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KACE Systems Management Appliance 14.1 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 About Remote Control 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

Disable the ITNinja feed

Disable the ITNinja feed

To prevent the ITNinja feed from being displayed in the Administrator Console, change the appliance settings that share data with Quest. This disables the ITNinja feed.

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 General Settings.
3.
In the Share With Quest section, clear the Share detailed usage data... check box.
4.
Click Save.

For more information on appliance General Settings, see Configure appliance General Settings with the Organization component enabled.

Managing Software Catalog inventory

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

Applications that have been identified as present on managed devices, and that match application definitions in the Software Catalog, are referred to as Software Catalog inventory.

About the Software Catalog

About the Software Catalog

Application classifications
About cataloged applications
About Locally Cataloged applications
About Not Allowed applications
Application categories
How Software Catalog information is collected
How the Software Catalog is used with the Organization component
How Software Catalog information is localized
How you can help improve the Software Catalog
Differences between the Software page and the Software Catalog page

The Software Catalog is a database that contains standardized information about more than 60,000 Windows and Mac applications and software suites. Information in the catalog includes the name, version, publisher, and category of each application or suite, as well as the operating system on which the application or suite runs.

The Software Catalog is available to all KACE SMAs running version 5.5 or higher. The catalog is continually updated and maintained by Quest to ensure that it is comprehensive, accurate, and up-to-date.

When managed devices that are running Agent version 5.5 or higher report application inventory, that inventory information is compared to items in the Software Catalog. Standardized application inventory information is then displayed under the Software Catalog tab.

The Software Catalog enables you to:

•
Identify the software installed on devices and view standardized information about that software. See Viewing Software Catalog information.
•
Enable metering to gather detailed information about software usage. See Using software metering.
•
Associate license information with software in the Software Catalog. This enables you to monitor software license compliance and usage for devices. See Add License assets for Software Catalog inventory.
•
Identify and mark software as Not Allowed. This enables you to prevent the use of software marked as Not Allowed. See Using Application Control.

The catalog contains information about software designed to run on Windows and Mac operating systems only. Software designed to run on Linux and other unsupported operating systems are not available in the catalog.

Application classifications

Application classifications

Applications that appear on the Software Catalog page are classified as Discovered, Not Discovered (Cataloged), and Uncataloged. The classification determines the kinds of actions you can perform and the type of information that is available for the applications.

Discovered applications

Discovered applications are executables in the appliance inventory that match the definitions of applications in the Software Catalog. You can enable metering for Discovered applications and suites, mark them as Not Allowed, and add license information for them. In addition, the Discovered application list can be exported in CSV format. You can export the Discovered application list, the Uncataloged list, and the Locally Cataloged list; you cannot export the entire Software Catalog.

Not Discovered applications

Applications that do not exist in the appliance inventory, but that do exist in the Quest KACE Software Catalog, are referred to as Not Discovered applications. You can enable metering for Not Discovered applications, mark them as Not Allowed, and add license information for them. However, because the applications have not been found in the local appliance inventory, the Not Discovered application list cannot be exported in CSV format.

Uncataloged applications

Uncataloged applications are executables that are in the appliance inventory but that do not appear in the Software Catalog. You can view applications that are listed as Uncataloged on the Software Catalog page. However, you cannot enable metering for Uncataloged applications, mark them as Not Allowed, or add license information for them.

Uncataloged applications must be added to the local or public Software Catalog before they can be metered, marked as Not Allowed, or associated with license information. See Adding applications to the Software Catalog.

* 
NOTE: If data retention is disabled for Uncataloged applications, the Uncataloged applications list is empty. See Configure Admin-level or organization-specific General Settings.
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