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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

Creating and modifying reports

Creating and modifying reports

Creating reports
Modifying reports
Customizing logos used for reports

You can create reports from list pages using SQL queries and from the Reporting section using the report wizard.

Creating reports

Creating reports

Create reports using the report wizard
Create reports using SQL queries
Create reports from list pages
Duplicate reports
Edit SQL statements on reports created with the report wizard
Create reports from history lists

You can create reports to collect and analyze data, such as inventory information.

There are several ways to create reports:

•
Use the report wizard on the Reports page. See Create reports using the report wizard.
•
Use the SQL report form on the Reports page. See Create reports using SQL queries.
•
Use the menu option on list pages, such as Devices, Assets, Managed Installations, and so on. See Create reports from list pages.

In addition, you can create charts and graphs by generating reports in XSL (Microsoft Excel) or CSV (comma-separated value) format, then importing the data into a tool such as Microsoft Excel.

* 
NOTE: Be aware that multibyte characters, such as those used to support Japanese and Chinese character sets, might display as "garbage characters" when CSV files are imported to Excel. For more information, contact Quest Support at https://support.quest.com/contact-support.

Create reports using the report wizard

Create reports using the report wizard

You can use the report wizard to identify the information you want to collect from the database without writing SQL queries.

1.
Go to the Reports list by doing one of the following:
◦
If your appliance has the Organization component enabled, and you want to access a System-level report:

Log in to the appliance System Administration Console, https://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page. Then click Reporting.

System-level reports include consolidated reports that aggregate information from all organizations, as well as standard reports for various appliance components.

◦
If your appliance does not have the Organization component enabled, or if you want to access an organization-level report, 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. Then click Reporting.

Organization-level reports include standard reports for various appliance components. If the Organization component is enabled on your appliance, these reports provide information specific to the selected organization.

The Reports list appears.
2.
Select Choose Action > New (Wizard) to display the Step 1 of 5 - Title and Topic page.
3.
Specify the following settings:

Option

Description

Title

The display name of the report, which appears on the report list. Make the title as descriptive as possible, so you can distinguish the report from others in the list.

Category

The category of the report. If the category does not already exist, it is added to the drop-down list on the Reports page.

Description

A description of the report.

Show Line Numbers

Display a column with line numbers on the report.

Topic

The topic of the report. This setting determines the fields that are available for the report.

add a subtopic

Click this link to add up to two related topics to the report. This enables you to show relationships between up to three types of data in the same report.

When you generate the report in HTML format, you can expand and collapse the rows to drill down into the information as needed.

When you click add a subtopic, additional options become available, depending on the topic you select. For example, if you select Device, Software, and File Synchronization, the following two check boxes appear:

•
Only show rows from Device with at least one File Synchronization row.
•
Only show rows from File Synchronization with at least one Software row.

Selecting these check boxes would limit the report to devices and software that have at least one child row. Device rows would appear in the report only if they have at least one corresponding software row; Software rows would appear in the report only if they have at least one corresponding File Synchronization row.

Clear these check boxes to show all device and software rows regardless of whether they contain any software or File Synchronization rows, respectively.

