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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

Remove the Satisfaction Survey field from tickets

Changing the Satisfaction Survey default behavior

Change the Satisfaction Survey label
Remove the Satisfaction Survey field from tickets

The satisfaction survey can be modified by changing the default prompt in the survey box, or it can be removed and not shown to the ticket submitter.

Change the Satisfaction Survey label

The Satisfaction Survey introduction label can be modified to suit your needs.

1.
Go to the Service Desk Queue Detail page:
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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Queues.
d.
Click the name of a queue.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
In the Layout Ticket Fields section, click the Edit button in the SAT_SURVEY row: .
4.
In the Label section, type the new label for the survey box.
5.
Click the Save button to the right of the item.
6.
Click the Save button at the bottom of the page.
Remove the Satisfaction Survey field from tickets

You can prevent the Satisfaction Survey from being displayed to ticket submitters.

1.
Go to the Service Desk Queue Detail page:
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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Queues.
d.
Click the name of a queue.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
In the Layout Ticket Fields section, click the Edit button in the SAT_SURVEY row: .
4.
In the Permissions section, select Hidden in the drop-down list.
5.
Click the Save button to the right of the item.
6.
Click the Save button at the bottom of the page.
The Satisfaction Survey is disabled, and it is no longer presented to ticket submitters when tickets are closed.

Enable or disable security for Service Desk attachments

Enable or disable security for Service Desk attachments

You can enable or disable security for Service Desk attachments to prevent files from being accessed from outside the Administrator Console or User Console.

By default, security for Service Desk attachments is enabled. Disable this feature if you want users to be able to access ticket attachments through ticket links outside the Administrator Console or User Console. Also, security settings for Service Desk attachments are appliance-level settings. If the Organization component is enabled on your system, the settings you select apply to all organizations.

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 Security Settings to display the Security Settings page.
3.
In the Secure Attachments in Service Desk section, choose whether to add security for files that are attached to Service Desk tickets:
◦
Select the check box to enable security for files attached to tickets. If you choose this option, users can access files attached to tickets only from within the appliance Administrator Console or User Console.
◦
Clear the check box to enable users to access files by clicking ticket links from outside the Administrator Console or User Console.
4.
Click Save and Restart Services to save changes and restart the appliance.

Using the Service Desk Dashboard

Using the Service Desk Dashboard

About the Service Desk Dashboard widgets
Customize the Service Desk Dashboard

The Service Desk Dashboard provides an overview of Service Desk tickets for the selected organization (if applicable), or the appliance.

If the Organization component is enabled on the appliance, and you are logged in to the Administrator Console (http://appliance_hostname/admin), the Serice Desk Dashboard shows information for the selected organization. When you are logged in to the System Administration Console (http://appliance_hostname/system), this dashboard shows information for the appliance, including all organizations.

You can access the Serice Desk Dashboard if one or more roles associated with your user account grants access to this dashboard. If you want to hide it, edit your user roles, as needed. For more information, see Add or edit User Roles.

Tip:
 
TIP: The appliance updates the summary widgets periodically. To update most of the widgets any time, click the Refresh button in the upper right of the page: . To update most individual widgets, hover over the widget, then click the Refresh button above the widget. Some widgets may require additional steps.

About the Service Desk Dashboard widgets

About the Service Desk Dashboard widgets

Service Desk Dashboard widgets provide overviews of Service Desk tickets for the organization or appliance, as selected.

This section describes the widgets available on the Service Desk Dashboard. If the Organization component is enabled on your appliance, the widgets show the information for the selected organization at the Admin level and for the appliance at the System level.

This dashboard provides a high-level overview of your device usage. Use it to quickly review the state of your devices and look for any indicators that can improve your ticket management. For example, you can see the numbers of active or overdue tickets per owner.

The title, chart type, and grouping of items in some widgets can be updated. The grouping options vary slightly between these widgets.

Widget

Description

Shortcuts

This widget contains links to common Service Desk actions. Use them to quickly initiate specific tasks, such as creating a new KB (Knowledge Base) article, scheduling a report, and so on.

Views

This widget contains links to common Service Desk pages and wizards, including any custom views that you created. Use them to quickly navigate to specific pages, such as My Recent Tickets, All Unassigned Tickets, and Tickets Due Today. It also displays link to custom views, as applicable. The list of custom views is sorted alphabetically. If you want the custom views to appear in a specific order, you can prefix their names with numbers, as needed.

Reports

This widget contains links to common Service Desk reports. Use them to quickly generate a specific report, such as Open Tickets last 7 days by Owner, Stalled/Open Tickets by Owner, and others.

Tickets Opened Today

This widget contains the number of Service Desk tickets that were opened today.

Active Tickets By Owner

These widgets display the numbers of active, closed, overdue, overdue today, due, due today, or reopened Service Desk tickets, grouped into any of the following categories:

•
Category
•
Priority
•
Owner
•
Queue
•
Range

The resulting data can appear in a Bar Chart or a Donut Chart.

To change the widget title, choose how you want to group the tickets, or select the chart type, click in the widget. In the dialog box that appears, make your edits and click Save.

Active Tickets By Category

Active Tickets By Priority

Active Tickets

Closed Tickets

Overdue Tickets

Overdue Tickets By Owner

Overdue Tickets Today

Tickets Due Today

Reopened Tickets

Average Ticket Resolution Time

This widget displays the average number of days the ticket resolution takes over that last 30 days, grouped into any of the following categories:

•
Category
•
Priority
•
Owner
•
Queue
•
Month

The resulting data can appear in a Bar Chart or a Donut Chart.

To change the widget title, choose how you want to group the tickets, or select the chart type, click in the widget. In the dialog box that appears, make your edits and click Save.

Tickets Overdue

This widget displays the number of Service Desk tickets that are currently overdue.

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