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KACE Systems Management Appliance 13.2 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 Agent 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
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 Managing Mac profiles 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 Maintaining device and appliance security Manage quarantined file attachments
Using reports and scheduling notifications Monitoring servers
Getting started with server 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

Manually deploying the KACE Agent

Manually deploying the KACE Agent

Obtaining Agent installation files
Manually deploying the KACE Agent on Windows devices
Manually deploying and upgrading the KACE Agent on Linux devices
Performing Agent operations on Linux devices
Manually deploying and upgrading the KACE Agent on Mac devices
Performing other Agent operations on Mac devices
Viewing information collected by the Agent

Manual deployment is useful when automated Agent provisioning is not practical or when you want to deploy the KACE Agent using email, logon scripts, GPO (Group Policy Objects), or Active Directory.

•
Email: To deploy KACE Agents through email, you would send an email to your users that contains one of the following:
◦
The Agent installation file.
◦
A link to the appliance where the Agent file can be downloaded.
◦
A web location where the required installation file can be downloaded.
•
Logon scripts: Logon scripts enable you to deploy the KACE Agent when users log on to a device. If you use logon scripts, you would upload the appropriate file in an accessible directory and create a logon script to retrieve it.

Obtaining Agent installation files

Obtaining Agent installation files

Agent installation files are available on the appliance.

You can find the KACE Agent installers for Windows, Mac OS X, and Linux devices on the appliance in the following directory:

\\appliance_hostname\client\agent_provisioning

* 
NOTE: File sharing must be enabled to access the installers. See Enable file sharing at the System level.

The appliance uses a registration process, allowing authenticated KACE Agents to connect to the appliance, either by associating a token with an Agent, or having an appliance administrator approve a connection request. Agent installers obtained this way do not include a valid token. You can pass the agent token to the installer manually using one of the following options:

•
Windows devices:
◦
Use the following parameters when starting the installer: HOST=<appliance_hostname> TOKEN=<agent_token>, or:
◦
Manually change the installation file name using the following syntax: AMPAgent-xx.xx.xx-x86_<appliance_hostname>+<agent_token>.msi
•
Non-Windows devices:
◦
Use the KACE_HOST and KACE_TOKEN environment variables to specify the appliance host name and agent token before you run the installation file, or:
◦
Manually change the installation file name using the following syntax: <agent_installation_filename>_<appliance_hostname>+<agent_token>.<extension>

If you do not specify a valid token string during the Agent installation, any connection requests result in the Agent being quarantined.

Alternatively, you can download Agent token installer bundles for your operating system from the Agent Token Detail page. For complete information, see Registering KACE Agent with the appliance.

Manually deploying the KACE Agent on Windows devices

Manually deploying the KACE Agent on Windows devices

Manually deploy the KACE Agent on Windows devices using the installation wizard
Manually deploy the KACE Agent on Windows devices using the Command line
Manage the KACE Agent on Windows devices using the Windows system tray

You can manually deploy the KACE Agent on Windows devices using the installation wizard or from the command line on devices.

When you install the Agent manually, the Agent executable files must be installed in the following locations:

•
Windows 32-bit devices: C:\Program Files\Quest\KACE\
•
Window 64-bit devices: C:\Program Files (x86)\Quest\KACE\

The Agent configuration files, logs, and other data are stored in:

•
Windows 32-bit devices: C:\Documents and Settings\All Users\Quest\KACE
•
Window 64-bit devices: C:\ProgramData\Quest\KACE
Manually deploy the KACE Agent on Windows devices using the installation wizard

You can manually deploy the KACE Agent on Windows devices by running the installation wizard on devices.

1.
Go to the shared directory of the appliance:
\\appliance_hostname\client\agent_provisioning\windows_platform
2.
Copy the ampagent-x.x.xxxxx-x86.msi file to the device.
3.
Double-click the file to start the installation and follow the instructions in the installation wizard.
4.
If you want to register the agent with the appliance:
◦
Use the following parameters when starting the installer: HOST=<appliance_hostname> TOKEN=<agent_token>, or:
◦
Manually change the installation file name using the following syntax: AMPAgent-xx.xx.xx-x86_<appliance_hostname>+<agent_token>.msi
You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance.

