
Configuring Service Desk business hours and holidays
Configuring Service Level Agreements
Configuring Service Desk ticket queues
Configuring ticket settings
Customizing the User Console home page
Using the Satisfaction Survey
Enable or disable security for Service Desk attachments

Configuring the Service Desk entails setting up roles, user authentication, labels, ticket and email settings, queues, and customizations.

System requirements

System requirements

To use the Service Desk, you must have an appliance, an email server, and user account information.

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Appliance requirements: To use Service Desk, you must have an appliance set up and configured. See information on setting up the appliance server in Configuring the appliance.
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Email server requirements: You must have one of the following types of email servers for sending and receiving Service Desk email:
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A POP3 email server. See About POP3 email accounts.
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An email server, such as the Microsoft Exchange Server. For instructions on configuring this server to connect to the appliance, see Configuring SMTP email servers.
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User account information: User account information can be stored in an LDAP-compliant directory service such as Microsoft Active Directory. Storing user account information allows Service Desk to efficiently find and import data that it uses to authorize users and identify anything else that you want to track. You can filter groups of users or other entities by referencing their LDAP attributes, such as organizational units, domain components, and relative distinguished names. See Configuring user accounts, LDAP authentication, and SSO.

If your organization is small, you can eliminate this requirement by creating the required user account information manually, one user at a time. For more information about creating users manually, see Setting up Service Desk.

About Service Desk

About Service Desk

Service Desk is the default name for the end-user trouble-ticket tracking system that is part of the appliance User Console. The Service Desk enables end users to submit trouble tickets through email or through the User Console.

Your help desk team manages these tickets through email, the Administrator Console, http://appliance_hostname/admin, or the KACE GO app. You can customize the categories and fields associated with tickets as needed.

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NOTE: In previous versions of the appliance, Service Desk was referred to as Help Desk. If you upgraded from a previous release, you might see Help Desk or a custom phrase on the tab in the Administrator Console. You can change this label as described in Rename Service Desk titles and labels.

Overview of setup tasks

Overview of setup tasks

You can configure Service Desk to meet your company policies and branding requirements.

Setup tasks include:

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Set up User Roles and labels: Create permission-based roles to manage user access. See Setting up roles for user accounts.
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Set up user accounts: All Service Desk users and administrators must have authenticated user accounts. See Configuring user accounts, LDAP authentication, and SSO.
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Customize ticket information: Add ticket categories, status, impact, and priority properties as needed. Identify additional information to include in tickets. See Configuring ticket settings.
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Customize email templates: Configure the Service Desk email templates used to send notifications. See Configure email templates.
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Set up email notifications: Configure the events that trigger email notifications. See Configuring email settings.
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Set up queues and processes:
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Queues: Use queues to organize tickets or to handle different types of tasks, such as hardware tasks and software tasks. See Configuring Service Desk ticket queues.
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Processes: Use processes to set relationships between tickets that are parts of major or sequential tasks. You can also establish relationships by using parent-child relationships within tickets. See Using Service Desk processes.
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Set up ticket rules: Configure the rules that Service Desk uses to process tickets. See About Ticket Rules
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Decide whether to offer a Satisfaction Survey to users: See Using the Satisfaction Survey.
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Configure company business hours and holidays: Define your company's hours of operation and recognized holidays. These hours and holidays are used in determining ticket due dates and Service Level Agreement violations. See Configuring Service Desk business hours and holidays.
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Configure Service Level Agreements (SLAs): Configure the SLAs used in calculating ticket due-dates and SLA violations. See Enable Service Level Agreements.
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Configure User Console home page settings: Change the logo and welcome information on the User Console home page. Or, show or hide quick actions and announcements as well as links to Knowledge Base articles, tickets, and other items. See:
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Change the User Console logo and login text at the Admin-level
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Show or hide action buttons and widgets on the User Console home page
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Add, edit, hide, or delete User Console announcements
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Add, edit, or delete custom links on the User Console home page
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Show or hide links to Knowledge Base articles on the User Console home page
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