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KACE Systems Management Appliance 14.1 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 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 Configuring Content Security Policy
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 About Remote Control 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 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 Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with 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

Start a Remote Control Session

Start a Remote Control Session

* 
NOTE: Before you start a remote control session,
•
ensure that your device has an active Internet connection.
•
you must have Splashtop for RMM installed on your device and Remote Control Agent installed on the remote device.

To start a remote control session,

1.
Go to Inventory > Devices to display the Devices page.

On the Devices page, click the remote control icon near the device name you want to connect with.

If the required applications are already installed on the devices, you are redirected to open the Splashtop for RMM application.

Or

Go to Inventory > Devices to display the Devices page.

Click the device name to open the device's details page.

Click the Remote Control button on the page.

If the required applications are already installed on the devices, you are redirected to open the Splashtop for RMM application.

2.
Click Open Splashtop for RMM. You are connected to the remote device.

The remote control icon changes to showing the session is active.

* 
NOTE: The Scoped users can initiate and end remote sessions only for the devices that are associated with their role. The Scoped user can also terminate a remote session initiated by any other user if the device is associated with the Scoped user's role.

Statuses of Remote Control Session

Statuses of Remote Control Session

The color of the remote control icon changes as the remote control session status changes. The following are the various statuses of a remote control session that a remote control icon shows:

•
: The session is active.
•
: The device is available to initiate a session.
•
: The device is not available for remote control session.

End a Remote Control Session

End a Remote Control Session

You can end a remote control session in the following ways:

•
End the ongoing session from the Splashtop for RMM application

Or

•
Go to Inventory > Devices to display the Devices page.

From the Choose Actions drop-down list, select Reset Remote Control Session. The active session gets terminated.

Track Remote Session History

Track Remote Session History

You get the Remote Control session details in the following ways:

1.
From the Device Details page
a.
Go to Inventory > Devices.
b.
Click the device name to open the Device Details page.
c.
Click the Remote Control Session tab.

The details related to the last five remote control sessions such as Username, IP address, Start time, End time, Status, and the Duration of the session display.

* 
NOTE: Session tracking will not work in the following conditions:
•
SMA is on self-signed certificate and the Splashtop for RMM application is on Mac.
•
SMA hostname is not resolvable from the device that is starting Splashtop for RMM application.
2.
From the Reports page
a.
Go to Reporting > Reports.
b.
From the View By drop-down list, select the Remote Control option. You can see the following three different reports:
▪
Overall remote control deployment - Lists the remote control agent deployed.
▪
Remote control sessions for last 7 days - Lists the remote control sessions for last seven days.
▪
Remote control sessions for last 30 days - Lists the remote control sessions for last 30 days.
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