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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

Troubleshooting Wake-on-LAN

Troubleshooting Wake-on-LAN

Under certain conditions, a Wake-on-LAN request might fail.

Conditions that might cause Wake-on-LAN failures include:

•
The device does not have a Wake-on-LAN-capable network card or is not configured properly.
•
The appliance has incorrect information about the subnet to which the device is attached.
•
UDP traffic is not routed between subnets or is being filtered by a network device.
•
Broadcast traffic is not routed between subnets or is being filtered by a network device.
•
Traffic on port 7 is being filtered by a network device.

For more information, go to http://www.intel.com/content/www/us/en/support/network-and-i-o/ethernet-products/000005793.html.

Exporting Managed Installations

Exporting Managed Installations

If you have multiple organizations or appliances, you can export Managed Installations and transfer them among organizations and appliances as needed.

See About importing and exporting resources.

Broadcasting alerts to managed devices

Broadcasting alerts to managed devices

Create alerts to be broadcast

You can send messages to users by broadcasting alerts, which are displayed as pop-up messages, on Agent-managed devices.

Displaying alerts is useful when you need to communicate urgent information, or notify users before running actions or scripts on their devices.

In addition, you can create email notifications that can be sent automatically when specified criteria are met. See Scheduling notifications.

* 
NOTE: Displaying a message on a managed device requires a connection between the Agent and the appliance. For information about Agent connections, see .
* 
NOTE: This type of alert is generated at the appliance, to be broadcast to Agent-managed devices. The other type of alert is the monitoring alert, which comes into the appliance from your server devices if you have enabled monitoring on them to perform basic performance monitoring. See Monitoring devices.

Create alerts to be broadcast

Create alerts to be broadcast

You can create and schedule alerts to be broadcast to Agent-managed devices as needed.

1.
Go to the Alert 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 Distribution, then click Alerts.
c.
Select Choose Action > New.
2.
Provide the following information in the Configuration tab:

Option

Description

Message

Type the content of the alert to be displayed. The message can contain up to 500 characters.

All Devices

Display the message on all devices whose KACE Agents are connected to the appliance.

Urgent

Display the message in the center of the screen, without allowing the user to move it, or to send it to the background. The alert must be addressed before any work can continue.

Devices

Display the message on specified devices. Use Ctrl-click or Command-click to select multiple devices.

Restrict to Labels

Display the message only on devices assigned to selected labels. click Manage Associated Labels to select device labels. Use Ctrl-click or Command-click to select multiple labels.

Expiration

Specify the length of time for the message to be valid. When target devices are connected to the appliance, the message is broadcast and is displayed until the user acknowledges the message by clicking OK.

* 
NOTE: If a device is not connected to the appliance, the alert message is sent to the Agent Command Queue, and it remains there until the device connects to the appliance. When the target device connects, the message appears regardless of whether the Expiration time has elapsed.
3.
In the Schedule tab, specify the schedule settings:

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every

Run every number of set hours.

Run Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled. Click a task to review the task details. For more information, see View task schedules.

4.
Click Save.
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