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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

Enable appliance linking

Enable appliance linking

You can enable appliance linking in the appliance or System-level General Settings. For KACE SDA instructions, see the Help for that appliance.

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 Link Settings to display the Linked Appliance Enablement page.
3.
Select the Enable Appliance Linking check box.
4.
Provide the following information:

Option

Description

Name

A unique, logical name for this appliance. This name appears in the drop-down list in the top-right corner of the page next to the login information when appliances are linked.

Login Expiration

The number of minutes to keep the link open. When this time period expires, you need to provide login credentials when switching to a linked appliance. The default is 120 minutes.

Timeout

The number of minutes the appliance waits for a remote appliance to respond to a linking request. The default is ten seconds.

5.
Select the Enable Federation API access settings check box.
* 
NOTE: Enabling this option allows you to configure Federation API settings for linked appliances. For more information, see Enable access to Federation API settings.
6.
Click Save to display appliance linking information.
7.
Copy the text in the Name field and the text in the Key field and paste it in a central location, such as a Notepad file.
8.
Repeat the preceding steps on each appliance you want to link.

When linking is enabled on all appliances, configure the links. See Add Names and Keys to appliances.

Add Names and Keys to appliances

Add Names and Keys to appliances

To link Quest KACE appliances, add the appliance names and keys in the Administrator Console.

These instructions describe how to link KACE SMAs. For KACE SDA instructions, see the Help for that appliance.

Before you can link appliances, you need to enable linking on each appliance and copy the Name and Key of each appliance to a central location. See Enable appliance linking.

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 Linked Appliances to display the Linked Appliances page.
* 
NOTE: If appliance linking is not enabled, you are redirected to the Linked Appliance Enablement page.
3.
Select Choose Action > New to display the Linked Appliance Details page.
4.
In the Hostname field, paste the name of the appliance that you want to link.
This is the name that you copied following the instructions in Enable appliance linking.
5.
Select Disable port 80 access to use port 443 for secure communications. Communication over both port 80 and 443 are encrypted.
6.
In the Key field, paste the key of the appliance that you want to link.
This is the key that you copied following the instructions in Enable appliance linking.
7.
Click Save to display the Test Connection button.
8.
Click Test Connection to verify the connection between the two linked appliances.
If the settings are configured correctly, the Connection Successful message appears.
9.
Log in to the second appliance and repeat the preceding steps to add the first appliance’s Name and Key to the second appliance.
10.
Click Save to display the Test Connection button.
11.
Click Test Connection to verify the connection between the two linked appliances.
If the settings are configured correctly, the Connection Successful message appears.

When you re-log in to the appliance, the other linked appliances appear on the drop-down list in the top-right corner of the page next to the login information. To switch to an appliance, select its name in the drop-down list.

Enable access to Federation API settings

Enable access to Federation API settings

If your Environment uses Federated KACE SMAs, the Federation API Settings page allows you to enable API access for linked appliances.

The following options must be selected on the Linked Appliance Enablement page:

•
Enable Appliance Linking
•
Enable Federation API access settings

For more information, see Enable appliance linking.

1.
Log in to the appliance Administrator Console , http://appliance_hostname/admin, then click Settings.
2.
On the appliance Control Panel, click Federation API Settings to display the Federation API Settings page.
3.
On the Federation API Settings page, select the Enable access check box.
4.
In the Remote Systems area that appears, specify the level of access for each linked appliance, as required.
1.
In the row containing the appliance whose role you want to configure, click the Role column, and select one of the following options: Administrator, Read Only Administrator, or User Console.
2.
Click Save.
5.
Click Save to display appliance linking information.

Disable appliance linking

Disable appliance linking

If Quest KACE appliances have been linked, you can disable linking as needed. After appliance linking is disabled, you can continue to switch to, and control, other appliances until you log off.

* 
NOTE: This section explains how to disable linking on the appliance. For KACE SDA instructions, see the Help for that appliance.
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 Link Settings to display the Linked Appliance Enablement page.
3.
Clear the Enable Appliance Linking check box.
4.
Click Save.
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