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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

Create process tickets to manage related tasks

Create process tickets to manage related tasks

If you have added and enabled process templates in a queue, you can create process tickets to manage sets of related tasks, such as the tasks required to set up systems for new employees, as a group.

You have added and enabled process templates. See Add, edit, and enable process templates.

1.
Go to the Service Desk New Ticket 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.
Select a queue from the queue selection drop-down, then Choose Action > New Ticket From Process > Process name.
The New Ticket page appears. The activities related to each stage of the process are listed in the Process Information section.
2.
Provide the required ticket information. See Create tickets from the Administrator Console Ticket page.
3.
Do one of the following:
◦
Click Save to save the ticket and return to the Ticket list.
◦
Click Apply Changes to save the ticket and continue editing it.
◦
Click Cancel to discard the ticket changes.
If other users have modified the ticket concurrently, the Update Notification dialog appears, provided that the dialog is enabled for the queue and you are the ticket owner or an administrator. This dialog is displayed to administrators and ticket owners only. It is not displayed to other users. Administrators can enable or disable the conflict warning message for each queue separately. See Enable or disable the conflict warning.

See Create tickets from the Administrator Console Ticket page. The process ticket is created, and child tickets are created automatically for activities assigned to stage 1. Stage 2 child tickets are created when all stage 1 tickets are closed, and so on. If approvals are defined for the process, child tickets are created after the approvals are received for the process ticket.

Create process tickets by email

Create process tickets by email

You can quickly create a process ticket by email for any existing process templates.

Prior to creating a process ticket by email, you must obtain and obtain the following information:

•
Process name
•
Email address of the ticket queue associated with the process template parent ticket
1.
Log in to your email account and create a new email message.
2.
In the email recipient line, type the email address of the ticket queue associated with the process template parent ticket.
3.
In the email subject line, specify the process template name enclosed in curly braces. Any text you add after that segment is added to the ticket title. For example: {New Hire} Jane Smith.
4.
Email body is optional. Any contents you add to the email body is added to the ticket description.
5.
Send the email.
6.
Go to the Service Desk Tickets list 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.
7.
Look for the newly created ticket and click the ticket title.
8.
Make any applicable changes.
For more information about editing the ticket page, see Create tickets from the Administrator Console Ticket page.

View process information

View process information

If you have created process tickets to manage sets of related tasks, you can view the related process information in those tickets.

You have created a ticket based on a process template. See Create process tickets to manage related tasks.

1.
Go to the Service Desk Ticket 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.
The Ticket page appears. The activities related to each stage of the process are listed in the Process Information tab. The level of information appearing in this section depends on the settings configured on the Publish tab of the Create Process Template wizard. For example, if you configured the related process template to display Approval and Process information, they appear in this section. For complete information about this wizard, see Add, edit, and enable process templates.
2.
Do one of the following:
◦
Click Save to save the ticket and return to the Ticket list.
◦
Click Apply Changes to save the ticket and continue editing it.
◦
Click Cancel to discard the ticket changes.
If other users have modified the ticket concurrently, the Update Notification dialog appears, provided that the dialog is enabled for the queue and you are the ticket owner or an administrator. This dialog is displayed to administrators and ticket owners only. It is not displayed to other users. Administrators can enable or disable the conflict warning message for each queue separately. See Enable or disable the conflict warning.

The process ticket is created, and child tickets are created automatically for activities assigned to stage 1. Stage 2 child tickets are created when all stage 1 tickets are closed, and so on.

Cancel or complete process tickets

Cancel or complete process tickets

If you have created process tickets to manage sets of related tasks, you can view the related process information in those tickets. A process can be marked as cancelled, by either its owner or submitter. It can be marked complete only by its owner.

You have created a parent ticket based on a process template. See Create process tickets to manage related tasks.

1.
Go to the Service Desk Ticket 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 process parent ticket.
The Ticket page appears.
2.
Do one of the following:
◦
To cancel the process ticket, select Choose Action > Cancel Process.
◦
To complete the process ticket, select Choose Action > Complete Process.
3.
In the dialog box that appears, confirm that you want to cancel or complete the process ticket.
4.
Do one of the following:
◦
Click Save to save the ticket and return to the Ticket list.
◦
Click Apply Changes to save the ticket and continue editing it.
◦
Click Cancel to discard the ticket changes.
If other users have modified the ticket concurrently, the Update Notification dialog appears, provided that the dialog is enabled for the queue and you are the ticket owner or an administrator. This dialog is displayed to administrators and ticket owners only. It is not displayed to other users. Administrators can enable or disable the conflict warning message for each queue separately. See Enable or disable the conflict warning.
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