The device information appears in the appliance Inventory within a few minutes. See Managing applications on the Software page.

Manually deploy the KACE Agent on Windows devices using the Command line

There are several ways to deploy the Agent from the command line on Windows devices.

For example:

•
In a batch file as part of a logon script that runs the installer (msiexec) and sets various parameters, such as the value of the host.
•
Set an environment variable for the server name then run the installer.
•
Change name of the installer, which automatically sets the server name during the installation.

The following table shows command line parameters used to deploy the Agent.

Table 21. Command line parameters for the Agent

Description

Parameter

Windows Installer Tool

msiexec or msiexec.exe

Install flag

/i

Example:

msiexec /i ampagent-6.x.xxxxx-x86

Uninstall flag

/x

Example:

msiexec /x ampagent-6.x.xxxxx-x86

Silent install

/qn

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86

Log verbose output

/L*v log.txt

Example:

msiexec /qn /L*v C:\temp\log.txt /i ampagent-6.x.xxxxx-x86

Auto set hostname: Rename the installation file to the name of the server name, which automatically sets the hostname

rename agent_installer.msi_hostname.msi

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86_kace_sma.example.com.msi

Set properties

PROPERTY=value (Must use ALL CAPS)

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=kace_sma.example.com

Set server name

set KACE_SERVER=kace_sma_name

Must be followed by an msiexec call to install

Example:

set KACE_SERVER=kboxmsiexec /i ampagent-6.x.xxxxx-x86

Prevent the installation of logon or bootup hooks, and preserve existing userinit.exe files

NOHOOKS=1

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=kace_sma.example.com NOHOOKS=1

Install the Agent but do not start the service. This enables the Agent to be imaged and cloned to other devices

CLONEPREP=yes/no

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=kace_sma.example.com CLONEPREP=yes

Set the debug level for the Agent when it generates logs

DEBUG=true/all

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=kace_sma.example.com DEBUG=true

Force the Agent to communicate through HTTPS only. It cannot fall back to HTTP if HTTPS is unavailable

SSLREQUIRED=true

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=kace_sma.example.com SSLREQUIRED=true

The system looks for the value of host in these locations in the order shown:

1.
The installer file
2.
The HOST property value
3.
KACE_SERVER (environment variable)
4.
The amp.conf file

If you want to register the agent with the appliance:

•
Use the following parameters when starting the installer: HOST=<appliance_hostname> TOKEN=<agent_token>, or:
•
Manually change the installation file name using the following syntax: AMPAgent-xx.xx.xx-x86_<appliance_hostname>+<agent_token>.msi

You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance

CAUTION:
 
CAUTION: If you leave the host value empty, you must set the environment variable. Otherwise, the Agent will not connect to the appliance. Quest recommends that you use the fully qualified domain name as the hostname.
Manage the KACE Agent on Windows devices using the Windows system tray

You can view the status of the KACE Agent, force inventory, and display agent information using the Windows system tray.

To access the KACE Agent status using the system tray, you must enable the Agent Status On Device option in the Agent and Communication Settings section. For more information, see Configure Agent communication and log settings.

