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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

Disk status

Disk status

The daily run output report, which is automatically emailed to the system administrator every day, includes a Disk status table.

Filesystem

Size

Used

Avail

Capacity

Mounted on

/dev/twed0s1a

38G

3.6G

32G

10%

/

devfs

1.0K

1.0K

0B

100%

/dev

fdescfs

1.0K

1.0K

0B

100%

/dev/fd

procfs

4.0K

4.0K

0B

100%

/proc

The following columns appear in the Disk status table.

Column heading

Description

Filesystem

The name of the file system.

Size

The amount of disk space allocated to the specified file system.

Used

The amount of disk space in use by the specified file system.

Avail

The amount of free disk space available to the specified file system.

Capacity

The percentage of disk space available to the specified file system.

Mounted on

The disk partition on which the specified file system is located.

Appliance network interface status

Appliance network interface status

The daily run output report, which is automatically emailed to the system administrator every day, includes a Network interface status table.

Make sure the Ierrs/Oerrs are zero. Other values indicate network failures.

If you notice consistent errors, contact Quest Support at https://support.quest.com/contact-support.

Appliance up-time and load averages

Appliance up-time and load averages

The daily run output report, which is automatically emailed to the system administrator every day, shows the appliance up-time and load averages.

The load averages vary depending on the appliance load when the report runs.

The following indicates the amount of time the appliance has been up since the last time it was powered off. In this example, no users are logged on to the appliance.


Local system status:
2:01AM up 7 days, 4:12, 0 users, load averages: 0.05, 0.20, 0.15

Email system health

Email system health

Verify SMTP settings

The daily run output report, which is automatically emailed to the system administrator every day, shows the health of the email system.

The following messages are the standard FreeBSD messages regarding the health of email systems.

There should be no email messages in the queues. If messages appear in the queues, see Verify SMTP settings.


Mail in local queue:
/var/spool/mqueue is empty
Total requests: 0
Mail in submit queue:
/var/spool/clientmqueue is empty
Total requests: 0
Security check:
(output mailed separately)
Checking for rejected mail hosts:
Checking for denied zone transfers (AXFR and IXFR):
tar: Removing leading /' from member names
Verify SMTP settings

If email messages appear in the queues, verify your SMTP settings.

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.
Click Network Settings to display the Network Settings page.
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