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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

Reviewing user sessions

Reviewing user sessions

Install and configure the location database
View a list of user sessions

The appliance keeps track of user sessions. You can review a list of the most recent sessions, or see all sessions for the appliance.

To allow the appliance to display the location associated with the logged-in user's public IP address, you must install a location database. See Install and configure the location database.

You can see all sessions on the Recent Sessions page. For a quick list of the latest sessions associated with your user account, use the My Recent Sessions pane. See View a list of user sessions.

Install and configure the location database

Install and configure the location database

User session details include the IP address of the currently logged-in user. This information is displayed on the Recent Sessions page. For public IP addresses you can also display the geographical location associated with a specific IP address, however this requires a location database to be installed on the appliance. You can install the MaxMind Geolocation database free of charge and display user locations for any public IP address.

MaxMind offers country and city databases. A city database is typically larger in size and takes longer to install. A country database provides only the name of the country associated with each public IP address, while a city database allows the appliance to display the city, state (if applicable), and the country.

You can periodically refresh the location database by installing an updated version. While it is possible to install multiple databases over time, the most recently installed database overwrites the contents of the previous version. For example, if a country database is already installed, and you install a city database on the appliance, the Location column on the Recent Sessions page reflects the information from the newly installed city database.

For complete information about MaxMind Geolocation databases, visit https://www.maxmind.com/.

* 
NOTE: Locations cannot be displayed when a private IP address is used to access the appliance.
1.
Download a location database from https://www.maxmind.com/.
* 
NOTE: To download a database file from MaxMind, start by creating a user profile. You must download a file that uses the MMDB format, not a CSV file.
2.
Do one of the following:
◦
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 General Settings page that appears, in the Geolocation Lookup Database section, point to the downloaded ZIP file.
To do that, under MaxMind Geolocation Database, click Choose file and navigate to the newly downloaded file.
4.
Click Save.
It may take a few minutes for the database installation to complete, depending on the type of database being installed. When the installation is complete, the Database Type and Database Version fields provide the relevant details.
* 
NOTE: A city database typically takes longer to install and update than a country database due to its file size.

Next, you can go to the Recent Sessions page and review the location data for the current user. See View a list of user sessions.

View a list of user sessions

View a list of user sessions

You can review user sessions on the appliance. Use the My Recent Sessions pane to see the latest sessions associated with your account. You can also review all sessions that are currently active on the appliance on the Recent Sessions page.

In case the appliance detects multiple sessions for the current user, the icon displays a red exclamation point.

1.
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.
2.
In the top-right corner, click the Recent Sessions icon.
* 
NOTE: If there are multiple active sessions associated with your user account, an exclamation mark appears on the Recent Sessions icon.
3.
In the My Recent Sessions pane that appears, review the list of your latest user sessions.
Each entry identifies your browser, IP address, session duration, the date and time of the most recent activity, and any applicable actions.
* 
NOTE: You can delete duplicated sessions by clicking the Delete icon in the Actions column, as needed.
4.
To see all sessions that are currently active on the appliance, in the My Recent Sessions pane, click View All Recent Sessions.
On the Recent Sessions page that appears, each entry displays the user name, the browser used, the operating system, IP address, the session duration, the date and time of the last activity, and any applicable actions. For users with a public IP address, if you have a location database installed, it also shows their location. See Install and configure the location database.

Deploying the KACE Agent to managed devices

Deploying the KACE Agent to managed devices

The KACE Agent is an application that can be installed on devices to enable inventory reporting and other device management features. KACE Agents installed on managed devices communicate with the appliance through an agent messaging protocol. Agents perform scheduled tasks, such as collecting inventory information from, and distributing software to, managed devices.

You can deploy the KACE Agent to managed devices using one of the following methods.

Tip:
 
TIP: Only authenticated KACE Agents can establish a successful connection with the appliance. For more information, see Registering KACE Agent with the appliance.
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Provisioning the KACE Agent: You can use the Agent Provisioning Assistant to perform provisioning for devices with Windows, Mac OS X, and Linux operating systems. Within the Assistant, you can choose between using the appliance GPO Provisioning Tool for deploying the Agent to Windows devices, or using Onboard Provisioning for deploying the Agent to Windows, Mac OS X, or Linux devices. See Provisioning the KACE Agent.
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Manually deploying the KACE Agent: Use manual deployment is useful when automated Agent provisioning is not practical or when you want to deploy the KACE Agent using email, logon scripts, GPO (Group Policy Objects), or Active Directory. The appliance includes KACE Agent installers for different OS platforms. Each platforms offers one or more ways to deploy the KACE agent. To get started, visit the following sections and their sub-topics:
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Manually deploying the KACE Agent on Windows devices
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Manually deploying and upgrading the KACE Agent on Linux devices
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Manually deploying and upgrading the KACE Agent on Mac devices
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