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KACE Systems Management Appliance 14.1 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 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 Configuring Content Security Policy
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 About Remote Control 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 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 Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with 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

Disable ping probe

Disable ping probe

Ping probes are enabled by default when you enable monitoring for any device. However, in certain instances ping probes can engender an alert storm, so the appliance makes it possible to disable ping probes.

Ping sends Internet Control Message Protocol (ICMP) echo request packets to its target. Some firewalls block ICMP packets, so it is possible, because of the frequency of the ping probes, to have an enormous number of alerts generated from the probes being rejected. In these cases, disabling ping probes unclutters the monitoring results.

1.
Go to the Monitoring Settings page:
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 Settings, then click Monitoring Settings on the Control Panel.
2.
Clear Enable ping probe.
3.
Click Save.

Receive alerts when device configurations change

Receive alerts when device configurations change

You can set monitoring to create an alert when the configuration of a monitored device is changed.

When you enable this feature, each time a device configuration change is detected, an alert is generated. You can specify which types of changes you want to detect for the device assets, by selecting them in the Device dialog box, accessible from the Asset History Configuration page.

Examples of configuration change include the addition of a disk, a new logical drive, an increase or decrease of memory, a partition change, and so on. For complete information about the Asset History Configuration page, and how to select configuration changes, see Configure asset history subscriptions.

1.
Go to the Monitoring Detail page:
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 Monitoring, then click Devices.
c.
Click the name of a device.
2.
Select the Enable Configuration Change Alert check box.
3.
Click Save.

Schedule a Maintenance Window during which time alerts are not collected from a device

Schedule a Maintenance Window during which time alerts are not collected from a device

Using maintenance windows enables you to set aside certain time slots for performing server maintenance tasks without the monitoring function producing excessive alerts that might flood the system.

You are not limited to using one Maintenance Window for each monitored device. You can create a library of Maintenance Windows, and apply combinations of them to monitored devices depending on your needs.

1.
Go to the Maintenance Window Detail page:
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 Monitoring, then click Maintenance Windows.
c.
Select Choose Action > New.
2.
Provide the following information:

Option

Description

Name

A name that identifies the Maintenance Window. The name appears on the Maintenance Windows list.

Description

Information that further identifies the purpose and subjects of the window.

Add Automatically To
•
None: This Maintenance Window is not automatically added to a device when monitor is enabled on that device.
•
All: This Maintenance Window is automatically added to a device when monitor is enabled on that device.
3.
In the Schedule section, specify the schedule settings:

Option

Description

Every day/specific day from HH:MM to HH:MM

Start the window daily at a specified time and for a specific duration, or start on a designated day of the week at a specified time.

Run on the nth of every month/specific month from HH:MM to HH:MM

Run on the same day every month, or a specific month, at the specified time and duration.

* 
NOTE: The schedule uses the 24-hour clock.
4.
Click Save.
5.
Apply the Maintenance Window to a monitored device on its Monitoring Detail page:
a.
On the left navigation bar, click Monitoring, then click Devices.
b.
Click the name of a device to display the Monitoring Detail page.
c.
Click in the Maintenance Windows field to view a drop-down list of defined Maintenance Windows, and select the one you want to apply.
6.
Click Save.

Create and assign monitoring-specific roles

Create and assign monitoring-specific roles

You can create user roles that regulate the ability to work with alerts and profiles.

For instance, you can create a role for a staff member who can react to alerts, and create Service Desk tickets from them, but who cannot add profiles to devices or set Maintenance Windows.

If the Organization component is enabled on your appliance, the permissions available to User Roles depends on the Organization Role assigned to the organization. See Managing Organization Roles and User Roles.

* 
NOTE: You cannot edit the predefined Roles: Administrator, No Access, Read Only Administrator, and User.
1.
Go to the Role Detail page:
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 Settings, then click Roles.
c.
Select Choose Action > New to display the Role Detail page.
2.
In the Name field, provide a name, such as Monitoring Alert Attendant.
3.
In the Description field, provide a brief description of the role, such as Used for support staff with responsibility for responding to alerts.
This description appears on the Roles list along with the name.
4.
Click the Monitoring link below Administrator Console Permissions to display the permissions settings for server monitoring.
5.
Set permissions according to the level of access you want to assign to the role:
◦
All Write
◦
All Read
◦
All Hide
◦
Custom:

You can combine WRITE, READ, or HIDE permission for the following monitoring pages

Category

Page (include Detail page)

Permissions affect these actions

Monitoring

Devices
•
Acknowledge (Dismiss) alerts
•
Enable monitoring of configuration changes
•
Pause or resume monitoring
•
Add or remove profiles
•
Add or remove Maintenance Windows
•
Disable monitoring
•
Export alerts

Alerts
•
Acknowledge (Dismiss) alerts
•
Create Service Desk ticket
•
Set notifications
•
Retrieve alerts
•
Delete alerts
•
Export alerts

Profiles
•
Create profiles
•
Edit profiles
•
Delete profiles
•
Remove profiles from all devices
•
Upload and download profiles

Maintenance Windows
•
Create Maintenance Windows
•
Edit Maintenance Windows
•
Delete Maintenance Windows
•
Remove Maintenance Windows from all devices
•
Export Maintenance Windows

Monitoring LEP
•
Add to devices
•
Export LEPs
6.
If applicable, assign the role the ability to enable monitoring on a device.
A user enables monitoring on the device's Device Detail page, so permission has to be set in the Inventory section.
a.
Click the Inventory link below Administrator Console Permissions to display the permissions settings for inventory.
b.
Set Devices to WRITE.
7.
Click Save.
8.
Assign the role to a user.
a.
On the left navigation bar, click Settings, then click Users.
b.
Select the check box for the user to whom you want to assign the role.
c.
Select Choose Action > Apply Role > Name of role.
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