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KACE Systems Management Appliance 15.0 - KACE Service Desk Administration 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 settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Enable API Access for the appliance Disable API Access for the appliance 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 Work with 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

Testing and troubleshooting email communication

Testing and troubleshooting email communication

Test outgoing email
Test incoming email
Use Telnet to test incoming email
Access appliance logs to view Microsoft Exchange Server errors
Troubleshooting email errors

You can take steps to ensure that your Service Desk email communication is working correctly. You can verify email system configuration by testing your outgoing and incoming email. In addition, you can use Telnet to test email. Log files are available to provide error information.

The testing and troubleshooting information assumes that you are using a POP3 email server to communicate with the appliance as described in Configuring email settings.

Test outgoing email

Test outgoing email

You can test outgoing email to verify system configuration.

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 Support to display the Support page.
3.
In the Troubleshooting Tools section, click Run diagnostic utilities to display the Diagnostic Utilities page.
4.
In the Test drop-down list, select email sending.
5.
In the text box, enter a valid email address.
6.
Click Run Now to display a log of the email’s path.
7.
Check the log file for errors.
◦
If no errors are reported, the outgoing email was successfully sent.
◦
In the event of an error:
▪
Check your email and spam filters.
▪
Check your appliance network settings. If you are using your own SMTP server, the appliance relays email through it. Many SMTP servers require specific permission to do this. Add your appliance IP address to the list of acceptable servers.
▪
Check your router settings. Make sure the appliance can use the SMTP port (25).
▪
Check your firewall settings. Make sure the appliance can use the SMTP port (25).
▪
If you cannot resolve the issue, contact Quest Support at https://support.quest.com/contact-support.

Test incoming email

Test incoming email

You can test incoming email to verify system configuration.

1.
Log on to your SMTP server, and create a Service Desk ticket by sending an email message to the Support email address for your appliance.
2.
Go to the Service Desk Tickets 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 Service Desk, then click Tickets.
3.
Confirm that a ticket appears.
If you send email from a valid account on the appliance, a ticket is created automatically.

Use Telnet to test incoming email

Use Telnet to test incoming email

You can use Telnet to communicate with the appliance SMTP server and send a test email.

1.
Use the following commands:

>telnet k1000.mydomain.com 25
>EHLO mydomain.com
>MAIL FROM:<admin@mydomain.com>
>RCPT TO:<servicedesk@k1000.mydomain.com
>DATA
>Test data here
>QUIT
.

These commands start communication, tell the server who the message is from, tell the server who the message is to, prepare to send data, and quit Telnet.

2.
Check the Service Desk email box to confirm that you have received email from admin@mydomain.com.
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