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KACE Systems Management Appliance 14.0 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 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

Verifying the status of the NTP service

Verifying the status of the NTP service

When downloading patches using HTTPS, the NTP (Network Time Protocol) service must be running on the appliance. The NTP service is required because the secure protocol uses the current date stamps from the appliance to ensure certificate validity.

If the NTP service is not running, patch download failures, suggesting invalid certificates, might result.

Make necessary websites accessible to the appliance

Make necessary websites accessible to the appliance

To complete patch downloads, access product information, and interact with Quest Support, firewall, DNS server, and proxy server settings must allow the appliance to access domains on both port 80 and port 443.

•
Ensure that the appliance Administrator Console has links to the following websites:

Website

Description

https://twitter.com/quest

Twitter®

https://www.facebook.com/questsoftware

Facebook®

http://linkedin.com/

LinkedIn®

http://my.kace.com/inKpadsubscriptioncenter

Quest KACE Inkpad

https://www.quest.com/community/b/en/p/endpoint-management

Quest KACE blog

https://kace.uservoice.com/forums/82699-k1000

Quest KACE Uservoice

Configuring network and security settings

Configuring network and security settings

Change appliance network settings
Configure local routing tables
Configure local web server settings and allow access to hosts
Configure security settings for the appliance
Configure Active Directory as the single sign on method
Generate an SSL certificate

Appliance network settings include the hostname, web server name, IP address, and other information required to access the appliance over the network.

Change appliance network settings

Change appliance network settings

You can change the appliance network settings to meet the needs of your environment any time after the initial configuration.

For virtual versions of the appliance, network settings are initially configured during the first login to the Administrator Console or the Command Line Console. See Change appliance network settings.

For K1 as a Service, the appliance is preconfigured with a static IP address, subnet mask, and default gateway. For configuration information, see the KACE as a Service Setup Guide. Go to https://support.quest.com/k1000-as-a-service/release-notes-guides.

Changing the majority of appliance network settings requires that you reboot the appliance. Total reboot downtime is one to two minutes, provided that the changes result in a valid configuration.

Tip:
 
TIP: Testing an external SMTP server does not require the appliance reboot. You can test the SMTP configuration before saving your changes.
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.
Under the Network Settings section, click Configure DNS to display the General tab on the Network Settings page.
3.
On the Network Settings page, in the Geneal section, provide the following information:

Option

Description

DNS Hostname

Enter the hostname of the appliance. The default is k1000.

Web Server Name

Enter the fully-qualified domain name of the appliance. This is the Hostname concatenated with Domain. For example: k1000.example.com. Devices connect to the appliance using this name. Quest recommends that you add a static IP address entry for the appliance to your DNS server. If you use an SSL certificate, the hostname must be fully qualified and it must match the name on the certificate.

Automatically generate server name

Select this check box to enable the system to generate the appliance web server name using this format: Hostname.Domain. For example: k1000.example.com. Clear this check box to enter a custom web server name.

4.
In the IPv4 Configuration tab, provide the following information:

Option

Description

Configure Network Using DHCP

Select this option if you want to use DHCP (Dynamic Host Configuration Protocol) to automatically obtain the IPv4 address and other network configuration information for the appliance.

Configure Network Manually

Select this option if you want to manually specify the IPv4 address, domain, subnet mask, default gateway, and DNS settings for the appliance:

•
IP Address: Enter the static IP address of the appliance.
CAUTION:
 
CAUTION: If the IP address is incorrect, you cannot access the appliance through the web interfaces (Administrator Console and User Console). If this happens, open the appliance Command Line Console, and use the konfig login to enter the correct IP address.
•
Domain: Enter the domain that the appliance is on. For example, example.com.
•
Subnet Mask: Enter the subnet (network segment) that the appliance is on. The default is 255.255.255.0.
•
Default Gateway: Enter the network gateway for the appliance.
•
Primary DNS: Enter the IP address of the primary DNS server the appliance uses to resolve host names.
•
Secondary DNS: (Optional) Enter the IP address of the secondary DNS server the appliance uses to resolve host names.
5.
In the IPv6 Configuration tab, provide the following information:

Option

Description

Configure Network Using SLAAC

Select this option if you want to use the SLAAC (stateless address auto-configuration), offered by IPv6, to configure the appliance's network settings. SLAAC allows devices to select their own IPv6 addresses based on the prefix that is advertised from their connected interface.

Configure Network Manually

Select this option if you want to manually specify the IPv6 address, prefix length, and default gateway for the appliance:

•
IPv6 Address: Enter the static IPv6 address of the appliance.
CAUTION:
 
CAUTION: If the IP address is incorrect, you cannot access the appliance through the web interfaces (Administrator Console and User Console). If this happens, open the appliance Command Line Console, and use the konfig login to enter the correct IP address.
•
Prefix Length: Enter the number of bits in the IPv6 address prefix. An IPv6 prefix typically consists of 64 bits.
•
Default Gateway: Enter the network gateway for the appliance.

Disable IPv6

Select this option if you want to disable an IPv6 address for the appliance. This is the default setting.

6.
Optional: To set a proxy server, select the Enable Proxy Server in the Proxy Configuration tab, then specify proxy server settings:

Option

Description

Type

Enter the proxy type, either HTTP or SOCKS5.

Server

Enter the name of the proxy server.

Port

Enter the port for the proxy server. The default port is 8080.

Enable Basic Proxy Authentication

Select the check box to use the local credentials for accessing the proxy server.

Login

Enter the username for accessing the proxy server.

Password and Confirm Password

Enter the password for accessing the proxy server.

* 
NOTE: The appliance supports proxy servers that use basic, realm-based authentication, requiring usernames and passwords. If your proxy server uses a different kind of authentication, add the appliance’s IP address to the proxy server’s exception list.
7.
To use an external SMTP server, select Enable SMTP Remote Server (Outbound Relay) in the SMTP tab, then specify SMTP server options:

Option

Description

Server

Specify the hostname or IP address of an external SMTP server, such as smtp.gmail.com. External SMTP servers must allow anonymous (non-authenticated) outbound email transport. Ensure that your network policies allow the appliance to contact the SMTP server directly. In addition, the mail server must be configured to allow the relaying of email from the appliance without authentication. If you specify an IP address, enclose the address in brackets. For example [10.10.10.10].

Port

Enter the port number to use for the external SMTP server. For standard SMTP, use port 25. For secure SMTP, use port 587.

Login

Enter the username of an account that has access to the external SMTP server, such as your_account_name@gmail.com.

Password and Confirm Password

Enter the password of the specified server account.

8.
Test the SMTP configuration.
a.
Click Test Connection.
b.
In the Connection Test SMTP dialog box that appears, type the email address to which you want to send a test email using the newly configured SMTP server, and click Send Test Email.
The Connection Test SMTP dialog box refreshes, showing the test results. status of the email operation. If the test fails, verify your configuration, and try again.
9.
Click Save.
The appliance reboots. Total reboot downtime is one to two minutes, provided that the changes result in a valid configuration.
10.
If you changed the appliance IP address, go to the new address to display the Administrator Console login page.
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