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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

Set the default queue at the user level

Set the default queue at the user level

The user-level queue settings determine which ticket queue is displayed by default. User-level settings override system-level settings. Individual users and administrators who have permission to change user settings can specify the default queue at the user level.

If no user-level default queue is specified, the system-level default queue is used.

1.
Go to the User 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 Settings, then click Users.
c.
Click the name of a user.
2.
In the Default Queue drop-down list, select an option:

Option

Description

No Default

Use no default when displaying queues. When this is selected, the first queue that was added to the system is displayed by default when the selected user selects Service Desk > Tickets.

All Queues

Display the All Queues view by default. When this is selected, the All Queues view is displayed when the selected user selects Service Desk > Tickets.

<Queue Name>

Display the selected queue by default. When this is selected, the specified queue is displayed when the selected user selects Service Desk > Tickets. If a queue does not appear on this list, verify that you have permission to view it.

3.
Click Save.

Set the default fields for the All Queues ticket list

Set the default fields for the All Queues ticket list

You can specify the ticket fields you want to display in the All Queues view.

If you have multiple queues, the All Queues view is a useful way to view all of the tickets in your system on a single list.

For example, each queue might have different names for ticket fields. One queue might use the ticket field Priority and another queue might use the ticket field Business Impact. You can choose which field to display in the All Queues view.

Fields are displayed according to these settings:

•
The field names used in the queue selected as the Default Queue for All Queues View Field Labels
•
The fields specified in the Customize List Layout for All Queues View setting
1.
Go to the Service Desk Settings 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 Settings.
2.
In the Queue Preferences section, select a queue in the Ticket List Layout for All Queues drop-down list.
The field names from this queue appear on the Tickets page.
3.
Click Save.
4.
Click Customize List Layout for All Queues View to display the Layout page.
5.
Modify the fields using the following icons:
◦
: Add a field.
◦
: Change the field name or the width of the field column.
* 
NOTE: The width indicates the amount of available page width that is assigned to the field column. For example, if you have 10 columns, and each column is assigned a width of 10, the total of all numbers in the Width column would be 100. Therefore, each field column would have a width of 10 percent of the available page width. If the total of all numbers in the Width column is more or less than 100, the numbers are normalized to percentages to determine the width. For example, if you have three columns, and you assign a width of 10 to each column, the total of all numbers in the Width column would be 30. However, when normalized to percentages, the width of each column would be approximately 33.3 percent.
Tip:
 
TIP: The field column widths specified in the All Queues View overrides the properties of individual queues.
◦
: Drag and change the order in which the fields are displayed.
◦
: Delete the field.
6.
For each field you edit, click Save at the end of the row.
The default queue settings are saved.
7.
To see the new settings:
a.
Select Service Desk > Tickets to display the page.
b.
In the Queue drop-down list, select All Queues. In the View By drop-down list, select All Tickets.
Fields from the selected queue appear on the list in the order specified in the queue settings.
CAUTION:
 
CAUTION: When the system displays Active Tickets or All Tickets in the All Queues view, the Choose Action menu and View By drop-down list use default settings. Customizations that appear in individual queues are not available in the All Queues view.

Move tickets between queues

Move tickets between queues

If you have multiple queues, you can move tickets between them as needed.

When you move a ticket to different queue, the ticket's original settings, such as status, impact, priority, or category are overwritten by the settings in the queue to which it is being moved. The ticket change history stores the original values.

The following example shows how a custom field is treated when tickets are moved between queues:

1.
The CUSTOM_1 field in the ticket being moved lists the root cause of the problem as Pilot Error.
2.
The CUSTOM_1 field in the target queue lists locations, such as Tampa, Los Angeles, and Denver.

The CUSTOM_1 value, Pilot Error, is retained in the ticket being moved.

3.
If you change the CUSTOM_1 value of the ticket being moved to Tampa, the Pilot Error value is no longer available for the ticket that has been moved.
1.
Go to the Service Desk Ticket 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 Tickets.
c.
Click the title of a ticket.
2.
Select Choose Action > Move to queue > queue name.
If you have a high number of queues, use the search box to quickly find a specific queue.
3.
Click Yes to confirm the ticket move.
4.
Click Save to save the ticket in the new queue.

Bulk edit tickets in a queue

Bulk edit tickets in a queue

The bulk ticket update feature allows you to edit one or more fields of multiple tickets at the same time. The tickets must belong to the same queue. You can only bulk edit tickets if you are the queue owner.

Performing a bulk edit against a set of tickets does not affect ticket rules. Any ticket rules associated with the tickets you bulk edit continue to run, as configured. For more information about ticket rules, see Using Ticket Rules.

1.
Go to the Service Desk Tickets 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 Tickets.
2.
In the Queue drop-down list, which appears above the table, select a queue containing the tickets that you want to edit.
3.
On the Tickets list page, select the tickets that you want to bulk edit.
4.
Select Choose Action > Bulk Ticket Update.
5.
In the Bulk Ticket Update dialog box that appears, in the Field Name column, select a field whose value you want to update. Then, in the Field Value column, set the value that you want to assign to the selected field.
◦
To add a field to this bulk edit, click Add field to update, and specify the field's name and value.
◦
To delete a field from the list, in the Action column, click Remove item.
◦
To suppress email notifications to the applicable users about this change, select Supress Notifications.
◦
When editing the CC List field, any email addresses you add are appended to the existing CC list. To replace the items in the CC list with the values you provide here, ensure the Append to existing CC list check box is cleared.
◦
Bulk edits of the Comment field does not replace the existing comments, it only adds a new comment to the existing ones.
◦
Failing to provide the value of a required field results in an error.
◦
Bulk update does not allow you to change the ticket Status. You can bulk edit this field using the commands from the Choose Action menu.
◦
When done, click Save.
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