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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

Viewing Software Catalog metering information

Viewing Software Catalog metering information

View metering information on the Software Catalog Detail page
View metering information on the Device Detail page

You can view metering information on the Software Catalog Detail page and on the device detail page.

* 
NOTE: Metering information is available only if metering is enabled for devices and applications. For information, see Enabling and configuring metering for devices and applications.
View metering information on the Software Catalog Detail page

You can view metering information for Software Catalog applications on the Software Catalog Detail page.

The amount of metering information available on the Software Catalog Detail page is determined by the metering data retention settings. See About metering information.

1.
Go to the Software Catalog 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 Inventory, then click Software Catalog.
2.
Optional: Click the metering column header to sort the list by applications that are metered:
3.
Click the name of a metered application to display the Software Catalog Detail page.
Information on this page includes:

Column name

Description

Versions or Applications Installed

File Name

For applications, the name of the executable file.

Product Name

For suites, the suite name.

Version

The version number associated with the application.

Language

The language for which the application is designed. For example, English. Applications that are not designed for a specific language are designated as Language Neutral.

Installed

The number of managed devices that have the application installed. Click a number to view device information.

Metering

Last Day

The number of managed devices that have launched the application in the past 24 hours.

1-7 Days Ago

The number of managed devices that have launched the application in the past 7 days.

8-30 Days Ago

The number of managed devices that have launched the application in the past 8-30 days.

31-40 Days Ago

The number of managed devices that have launched the application in the past 31-40 days.

View metering information on the Device Detail page

You can view metering information for Software Catalog applications on the Device Detail page.

1.
Go to the Devices 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 Inventory, then click Devices.
2.
Click the name of a managed device that has metering enabled to display the Device Detail page.
3.
In the Software tab, click Metered Software to expand the panel.
Information in this section includes:

Column name

Description

Application

The name of the metered application. Click the application name to go to the detail page for the application.

Version

The version of the application installed. Major versions are listed separately in the Software Catalog, and they are metered separately. For example, version 4.1 and version 4.2 of an application appear as separate entries. This enables you to manage them and meter their usage separately. Minor versions, such as 4.123, 4.134, and 4.145 appear under the same entry, such as 4.x. Each version grouped under the 4.x entry is listed on the detail page for the application.

Hours Used

The length of time the application has been running on the device in the past seven days, expressed as a decimal. For example, 0.75 indicates that the application has been running for 45 minutes.

Launches

The number of times the application has been launched on the device in the past seven days.

Last Launch

The date and time of the most recent launch in the past seven days.

* 
NOTE: If new applications are installed between the time the inventory is collected from a device and the time the metering report is generated, those applications are not reported until the next time inventory is collected.

View metering information on the Software Catalog Detail page

Viewing Software Catalog metering information

View metering information on the Software Catalog Detail page
View metering information on the Device Detail page

You can view metering information on the Software Catalog Detail page and on the device detail page.

* 
NOTE: Metering information is available only if metering is enabled for devices and applications. For information, see Enabling and configuring metering for devices and applications.
View metering information on the Software Catalog Detail page

You can view metering information for Software Catalog applications on the Software Catalog Detail page.

The amount of metering information available on the Software Catalog Detail page is determined by the metering data retention settings. See About metering information.

1.
Go to the Software Catalog 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 Inventory, then click Software Catalog.
2.
Optional: Click the metering column header to sort the list by applications that are metered:
3.
Click the name of a metered application to display the Software Catalog Detail page.
Information on this page includes:

Column name

Description

Versions or Applications Installed

File Name

For applications, the name of the executable file.

Product Name

For suites, the suite name.

Version

The version number associated with the application.

Language

The language for which the application is designed. For example, English. Applications that are not designed for a specific language are designated as Language Neutral.

Installed

The number of managed devices that have the application installed. Click a number to view device information.

Metering

Last Day

The number of managed devices that have launched the application in the past 24 hours.

1-7 Days Ago

The number of managed devices that have launched the application in the past 7 days.

8-30 Days Ago

The number of managed devices that have launched the application in the past 8-30 days.

31-40 Days Ago

The number of managed devices that have launched the application in the past 31-40 days.

View metering information on the Device Detail page

You can view metering information for Software Catalog applications on the Device Detail page.

1.
Go to the Devices 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 Inventory, then click Devices.
2.
Click the name of a managed device that has metering enabled to display the Device Detail page.
3.
In the Software tab, click Metered Software to expand the panel.
Information in this section includes:

Column name

Description

Application

The name of the metered application. Click the application name to go to the detail page for the application.

Version

The version of the application installed. Major versions are listed separately in the Software Catalog, and they are metered separately. For example, version 4.1 and version 4.2 of an application appear as separate entries. This enables you to manage them and meter their usage separately. Minor versions, such as 4.123, 4.134, and 4.145 appear under the same entry, such as 4.x. Each version grouped under the 4.x entry is listed on the detail page for the application.

