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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

About License Compliance for Software Catalog applications

About License Compliance for Software Catalog applications

About license upgrades
About license downgrades

The appliance enables you to view License Compliance information for applications in the Software Catalog inventory. This information appears on the License Compliance page and in the License Compliance Dashboard widget.

After you configure License assets for applications in the Software Catalog inventory, you can view the number of seats installed on Agent-managed devices, the number of seats available, the type of licenses applied, and, if metering is enabled for the application, usage information. In addition, the appliance leverages information in the Software Catalog to automatically apply the correct licenses to application versions that are classified as upgraded or downgraded.

To set up License Compliance for applications in the Software Catalog inventory:

•
(Optional) Customize the License Asset Type to meet your information management requirements. See Customize the License Asset Type.
•
(Optional) Enable metering for Software Catalog applications. When metering is enabled, the License Compliance page shows whether applications have or have not been used in the past 30, 60, and 90 days. See About software metering.
•
Create License assets and associate them with applications in the Software Catalog inventory. See Add License assets for Software Catalog inventory.
•
(Optional) Set the threshold levels for License Compliance used on the Dashboard widget. The default Warning Threshold is 90. The default Critical Threshold is 100. See Customize license usage warning thresholds.

About license upgrades

About license upgrades

Application maintenance plans often enable users to upgrade to newer versions of applications when those versions become available, and the License Compliance page shows the number of installations that are considered to be upgrades.

To track upgrades, the appliance uses the information in the Software Catalog and the license details to determine whether to associate new versions of applications with existing licenses. For example, if a License asset was created for the 1.0 version of an application, and the maintenance plan entitles users to upgrade, the 2.0 version of the application is automatically covered by the License asset when it is released. In this example, the License asset must be configured as follows:

•
The Includes Maintenance field must be set to Yes.
•
The Maintenance Expiration Date must be later than the version 2.0 GA (General Availability) date in the Software Catalog.
•
The License Mode must be Enterprise or Unit License.
•
The Include Upgrade Rights must be set to Yes or Yes - Select from list.

For more information about these settings, see Add License assets for Software Catalog inventory.

About license downgrades

About license downgrades

Vendors often allow users to apply licenses for newer versions of applications to older versions, and these types of installations are referred to as downgrades. The License Compliance page shows the number of installations that are considered to be downgrades.

License seats are first allocated to installations of the latest version of the application. If additional seats are available, and if the vendor allows downgrades, the seats are automatically allocated to installations that are considered downgrades.

Licenses for upgrades are always allocated before licenses for downgrades.

Customize the License Asset Type

Customize the License Asset Type

You can add, change, or delete the fields available to the License Asset Type as needed. The License Asset Type is the template that determines the fields available when you add License assets.

If the Organization component is enabled on your appliance, you customize the License Asset Type for each organization separately.

1.
Go to the Asset Types 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 Asset Management, then click Asset Types.
2.
In the Name column, click License to display the Asset Type Detail page.
3.
In the Defaut Asset Status field, enter a default asset status, or a custom one (if they exist).
A default installation of the appliance includes the following asset statuses:
◦
Active: Any asset that is deployed, active, or in use.
◦
Disposed: An asset that is no longer available for use.
◦
Expired: A software license or contract asset that has expired.
◦
In Stock: A recently received asset.
◦
Missing: Any asset that cannot be located.
◦
Repair: An asset that is being repaired.
◦
Reserved: An asset that is set aside for a specific person or use.
◦
Retired: Any asset that reached its end-of-life state, or is no longer in use.
◦
Stolen: An asset that has been reported as stolen.
4.
In the Name field, type the name of the Asset Type.
The default for this type of asset is License.
5.
Optional: In the For License Compliance Reporting section, select the fields to use for License Compliance.
Information from the selected License Mode field appears on the Dashboard License Compliance widget.
6.
Do one of the following:
◦
In the License Mode Field drop-down list, keep the default as Select Field. This makes all of the values in the License Mode Field available for License Compliance. If you have more than one single-select or multiple-select field on the Asset Fields list, the first field that appears on the list, and all of its values, is used in the License Compliance widget.
◦
In the License Mode Field drop-down list, select a field, such as License Mode, to be used for License Compliance. By default, this drop-down list contains a single field, but you can add fields as needed. If you select a field, such as License Mode as shown in the following illustration, only the selected field is used for License Compliance.The drop-down list for License mode appears to the left of the section

In addition, when you select a field, you can choose the values, if any, you want to ignore in the License Compliance chart. Values that are ignored are listed at 100 percent usage and displayed in gray.

By default License Mode is the only single- or multiple-select field available, so it is the only field listed. If you add single- or multiple-select fields on the Asset Fields table, they appear in this list as well, and they appear on the Asset Detail page when you add a License asset. However, only the selected field, or the first field on the Asset Fields list, is used in the License Compliance widget.

7.
Optional: Modify the License Mode field or values on the Asset Fields table.
a.
Click the Edit button at the end of a row: .
b.
Change the field information as needed, then click Save at the end of the row.
c.
To add a field, click the Add button in the table heading: . Add field information, then click Save at the end of the row.
d.
To change the order of fields, drag the Reorder button: .
e.
To remove a field, click Delete button: .
8.
Click Save at the bottom of the page.
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