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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

N

nodes
See devices .
non-computer devices
Non-computer devices are assets such as printers, routers, network gear, and other devices that do not meet the definition of Computers. Administrators can create Asset Subtypes to track information related to specific non-computer devices. See About Asset Subtypes, custom fields, and device detail preferences.
Not Allowed applications
Not Allowed applications are applications that have been marked as Not Allowed on the Software Catalog page. Windows and Mac applications can be marked as Not Allowed only if they are classified as Discovered, Not Discovered, or Locally Cataloged applications. Applications that are Uncataloged cannot be marked as Not Allowed until they are added to the Software Catalog. Applications that are marked as Not Allowed can be blocked from running on managed devices if those devices have an Application Control-enabled label applied to them. See Using Application Control.
Not Discovered applications
Applications that do not exist in the inventory, but that do exist in the Quest KACE Software Catalog, are referred to as Not Discovered applications. You can enable metering for Not Discovered applications, mark them as Not Allowed, and add license information for them. However, because the applications have not been found in the local appliance inventory, the Not Discovered software list cannot be exported in CSV format. Compare to Discovered applications . See Not Discovered applications.
notifications
Notifications are email messages the appliance sends to administrators when devices, scan results, and assets meet specified criteria. For example, if you want to notify administrators when devices approach disk space limits, you can set up alerts based on disk usage. Notifications are sent when devices meet the specified criteria.

The appliance checks inventory against the criteria in the notification schedules at the specified frequency. When an item meets the criteria, the appliance sends email to the specified recipients.

Messages that are sent through email based on selected criteria and at scheduled intervals. See Scheduling notifications.

O

Offline KScripts
Scripts that run at a scheduled time, based on the target device’s clock. Offline KScripts can run even when target devices are not connected to the appliance, such as when devices start up or when users log in. You can create these scripts using the scripting templates. See Adding and editing scripts.
Online KScripts
Scripts that run only when a target device is connected to the appliance. Online KScripts run at scheduled times based on the appliance clock. You can create these scripts using the scripting templates. See Adding and editing scripts.
Online shell scripts
Scripts that run at scheduled times based on the appliance clock, but that run only when the target device is connected to the appliance. Online shell scripts are created using simple text-based scripts, such as Bash, Perl, batch, and so on, that are supported by the target device’s operating system. Batch files are supported on Windows, along with the different shell script formats supported by the specific operating system of the target devices. See Adding and editing scripts.
Organization component
An appliance component that enables you to create and manage organizations within the appliance. This makes it possible to assign devices to separate organizations and to create User Roles within each organization to control administrator and user access. For example, you can configure organizations so that administrators can only view and perform actions on devices in their organization; they cannot view devices that belong to other organizations.

See Creating and managing organizations.

organization filters
Organization filters are similar to labels, but they serve a specific purpose: Organization filters automatically assign devices to organizations when devices are inventoried.

There are two types of organization filters:

•
Data Filter: Assigns devices to organizations automatically, based on search criteria. When devices are inventoried, they are assigned to the organization if they meet the criteria. This filter is similar to Smart Labels in that it assigns devices to organizations automatically if they match specified criteria.
•
LDAP Filter: Assigns devices to organizations automatically based on LDAP or Active Directory interaction. When devices are inventoried, the query runs against the LDAP server. If devices meet the criteria, they are automatically assigned to the organization.
See Managing organization filters.
organizations
Organizations are logical instances of an appliance that run on a single appliance. You can create organizations if the Organization component is enabled on your appliance, each organization is supported by its own database, and you manage each organization’s inventory and other components separately. See Creating and managing organizations.
OVAL
OVAL (Open Vulnerability and Assessment Language) is an internationally recognized standard for detecting security vulnerabilities and configuration issues on Windows devices. OVAL security checks determine assets that are out of compliance and let you customize security policies to enforce rules, schedule tests to run automatically, and run reports based on the results.

OVAL is compatible with the Common Vulnerabilities and Exposures (CVE) list. CVE content is determined by the CVE Editorial Board, which is composed of experts from the international information security community. New information about security vulnerabilities discussed on the Community Forum is sent to the CVE Initiative for possible addition to the list. For more information about CVE, MITRE Corporation, or the OVAL Board, go to http://cve.mitre.org.

The ability to describe vulnerabilities and exposures in a common language makes it easier to share security data with other CVE-compatible databases and tools.

See Understanding OVAL tests and definitions.

P

patching
Patching is a mechanism for deploying security-related and other important patches from Microsoft, Apple, and other third-party vendors such as Adobe. This includes patches for operating systems as well as applications. When deploying patches in a production environment, you can select which operating systems you want to patch and define schedules for patching by using labels. See About patch management.
provisioning schedules
Provisioning schedules specify how and when to install the KACE Agent on devices you want to manage using Agent software. See Managing provisioning schedules.
provisioning
The process of installing the KACE Agent on managed devices. See Provisioning the KACE Agent.

R

Replication Shares
Replication Shares are devices that keep copies of files for distribution, and they are especially useful if your managed devices are deployed across multiple geographic locations. For example, using a Replication Share, a device in New York could download files from another device at the same office, rather than downloading those files from an appliance in Los Angeles. A Replication Share is a full replication of all digital assets and is managed automatically by the appliance. Whenever a Replication Share is specified for a label, devices in that label go to the Replication Share to get files. See Using Replication Shares.
reporting
The ability to gather information about hardware, software, and license compliance on a per-device basis. You can run standard reports, or create custom reports using a step-by-step report wizard. In addition, you can schedule reports to run and be delivered through email. Advanced users can also write reports against the appliance database using any ODBC (Open DataBase Connectivity) -compliant reporting engine. See Using reports and scheduling notifications.
resources
Items such as scripts, reports, Managed Installations, and software that can be imported or exported among organizations and appliances. See Importing and exporting appliance resources.
role
The permissions related to user accounts and organizations. See:
•
Managing System-level user accounts
•
Managing organization user accounts
•
Managing Organization Roles and User Roles
•
Create and assign monitoring-specific roles
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