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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

Viewing tickets and managing comments, work, and attachments

Viewing tickets and managing comments, work, and attachments

Navigate among tickets, related devices, and assets
Add work information for tickets
Use default views for tickets
Create Filter views for tickets
Set a view as the default view for tickets
Add comments to tickets
Add owner-only comments to tickets
View ticket comments
Add or delete screen shots and attachments from Service Desk tickets
View ticket activity history
Send ticket information through email
Run Device Actions from tickets

You can navigate among tickets, and the devices and assets that are related to tickets, using links on detail pages. In addition, you can add work information, comments, and attachments, such as screenshots, to tickets.

On ticket detail pages, the related devices and assets are listed and linked for quick access. Similarly, you can access related tickets from device and asset detail pages. In addition, you can view and create tickets from device and asset detail pages.

Navigate among tickets, related devices, and assets

Navigate among tickets, related devices, and assets

Links on ticket detail pages enable you to navigate among related Service Desk tickets and related devices and assets.

1.
Go to the Service Desk Ticket 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 Service Desk, then click Tickets.
c.
Click the title of a ticket.
2.
View tickets by submitter, asset, or device.
◦
Click the Submitter Ticket History.
◦
Click the Asset Ticket History.
◦
Click the Device Ticket History.
A new window displays all tickets for the asset with the ticket number, title, and status for each ticket.

To view the ticket details, click the link in the Number or Title column to display the Ticket Detail page.

3.
View related tickets in the Related Ticket Information tab.
◦
Click a ticket referenced as See Also.
◦
Click a ticket referenced as a Referrer.
◦
Click a ticket referenced as a Merged Ticket.
◦
Click a ticket referenced as a Child Ticket.
◦
Click a ticket referenced as a Parent Ticket.
The Ticket Detail window displays for the selected ticket.

Add work information for tickets

Add work information for tickets

You can add work information to Service Desk tickets, such as the date the work started or stopped, the total number of hours spent on the ticket, and notes about the work performed. This information is available to ticket submitters and owners.

1.
Go to the Service Desk Ticket 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 Service Desk, then click Tickets.
c.
Click the title of a ticket.
2.
Select the Work tab at the bottom of the page.
3.
Click Add.
4.
Provide the following information:

Option

Description

Date

The date work begins. To change the date, click in the date field and select a different date. To remove the date, click Clear.

Start

The time work begins (24-hour clock format).

End

The time work ends (24-hour clock format).

Adjustment

The amount of time to add or subtract to the hours logged. This can be useful for billing and tracking purposes. For example, work on a ticket might start at 08:00 and end at 12:00. However, the actual time an administrator spent working on the ticket might be 2 hours. You could enter -2.0 in this field to accurately report the actual time spent.

Note

Any additional information you want to provide.

5.
Click Add Work.

Use default views for tickets

Use default views for tickets

There are several built-in system views you can use to restrict the tickets displayed on the Tickets page.

1.
Go to the Service Desk Tickets 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 Service Desk, then click Tickets.
The Tickets page shows tickets in the default queue.
2.
To limit the tickets shown in the queue, select a view from the View By drop-down list.
The available built-in views are:

Group

View

My Tickets

All My Tickets

* 
NOTE: This includes any tickets submitted by me or owned by me, or any tickets where I am the approver.

My Active Tickets

* 
NOTE: This includes any tickets submitted by me or assigned to me with 'Opened' or 'Stalled' states.

My Tickets Submitted Today

My Tickets Due Today

My Overdue Tickets

My Recent Tickets

My Tickets by State

My Opened State Tickets

My Stalled State Tickets

My Closed State Tickets

My Not Closed State Tickets

My Tickets by Status

* 
NOTE: This option is only displayed when viewing a specific queue.

My New Tickets

My Opened Tickets

My Closed Tickets

My Need More Info Tickets

All Tickets

All Tickets

All Active Unassigned Tickets

* 
NOTE: This includes any tickets with no owner and with a state of opened or stalled. This is only available if the user logged in is an owner of the selected queue.

All Tickets Submitted Today

All Tickets Due Today

All Overdue Tickets

My Process Tickets by Type

My Service Request Process Tickets

My Software Request: Approval Required Process Tickets

All Tickets by State

All Opened State Tickets

All Stalled State Tickets

All Closed State Tickets

All Not Closed State Tickets

All Tickets by Status
* 
NOTE: This option is only displayed when viewing a specific queue.

All New Tickets

All Opened Tickets

All Closed Tickets

All Need More Info Tickets

All Process Tickets by Type

All Service Request Process Tickets

All Software Request: Approval Required Process Tickets

My Employee Tickets By State
* 
NOTE: This option is only displayed when:
•
Your user account has a manager role, and one or more employee account associated with it.
•
You are using the User Console.
* 
NOTE: Administrators can turn off this feature on the Queue Settings page.

My Employee Tickets: Opened

My Employee Tickets: Stalled

My Employee Tickets: Closed

My Employee Tickets: Not Closed

Submitter Label

<submitter label>

Custom View

List of available custom views.

* 
NOTE: This option is only displayed if there are any custom views created by the logged in user.

Set the custom view as the default. See Set a view as the default view for tickets.

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