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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

Load Smart Labels from the Advanced Search tab

Searching at the page level with advanced options

Example: Search for managed devices using Advanced Search criteria
Add Smart Labels and Notifications using Advanced Search criteria
Load Smart Labels from the Advanced Search tab

Advanced page-level Search enables you to search for information on the current page using various combinations of criteria. Advanced page-level Search is available on most list pages, such as the Devices page and the Software page.

Example: Search for managed devices using Advanced Search criteria

This example shows how to use Advanced page-level Search to find Windows devices that are running low on disk space.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
Go to the Devices 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 Inventory, then click Dashboard.
2.
Click the Advanced Search tab above the Devices list on the right.
The Advanced Search panel appears.

The Advanced Search panel contains a number of drop-down lists that you can use to specify criteria.

3.
Specify the criteria required to find Windows devices:
Operating System: Name | contains | Windows
4.
With AND selected in the operator drop-down list, click Add Line to add a new line, then specify the criteria required to find devices that are low on disk space:
Drive Information: Disk % Capacity | > | 95
5.
Click Search.

The list is refreshed to show devices that match the specified criteria.

Add Smart Labels and Notifications using Advanced Search criteria

You can add Smart Labels and notifications using criteria in the Advanced Search panel.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
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.
2.
Go to a list page. For example, on the left navigation bar, click Inventory to display the Devices page.
3.
Click the Advanced Search tab above the list on the right and enter the search criteria.
See Example: Search for managed devices using Advanced Search criteria.
4.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears, and the selected search criteria remain available.

The Smart Label panel contains a number of drop-down lists that you can use to specify criteria.

5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Create.
Smart Labels are applied as follows:
◦
Smart Labels are automatically applied to or removed from devices when devices check in to the appliance, based on whether the devices meet the specified criteria.
◦
If a specific application Smart Label is edited using Home > Labels > Smart Labels, it is applied to or removed from all applications immediately.
◦
Smart Labels are automatically applied to or removed from applications when the items are updated on the Inventory > Software page, based on whether the items meet the specified criteria.
7.
Click the Notification tab above the list on the right.
The Notification panel appears, and the selected search criteria remain available.

The Notification panel contains a number of drop-down lists that you can use to specify criteria.

8.
Provide the following information:

Field

Description

Title

The information that you want to appear in the Subject line of the email.

Recipient

The email address or addresses of intended recipients. Email addresses must be fully qualified email addresses. To send email to multiple addresses, use commas to separate each address, or use email distribution lists.

Frequency

The interval at which the appliance runs the query to compare the selected criteria with items in inventory. If criteria are met, the notification is sent.

9.
Optional: To verify the criteria, click Test Notification.
The list is refreshed to show items that match the specified criteria. No email notifications are sent during the test.
10.
Click Create Notification.

The notification is added and it appears on the Email Alerts page.

Load Smart Labels from the Advanced Search tab

You can load Smart Labels from list pages on which the Advanced Search tab is available.

When a scoped user performs an advanced search on devices, and their user role is associated with a Smart Label, the results only include the devices that are associated with the Smart Label. To see additional devices, you can change the scope of Smart Label, as needed. For more information on how to configure a device scope for a user role, see Add or edit User Roles. For details about Smart Labels, see Managing Smart Labels.

1.
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.
2.
Go to a list page. For example, click Inventory to display the Devices list.
3.
Click the Advanced Search tab above the list on the right to display the Advanced Search panel.
4.
At the top of the Advanced Search panel, in the Smart Label drop-down list, select the Smart Label you want to load.
The drop-down list shows Smart Labels that match the list page you are viewing. For example, on the Devices page, the drop-down list shows Device Smart Labels. In addition, labels are displayed only if the underlying SQL has not been edited outside of the Smart Label wizard. This is because the wizard cannot be used to display custom SQL.
5.
Click Load.

The criteria of the selected Smart Label appears in the Advanced Search panel.

Create Custom Views using Advanced Search criteria

Create Custom Views using Advanced Search criteria

You can create Custom Views using Advanced Search criteria. Custom Views display list items using predefined Advanced Search criteria. Custom Views are available on list pages such as the Software Catalog page, the Assets page, and the Service Desk Tickets page.

Custom Views are user-specific. Users cannot access the Custom Views that are created by other users.

