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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 ticket categories and subcategories

Create ticket categories and subcategories

You can create ticket categories and subcategories as needed. Categories and subcategories are queue-specific, and they become available to all new and existing tickets in the selected queue when they are created.

You can add as many ticket categories as you need, each with one or more subcategories. For example, in the ticket category Hardware, you might want to have a subcategory such as Monitor. These categories would appear on the Ticket Detail page as:The image show Hardware and Monitor as two selectable and expandable choices under Category.

When users select the Monitor subcategory, you might want to display additional subcategories, such as model information:The image shows the Monitor category expanded to display ClearView2000 as a subcategory.

Most customers use a two-tiered approach to categories and subcategories. They create general categories and subcategories for users, such as:

•
Hardware – Monitor

Then they create additional subcategories with model information for Service Desk staff, such as:

•
Hardware – Monitor – AceElectronics – V4500
•
Hardware – Monitor – AceElectronics – V4600
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.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
In the Ticket Defaults section, click Customize These Values to display the Queue Customization page.
On the Queue Customization page, in the Category Values section, the Tree View tab opens by default, allowing you to create and manage ticket categories and subcategories. You can review existing categories and sub-categories in list form on the List View tab, if needed.
3.
Create and edit ticket category and subcategory nodes using the tree widget, as required.
◦
To add a new root category, click , and specify the category name.
◦
To add a new subcategory, right-click the parent category node, and in the menu that appears, choose Create.

On the Queue Customization page, categories and subcategories appear as follows:

On the Ticket Detail page, categories and subcategories appear as follows:The categories in the image are Hardware, Monitor, AceElectronics, and V5000

◦
To rename a category, right-click the category note, choose Rename in the menu, and type the new name.
◦
To delete a category, right-click the category note, choose Delete in the menu, and in the Confirm dialog box that appears, click Yes.
◦
To sort all subcategories in a category, right-click the category note, and in the menu, choose Sort > Ascending or Sort > Descending, as applicable.
◦
To sort all categories and their subcategories in ascending order, click , and in the Confirm dialog box that appears, click Yes.
* 
NOTE: Deleting a category does not remove its subcategories from the tree.
◦
To find a specific category, start entering the category name in the search box. The matching results appear highlighted in the tree widget as you type.
◦
To move a category, drag the category node to a desired position in the tree.
4.
To edit a category, select it in the tree, and provide the following information in the area on the right. When you finish making changes to the category, click Add.

Field

Description

Default Owner

The user that is automatically assigned as owner of the ticket category or subcategory when tickets are created. If you move an existing ticket to a category with a different default owner, the owner of the ticket does not automatically change. The owner of the ticket must be changed manually.

CC List

Clear this check box to prevent the CC List from being displayed on tickets. Because DefaultTicketOwners is the default owner, all potential ticket owners receive an email when a ticket is created.

User Settable

Allows users to change the corresponding category. Clear the check box to reserve the action for Service Desk staff only. Users see categories even if they cannot change them.

5.
Click Save at the bottom of the page or continue editing ticket values.

The new categories and subcategories appear on the Ticket Detail page and are available to new and existing tickets.

Customizing ticket values

Customizing ticket values

Customize ticket status values
Customize ticket priority values
Customize ticket impact values

You can customize the values available for ticket status, ticket priority, and ticket impact.

Customize ticket status values

Customize ticket status values

You can customize the values that indicate ticket status, such as open or closed.

Important:
 
IMPORTANT: Status values are often used in Ticket Rules. Make sure you review your Ticket Rules and understand how status values are used in those rules before you modify status values. See About Ticket Rules.
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.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
In the Ticket Defaults section, click Customize These Values to display the Queue Customization page.
3.
In the Status Values section, click the Edit button beside a value to modify it: , or click the Add button at the top of the list to add a new value,
4.
Edit the Status Values fields:

Field

Description

Name

The name for the status value.

State

The state assigned to the status value.

•
Opened: The ticket is active. Only this State can be escalated. See Using the ticket escalation process.
•
Closed: The ticket has been resolved.
•
Stalled: The ticket is open past its due date, but is not in escalation.
5.
Click Save in the row.
To update categories, use the icons to the right of each row:
◦
: Change the sort order of columns.
◦
: Add a field.
◦
: Change the values.
◦
: Change the order of values.
◦
: Remove the values.
* 
NOTE: You cannot remove a value if it is in use, or if it is the default ticket value. To remove a value that is being used, add a value, then, in the ticket where the value is used, change the old value to the new value. When the old value is no longer in use, the Delete button appears next to the value: .
6.
Click Save at the bottom of the page or continue editing ticket values.

Customize ticket priority values

Customize ticket priority values

You can customize the values that indicate ticket priority 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.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
In the Ticket Defaults section, click Customize These Values to display the Queue Customization page.
3.
In the Priority Values section, click the Edit button beside a value to modify it: , or click the Add button at the top of the list to add a new value, .
4.
Edit the Priority Values fields:

Field

Description

Name

Enter a name for the custom field.

Color

(Optional) Select a color to use for this status on the ticket list pages.

Escalation Time

(Optional) Enter a time limit, after which an open ticket of this priority is escalated. Enter a time integer and a unit from the drop-down list. See Using the ticket escalation process.

Use Business Hours/Holidays

(Optional) Whether to use the settings for business hours and holidays when calculating the priority of tickets in the queue. If business hours and holidays are configured for the Service Desk, select this check box to take these hours and holidays into account when determining whether to escalate tickets based on their priority. Clear the check box to ignore settings for business hours and holidays in this queue.

5.
Click Save in the row.
6.
Use the icons to the right of each row to modify additional values:
◦
: Change the sort order of columns.
◦
: Add a field.
◦
: Change the values.
◦
: Change the order of values.
◦
: Remove the values.
* 
NOTE: You cannot remove a value if it is in use, or if it is the default ticket value. To remove a value that is being used, add a value, then, in the ticket where the value is used, change the old value to the new value. When the old value is no longer in use, the Delete button appears next to the value: .
7.
Click Save at the bottom of the page to save changes and return to the Queue Detail page.
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