1.
On the device where the KACE Agent is running, in the Windows system tray, click .
The indicator in the bottom-right corner of the icon indicates if the agent status:
◦
: The agent is connected to the appliance.
◦
: The agent is snoozed.
◦
: The agent has pending actions.
◦
: The agent is disconnected from the appliance.
2.
To find out if the agent is connected to the appliance, observe the Status icon in the menu.
This is the same indicator that appears on the Agent icon, that tells you whether the agent is connected, snoozed, has pending actions, or disconnected from the appliance, as described above.
3.
To run the device inventory, click Inventory in the menu.
4.
To restart the agent, click Restart Agent in the menu.
5.
To temporarily suspend the agent's activity during a specific time period, click Snooze Agent, and select a time period in the menu. You can snooze the agent for 15 minutes, 30 minutes, one hour, or two hours.
* 
NOTE: You can only snooze the agent if the Agent Snooze on Device option is enabled in the Agent and Communication Settings section on the appliance, and if the maximum number of snoozes is not reached. For more information, see Configure Agent communication and log settings.
Snoozing an agent does not stop any ongoing agent processes on the device. It only prevents the agent from starting a new process. If an agent snooze is not possible, for example, due to configuration, an error message appears.
6.
To install the patches downloaded to the Agent device, click Deploy staged patches.
* 
NOTE: This menu item only appears when a Detect, Stage and On-demand Deploy patch or Windows Feature schedule downloads all applicable patches to the Agent device. For more information, see Configure patch schedules.
7.
To access any agent-related links, click Shortcuts in the menu, and then click a link, as applicable. Any standard Uniform Resource Identifier (URI) links are supported, such as https, ssh, and ftp URLs.
This menu item only appears when your system administrator specifies one or more links. For more information, see Configure Agent communication and log settings.
The link causes the OS to launch the application associated with the selected resource. For example, to open an HTTP link, your system opens the link in the default browser.
8.
To find out more information about the agent application, click About.

Manually deploy the KACE Agent on Windows devices using the installation wizard

Manually deploying the KACE Agent on Windows devices

Manually deploy the KACE Agent on Windows devices using the installation wizard
Manually deploy the KACE Agent on Windows devices using the Command line
Manage the KACE Agent on Windows devices using the Windows system tray

You can manually deploy the KACE Agent on Windows devices using the installation wizard or from the command line on devices.

When you install the Agent manually, the Agent executable files must be installed in the following locations:

•
Windows 32-bit devices: C:\Program Files\Quest\KACE\
•
Window 64-bit devices: C:\Program Files (x86)\Quest\KACE\

The Agent configuration files, logs, and other data are stored in:

•
Windows 32-bit devices: C:\Documents and Settings\All Users\Quest\KACE
•
Window 64-bit devices: C:\ProgramData\Quest\KACE
Manually deploy the KACE Agent on Windows devices using the installation wizard

You can manually deploy the KACE Agent on Windows devices by running the installation wizard on devices.

1.
Go to the shared directory of the appliance:
\\appliance_hostname\client\agent_provisioning\windows_platform
2.
Copy the ampagent-x.x.xxxxx-x86.msi file to the device.
3.
Double-click the file to start the installation and follow the instructions in the installation wizard.
4.
If you want to register the agent with the appliance:
◦
Use the following parameters when starting the installer: HOST=<appliance_hostname> TOKEN=<agent_token>, or:
◦
Manually change the installation file name using the following syntax: AMPAgent-xx.xx.xx-x86_<appliance_hostname>+<agent_token>.msi
You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance.

The device information appears in the appliance Inventory within a few minutes. See Managing applications on the Software page.

Manually deploy the KACE Agent on Windows devices using the Command line

There are several ways to deploy the Agent from the command line on Windows devices.

For example:

•
In a batch file as part of a logon script that runs the installer (msiexec) and sets various parameters, such as the value of the host.
•
Set an environment variable for the server name then run the installer.
•
Change name of the installer, which automatically sets the server name during the installation.

The following table shows command line parameters used to deploy the Agent.

Table 21. Command line parameters for the Agent

Description

Parameter

Windows Installer Tool

msiexec or msiexec.exe

Install flag

/i

Example:

msiexec /i ampagent-6.x.xxxxx-x86

Uninstall flag

/x

Example:

msiexec /x ampagent-6.x.xxxxx-x86

Silent install

/qn

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86

Log verbose output

/L*v log.txt

Example:

msiexec /qn /L*v C:\temp\log.txt /i ampagent-6.x.xxxxx-x86

Auto set hostname: Rename the installation file to the name of the server name, which automatically sets the hostname

rename agent_installer.msi_hostname.msi

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86_kace_sma.example.com.msi

Set properties

PROPERTY=value (Must use ALL CAPS)

