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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 inventory information

About inventory information

Inventory includes information about the devices, applications, processes, startup programs, and services on managed devices on your network.

Inventory is:

•
Collected by the KACE Agent, which is installed on managed devices
•
Uploaded using the inventory API
•
Obtained through connections to Agentless devices

You can view detailed data about individual managed devices, as well as aggregated data collected across all managed devices. In addition, you can use inventory information in reports, and in decisions about upgrades, troubleshooting, purchasing, policies, and so on.

This section focuses on device inventory. For information about other inventory items, see:

•
Managing applications on the Software page
•
Managing Software Catalog inventory
•
Managing process, startup program, and service inventory

Tracking changes to inventory settings

Tracking changes to inventory settings

If History subscriptions are configured to retain information, you can view the details of the changes made to settings, assets, and objects.

This information includes the date the change was made and the user who made the change, which can be useful during troubleshooting. See About history settings.

About inventory change history

Change history for devices begins when there is a change to the information collected during the first report.

The first time a managed device reports inventory to the appliance, the information is considered to be a baseline report. As such, it is not recorded in the change history.

Managing inventory information

Managing inventory information

Add custom data fields
Schedule inventory data collection for managed devices
View device inventory and details
Viewing information about devices enrolled in KACE Cloud MDM
Groups and sections of items in device details
About Dell Data Protection | Encryption (DDP|E) and encryption information in device details
Add a Dump Inventory registry key to permit inventory collection on Windows DDP|E client devices
About Intel AMT information in device details

To manage inventory information, you can add custom data fields, view devices in inventory, and view device details.

Add custom data fields

Add custom data fields

You can add custom data fields for applications added manually from the Software list.

Adding custom data fields enables you to obtain information from the registry and elsewhere on the device. This information can be viewed on the device detail page and used in reports.

For example, you might want to add custom fields to obtain the DAT file version number from the registry, the file created date, the file publisher, or other data for a device. You could then create labels based on this information to group similar devices, or create reports using this information.

1.
Go to the Software 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 Inventory, then click Software.
2.
Select Choose Action > New.
3.
Enter values in the Name, Version, and Publisher fields.
This information is used to identify the custom data field on detail pages.
4.
In the Custom Inventory Rule field, enter the appropriate syntax for the information you want returned:
◦
To return a Registry Value, enter the following, replacing valueType with either TEXT, NUMBER, or DATE. NUMBER is an integer value: RegistryValueReturn(string absPathToKey, string valueName, string valueType)

Example: RegistryValueReturn(HKEY_LOCAL_MACHINE\Software\McAfee.com\Virusscan Online,SourceDisk, TEXT)

◦
On Windows, Mac, and Linux devices, you can retrieve the following attributes from the stat() function:

access_time, creation_time, modification_time, block_size, blocks, size, device_id, group, inode, mode, number_links, owner, device_number

◦
On Windows devices, you can retrieve the following attributes from the VerQueryValue() function:

FileName, Comments, CompanyName, FileDescription, FileVersion, InternalName, LegalCopyright, LegalTrademarks, OriginalFilename, ProductName, ProductVersion, PrivateBuild, SpecialBuild, AccessedDate, CreatedDate, ModifiedDate

5.
Click Save.

See Writing custom inventory rules.

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