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KACE Systems Management Appliance 13.2 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 Agent 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
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 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 Managing Mac profiles 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 Maintaining device and appliance security Manage quarantined file attachments
Using reports and scheduling notifications Monitoring servers
Getting started with server 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

Managing credentials

Managing credentials

Tracking changes to Credentials Management settings
Add and edit Secret Key credentials
Add and edit User/Password credentials
Add and edit LDAP User/Password credentials
Add and edit Google Workspace credentials
Add and edit SNMP credentials
Add and edit Microsoft Office 365 OAuth credentials
View credential usage
Create reports from the Credentials Management list
Export credentials information
Delete credentials

The appliance enables you to manage the usernames and passwords required for logging in to other systems, such as managed computers and servers, and the information required for Google or SNMP authentication, from a central location.

Credentials that have been added to the appliance's Credentials Management page are available for selection on drop-down lists in the Inventory (Discovery, Provisioning, and Agentless device management), Distribution (Managed Installations, File Synchronizations, and Replication), and Scripting (Configuration Policies and Security Policies) sections.

In addition, credentials that are updated on the Credentials Management page are automatically updated wherever they are used in the various appliance components. You do not need to independently update each item that uses the credentials.

However, the credentials you add to the appliance must match the credentials on the target systems. If you change the credentials on target systems, you must change them on the appliance's Credentials Management page as well.

If the Organization component is enabled on your appliance, you manage credentials for each organization separately.

* 
NOTE: The Credentials Management drop-down list is not available on LDAP configuration pages, and the feature is not used to manage user credentials for accessing the appliance Administrator Console or User Console, which use single sign on and LDAP authentication. See About user accounts and user authentication.

Tracking changes to Credentials Management settings

Tracking changes to Credentials Management 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 item was created, changed, or deleted, and the user who performed the action, which can be useful during troubleshooting.

See About history settings.

Add and edit Secret Key credentials

Add and edit Secret Key credentials

To streamline the management of Secret Key credentials used in Inventory, Distribution, and Scripting, add those credentials to the Credentials Management page. Secret Key credentials can be created for devices managed using the KACE Cloud Mobile Device Manager.

•
You have the secret key from the KACE Cloud Mobile Device Manager.
•
You have administrator privileges in the Administrator Console.

After you add credentials, you can select them on configuration pages instead of entering the credentials manually each time. In addition, you can add credentials from any of the configuration pages that use them. Credentials added on configuration pages are automatically added to the Credentials Management page.

1.
Go to the Credentials Management 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 Settings, then click Credentials.
2.
Select Choose Action > New.
3.
On the Add Credential form, specify credential properties:
* 
NOTE: You can also access this form from pages that use credentials, such as the Discovery Schedule Detail page. Credentials added on these pages are automatically added to the Credentials Management list.

Option

Description

Name

A unique name for the credential. This name appears on the Credentials Management list and in the credential selection drop-down lists in component sections, such as Scripting. This name is used for identification in Administrator Console, and it is not part of the actual credential on the target device.

Type

The classification of the credential. Select Secret Key to specify credentials that contain secret keys from the KACE Cloud Mobile Device Manager.

Secret

The secret key of the KACE Cloud Mobile Device Manager environment.

Show typing

Show the characters in the Password field on the Add Credential form. This option is available only when you are adding credentials. If you are editing existing credentials, the password characters cannot be displayed.

Notes

Any additional information you want to provide about the credential.

4.
Click Save.
The credential appears on the Credentials Management list and it is available for selection in components that use credentials.

Add and edit User/Password credentials

Add and edit User/Password credentials

To streamline the management of username and password credentials used in Inventory, Distribution, and Scripting, add those credentials to the Credentials Management page. User/Password credentials can be created for Mac, Windows, and Linux operating systems as well as VMware ESXi hosts and vCenter Servers.

•
You have the usernames and passwords of the credentials you want to manage.
•
You have administrator privileges in the Administrator Console.

After you add credentials, you can select them on configuration pages instead of entering the credentials manually each time. In addition, you can add credentials from any of the configuration pages that use them. Credentials added on configuration pages are automatically added to the Credentials Management page.

1.
Go to the Credentials Management 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 Settings, then click Credentials.
2.
Select Choose Action > New.
3.
On the Add Credential form, specify credential properties:
* 
NOTE: You can also access this form from pages that use credentials, such as the Discovery Schedule Detail page. Credentials added on these pages are automatically added to the Credentials Management list.

Option

Description

Name

A unique name for the credential. This name appears on the Credentials Management list and in the credential selection drop-down lists in component sections, such as Scripting. This name is used for identification in Administrator Console, and it is not part of the actual credential on the target device.

Type

The classification of the credential. Select User/Password to specify credentials that have usernames and passwords.

User or Domain\User

The username required for the credential.

Tip:
 
TIP: The Domain\User format might be required for some Windows configurations.

Password

The password required for the credential.

Show typing

Show the characters in the Password field on the Add Credential form. This option is available only when you are adding credentials. If you are editing existing credentials, the password characters cannot be displayed.

Targets

The device types on which the credential can be used.

Tip:
 
TIP: You can select multiple device types, or operating systems, if the specified credentials can be used for authentication on multiple operating systems.

Notes

Any additional information you want to provide about the credential.

4.
Click Save.
The credential appears on the Credentials Management list and it is available for selection in components that use credentials.
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