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KACE Systems Management Appliance 15.0 - KACE Service Desk Administration 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 settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Enable API Access for the appliance Disable API Access for the appliance 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 Work with 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

Creating and modifying reports

Creating and modifying reports

Creating reports
Modifying reports
Customizing logos used for reports

You can create reports from list pages using SQL queries and from the Reporting section using the report wizard.

Creating reports

Creating reports

Create reports using the report wizard
Create dashboard report using report wizard
Create reports using SQL queries
Create dashboard report using SQL queries
Create reports from list pages
Configuring Chart Types for a Report
Duplicate reports
Edit SQL statements on reports created with the report wizard

You can create reports to collect and analyze data, such as inventory information.

There are several ways to create reports:

•
Use the report wizard on the Reports page. See Create reports using the report wizard.
•
Use the SQL report form on the Reports page. See Create reports using SQL queries.
•
Use the menu option on list pages, such as Devices, Assets, Managed Installations, and so on. See Create reports from list pages.

In addition, you can create charts and graphs by generating reports in XSL (Microsoft Excel) or CSV (comma-separated value) format, then importing the data into a tool such as Microsoft Excel.

* 
NOTE: Be aware that multibyte characters, such as those used to support Japanese and Chinese character sets, might display as "garbage characters" when CSV files are imported to Excel. For more information, contact Quest Support at https://support.quest.com/contact-support.

Create reports using the report wizard

Create reports using the report wizard

You can use the report wizard to identify the information you want to collect from the database without writing SQL queries.

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 Step 1 of 7- Title and Topic page.
3.
Specify the following settings:

Option

Description

Title

The display name of the report, which appears on the report list. Make the title as descriptive as possible, so you can distinguish the report from others in the list.

Category

The category of the report. If the category does not already exist, it is added to the drop-down list on the Reports page.

Description

A description of the report.

Show Line Numbers

Display a column with line numbers on the report.

Topic

The topic of the report. This setting determines the fields that are available for the report.

Add Subtopic

Click this link to add up to two related topics to the report. This enables you to show relationships between up to three types of data in the same report.

When you generate the report in HTML format, you can expand and collapse the rows to drill down into the information as needed.

When you click add a subtopic, additional options become available, depending on the topic you select. For example, if you select Device, Software, and File Synchronization, the following two check boxes appear:

•
Only show rows from Device with at least one File Synchronization row.
•
Only show rows from File Synchronization with at least one Software row.

Selecting these check boxes would limit the report to devices and software that have at least one child row. Device rows would appear in the report only if they have at least one corresponding software row; Software rows would appear in the report only if they have at least one corresponding File Synchronization row.

Clear these check boxes to show all device and software rows regardless of whether they contain any software or File Synchronization rows, respectively.

* 
NOTE: If you add Subtopic to your report, Steps 6 and 7 will no longer be available, and you will not be able to create a dashboard report.
4.
Click Next to display the Step 2 of 7 - Fields to Display page.
5.
Select the fields that you want to include in the report.
6.
Click Next to display the Step 3 of 7 - Column Order page.
7.
Drag the fields, from top to bottom, to set the order in which column headings appear. In the report output, columns headings appear in left-to-right order.
8.
Click Next to display the Step 4 of 7 - Sort and Breaks page.
9.
Configure how the rows are arranged:
◦
Order By: Specify how the results are sorted. Report data is organized by the selection in the first field, and then by the second field, and then by the third field. The first sort field is populated with the first field selected to be displayed on the report output page.
◦
Sequence: Specify whether to display the results in ascending or descending alphanumeric order.
◦
Break Header: Choose whether to group results under a subheading using the name of the field selected in Order By.
10.
Click Next to display the Step 5 of 7 - Filters page.
11.
Optional: If you do not want to return the entire data set in your report, add filter criteria:
a.
Click Specify rules to filter the records.
A rule set, with Match all of the following appears. These rules are equivalent to and statements in Boolean logic. To appear in the report, items must match all of the rules in this section.
b.
Specify filter criteria, then click Save.
c.
To add a rule to the current rule set, click the Add button .
d.
Select filter criteria, then click Add at the right of the row.
e.
To add a subset of rules, click the Add Subset button: .
The first nested subset adds a Match any of the following set of rules. These rules are equivalent to or statements in Boolean logic. This enables you to nest or criteria under the top-level and criteria. To appear in the report, items must match the criteria in the Match all of the following rule set and at least one criterion in the Match any of the following rule set.
f.
Click Add next to the rule set.
g.
Add additional rules and rule subsets as needed.
12.
Click Finish.
The Reports page 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.
* 
NOTE: Clicking Finish completes the creation of a regular report. To create a dashboard report using the wizard, see Create dashboard widget using report wizard .
13.
To run the report, click a format in the Generate Report column.
The output is generated. The first data column is automatically linked to the detail page for the item in the Administrator Console.

Create dashboard report using report wizard

Create dashboard report using report wizard

The Report wizard offers a guided interface to help users create customized, interactive report widgets. You can use the report wizard to identify the information you want to collect from the database without writing SQL queries.

