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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

View applications and suites that are marked as Not Allowed

View applications and suites that are marked as Not Allowed

You can view applications and suites that are marked as Not Allowed on the Software Catalog page.

1.
Go to the Software Catalog 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 Inventory, then click Software Catalog.
2.
Do one of the following:
◦
Click the Discovered or Not Discovered tab above the list on the left, then click the Not Allowed button on the Software Catalog page to sort the results by applications that are marked as Not Allowed: .
◦
Click the Advanced Search tab above the list on the right, then specify the criteria required for to view applications marked as Not Allowed:

Software Catalog: Not Allowed | is | True

3.
Click Search.

Create reports showing applications marked as Not Allowed

Create reports showing applications marked as Not Allowed

You can create reports that show the applications that are marked as Not Allowed, and the devices on which those applications are installed.

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 Report Title page.
3.
Specify the following settings:

Option

Description

Title

Not Allowed Software.

Category

Software.

Description

Software marked as Not Allowed.

Show Line Numbers

(Optional) Select the check box to add a column with line numbers to the report.

Topic

Software Catalog - Discovered Software.

Subtopic

Device

4.
Click Next to display the Fields to Display page.
5.
Select report fields, such as:
◦
Name: The name of the application.
◦
Installed On: The number of devices on which the application is installed.
◦
Category: The category of the application.
◦
Device: Information about the devices on which the application is installed.
6.
Click Next to display the Column Order page.
7.
Drag the columns to set the order in which you want columns to appear in the report, then click Next to display the Sort and Breaks page.
8.
Select Sort and Break options, then click Next to display the Filters page.
9.
Click Specify rules to filter the records, then specify the criteria required to find applications marked as Not Allowed:
Discovered Software Info: Not Allowed | = | 1
10.
Click Save in the row, then click Save at the bottom of the page.
The Reports list 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.
11.
To run the report, click a format in the Generate Report column.

The report is generated. In HTML reports, the first data column is automatically linked to the detail page for the item in the Administrator Console. For more information about reports, see Creating reports.

Remove the Not Allowed designation from applications

Remove the Not Allowed designation from applications

If you have marked applications as Not Allowed, you can remove that designation as needed.

The Not Allowed designation is organization-specific. If the Organization component is enabled on your appliance, you apply and remove the Not Allowed designation from applications in each organization separately.

Tip:
 
TIP: By default, applications are allowed unless you mark them as Not Allowed.
1.
Go to the Software Catalog 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 Inventory, then click Software Catalog.
2.
Select the check box next to one or more applications.
3.
Select Choose Action > Mark Allowed.
The applications are marked as Allowed and the Not Allowed symbol is removed.

Update or reinstall the Software Catalog

Update or reinstall the Software Catalog

The Software Catalog is continually updated as new applications become available and as cataloging requests are received. These updates are automatically downloaded and installed to KACE SMAs periodically. You can manually check for updates to the Software Catalog, or reinstall the catalog.

If you have an offline appliance that does not connect to the Internet, you can obtain Software Catalog updates by contacting Quest Support at https://support.quest.com/contact-support.

* 
NOTE: When catalog updates are downloaded, the appliance determines whether any Locally Cataloged applications have been added to the public Software Catalog. If applications have been added, Local Cataloging is removed. Otherwise, Local Cataloging is preserved.
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 Appliance Updates to display the Appliance Updates page.
3.
Do one of the following:
◦
In the Software Catalog section, click Check for Update.

If the Software Catalog is up to date, the Logs page appears showing the version information. If an update is available, installation information is displayed. The full catalog might be installed if any of the following are true: If there is no baseline catalog present on the appliance, if there is no pathway to updating the full catalog, or if there are more than five updates available

◦
In the Software Catalog section, click Reinstall.

The version of the Software Catalog that is stored on the appliance is replaced with the latest Software Catalog available from Quest KACE. The full Software Catalog includes the latest full version of the catalog as well as any updates, or differentials, that have been added since the latest full version was released.

◦
If your appliance is offline and does not have Internet access, contact Quest Support at https://support.quest.com/contact-support.
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