4.
Click Next to display the Step 2 of 5 - Fields to Display page.
5.
Select the fields that you want to include in the report.
6.
Click Next to display the Step 3 of 5 - Column Order page.
7.
Drag the fields, from top to bottom, to set the order in which column headings appear. In the report output, columns headings appear in left-to-right order.
8.
Click Next to display the Step 4 of 5 - Sort and Breaks page.
9.
Configure how the rows are arranged:
◦
Order By: Specify how the results are sorted. Report data is organized by the selection in the first field, and then by the second field, and then by the third field. The first sort field is populated with the first field selected to be displayed on the report output page.
◦
Sequence: Specify whether to display the results in ascending or descending alphanumeric order.
◦
Break Header: Choose whether to group results under a subheading using the name of the field selected in Order By.
10.
Click Next to display the Step 5 of 5 - Filters page.
11.
Optional: If you do not want to return the entire data set in your report, add filter criteria:
a.
Click Specify rules to filter the records.
A rule set, with Match all of the following appears. These rules are equivalent to and statements in Boolean logic. To appear in the report, items must match all of the rules in this section.
b.
Specify filter criteria, then click Save.
c.
To add a rule to the current rule set, click the Add button .
d.
Select filter criteria, then click Add at the right of the row.
e.
To add a subset of rules, click the Add Subset button: .
The first nested subset adds a Match any of the following set of rules. These rules are equivalent to or statements in Boolean logic. This enables you to nest or criteria under the top-level and criteria. To appear in the report, items must match the criteria in the Match all of the following rule set and at least one criterion in the Match any of the following rule set.
f.
Click Add next to the rule set.
g.
Add additional rules and rule subsets as needed.
12.
Click Finish.
The Reports page appears with the new report listed. The View By list, which appears above the table on the right, is automatically set to the category of the new report.
13.
To run the report, click a format in the Generate Report column.
The output is generated. In HTML reports, the first data column is automatically linked to the detail page for the item in the Administrator Console.
Tip:
 
TIP: Charts and graphs cannot be created from within the appliance reporting tool. To create charts or graphs, generate a report in XLS (Microsoft Excel) or CSV (comma-separated value) format, then import the data into a tool that has chart or graph capabilities, such as Microsoft Excel.

Create reports using SQL queries

Create reports using SQL queries

You can create reports by entering SQL queries on the report form.

If you do not know the SQL queries to use, consider using the report wizard. See Create reports using the report wizard.

1.
Go to the Reports list by doing one of the following:
◦
If your appliance has the Organization component enabled, and you want to access a System-level report:

Log in to the appliance System Administration Console, https://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page. Then click Reporting.

System-level reports include consolidated reports that aggregate information from all organizations, as well as standard reports for various appliance components.

◦
If your appliance does not have the Organization component enabled, or if you want to access an organization-level report, 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. Then click Reporting.

Organization-level reports include standard reports for various appliance components. If the Organization component is enabled on your appliance, these reports provide information specific to the selected organization.

The Reports list appears.
2.
Select Choose Action > New (SQL) to display the Report Detail page.
3.
Specify report settings:

Option

Description

Title

The display name of the report, which appears on the report list. Make the title as descriptive as possible, so you can distinguish the report from others in the list.

Description

A description of the report.

Category

The category of the report. If the category does not already exist, it is added to the drop-down list on the Reports page.

Break on Columns

A comma-separated list of SQL column names. The report generates break headers and subtotals for these columns.

Show Line Numbers

Display a column with line numbers on the report.

SQL

The query statement that generates the report data. For more information, go to the MySQL documentation at http://dev.mysql.com/doc/refman/5.0/en/.

When writing a report or query against the Service Desk HD_Ticket table, be aware that the User custom field stores the user ID from the USER table in the HD_TICKET table, which is the table that holds the ticket record. If you want to display the username instead of the user ID in the report, you need to JOIN on the USER table.

See Database table names.

Organization settings

These settings are available only at the System level on appliances with the Organization component enabled. Options include:

•
All Organizations: The SQL Select statement is modified to iterate across all organizations, and the report contains information for all organizations.
•
Aggregate results: The SQL Select statement is modified to combine the records of all organizations, and the report contains summary information for all organizations. Standard reports of this type are categorized as Consolidated Reports.
4.
Click Save.
The appliance checks the report syntax and displays any errors.
5.
To run the new report, click a format in the Generate Report column.
Tip:
 
TIP: Charts and graphs cannot be created from within the appliance reporting tool. To create charts or graphs, generate a report in XLS (Microsoft Excel) or CSV (comma-separated value) format, then import the data into a tool that has chart or graph capabilities, such as Microsoft Excel.
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