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 Step 1 of 7- Title and Topic page.
3.
Specify the following settings:

Option

Description

Title

The display name of the report, which appears on the report list. Make the title as descriptive as possible, so you can distinguish the report from others in the list.

Category

The category of the report. If the category does not already exist, it is added to the drop-down list on the Reports page.

Description

A description of the report.

Show Line Numbers

Display a column with line numbers on the report.

Topic

The topic of the report. This setting determines the fields that are available for the report.

Add Subtopic

Dashboard report only supports a single topic.

* 
NOTE: If you add Subtopic to your report, Steps 6 and 7 will no longer be available, and you will not be able to create a dashboard widget.
4.
Click Next to display the Step 2 of 7 - Fields to Display page.
5.
Select the fields that you want to include in the report.
6.
Click Next to display the Step 3 of 7 - Column Order page.
7.
Drag the fields, from top to bottom, to set the order in which column headings appear. In the report output, columns headings appear in left-to-right order.
8.
Click Next to display the Step 4 of 7 - Sort and Breaks page.
9.
Configure how the rows are arranged:
◦
Order By: Specify how the results are sorted. Report data is organized by the selection in the first field, and then by the second field, and then by the third field. The first sort field is populated with the first field selected to be displayed on the report output page.
◦
Sequence: Specify whether to display the results in ascending or descending alphanumeric order.
◦
Break Header: Choose whether to group results under a subheading using the name of the field selected in Order By.
10.
Click Next to display the Step 5 of 7 - Filters page.
11.
Optional: If you do not want to return the entire data set in your report, add filter criteria:
a.
Click Specify rules to filter the records.
A rule set, with Match all of the following appears. These rules are equivalent to and statements in Boolean logic. To appear in the report, items must match all of the rules in this section.
b.
Specify filter criteria, then click Save.
c.
To add a rule to the current rule set, click the Add button .
d.
Select filter criteria, then click Add at the right of the row.
e.
To add a subset of rules, click the Add Subset button: .
The first nested subset adds a Match any of the following set of rules. These rules are equivalent to or statements in Boolean logic. This enables you to nest or criteria under the top-level and criteria. To appear in the report, items must match the criteria in the Match all of the following rule set and at least one criterion in the Match any of the following rule set.
f.
Click Add next to the rule set.
g.
Add additional rules and rule subsets as needed.
12.
To apply aggregation functions to summarize key metrics, click Create Dashboard Widget to display the Step 6 of 7 - Aggregation page.
This allows you to group your report data based on selected fields and apply aggregation functions to summarize key metrics.
a.
In the Group By section, select one or more fields to define how the data should be grouped in the widget.
* 
NOTE: Grouping allows you to categorize data into meaningful segments, making it easier to identify patterns, and trends.

Here's an example Patch By Severity report,

Topic: Patch

Group By: Severity ( Critical, Important, Low, Moderate, Recommended )

Aggregation Function: Field= Severity; Function = Count.

For more information, refer the Pie Chart in the Configuring Chart Types for a Report.

b.
To add a field, click the icon, select the field from the drop-down, and then click the Add button .
c.
In the Aggregate Function section, select a field to aggregate and choose an appropriate function, such as Summation, Average, Count, Minimum, or Maximum, to calculate key metrics. Aggregation helps in condensing large datasets into meaningful insights by applying these functions to grouped data.
d.
To add a field, click the icon, select the field from the drop-down, and then click the Add button .
e.
In the Post-Aggregate Sorting section, select the field to sort the results. Sorting is applied after the data has been grouped and aggregated.
f.
To add a field, click the icon, select the field and its sequence from the drop-down, and then click the Add button .
g.
In the Limit Result section, type the number of rows you want to display in the Number of Rows field. This limits how many rows of data are shown in the dashboard report
13.
Click Next to display the Step 7of 7 - Configure Chart page. This step enables you to configure and preview your dashboard chart.
a.
From the Please select the chart type you want to use drop-down list, select the chart type. Depending upon the chart type you select, the relevant fields populate in the Label and Axis Settings section.
b.
In the Label and Axis Settings section, enter appropriate values to configure the populated key elements for the widget based on the chart type selection.

For more information, refer the Configuring Chart Types for a Report.

c.
In the Publish Settings section, configure how your dashboard is published, including visibility and access permissions. For more information, refer the Configuring Chart Types for a Report.
d.
In the Visualization Settings section, configure visual details like legend placement, chart subtitles, fill settings. For more information, refer the Configuring Chart Types for a Report.
14.
Click Preview Chart to view how the chart will appear using the selected configuration.
15.
Click Finish.
The Reports page 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.
16.
To run the report, click a format in the Generate Report column.
The output is generated. The first data column is automatically linked to the detail page for the item in the Administrator Console.
17.
New report widget is created and based on the Dashboard permission user can add the widget into respective dashboards. For more information on how to add widgets to the dashboard, refer Adding a Widget.
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