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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

Create custom Ticket Rules

Create custom Ticket Rules

You can create custom Ticket Rules for Service Desk tickets as needed.

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.
In the Ticket Rules section at the bottom of the page, click Customize to display the Ticket Rules page.
3.
Select Choose Action > New (Wizard) to display the Define Ticket Rule panel.
4.
Enter the criteria required to choose the tickets for the custom Ticket Rules. For example:
Priority | = | Medium
5.
Click Test to display tickets that match the criteria.
6.
Click Next.
7.
Select the values you want to change to. For example:
Priority | change value to | High
8.
Click Done to display the Ticket Rule Detail page.
9.
Provide the following information:
Important:
 
IMPORTANT: Do not edit SQL queries without understanding the consequences. Incorrect SQL statements might reduce appliance performance.

Option

Description

Name

The name of the Ticket Rule.

Order

A number specifying the evaluation order level. The Ticket Rule runs according to the evaluation order specified. Lower numbers run before higher numbers.

Queue

(Read only) The name of the queue to which the ticket belongs.

Description

Any additional information you want to provide.

Enabled

The Ticket Rule is available. The Ticket Rule runs only if it is enabled.

Select SQL

Modify the SQL query as needed. The query is generated by the Ticket Rule wizard based on the criteria specified on the Ticket Rule page. The query returns a set of ticket IDs that the Update Query operates on.

The Select Query runs according to the specified frequency.

To view results of the query, click View Ticket Search Results.

Important:
 
IMPORTANT: Do not edit SQL queries without understanding the consequences. Incorrect SQL statements might reduce appliance performance.

Email results

Send the results of the Select Query to the specified email addresses. All columns returned by the Select Query are included in the email.

Enter the email addresses in the Email field; use commas to separate addresses.

Append comment to ticket

Add a comment to each ticket returned by the Select Query. This action is useful in case the Update Query specified later updates a ticket without logging that information. For example, add a message such as Ticket Rule: Increase Priority to High triggered. Having this message gives you an indication of which tickets have changed.

Enter any comments in the Comment field.

Email each recipient in query results

Send text to the email addresses returned by the Select Query. An email is sent to each email address returned by the Select Query in the Email column.

Variables are evaluated in the subject line or body of the email. Strings such as $title and $due_date are replaced by the values in the TITLE and DUE_DATE columns respectively. Any column returned by the Select Query can be replaced in that way.

The SQL generated by the Ticket Rule wizard supplies OWNER_, SUBMITTER_, and CC_LIST as possible values.

Enter the subject in the Subject field.

Enter the email column name in the Email field, for example, OWNER_. Email is sent to each email address returned by the Select Query in this Email column.

Enter an email message in the Email Body field.

Run update query

Run a second database query using the results from Update Query field as input.

Use this field to run an additional SQL UPDATE statement using the comma-separated list of tickets returned by the Select Query as input. For example, “update HD_TICKET set TITLE = 'changed' where HD_TICKET.ID in (<TICKET_IDS>)” turns into “update HD_TICKET set TITLE = 'changed' where HD_TICKET.ID in (1,2,3)”

Modify the SQL query as needed. The query is generated by the Ticket Rule wizard based on the criteria specified on the Ticket Rule page. This query operates on the tickets selected by the Select Query.

The Update Query runs according to the specified frequency.

Important:
 
IMPORTANT: Do not edit SQL queries without understanding the consequences. Incorrect SQL statements might reduce appliance performance.

Recalculate Due Dates

Select this option only if your update query involves updating the priority of existing tickets. Selecting this option recalculates the due dates based on the new priority being set by the ticket rule.

* 
NOTE: If any of the tickets contain a manually overridden due date, it will not be overridden by ticket rules.

Last Run Log

The last query results, including any failures or errors. These results are updated each time the Ticket Rule runs.

Frequency

The interval at which the Ticket Rule runs.

* 
NOTE: Ticket Rules that run on Ticket Save should be designed to operate on a single ticket and trigger a single event. Ticket Rules that run on a schedule can run against multiple tickets and trigger multiple events.

Next Run

The date and time the Ticket Rule is scheduled to run again.

10.
Click Run Now to immediately run the Ticket Rule.
11.
Click Save.

Duplicate a custom Ticket Rule

Duplicate a custom Ticket Rule

When you duplicate a custom Ticket Rule, its properties are copied into the new rule. If you are creating a rule that is similar to an existing rule, duplicating the Ticket Rule can be faster than creating a rule from scratch.

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.
In the Ticket Rules section at the bottom of the page, click [Customize] to display the Ticket Rules page.
3.
Select a Ticket Rule to open it.
4.
Click the Duplicate button at the bottom of the page.
The Ticket Rules page appears, with the new rule listed. The default name is Copy of original_rule.
5.
Change or rename the duplicated Ticket Rule as needed.
For information about Ticket Rule fields, see Create custom Ticket Rules.

Delete a custom Ticket Rule

Delete a custom Ticket Rule

You can delete custom Ticket Rules from the Service Desk as needed.

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.
In the Ticket Rules section at the bottom of the page, click [Customize] to display the Ticket Rules page.
3.
Do one of the following:
◦
Select the check box beside the Ticket Rule, then select Choose Action > Delete.
◦
Click the name of the Ticket Rule, then on the Ticket Rule Detail page, click Delete.
4.
Click Yes to confirm.

Move a Ticket Rule from one queue to another

Move a Ticket Rule from one queue to another

If you have multiple Service Desk ticket queues, you can move Ticket Rules between queues as needed. If you want the Ticket Rule to exist in multiple queues, you can copy the rule and make the required changes.

1.
Go to the Service Desk Queues list:
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.
2.
Click the queue that includes the Ticket Rule you want to move.
The Queue Detail page appears.
3.
In the Ticket Rules section at the bottom of the page, click Customize to display the Ticket Rules page.
Tip:
 
TIP: To move between queues on the Ticket Rules page, use the View By drop-down list, which appears above the table on the right.
4.
Select the check box next to the Ticket Rule.
5.
Select Choose Action > Move > Queue Name.

The Ticket Rule is moved to the selected queue. The rule no longer appears in the list of rules for the current queue.

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