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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

Best practices for resolving patch subscription issues

Best practices for resolving patch subscription issues

Occasionally you may see an error message indicating that your patch subscription license has expired:

The error message

Your patch subscription has expired. Please contact support for assistance.

Before engaging the KACE support, you can take some preliminary steps to resolve the issue.

This error may be caused by one of the following issues:

•
In most cases, it happens when your license key has passed its three year validation period.
•
A new license key is provided, but the account may not be synchronized yet with the KACE database.

If a new key has been requested but not yet delivered:

Ensure the following email message has not been stopped by a spam filter. This is the message format of the new license key notification sent by the KACE licensing team:

Sender: license@quest.com

Subject: KACE Service Desk License Number for (PO# <PO number>) order# <order number>

If a new key has been applied but the error persists:

1.
Validate your product license:
a.
Go to the appliance Control Panel.
▪
If the Organization component is not enabled on the appliance, click Settings.
▪
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, http://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings.
b.
On the left navigation bar, click Appliance Updates to display the Appliance Updates page.
c.
On the right of the License Information, click .
d.
Select Validate License, then click Yes to confirm.
Tip:
 
TIP: For complete information about this page, see Update the appliance license key.
2.
Perform a manual patch signature download.
a.
Go to the appliance Patch Download Settings page.
▪
If the Organization component is not enabled on the appliance, click Settings.
▪
If the Organization component is enabled on the appliance, log in to the appliance , http://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings.
▪
Go to Security > Patch Management > Patch Download Settings.
b.
Click Run Now. After the patch download is completed, the error message disappears.
Tip:
 
TIP: For complete information about this page, see Select patch and feature update download settings.

If you completed the above step, but the issue remains:

1.
Go to https://support.quest.com/create-service-request and create a new service request (SR).
2.
Provide the answers to the following questions in the request:
◦
When did the issue start for the first time?
◦
Did something change before the issue?
◦
Verify and confirm the issue in the patch download log. Document the findings in the SR or upload the log files into the SR.
◦
Which license key is currently in use? The complete license key is required. If this is not possible, the last five characters are acceptable.
◦
If available, what is the old (previous) license key?
◦
What is the static IP Address of the appliance?
◦
What is the MAC Address of the appliance?
3.
Upload your appliance log files as an attachment to the SR.
a.
Go to the appliance Control Panel.
▪
If the Organization component is not enabled on the appliance, click Settings.
▪
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, http://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings.
b.
On the left navigation bar, click Support.
c.
In the Troubleshooting Tools section, click Retrieve appliance activity logs.
d.
Click Save File to download the logs.
* 
NOTE: Clear your browser's cache after encountering an error situation during a patch download. Failing to do so may prevent the appliance from downloading patches after this error is encountered.

Creating and managing patch schedules

Creating and managing patch schedules

About scheduling critical OS patches for desktops and servers
About scheduling critical patches for laptops
About scheduling non-critical patches
Configuring patch schedules
Viewing patch schedules, status, and reports
Managing patch rollbacks

You can manage patch schedules that detect, deploy, and rollback the patches to which you subscribe.

For information on subscribing to patches, see Subscribing to and downloading patches.

About scheduling critical OS patches for desktops and servers

About scheduling critical OS patches for desktops and servers

Workflow for critical OS patches for desktops and servers

You can configure the appliance to install critical OS patches on desktops and servers according to a schedule.

Desktops are usually less crucial than servers and less mobile than laptops, so it is easier to schedule a time to patch them. Usually, you can schedule routine updates for the early morning hours before users arrive.

Servers run critical services that your organization requires. Schedule patching for servers in advance, and warn users of the temporary service outages that patching requires. Push server patches in the early morning hours or other times when the fewest number of users require the server resources.

Workflow for critical OS patches for desktops and servers

Workflow for critical OS patches for desktops and servers

The workflow includes identifying devices, identifying patches, scheduling actions, and deploying patches.

•
Identify desktops: Create a Smart Label that identifies all devices that are desktops. This excludes servers and laptops. See Add a Smart Label for desktops.
•
Identify servers: Create a Smart Label that identifies all servers. See Add a Smart Label for servers.
•
Identify critical OS patches: Create a Smart Label that identifies all critical OS patches. See Add a Smart Label for critical OS patches.
•
Schedule detect and deploy actions: Schedule a detect and deploy job that identifies whether the devices in the Smart Label need to be updated, deploys critical patches to them, and forces a reboot if required. See Configuring patch schedules.
•
Deploy patches individually to servers: Schedule a job that deploys patches to servers as needed. See Configuring patch schedules.
•
Notify users: When you schedule patching, be sure to notify users of the schedule so that they know when the devices they use are being patched. This is especially important if devices need to be restarted and might be unavailable as part of the patching process. You can notify users by sending email and other messaging services outside the appliance Administrator Console. See Best practices for patching.
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