Hours Used

The length of time the application has been running on the device in the past seven days, expressed as a decimal. For example, 0.75 indicates that the application has been running for 45 minutes.

Launches

The number of times the application has been launched on the device in the past seven days.

Last Launch

The date and time of the most recent launch in the past seven days.

* 
NOTE: If new applications are installed between the time the inventory is collected from a device and the time the metering report is generated, those applications are not reported until the next time inventory is collected.

View metering information on the Device Detail page

Viewing Software Catalog metering information

View metering information on the Software Catalog Detail page
View metering information on the Device Detail page

You can view metering information on the Software Catalog Detail page and on the device detail page.

* 
NOTE: Metering information is available only if metering is enabled for devices and applications. For information, see Enabling and configuring metering for devices and applications.
View metering information on the Software Catalog Detail page

You can view metering information for Software Catalog applications on the Software Catalog Detail page.

The amount of metering information available on the Software Catalog Detail page is determined by the metering data retention settings. See About metering information.

1.
Go to the Software Catalog 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 Inventory, then click Software Catalog.
2.
Optional: Click the metering column header to sort the list by applications that are metered:
3.
Click the name of a metered application to display the Software Catalog Detail page.
Information on this page includes:

Column name

Description

Versions or Applications Installed

File Name

For applications, the name of the executable file.

Product Name

For suites, the suite name.

Version

The version number associated with the application.

Language

The language for which the application is designed. For example, English. Applications that are not designed for a specific language are designated as Language Neutral.

Installed

The number of managed devices that have the application installed. Click a number to view device information.

Metering

Last Day

The number of managed devices that have launched the application in the past 24 hours.

1-7 Days Ago

The number of managed devices that have launched the application in the past 7 days.

8-30 Days Ago

The number of managed devices that have launched the application in the past 8-30 days.

31-40 Days Ago

The number of managed devices that have launched the application in the past 31-40 days.

View metering information on the Device Detail page

You can view metering information for Software Catalog applications on the Device Detail page.

1.
Go to the Devices 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 Inventory, then click Devices.
2.
Click the name of a managed device that has metering enabled to display the Device Detail page.
3.
In the Software tab, click Metered Software to expand the panel.
Information in this section includes:

Column name

Description

Application

The name of the metered application. Click the application name to go to the detail page for the application.

Version

The version of the application installed. Major versions are listed separately in the Software Catalog, and they are metered separately. For example, version 4.1 and version 4.2 of an application appear as separate entries. This enables you to manage them and meter their usage separately. Minor versions, such as 4.123, 4.134, and 4.145 appear under the same entry, such as 4.x. Each version grouped under the 4.x entry is listed on the detail page for the application.

Hours Used

The length of time the application has been running on the device in the past seven days, expressed as a decimal. For example, 0.75 indicates that the application has been running for 45 minutes.

Launches

The number of times the application has been launched on the device in the past seven days.

Last Launch

The date and time of the most recent launch in the past seven days.

* 
NOTE: If new applications are installed between the time the inventory is collected from a device and the time the metering report is generated, those applications are not reported until the next time inventory is collected.

Disabling metering for Software Catalog applications and managed devices

Disabling metering for Software Catalog applications and managed devices

Disable metering for Software Catalog applications
Disabling metering for devices

Disabling metering for applications and devices stops the system from saving metering data for those applications and devices. Metering data that has already been saved, however, is retained.

Disable metering for Software Catalog applications

If metering is enabled for Software Catalog applications, you can disable it as needed.

1.
Go to the Software Catalog 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 Inventory, then click Software Catalog.
2.
Select the check box next to an application.
3.
Select Choose Action > Metering > Disable.

Metering is disabled and the metering icon is removed from the metering column next to the selected applications. Metering data, however, is retained.

Disabling metering for devices

If metering is enabled for devices, you can disable it as needed.

Disable metering for devices using manual labels

If metering is enabled for devices using manual labels, you can disable it by disabling metering in the label details.

1.
Go to the Labels 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, in the Home section, click Label Management.
c.
On the Label Management panel, click Labels.
2.
Select the check box next to a metering label.
3.
Select Choose Action > Disable Metering.

Metering is disabled on all the devices to which the label is applied. Metering data, however, is retained.

Disable metering for devices using Smart Labels

If metering is enabled for devices using Smart Labels, you can disable it by disabling metering in the Smart Label details.

1.
Go to the Smart Label 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, in the Home section, click Label Management.
c.
On the Label Management panel, click Smart Labels.
d.
Click the name of a Smart Label.
2.
Clear the Enable Metering check box.

Metering is disabled on all the devices to which the label is applied. Metering data, however, is retained.

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