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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

Import resources to organizations

Import resources to organizations

You can import resources to organizations as needed.

You have exported resources from an organization. See Transferring resources among organizations.

To import appliance resources from another appliance, follow the instructions in Transferring resources among appliances using Samba share directories.

1.
In the drop-down list in the top-right corner of the page, select the organization to which you want to import resources.
2.
Go to the Import Resources list:
a.
On the left navigation bar, click Settings, then click Resources.
b.
On the Resources Panel, click Import.
3.
Select the check box next to one or more resources.
4.
Select Choose Action > Import from Local Share.
The imported resource first appears on the Resource Sharing Status page with a Status of New Request.

When the import is complete, the Status changes to Completed. The imported resources are available and listed on their respective tabs, such as Reporting.

Most import and export tasks take only a moment to complete, but very large resources take more time.

Managing exported resources at the System level

Managing exported resources at the System level

View or delete shared resources
Move shared resources from the local appliance to network locations
View or delete the status of resource exports

If the Organization component is enabled on the appliance, you can manage exported or shared resources at the System level.

This provides access to resources that have been exported or made available for sharing from any organization on the appliance.

View or delete shared resources

View or delete shared resources

If the Organization component is enabled on your appliance, you can view resources that have been exported from any organization on the appliance.

1.
Go to the Shared Resources 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 Settings, then click Resources.
c.
Click Shared.
2.
To delete a resource:
a.
Select the check box next to one or more resources.
b.
Select Choose Action > Delete, then click Yes to confirm.

Move shared resources from the local appliance to network locations

Move shared resources from the local appliance to network locations

If the Organization component is enabled on your appliance, you can move shared resources from the local appliance to a network share.

1.
Go to the Shared Resources 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 Settings, then click Resources.
c.
Click Shared.
2.
Select Choose Action > Export to Network Share, then click Yes to confirm.
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