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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

Restoring the appliance

Restoring the appliance

Restore the appliance using the most recent backup
Upload backup files to the appliance
Restore the appliance from backups
Restore the appliance to factory settings

You can restore appliance data using backup files, provided that backups are enabled and a matching pair of Differential and Base backup files are available. In addition, you can restore the appliance to its factory settings at any time.

Restoring the appliance destroys the data currently configured in the appliance. Quest KACE recommends that you off-load any backup files or data that you want to keep before you restore the appliance. In addition, restoring the appliance requires that the appliance be taken offline. The Administrator Console and the User Console are unavailable during the restore process.

* 
NOTE: To restore files, you must have a matched pair of Differential and Base backup files. Paired backup files reference the same appliance version number and date, and only paired backup files can be used to restore the appliance.

Restore the appliance using the most recent backup

Restore the appliance using the most recent backup

The appliance has a built-in ability to restore settings from the most recent backup directly from the appliance backup drive.

Appliance backups are enabled and you have a matching pair of Differential and Base backup files available. See Disable or enable appliance backups.

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 Control Panel, in the Backup Settings and Restore section, click the Restore appliance to prior backup to go to the Restore Backup page.
3.
In the Onboard Backups tab, select the most recent backup files.
4.
Click Restore from Backup, then click Yes to confirm.
The appliance is restored and restarted. The Administrator Console and the User Console are unavailable during the restore process. Progress appears in the browser window.

Upload backup files to the appliance

Upload backup files to the appliance

If you have copied your backup files to an off-appliance location, you can upload those files to the appliance manually using the Administrator Console, FTP, or Client Drop location process. FTP and Client Drop location uploads are useful if your backup files are more than 1 GB and uploading them through the Administrator Console causes the browser to time out.

You have copied backup files to an off-appliance location.

* 
NOTE: To restore files, you must have a matched pair of Differential and Base backup files. Paired backup files reference the same appliance version number and date, and only paired backup files can be used to restore the appliance.
•
To upload files using the Administrator Console:
1.
Go to the appliance Control Panel:
▪
If the Organization component is not enabled on the appliance, log in to the Administrator Console, http://appliance_hostname/admin, then click Settings.
▪
If the Organization component is enabled on the appliance, log in to the System Administration Console, http://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings.
2.
On the Control Panel, in the Backup Settings and Restore section, click any of the links to go to the Restore Backup page
Or
Click the Manually upload backup files link to go directly to the Uploads tab on the Restore Backup page.
3.
In the Uploads tab, under the Differential heading, click Choose File, to locate the Differential file you want to upload.
Any files larger then 1.5 GB can only be uploaded using FTP. For more information, see the procedure below. When files are uploaded through FTP, they appear available for download in the Restore section.
4.
In the Uploads tab, under the Base heading, click Choose File, to locate the matching Base file you want to upload.
* 
NOTE: To restore files, you must upload pairs of Differential and Base backup files. Paired backup files reference the same appliance version number and date, and only paired backup files can be used to restore the appliance.
5.
Click Upload Files.
The uploaded files appear in the Backups section of the Backup Settings page.
•
To upload your backup files to the appliance using FTP:
1.
Verify that Security Settings enable FTP access to backup files.
See Configure security settings for the appliance.
2.
Do one of the following:
▪
On a Windows device, open a command prompt, then at the C:\ prompt, enter: ftp k1000.
▪
Using any FTP client, access ftp k1000.
3.
Enter FTP login credentials.
The default credentials are:

Username: kbftp

Password: getbxf

* 
NOTE: To change the FTP password, see Configure security settings for the appliance. You cannot change the FTP username.
The uploaded files appear in the Backups section of the Backup Settings page.
•
To use the Client Drop location method for uploading backup files, place your backup files in the Client Drop location on the appliance.
Files placed in the Client Drop location are automatically identified as backup files and they become available for selection on the Backup Settings page within five minutes. See Copy files to the appliance Client Drop location.

Restore the appliance using the uploaded backup files. See Restore the appliance from backups.

Restore the appliance from backups

Restore the appliance from backups

You can restore the appliance from backup files as needed.

If you are restoring files from an off-appliance location, you have uploaded a matching pair of Differential and Base backup files to the appliance. See Upload backup files to the appliance.

If you are migrating an appliance to a new appliance, the two appliances must be the same version. If that is not the case, you must upgrade the old appliance to the version running on the new appliance.

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 Control Panel, in the Backup Settings and Restore section, click any of the links to go to the Restore Backup page
Or
Click the Restore appliance to prior backup link to go directly to the Onboard Backups tab on the Restore Backup page.
3.
In the Onboard Backups tab, select the pair of files you want to restore.
4.
If you want to disregard the network configuration from the backup files, and specify a new configuration under Restore Options, select Override Network Configuration, and specify the applicable options.
A set of options appears on this page when you select this check box. They are identical to the appliance network settings that you need to set up during an initial configuration. For complete information, see Change appliance network settings.
5.
Click Restore from Backup, then click Yes to confirm.
The appliance is restored and restarted. The Administrator Console and the User Console are unavailable during the restore process. Progress appears in the browser window.

This process can take up to one hour and the appliance will be unavailable during this time. The amount of time for a restore depends on the size of the backup files. Once the restore completes, the appliance reboots. After the reboot, the appliance will be in the same state as when the backup files were created. This includes the same authentication settings, network settings, and so on.

If the IP settings are not set upon reboot, try rebooting one or two times, to properly set the IP settings. If not they are not set using that method, try using the Console login netdiag/netdiag utility, and update the IP address there.

The appliance is restored and restarted.

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