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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

How Locally Cataloged applications change to Cataloged applications

How Locally Cataloged applications change to Cataloged applications

Applications that are Locally Cataloged change to Cataloged applications when they are added to the public version of the Software Catalog.

Locally Cataloged applications are added to the public version of the Software Catalog when:

•
You submit a cataloging request to the Quest KACE catalog team and the application is accepted into the Software Catalog.
•
Another customer submits a cataloging request to the Quest KACE catalog team and the application is accepted into the Software Catalog.
•
The Software Catalog team pro-actively adds the application to the Software Catalog.

When the Software Catalog that contains the application is updated on your appliance the name of the application might change. For example, if the characteristics, such as the name of the executable, file size, version, and other information of the Cataloged application match the characteristics of your Locally Cataloged application, the local information is replaced by catalog information. If the name of the application matches, but the file size or other information differs significantly, the new application is added but it does not replace the local catalog information.

In other words, the information in the public Software Catalog always takes precedence over local catalog information. Local Catalog applications that match applications in the public Software Catalog are replaced by public Software Catalog entries. However, this does not affect any information you have added for the application, such as licensing information, and it does not change settings such as metering or Not Allowed.

How custom names are resolved when Locally Cataloged applications are added to the Software Catalog

How custom names are resolved when Locally Cataloged applications are added to the Software Catalog

Application names might be standardized when custom applications are added to the public Software Catalog.

If you use custom names for local applications, the custom names are replaced with standard names when the application is added to the public Software Catalog. For example, if an application named Updater was not in the public catalog, you could create a local entry for that application. You could name that application, MyUpdater, and it would appear as MyUpdater in the local catalog. However, if the application was subsequently added to the public catalog, and the official name was determined to be RealTime Updater, the name MyUpdater would be replaced with RealTime Updater when the public catalog was updated. This name change does not affect metering, license, or history settings. However, if you have custom views or searches based on the old application name, you need to update those views and searches if you want to continue to use them.

Submit cataloging requests

Submit cataloging requests

You can submit cataloging requests for Uncataloged applications as needed. Requests are processed continuously and approved or denied at the discretion of the Quest KACE Software Catalog team.

Data retention for Uncataloged applications is enabled. You cannot submit cataloging requests if data retention is disabled. See Configure Admin-level or organization-specific General Settings.

Some applications, such as supporting executables for applications that are already cataloged, cannot be cataloged. In addition, if you have an Uncataloged application that has several versions, you need to submit cataloging requests for each version separately. You cannot associate multiple executables with a single cataloging request.

Tip:
 
TIP: You can help improve the cataloging request process by sharing your inventory data with Quest. The Software Catalog team uses this data to identify new applications and standardize application names and versions. See Configure data sharing preferences.
1.
Go to the Software Catalog 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 Catalog.
2.
Click the Uncataloged tab above the list on the left.
3.
Click an application name to display the Software Detail page.
4.
Click Add to catalog to display the Add to Catalog form.
5.
Provide the following information:

Option

Description

Software Title

The name you want to use to identify the application. See How custom names are resolved when Locally Cataloged applications are added to the Software Catalog.

Category

The category of the application. Categories can be useful for organizing and managing applications.

6.
Select sharing options and provide contact information:

Option

Description

Sharing

The cataloging option:

•
Add software title to this appliance and share with the Quest KACE catalog: Submit the request to Quest and add the title to the local version of the Software Catalog.
•
Add software title to this appliance only: Add the title to the local version of the Software Catalog, but do not submit the title to the Quest KACE Software Catalog.

Contact Details

Provide your contact information. The Software Catalog team uses this information to contact you if they have questions about the request.

7.
Click Save.

The cataloging request is sent to Quest. The button, Remove from local Software Catalog, appears on the Software Catalog Detail page. When cataloging requests are added to the public Software Catalog, and that catalog is updated on your appliance, the Remove from local software catalog button no longer appears on the Software Catalog Detail page. Tracking for cataloging requests is not currently available.

* 
NOTE: Information for titles that are added to the public catalog might differ from the information originally submitted. This is because titles are standardized when they are added to the public catalog.

Cancel cataloging requests and remove local cataloging

Cancel cataloging requests and remove local cataloging

You can cancel cataloging requests and remove applications from the local Software Catalog if certain conditions are met.

•
No License assets are associated with the applications. You must remove applications from License assets before you can remove applications from the catalog.
•
Applications have not been accepted by the Software Catalog team or added to the public catalog. For example, if you submit a request, then cancel it the same day, the likelihood that the Software Catalog team would have accepted it is low, so the request might be canceled. However, if you submit a request, and then cancel that request after a few days or weeks, the Software Catalog team might already have approved the request and made the title part of the public Software Catalog. In that case, the add to catalog request cannot be canceled.

You can remove Locally Cataloged applications only. Cataloged applications cannot be removed from the catalog.

1.
Go to the Software Catalog 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 Catalog.
2.
Click an application name to display the Software Catalog Detail page.
3.
If the application is associated with a License asset:
a.
On the Software Catalog Detail page, in the Licenses section, click the name of the License asset to display the License Asset Detail page.
b.
In the Applies to Cataloged Software field, select the name of the application, then click Remove.
c.
Click Save.
4.
Return to the Software Catalog Detail page.
5.
Click Remove from local software catalog.

The title is removed from the local version of the Software Catalog and Add to catalog button appears on the Software Catalog Detail page.

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