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=kace_sma.example.com

Set server name

set KACE_SERVER=kace_sma_name

Must be followed by an msiexec call to install

Example:

set KACE_SERVER=kboxmsiexec /i ampagent-6.x.xxxxx-x86

Prevent the installation of logon or bootup hooks, and preserve existing userinit.exe files

NOHOOKS=1

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=kace_sma.example.com NOHOOKS=1

Install the Agent but do not start the service. This enables the Agent to be imaged and cloned to other devices

CLONEPREP=yes/no

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=kace_sma.example.com CLONEPREP=yes

Set the debug level for the Agent when it generates logs

DEBUG=true/all

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=kace_sma.example.com DEBUG=true

Force the Agent to communicate through HTTPS only. It cannot fall back to HTTP if HTTPS is unavailable

SSLREQUIRED=true

Example:

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=kace_sma.example.com SSLREQUIRED=true

The system looks for the value of host in these locations in the order shown:

1.
The installer file
2.
The HOST property value
3.
KACE_SERVER (environment variable)
4.
The amp.conf file

If you want to register the agent with the appliance:

•
Use the following parameters when starting the installer: HOST=<appliance_hostname> TOKEN=<agent_token>, or:
•
Manually change the installation file name using the following syntax: AMPAgent-xx.xx.xx-x86_<appliance_hostname>+<agent_token>.msi

You can obtain the agent token string from the Agent Token Detail page. For more details, see Registering KACE Agent with the appliance

CAUTION:
 
CAUTION: If you leave the host value empty, you must set the environment variable. Otherwise, the Agent will not connect to the appliance. Quest recommends that you use the fully qualified domain name as the hostname.
Manage the KACE Agent on Windows devices using the Windows system tray

You can view the status of the KACE Agent, force inventory, and display agent information using the Windows system tray.

To access the KACE Agent status using the system tray, you must enable the Agent Status On Device option in the Agent and Communication Settings section. For more information, see Configure Agent communication and log settings.

1.
On the device where the KACE Agent is running, in the Windows system tray, click .
The indicator in the bottom-right corner of the icon indicates if the agent status:
◦
: The agent is connected to the appliance.
◦
: The agent is snoozed.
◦
: The agent has pending actions.
◦
: The agent is disconnected from the appliance.
2.
To find out if the agent is connected to the appliance, observe the Status icon in the menu.
This is the same indicator that appears on the Agent icon, that tells you whether the agent is connected, snoozed, has pending actions, or disconnected from the appliance, as described above.
3.
To run the device inventory, click Inventory in the menu.
4.
To restart the agent, click Restart Agent in the menu.
5.
To temporarily suspend the agent's activity during a specific time period, click Snooze Agent, and select a time period in the menu. You can snooze the agent for 15 minutes, 30 minutes, one hour, or two hours.
* 
NOTE: You can only snooze the agent if the Agent Snooze on Device option is enabled in the Agent and Communication Settings section on the appliance, and if the maximum number of snoozes is not reached. For more information, see Configure Agent communication and log settings.
Snoozing an agent does not stop any ongoing agent processes on the device. It only prevents the agent from starting a new process. If an agent snooze is not possible, for example, due to configuration, an error message appears.
6.
To install the patches downloaded to the Agent device, click Deploy staged patches.
* 
NOTE: This menu item only appears when a Detect, Stage and On-demand Deploy patch or Windows Feature schedule downloads all applicable patches to the Agent device. For more information, see Configure patch schedules.
7.
To access any agent-related links, click Shortcuts in the menu, and then click a link, as applicable. Any standard Uniform Resource Identifier (URI) links are supported, such as https, ssh, and ftp URLs.
This menu item only appears when your system administrator specifies one or more links. For more information, see Configure Agent communication and log settings.
The link causes the OS to launch the application associated with the selected resource. For example, to open an HTTP link, your system opens the link in the default browser.
8.
To find out more information about the agent application, click About.
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