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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

Download backup files from the Administrator Console

Download backup files from the Administrator Console

For a greater level of recoverability, you can download backup files from the Administrator Console and save them to a different location.

You can also access backup files through FTP. See Access backup files through FTP.

* 
NOTE: To restore files, you must have a matched pair of Differential and Base backup files. Paired backup files reference the same appliance version number and date, and only paired backup files can be used to restore the appliance.
1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
On the Control Panel, in the Backup Settings and Restore section, click the Restore appliance to prior backup link to go to the Restore Backup page.
3.
In the Onboard Backups tab download a matched pair of Differential and Base backup files:
a.
Select the date associated with a pair of backup files.
The Differential file has incr in the file name, while the Base file uses base. For example, <date>_k1_incr_<version>.tgz and <date>_k1_base_<version>.tgz.
SHA256 checksums also appear for each backup file. The checksums are calculated at the time of backup creation. If the checksum of a downloaded backup file does not match the checksum displayed on this page, the transfer may have been interrupted (resulting in corrupt data,) or data on disk may have been manipulated.
b.
If prompted, select a download location for each file.
* 
NOTE: The saved backup files reflect the appliance data from the most recent automatic backup time (2:00 AM by default) for a selected date. If you need a backup that reflects the current appliance state, you can perform a manual backup. For more information, see Back up the appliance manually.

Access backup files through FTP

Access backup files through FTP

You can use FTP to access appliance backup files. This is useful if you want to create a process on a different server to access the backup, or if your backup files are more than 1 GB and accessing them through the Administrator Console causes the browser to time out.

1.
Verify that Security Settings enable FTP access to backup files.
See Configure security settings for the appliance.
2.
Do one of the following:
◦
On a Windows device, open a command prompt, then at the C:\ prompt, enter: ftp k1000.
◦
Using any FTP client, access ftp k1000.
3.
Enter the login credentials.
The default credentials are:

Username: kbftp

Password: getbxf

* 
NOTE: To change the FTP password, see Configure security settings for the appliance. You cannot change the FTP username.
4.
To access the backup files from a command prompt, enter the following commands:
> type binary
> get k1_base.tg
> get k1_base.tgz
> get k1_incr.tgz
>close
>quit

About deleting appliance backup data

About deleting appliance backup data

Disable or enable appliance backups

You can delete appliance backup data by disabling appliance backups.

Disabling backups can be useful if you want to reduce the amount of data being stored by the appliance. For example, if your virtual appliance uses virtual machine snapshots to back up appliance data instead of using the appliance backup files, you can disable appliance backups to reduce the size of the virtual machine.

Important:
 
IMPORTANT: Disabling backups prevents you from restoring appliance settings and data from the Administrator Console in the event of a disaster. As a result, you should disable appliance backups only if you are using an alternative method of backing up data, such as virtual machine snapshots for the virtual appliance. Disabling backups is not recommended for physical appliances.
Disable or enable appliance backups

By default, appliance backups are enabled. You can disable and enable appliance backups as needed.

When you disable appliance backups, existing backup files are scheduled for deletion at the next scheduled backup time.

Important:
 
IMPORTANT: Disabling backups prevents you from restoring appliance settings and data from the Administrator Console in the event of a disaster. As a result, you should disable appliance backups only if you are using an alternative method of backing up data, such as virtual machine snapshots for the virtual appliance. Disabling backups is not recommended for physical versions of the appliance.
1.
Optional: To preserve the ability to restore data and settings in the event of a disaster, download the latest backup files from the Administrator Console and save them to a different location before you disable backups. See Download backup files from the Administrator Console.
2.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
3.
On the Control Panel, in the Backup Settings and Restore section, click either of the links Set backup schedule, Configure retention policy, or Configure offboard backup settings link to go to the Backup Settings page.
4.
On the Backup Settings page, select Disable Backups.
5.
Click Save.
The following actions are performed:
◦
All backup options are disabled.
◦
Backup retention settings are set to 1 for daily backups and 0 for monthly backups.
◦
Existing backup files are scheduled for deletion from the appliance at the next scheduled backup time.
6.
To enable appliance backups, clear the Disable Backups check box, then click Save.
7.
Optional: Click Run Now to generate a full backup of the system, including both Base and Differential backup files.

Disable or enable appliance backups

About deleting appliance backup data

Disable or enable appliance backups

You can delete appliance backup data by disabling appliance backups.

Disabling backups can be useful if you want to reduce the amount of data being stored by the appliance. For example, if your virtual appliance uses virtual machine snapshots to back up appliance data instead of using the appliance backup files, you can disable appliance backups to reduce the size of the virtual machine.

Important:
 
IMPORTANT: Disabling backups prevents you from restoring appliance settings and data from the Administrator Console in the event of a disaster. As a result, you should disable appliance backups only if you are using an alternative method of backing up data, such as virtual machine snapshots for the virtual appliance. Disabling backups is not recommended for physical appliances.
Disable or enable appliance backups

By default, appliance backups are enabled. You can disable and enable appliance backups as needed.

When you disable appliance backups, existing backup files are scheduled for deletion at the next scheduled backup time.

Important:
 
IMPORTANT: Disabling backups prevents you from restoring appliance settings and data from the Administrator Console in the event of a disaster. As a result, you should disable appliance backups only if you are using an alternative method of backing up data, such as virtual machine snapshots for the virtual appliance. Disabling backups is not recommended for physical versions of the appliance.
1.
Optional: To preserve the ability to restore data and settings in the event of a disaster, download the latest backup files from the Administrator Console and save them to a different location before you disable backups. See Download backup files from the Administrator Console.
2.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
3.
On the Control Panel, in the Backup Settings and Restore section, click either of the links Set backup schedule, Configure retention policy, or Configure offboard backup settings link to go to the Backup Settings page.
4.
On the Backup Settings page, select Disable Backups.
5.
Click Save.
The following actions are performed:
◦
All backup options are disabled.
◦
Backup retention settings are set to 1 for daily backups and 0 for monthly backups.
◦
Existing backup files are scheduled for deletion from the appliance at the next scheduled backup time.
6.
To enable appliance backups, clear the Disable Backups check box, then click Save.
7.
Optional: Click Run Now to generate a full backup of the system, including both Base and Differential backup files.
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