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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

Add or edit Organization Roles

Add or edit Organization Roles

You can add or edit Organization Roles as needed.

Before you create organizations, create the Organization Roles you want to assign to those organizations as described in this section. Organization Roles define the permissions that are available to organization users.

1.
Go to the Organization Role Detail page:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Organizations, then click Roles.
c.
Display the Organization Role Detail page by doing one of the following:
▪
Click the name of a role.
▪
Select Choose Action > New.
* 
NOTE: You cannot edit the Default Role.
2.
Provide the following information:

Option

Description

Name

(Required) Enter a name for the role.

Description

(Optional) Enter a description of the role.

3.
To assign Administrator Console permissions:
◦
In the Administrator Console Permissions section, click a component name to expand it, or click Expand All to expand all components.
◦
To assign the same access level to all sections, select All Write, All Read, or All Hide.
◦
To assign different access levels to different sections, select the Custom option, then select an access level in the drop-down list next to the name of each section.
4.
To assign User Console permissions:
◦
In the User Console Permissions section, click the User Console link to expand the permissions section.
◦
To assign the same access level to all sections of the User Console, select All Write, All Read, or All Hide.
◦
To assign different access levels to different sections, select the Custom option, then select an access level in the drop-down list next to the name of each section.
5.
Click Save.
* 
NOTE: If you assign the Hide permission to General and User Authentication under Settings, the Control Panel is hidden.

The role appears on the Roles page. When you add an organization, the role appears on the Role drop-down list. See Adding, editing, and deleting organizations.

Duplicate Organization Roles

Duplicate Organization Roles

When you duplicate an Organization Role, its properties are copied into the new role. If you are creating a role that is similar to an existing role, duplicating the role can be faster than creating a role from scratch.

1.
Go to the Organization Role Detail page:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Organizations, then click Roles.
c.
Click the name of a role.
2.
Click Duplicate at the bottom of the page to duplicate the organization details.
The page refreshes.
3.
Provide the following information:

Option

Description

Name

(Required) Enter a name for the role.

Description

(Optional) Enter a description of the role.

4.
To assign Administrator Console permissions:
◦
In the Administrator Console Permissions section, click a component name to expand it, or click Expand All to expand all components.
◦
To assign the same access level to all sections, select All Write, All Read, or All Hide.
◦
To assign different access levels to different sections, select the Custom option, then select an access level in the drop-down list next to the name of each section.
5.
To assign User Console permissions:
◦
In the User Console Permissions section, click the User Console link to expand the permissions section.
◦
To assign the same access level to all sections of the User Console, select All Write, All Read, or All Hide.
◦
To assign different access levels to different sections, select the Custom option, then select an access level in the drop-down list next to the name of each section.
6.
Click Save.

Delete roles

Delete roles

With the exception of the Default Role, you can delete Organization Roles as needed. You cannot delete the Default Role, and you cannot delete a role if it is assigned to an organization.

The following roles cannot be deleted:

•
the Default Role
•
any roles assigned to an organization
•
any roles associated with a label
1.
Go to the Roles list:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Organizations, then click Roles.
2.
Select the check box next to one or more roles.
3.
Select Choose Action > Delete, then click Yes to confirm.

Adding, editing, and deleting organizations

Adding, editing, and deleting organizations

Add or edit organizations
Configure Two-Factor Authentication for organizations
Delete organizations
Customizing the logos used for the User Console and organization reports

You can add, edit, and delete organizations as needed. In addition, you can rename the Default organization and edit its settings.

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