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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

Examples of Include Text and Exclude Text for monitoring profiles

Examples of Include Text and Exclude Text for monitoring profiles

Full messages, parts of messages, and basic regular expressions can be used in the Include Text and Exclude Text fields for defining criteria.

Examples of field entries to match string formats

String Format

(what to match)

 

Example Data

 

Include Text

 

Comments

[any text]Error 32768 Physical memory running low[any text]

Error 32768 Physical memory running low

Error 32768 Physical memory running low

Matches:

"Error 32768 Physical memory running low"

Drive /dev/[any drive mount point] has drive errors

Drive /dev/sdi has drive errors

Drive /dev/[a-z]{1,} has drive errors

Matches:

"Drive /dev/"

followed by any word of any length containing the characters a-z

followed by "has drive errors"

Error nnnn: Disk is [any text]

2014-06-28: Error 4567: Disk is full

Error [0-9]{4}: Disk is

Matches:

"Error"

followed by any four-digit number

followed by ": Disk is"

Error nnnnnn [some error message]

Error 4096 Drive has errors

Error [0-9]{1,8}

Matches:

"Error"

followed by any 1- to 8-digit number

[FATAL] [some error message]

[FATAL] General exception occurred

[FATAL].*

Matches:

"[FATAL]"

followed by any message

error reading [text] on [some volume]:

error reading swap label on /dev/VolGroup00: [Errno 21] Is a directory

error reading.* on /dev/[a-zA-Z0-9]*:

Matches:

"error reading"

followed by any text

followed by "on /dev/"

followed by any mount point containing the characters a-z, A-Z, 0-9 of any length

followed by a colon

Examples of using Include Text and Exclude Text in conjunction to refine the alert output

Example A: String as exclude text

In this example, you are not interested in receiving alerts for disk errors about fragmented disks from a particular drive mount point, but you want all other errors to come through.

2015-02-03T15:38:45.129748-06:00 SLES12u0x64 Error code 4: Disk /dev/sda has errors

2015-02-03T15:38:45.129748-06:00 SLES12u0x64 Error code 5: Disk /dev/sda is fragmented

2015-02-03T15:38:45.129748-06:00 SLES12u0x64 Error code 6: Disk /dev/sda has a bad block

To raise alerts for the disk error and bad block but not for a fragmented disk, you could enter the following:

Include Text entry

Exclude Text entry

Error code.*Disk /dev/sd[a-z]

is fragmented

* 
NOTE: Include Text does not recognize line breaks within the text box. This means that if you entered
code 5
code 7
NOTE: the search would look for matches for code 5code 7. In this case you should use Add to create a separate line for the second inclusion.
NOTE: However, Exclude Text does recognize line breaks within the text box. This means that if you entered
code 5
code 7
NOTE: the search would look for matches for code 5 together with code 7. In this case you do not need to use Add to create a separate line for the second exclusion.

Example B: Basic regular expression as exclude text

In this example, you are not interested in receiving alerts for disk errors about fragmented disks or age information from a particular drive mount point, but you want all other errors to come through.

2015-02-03T15:38:45.129748-06:00 SLES12u0x64 Error code 4: Disk /dev/sda has errors

2015-02-03T15:38:45.129748-06:00 SLES12u0x64 Error code 5: Disk /dev/sda is fragmented

2015-02-03T15:38:45.129748-06:00 SLES12u0x64 Error code 6: Disk /dev/sda has a bad block

2015-02-03T15:38:45.129748-06:00 SLES12u0x64 Error code 7: Disk /dev/sda is more than 3 years old

To raise alerts for the preferred events while ignoring the events that contain error code 5 or error code 7, you could enter the following:

Include Text entry

Exclude Text entry

Error code.*Disk /dev/sd[a-z]

Error code [5|7]

Escaping special characters in the include or exclude criteria text fields

When you type characters into the exclude or include criteria text fields you can also enter special characters such as single or double quotes. However, if you use these special characters, they must be escaped with a backslash character (\) in order for the search to work properly.

Character

Description

'

single quote

"

double quote

`

back tick

\

backslash

For example, to search for Received 'redoubt started' message, you would type Received \'redoubt started\' message.

Dismiss an alert

Dismiss an alert

When you have dealt with an alert, you can dismiss it so that it does not appear in the lists of active alerts.

Dismissing an alert does not remove it from the database. If you want to delete the alert from the database, see Delete alerts.

1.
Go to the Monitoring Alerts list page in one of the following ways:
◦
If you have the Monitoring Alerts widget installed on your open Dashboard, click Monitoring Alerts.
◦
In the left navigation bar, select Monitoring > Alerts.
2.
Select the check box for the row that contains the alert message, then select Choose Action > Dismiss.
The alert list no longer displays the alert.

Retrieve and review alerts that have been dismissed from the alerts list

Retrieve and review alerts that have been dismissed from the alerts list

A dismissed alert remains in the database, and can be retrieved to the alerts list, where you can review it.

* 
NOTE: Deleted alerts cannot be retrieved.
1.
Go to the Monitoring Alerts list page in one of the following ways:
◦
If you have the Monitoring Alerts widget installed on your open Dashboard, click Monitoring Alerts.
◦
In the left navigation bar, select Monitoring > Alerts.
2.
Select Choose Action > Include Dismissed Alerts.
The alert list is repopulated with all dismissed alerts. These alerts are identified in the Status column with a status of Dismissed.

Delete alerts

Delete alerts

After you have dealt satisfactorily with an alert, you can delete it from the database.

1.
Go to the Monitoring Alerts 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 Monitoring, then click Devices.
2.
Select the check box next to one or more alerts.
3.
Select Choose Action > Delete, then click Yes to confirm.
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