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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 monitoring for one or more devices

Disable monitoring for one or more devices

When you no longer want to monitor a device, you can disable the capability, after which the device no longer counts against your license limit.

You can disable monitoring for a device in three locations. Two of the locations you use for individual devices and one location you use for a group of devices.

•
Disable monitoring from a device's Device Detail page:
1.
On the left navigation bar, click Inventory, then click Devices.
2.
Click the name of a device.
3.
Click the Activities tab to expand the Monitoring section.
4.
Click Disable Monitoring.
5.
Confirm the action on the confirmation dialog.
•
Disable monitoring from a device's Monitoring Detail page:
1.
On the left navigation bar, click Monitoring, then click Devices.
2.
Click the name of a device.
3.
On the Monitoring Detail page, click Disable.
4.
Confirm the action on the confirmation dialog.
•
Disable monitoring for multiple devices from the Devices list.
1.
On the left navigation bar, click Monitoring, then click Devices.
2.
Select the check boxes preceding all the devices on which you want to disable monitoring.
3.
Select Choose Action > Disable Monitoring.
4.
Confirm the action on the confirmation dialog.

Disabling monitoring does not delete the device's alerts. On the Monitoring Alerts list page, for an alert relating to a disabled device, the Device column entry contains Device deleted or no longer monitored. If you re-enable monitoring for this device, however, the appliance treats the device as a newly monitored device. In this case, the earlier alerts from the device still appear as Device deleted or no longer monitored.

For information on deleting alerts, see Delete alerts.

Enable monitoring for one or more devices

Enable monitoring for one or more devices

When you want to monitor a device, you can start monitoring it. Any devices that are enabled for monitoring count against your license limit.

Important:
 
IMPORTANT: Enabling monitoring on SNMP-managed devices does not count against the license limit.

You can enable monitoring for a device in three locations. Two of the locations you use for individual devices and one location you use for a group of devices.

•
Enable monitoring from a device's Device Detail page:
1.
On the left navigation bar, click Inventory, then click Devices.
2.
Click the name of a device.
3.
Click the Activities tab to expand the Monitoring section.
4.
Click Enable Monitoring.
5.
Confirm the action on the confirmation dialog.
•
Enable monitoring for multiple devices from the Devices list.
1.
On the left navigation bar, click Inventory, then click Devices.
2.
Select the check boxes preceding all the devices on which you want to enable monitoring.
3.
Select Choose Action > Enable Monitoring.
4.
Confirm the action on the confirmation dialog.

Enabling monitoring for a device allows the device to generate alerts when certain thresholds are met. If you re-enable monitoring for this device, the appliance treats the device as a newly monitored device. In this case, the previous device alerts appear as Device deleted or no longer monitored. For information on deleting alerts, see Delete alerts.

Working with alerts

Working with alerts

Add notification schedules from the Monitoring Alerts list page
Create a Service Desk ticket from an alert
Search for alerts using Filter criteria
Filtering alerts using the Include Text and Exclude Text capability
Dismiss an alert
Retrieve and review alerts that have been dismissed from the alerts list
Delete alerts

When server monitoring produces an alert, you have various responses available to you.

You can use the alert as a basis for a Service Desk ticket or an automated email notification. After dealing with the alert according to your procedures, you can dismiss it, or delete it entirely.

If you have added the monitoring widgets to your Dashboard, you can see at a glance the current top alerts, with links to the Monitoring Alerts list page and the Monitored Devices list page.

The following icons indicate alert level:

•
: Stopped
•
: Error
•
: Warning
•
: Information
•
: Done

Add notification schedules from the Monitoring Alerts list page

Add notification schedules from the Monitoring Alerts list page

You can add monitoring alert notification schedules for devices, alert levels, messages, and other alert information. These schedules enable the appliance to notify administrators through email or push notification to a KACE GO mobile device when specified criteria are met.

You have configured your email notification settings.

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 click Notification, to the right above the alerts list, to display the Notification panel.
3.
Select notification criteria. For example, to send a notification when information alerts are generated, specify the following:
Level | is | Information
4.
Provide the following information below the notification criteria:

Field

Description

Title

The information that you want to appear in the Subject line of the email.

Email Recipient

The email address or addresses of intended recipients. Email addresses must be fully qualified email addresses. To send email to multiple addresses, use commas to separate each address, or use email distribution lists.

Frequency

The interval at which the appliance runs the query to compare the selected criteria with items in inventory. If criteria are met, the notification is sent.

5.
Optional: Select the check box for Send to KACE GO if you want the alert to be pushed to a mobile device that has the KACE GO app.
Mobile device access must be enabled for this option to be available. See Configuring Mobile Device Access.
6.
Optional: To verify the criteria, click Test.
The list is refreshed to show items that match the specified criteria. Notifications are not sent during the test.
7.
Click Save.

The notification is created and it appears on the Notification Schedule page. For information about scheduling the frequency of the notification, see Edit notification schedules.

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