1.
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.
2.
Go to a page that has the Custom View option, such as the Software Catalog page or the Assets page.
3.
Click the Advanced Search tab on the top-right corner of the page and enter the search criteria.
4.
Click the Custom View tab on the top-right corner of the page to display the Custom View panel.
5.
Select Custom View criteria. For example, to create a view on the Software Catalog page that displays all Windows devices that have metered applications in the category of Infrastructure Applications, do the following:
a.
Specify the criteria required to find applications categorized as Infrastructure Applications:
Category | = | Infrastructure Applications
b.
With AND selected in the operator drop-down list, click Add Line to add a new line.
c.
Specify the criteria required to find applications that are metered:
Metered | is | True
d.
With AND selected in the operator drop-down list, click Add Line to add a new line.
e.
Specify the criteria required to find Windows devices:
Platform | = | Windows

The Custom View panel contains a number of drop-down lists that you can use to specify criteria.

6.
Optional: Click Test to refresh the list to show items that match the specified criteria.
7.
In the View Name field, type a name for the Custom View, then click Create.

The Custom View appears in the View By drop-down list.

Access product documentation

Access product documentation

The Administrator Console provides access to help contents and documentation search. It also allows you to browse related Knowledge Base articles, and to chat with product specialists, when needed.

1.
Log in to the User Console, Administrator Console, or System Console.
2.
In the upper right of the Administrator Console, click Need Help.
A help pane appears on the right containing high-level information about the related Administrator Console page. The bottom of the help pane includes the following buttons:
◦
Appliance Administrator Guide(): Provides access to the KACE System Management Appliance help contents.
◦
Knowledge Base (): Allows you to browse the Knowledge Base articles associated with the related Administrator Console page.
* 
NOTE: This option is only available in the Administrator Console and the System Console. It does not appear in the User Console.
◦
Video Knowledge Base (): Allows you to browse one or more training videos associated with the related Administrator Console page. You can play a video on the help pane, in a smaller window outside of the selected page, or on the target Knowledge Base page that hosts the video.
* 
NOTE: This option is only available if related videos exist on the Support Portal. Also, it only appears in the Administrator Console and the System Console. It does not appear in the User Console.
◦
Live Chat (): Starts a chat with a KACE System Management Appliance product specialist.
* 
NOTE: This option is only available in the Administrator Console and the System Console. It does not appear in the User Console.
◦
Open Ticket (): Links to the Support page (https://support.quest.com/create-service-request) that allows you to create a service request.
* 
NOTE: This option is only available in the Administrator Console and the System Console. It does not appear in the User Console.
◦
Support (): Links to the Settings > Support page. This page provides resources for troubleshooting system management issues and contacting Quest Support.
* 
NOTE: This option is only available in the Administrator Console and the System Console. It does not appear in the User Console.
◦
KACE GO Mobile App (): Displays a dialog containing links for downloading the KACE GO Mobile App. The app is available for iOS and Android platforms.
* 
NOTE: This option is available if the appliance is configured to interact with the K1 GO Mobile App. It only appears in the Administrator Console and the System Console. It does not appear in the User Console For more information on enabling mobile access, see Configuring Mobile Device Access.
◦
About (): Displays information about your KACE System Management Appliance installation.
* 
NOTE: This option is only available in the Administrator Console and the System Console. It does not appear in the User Console.
3.
Click a link in the page-level Help topic.
The main Help system appears, displaying the selected topic.
4.
Click the Search tab in the left pane of the Help system.
All search terms use an implicit Boolean AND statement. For example, if you search for Windows provisioning, Search displays results that contain both words.
Tip:
 
TIP: For a PDF version of the Help system, click the Acrobat button on the right side of the main Help system navigation bar ().
5.
Administrator or System Console only. Search for Knowledge Base articles associated with the related Administrator Console or the System Console page.
a.
At the bottom of the help pane, click .
The help pane displays a list of related Knowledge Base articles.
* 
NOTE: Knowledge Base articles are currently only available in English.
b.
Use the navigation buttons to look for a specific article.
c.
Search the listed articles for a specific keyword, as needed.
d.
When you find a desired article, click the link in the help pane.
The selected Knowledge Base article appears on a new tab in your browser.
Important:
 
