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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

Tracking changes to settings

Tracking changes to settings

If History subscriptions are configured to retain information, you can view the details of the changes made to settings, assets, and objects.

This information includes the date the change was made and the user who made the change, which can be useful during troubleshooting. See About history settings.

About appliance backups

About appliance backups

Set the daily backup schedule and the number of backups to retain
Back up the appliance manually
Download backup files from the Administrator Console
Access backup files through FTP
About deleting appliance backup data
Configure offboard backup transfer

Appliance backups are files that are used to restore your appliance in the event of a data loss or other disaster.

There are two kinds of appliance backup files:

•
Base: A backup of the file system. Base backup files are generally created once a week.
•
Differential: A backup of the Base (file system) files that have changed since the most recent Base backup and a backup of database files. Differential backups reference the most recent Base backup file available.

To restore files, you must have a matched pair of Differential and Base backup files. Paired backup files reference the same appliance version number and date, and only paired backup files can be used to restore the appliance.

* 
NOTE: Backups are created while the appliance is running. The appliance is not taken offline during the backup process. Restoring the appliance to a backup and resetting the appliance to factory settings, however, continue to require that the appliance be taken offline.

In addition, there are three types of backup processes:

•
Scheduled daily backups: In most cases, daily backups include only Differential backup files. If there is no Base backup, or if the most recent Base backup is more than seven days old, the daily backup includes both Base and Differential backup files. This backup is known as a full backup. By default, daily backups are scheduled to occur at 02:00, but you can change that schedule. See Set the daily backup schedule and the number of backups to retain.
•
Scheduled monthly backups: Monthly backups occur on the last day of the month, and you cannot change the schedule of monthly backups. This backup includes the most recent Base backup and the latest Differential backup files collected after the Base backup.
•
Backups initiated using the Run Now command: When you click Run Now on the Backup Settings page, the appliance generates a full backup, which includes both Base and Differential backup files.

You can disable backups, which schedules existing backup data for deletion and disables daily and monthly backups. See Disable or enable appliance backups.

Tip:
 
TIP: Always back up appliance data before installing updates or upgrading appliance software.

Set the daily backup schedule and the number of backups to retain

Set the daily backup schedule and the number of backups to retain

You can configure the daily backup schedule and the number of backups to retain.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
On the Control Panel, in the Backup Settings and Restore section, click any of the links to go to the Backup Settings page.
3.
In the Onboard Retention and Schedule tab, specify the following settings:

Option

Description

Number of Daily Backups to Retain

The number of daily backups to retain on the appliance. You can retain up to seven daily backups.

Number of Monthly Backups to Retain

The number of monthly backups to retain on the appliance. You can retain up to two monthly backups. Monthly backups occur on the last day of the month, and you cannot change the schedule of monthly backups.

4.
In the Onboard Retention and Schedule section, specify the schedule for running daily backups.
Times are listed in the 24-hour clock format, and you can select intervals of 5 minutes. For example, to schedule the daily backup for 5 minutes past midnight, select 0:05.
Tip:
 
TIP: To ensure that backup logs are not turned over during daily log maintenance, schedule daily backups to occur after midnight.
5.
Click Save.

The settings are applied. When the next scheduled backup runs, older backup files are removed if the number of backups retained on the appliance exceeds the number specified in the Retention section.

Back up the appliance manually

Back up the appliance manually

You can back up appliance manually any time. In addition, you should manually back up the appliance before you install appliance updates or perform upgrades.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
On the Control Panel, in the Backup Settings and Restore section, click any of the links to go to the Backup Settings page.
3.
At the bottom of the page, click Run Now, then click Yes to confirm.
The system performs a full backup, which includes both Base and Differential backup files.

When the backup is complete, the Logs page appears.

If you are backing up an appliance because you want to migrate it to a different appliance, power off the old appliance. If the old appliance is kept on, it may cause conflicts when the same settings are uploaded to the new appliance.
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