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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

View object history

Managing object history

Configure object history
View object history

You can configure (subscribe to) and view the history of changes made to objects such as labels, patch schedules, Replication Shares, users, and other objects.

Configure object history

You can configure object history subscriptions for the appliance or, if the Organization component is enabled, for the selected organization.

1.
Go to the Object History Configuration 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 History.
c.
On the History Panel in the Subscriptions section, click Objects.
2.
In the drop-down list for history retention, select the length of time for changes to be retained by the appliance and to appear in the history list. Select Forever to keep all changes. Select Disabled to erase the existing history list and prevent the appliance from adding changes to the list.
Important:
 
IMPORTANT: Setting history retention to very long periods, such as several months or Forever, might result in slower page loading for items in the Inventory section.
3.
In the Object Type and Field Selection section, select the check boxes next to the object types you want to track; clear the check boxes next to the object types you do not want to track.
4.
To select fields within an object type:
a.
With the check box for an object type selected, click the Edit button next to the object type: .

The field selection dialog appears.

b.
Choose the fields whose history you want to track, then click OK.
5.
Click Save.
6.
Optional: If you have multiple organizations, repeat the preceding steps for each organization.
View object history

If history subscriptions are configured to retain information, you can view the history of changes made to objects.

1.
Go to the Objects 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 History.
c.
On the History Panel in the Reporting section, click Objects.
2.
To filter the list, select Type or User in the View By drop-down list, which appears above the table on the right.

The list is redisplayed and shows only those items that match the Type or User you selected.

Using change history information

Using change history information

View the change history of items
Search for items in change history lists
Delete history records
Export history records

You can view an item’s change history, search for items in change history lists, delete history records, export history records, and create reports from history records.

View the change history of items

You can view an item’s change history when you are viewing details about the item.

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.
Go to the Detail page for an item. For example, click Scripting, then click the name of a script.
3.
Click the Show All History link at the top of the page.
Changes are listed. The page is empty if no changes have been made, or if change history is not enabled.
Search for items in change history lists

You can search for items in change history lists.

1.
Go to the history listing for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Click the Filter tab above the list on the right to display the Filter panel.
3.
Select search properties, then click Search.
The search results are displayed.
Delete history records

You can delete history records from history lists.

1.
Go to the history list for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Select the check box next to one or more entries.
3.
Select Choose Action > Delete, then click Yes to confirm.
Export history records

You can export history records to CSV, Excel, and TSV format.

1.
Go to the history list for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Optional: To export items of a specific type, such as Addition, select the item type in the View-By drop-down list.
If you do not filter the list, all list items are exported. Selecting an item’s check box does not select the item for export.
3.
Select Choose Action > Export > format.

View the change history of items

Using change history information

View the change history of items
Search for items in change history lists
Delete history records
Export history records

You can view an item’s change history, search for items in change history lists, delete history records, export history records, and create reports from history records.

View the change history of items

You can view an item’s change history when you are viewing details about the item.

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.
Go to the Detail page for an item. For example, click Scripting, then click the name of a script.
3.
Click the Show All History link at the top of the page.
Changes are listed. The page is empty if no changes have been made, or if change history is not enabled.
Search for items in change history lists

You can search for items in change history lists.

1.
Go to the history listing for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Click the Filter tab above the list on the right to display the Filter panel.
3.
Select search properties, then click Search.
The search results are displayed.
Delete history records

You can delete history records from history lists.

1.
Go to the history list for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Select the check box next to one or more entries.
3.
Select Choose Action > Delete, then click Yes to confirm.
Export history records

You can export history records to CSV, Excel, and TSV format.

1.
Go to the history list for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Optional: To export items of a specific type, such as Addition, select the item type in the View-By drop-down list.
If you do not filter the list, all list items are exported. Selecting an item’s check box does not select the item for export.
3.
Select Choose Action > Export > format.

Search for items in change history lists

Using change history information

View the change history of items
Search for items in change history lists
Delete history records
Export history records

You can view an item’s change history, search for items in change history lists, delete history records, export history records, and create reports from history records.

View the change history of items

You can view an item’s change history when you are viewing details about the item.

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.
Go to the Detail page for an item. For example, click Scripting, then click the name of a script.
3.
Click the Show All History link at the top of the page.
Changes are listed. The page is empty if no changes have been made, or if change history is not enabled.
Search for items in change history lists

You can search for items in change history lists.

1.
Go to the history listing for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Click the Filter tab above the list on the right to display the Filter panel.
3.
Select search properties, then click Search.
The search results are displayed.
Delete history records

You can delete history records from history lists.

1.
Go to the history list for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Select the check box next to one or more entries.
3.
Select Choose Action > Delete, then click Yes to confirm.
Export history records

You can export history records to CSV, Excel, and TSV format.

1.
Go to the history list for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Optional: To export items of a specific type, such as Addition, select the item type in the View-By drop-down list.
If you do not filter the list, all list items are exported. Selecting an item’s check box does not select the item for export.
3.
Select Choose Action > Export > format.
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