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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

Restore the appliance from backups

Restore the appliance from backups

You can restore the appliance from backup files as needed.

If you are restoring files from an off-appliance location, you have uploaded a matching pair of Differential and Base backup files to the appliance. See Upload backup files to the appliance.

If you are migrating an appliance to a new appliance, the two appliances must be the same version. If that is not the case, you must upgrade the old appliance to the version running on the new 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 any of the links to go to the Restore Backup page
Or
Click the Restore appliance to prior backup link to go directly to the Onboard Backups tab on the Restore Backup page.
3.
In the Onboard Backups tab, select the pair of files you want to restore.
4.
If you want to disregard the network configuration from the backup files, and specify a new configuration under Restore Options, select Override Network Configuration, and specify the applicable options.
A set of options appears on this page when you select this check box. They are identical to the appliance network settings that you need to set up during an initial configuration. For complete information, see Change appliance network settings.
5.
Click Restore from Backup, then click Yes to confirm.
The appliance is restored and restarted. The Administrator Console and the User Console are unavailable during the restore process. Progress appears in the browser window.

This process can take up to one hour and the appliance will be unavailable during this time. The amount of time for a restore depends on the size of the backup files. Once the restore completes, the appliance reboots. After the reboot, the appliance will be in the same state as when the backup files were created. This includes the same authentication settings, network settings, and so on.

If the IP settings are not set upon reboot, try rebooting one or two times, to properly set the IP settings. If not they are not set using that method, try using the Console login netdiag/netdiag utility, and update the IP address there.

The appliance is restored and restarted.

Restore the appliance to factory settings

Restore the appliance to factory settings

The appliance has a built-in ability to restore factory settings. This is useful if you encounter problems and you need to remove all custom configurations.

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 any of the links to go to the Restore Backup page
3.
At the bottom of the page, click Reset to Factory Settings, then click Yes to confirm.
The appliance is restored and restarted.
4.
Re-configure the appliance as needed.
See Configuring the appliance.

Updating appliance software

Updating appliance software

Check for and apply advertised appliance updates
Upload an update file to the appliance manually
Verify updates
Update the appliance license key

You can check for and install appliance software updates. When you update the appliance, custom configurations, such as Service Desk and Asset customizations, are preserved.

Check for and apply advertised appliance updates

Check for and apply advertised appliance updates

The appliance checks with the servers at Quest daily to determine whether appliance software updates are available. These updates are referred to as advertised updates.

If updates are available, an alert appears on the Home page the next time you log in with Administrator account privileges.

Tip:
 
TIP: Always back up appliance data before installing updates or upgrading the appliance software. For instructions, see About appliance backups.
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 left navigation bar, click Appliance Updates to display the Appliance Updates page.
3.
In the Server section, click Check for Update to display the Logs page.
Results of the check appear in the log.
4.
When an update is available, back up your database and files.
See About appliance backups.
5.
Click Update.

The update is applied. The Administrator Console is unavailable until the update is complete. Progress appears in the browser window and in the Administrator Console.

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