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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

Manage purchase records

Manage purchase records

Your administrators can keep track of individual purchase records used to acquire physical and software products for your organization.

You can add, edit, or delete purchase records, or export purchase record details into a file, as needed.

1.
Go to the Purchases list:
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 Asset Management, then click Purchases.
2.
To add a purchase record, select Choose Action > New.
See Add or edit purchase records for more information.
3.
To delete a purchase record:
a.
Select the row containing the purchase record that you want to delete.
b.
Select Choose Action > Delete.
4.
To export one or more purchase records to a file:
a.
Select the rows containing the purchase records that you want to export.
b.
Select Choose Action > Export, and then choose the appropriate option.
For example, to export all purchase record to a CSV file, select them in the list, and then select Choose Action > Export > Export All To CSV Format.

Add or edit purchase records

Add or edit purchase records

The Purchase Detail page shows the details of the selected purchase record.

Use this page to add or edit purchase records, as needed. Licenses are a form of asset types, and apart from the purchase record name and unit quantity which are always required, the collection of the fields available with a license record can be changed to suit your needs. For more information about Asset Types, seeAbout Asset Types.

1.
Go to the License 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 Asset Management, then click Purchases.
c.
Display the Purchase Detail page by doing one of the following:
▪
Click the name of a purchase record.
▪
Select Choose Action > New.
2.
On the Purchase Detail page, provide the following information:

Option

Description

Purchase Subtype

The Asset Subtype to associate with the purchase record. You can create purchase records for Hardware or Software items. See About Asset Subtypes, custom fields, and device detail preferences.

Asset Status

The purchase record status, if applicable. You can select a default asset status, or a custom one (if they exist). A default installation of the appliance includes the following asset statuses:

•
Active: Any asset that is deployed, active, or in use.
•
Disposed: An asset that is no longer available for use.
•
Expired: A software license or contract asset that has expired.
•
In Stock: A recently received asset.
•
Missing: Any asset that cannot be located.
•
Repair: An asset that is being repaired.
•
Reserved: An asset that is set aside for a specific person or use.
•
Retired: Any asset that reached its end-of-life state, or is no longer in use.
•
Stolen: An asset that has been reported as stolen.

For more information, see View and configure asset lifecycle settings.

Location

The name of the location where the asset obtained with this purchase is located. See Managing locations.

Name

The name of the purchase record, such as Office Professional PO #1234. This is the name that you use to associate this purchase order with a license agreement, as applicable.

Description

The description of the purchase order.

Purchase Order Number

The number of the purchase order issued by your organization.

Purchase Order Date

The date on which your organization issued the purchase order.

Quantity

The number of units purchased.

Unit Cost

The cost of an individual unit purchased.

Vendor

The name of the vendor that the unit is purchased from.

Vendor Order Number

The number of the purchase order issued by the vendor.

Vendor Order Date

The date on which the vendor issued the purchase order.

Proof of Purchase

An image containing the photo of the purchase record.

Notes

Any additional information you want to provide.

Software Title

Software only. The name of the purchased software.

Publisher

Software only. The publisher of the purchased software.

Contract

Software only. The contract associated with the software purchase.

Product Key

Software only. The product key of the purchased software.

Maintenance Expiration Date

Software only. The date on which the maintenance for the purchased software ends.

Proof of Maintenance

Software only. An image containing the photo of the maintenance agreement.

Manufacturer

Hardware only. The manufacturer of the purchased hardware item.

Model

Hardware only. The model name of the purchased hardware item.

Specifications

Hardware only. Any specifications for the purchased hardware item, as applicable.

Serial Number

Hardware only. The serial number of the purchased hardware item.

Contract

Hardware only. The contract associated with the purchased hardware item.

Warranty Start Date

Hardware only. The date on which manufacturer's warranty for purchased hardware item starts.

Warranty End Date

Hardware only. The date on which manufacturer's warranty for purchased hardware item ends.

Support End Date

Hardware only. The date on which the support for the purchased hardware item ends.

Barcodes

Add or edit barcodes associated the items acquired with this purchase order, as required. For more information, see Add barcodes to assets.

Setting up License Compliance

Setting up License Compliance

About License Compliance for Software Catalog applications
Customize the License Asset Type
Add License assets for Software Catalog inventory
Add License assets for Software page inventory
Importing license data in CSV files

To track License Compliance information for applications, you need to create License assets. License assets can be associated either with applications in the Software Catalog inventory or the Software page inventory. License assets cannot be associated with both inventory types at the same time.

The options for tracking licenses, and the requirements for setting up License Compliance, differ for Software Catalog inventory and for Software page inventory.

About License Compliance for Software Catalog applications

About License Compliance for Software Catalog applications

About license upgrades
About license downgrades

The appliance enables you to view License Compliance information for applications in the Software Catalog inventory. This information appears on the License Compliance page and in the License Compliance Dashboard widget.

After you configure License assets for applications in the Software Catalog inventory, you can view the number of seats installed on Agent-managed devices, the number of seats available, the type of licenses applied, and, if metering is enabled for the application, usage information. In addition, the appliance leverages information in the Software Catalog to automatically apply the correct licenses to application versions that are classified as upgraded or downgraded.

To set up License Compliance for applications in the Software Catalog inventory:

•
(Optional) Customize the License Asset Type to meet your information management requirements. See Customize the License Asset Type.
•
(Optional) Enable metering for Software Catalog applications. When metering is enabled, the License Compliance page shows whether applications have or have not been used in the past 30, 60, and 90 days. See About software metering.
•
Create License assets and associate them with applications in the Software Catalog inventory. See Add License assets for Software Catalog inventory.
•
(Optional) Set the threshold levels for License Compliance used on the Dashboard widget. The default Warning Threshold is 90. The default Critical Threshold is 100. See Customize license usage warning thresholds.
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