IMPORTANT: To see the article contents, you must log in to the Quest Support site using your Quest user name and password.
6.
Administrator or System Console only. Search for Knowledge Base articles associated with the related Administrator Console or the System Console page.
a.
At the bottom of the help pane, click .
The help pane displays a list of related training videos.
* 
NOTE: To access the videos, you must log in to the Quest Support site using your Quest user name and password. Training videos are currently only available in English.
b.
Use the navigation buttons to look for a specific video, as applicable.
c.
To play a video, click the Play Video button.
The selected video starts playing on the help pane.
d.
Continue to play a video on the help pane, or use a different display option, such as Picture-In-Picture, Fullscreen, or Popout player, to display it outside of the selected page. These controls are located at the bottom of the video.
7.
Administrator or System Console only. Chat with a product specialist.
a.
Click .
The Chat with Support dialog box appears.
b.
Type your Full Name, Email Address, and Purpose of your Chat, as applicable, and click Start Chat.
The Chat with Support dialog box refreshes, showing a list of existing Knowledge Base (KB) articles that may contain information about the specified topic. The list of topics may appear on multiple pages, depending on the type of the requested information.
c.
Review the list of KB articles. Use the page navigation controls at the bottom of the list, if applicable. To read a KB article, click the title in the list.
d.
If none of the listed KB articles provide the information you need, click None of the solutions above solved my issue, continue with chat.
* 
NOTE: You can only use this feature when product specialists are available to respond to your questions. If Live Chat is not available, this is indicated in the dialog box.
The LIVE CHAT dialog box appears. The Full Name, Email Address, Product and Purpose of your Chat boxes are populated using the information specified in the Chat with Support dialog box.
e.
Click Start Chat.
The LIVE CHAT dialog box refreshes.
f.
In the LIVE CHAT dialog box, type your question, and click SEND to start chatting with a product specialist.
8.
Administrator or System Console only. Open a Support ticket.
a.
Click .
Your browser displays the Submit a Service Request page (https://support.quest.com/create-service-request) in a new tab or window.
b.
Use this page to open a service ticket, as required.
9.
Administrator or System Console only. Click .
The Settings > Support page appears. This page provides resources for troubleshooting system management issues and contacting Quest Support.
10.
Administrator or System Console only, when mobile access is enabled on the appliance.
* 
NOTE: For more information on enabling mobile access, see Configuring Mobile Device Access.
a.
Click .
A dialog box appears, allowing you to download KACE GO. The app is available for iOS and Android platforms from their respective app stores.
b.
Click the link for your mobile device OS, as needed, to download the app.
For more information about downloading and configuring KACE GO, seeDownload and use KACE GO.
11.
Administrator or System Console only. Review information about your KACE System Management Appliance installation.
a.
Click .
A dialog box displaying product information appears.
b.
To close it, click Close.
12.
To close the help pane, click Need Help.

Log in to the Administrator Console: First login following initial network configuration

Log in to the Administrator Console: First login following initial network configuration

After the network settings are configured and the appliance restarts, you can log in to the appliance Administrator Console from any computer on the LAN (local area network).

During the first login following initial network configuration, you must provide your appliance license key and set the password for the admin account.

* 
NOTE: Your browser setting determines the language displayed in the Administrator Console the first time you log in. To change this setting after you log in, see Configuring locale settings.
1.
Open a web browser and enter the Administrator Console URL:
http://appliance_hostname/admin. For example, http://kace_sma/admin.
2.
Provide the following information:

Option

Description

License Key

Enter the license key you received in the Welcome email from Quest. Include the dashes. If you do not have a license key, contact Quest Support at https://support.quest.com/contact-support.

Password

Enter a password for the default admin account, which is the account you use to log in to the appliance Administrator Console. The default admin account is the only account on the appliance at this time. If you forget the password for this account, the system might have to be reset to factory defaults which can result in loss of data.

* 
NOTE: If you have multiple types of KACE appliances, Quest recommends that you use the same password for the admin account on all appliances. Using a common password enables you to link the appliances later.

Company Name

Enter the name of your company or group.

Timezone

Select the timezone where the appliance is located.

3.
Click Apply Settings and Reboot.
The appliance restarts.
4.
When the appliance has restarted, refresh the browser page.
5.
Accept the End User License Agreement (EULA), then log in using the login ID admin and the password you chose on the initial setup page.
6.
Select or clear the check boxes next to the notification fields to enable or disable email notifications for the administrator account. You can change these settings later as needed. See Manage appliance administrator email notifications.

Option

Description

Enable Quest Security Notifications

Enable Quest to send security notifications to the email address of this administrator. This feature is available only to System-level administrator accounts. It is not available to Admin-level administrator accounts, or non-administrator user accounts.

Enable Quest Sales and Marketing Notifications

Enable Quest to send sales and marketing notifications to the email address of this administrator. This feature is available only to System-level administrator accounts; it is not available to Admin-level administrator accounts, or non-administrator user accounts.

The Administrator Console appears and the appliance is ready for use.

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