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KACE Systems Management Appliance 14.0 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 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

View details of Software Catalog applications

View details of Software Catalog applications

You can view details of Discovered, Not Discovered, Uncataloged, and Locally Cataloged suites and applications.

To view details of Uncataloged applications, data retention for Uncataloged applications must be enabled. You cannot view details of Uncataloged applications if data retention is disabled. See Configure Admin-level or organization-specific General Settings.

Tip:
 
TIP: For information about license compliance, go to the License Compliance page. See View License Compliance information for Software Catalog applications.
1.
Go to the Software Catalog list:
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 Inventory, then click Software Catalog.
2.
Click the name of a suite or application to display the Software Catalog Detail page.
Information on this page includes:

Item

Description

Summary

Not allowed

Indicates if the suite or application is marked as Not Allowed. Marking applications as Not Allowed prevents them from running on Agent-managed devices.

Metered

Indicates if metering is enabled for the suite or application. If metering is enabled for the application, usage data is collected for Agent-managed devices that also have metering enabled. See Enabling and configuring metering for devices and applications.

Installed

The number of Agent-managed devices on which the suite or application is installed.

Licenses

The number of License assets associated with the suite or application.

Expired Licenses

The number of expired License assets associated with the suite or application.

Exclude from License Compliance

Indicates if the suite or application appears on the License Compliance page.

Exclude from Reports

Indicates if the suite or application appears on selected reports.

Properties

Publisher

The publisher of the suite or application. This information is normalized to ensure accurate reporting. For example, Microsoft Corp. and Microsoft Inc. are reported as Microsoft Corporation.

Platform

The operating system on which the suite or application is designed to run. For example, Windows.

Software Type

Indicates if the suite or application is an individual application, such as Microsoft Word, or a suite of applications, such as Microsoft Office.

Publisher License Type

The suggested license type for the suite or application.

Category

The category of the suite or application as established by the Software Catalog team.

For applications that are Locally Cataloged, this is specified when the cataloging request is submitted.

Application ID or Suite ID

A code that identifies the suite or application.

General Availability

The date the suite or application was first released to customers.

End of Life

The date that support for the suite or application was discontinued.

MSRP ($)

The Manufacturer's Suggested Retail Price of the suite or application.

Metering Enabled

The date and time when metering was enabled for the suite or application.

Versions or Applications Installed

File Name

For applications, the name of the executable file.

Product Name

For suites, the suite name.

Version

The version number associated with the suite or application.

Category

The category of the suite or application as established by the Software Catalog team.

For applications that are Locally Cataloged, this is specified when the cataloging request is submitted.

Language

The language for which the suite or application is designed. For example, English. Applications that are not designed for a specific language are designated as Language Neutral.

Installed

The number of managed devices that have the suite or application installed. Click a number to view device information.

App-V

Refers to Microsoft Application Virtualization (App-V) which manages applications without installing them on devices.

Associated Files

One or more files that are associated with the selected version and attached to the software catalog. To attach a file, click , and select the file location. You can edit or delete attached files, as needed.

•
To associate a file with a software version, navigate to the file using a file browser.
•
Alternatively, for larger files, use a Samba share.
•
Provide a note about the file. For example, Script Host 5.8 - x86 or Script Host 5.8 - x64
•
To copy the file to the Replication Share, ensure the Replicate Associated File check box is selected.

Replicated

Indicates if the files are copied to the Replication Share.

Notes

A note about the attached file, if one is provided.

Licenses

Available only if a License asset has been added for the suite or application.

Name

The name of the license, such as Office Professional PO #1234. This is the name that you use to find the asset. If you plan to have multiple licenses associated with an application consider including a purchase order number or purchase date.

Count

The number of installations or seats the license allows. For example, 50.

Mode

The mode of the License asset. The mode is used in the License Compliance chart that is displayed on the Dashboard of the Administrator Console. Values that are marked as ignored on the Asset Detail page are shown with a usage level of 100 percent.

Key, Unit Cost, and Expiration

Additional information about the license. You can modify and edit the default information, which can be captured for a License Asset Type.

Vendor

The name of the Vendor asset you want to associate with the suite or application. the Vendor drop-down list is empty unless you have added a Vendor asset. To search for a vendor, begin typing in the list.

Order Number

The purchase order number associated with the license.

Purchased

The date the license was obtained. Click in the field, then select a date on the calendar.

Metering

Last Used (days ago)

The number of managed devices that have launched the suite or application in the past 24 hours.

1-7

The number of managed devices that have launched the suite or application in the past 7 days.

8-30

The number of managed devices that have launched the suite or application in the past 8-30 days.

31-90

The number of managed devices that have launched the suite or application in the past 31-90 days.

Not Used

The number of managed devices that have not launched the suite or application in the last 90 days.

Adding applications to the Software Catalog

Adding applications to the Software Catalog

Submitting cataloging requests automatically adds applications to the local Software Catalog
How Locally Cataloged applications change to Cataloged applications
How custom names are resolved when Locally Cataloged applications are added to the Software Catalog
Submit cataloging requests
Cancel cataloging requests and remove local cataloging

Quest reviews its extensive data warehouse and automatically adds new applications to the Software Catalog as needed. If an application does not yet appear in the catalog, however, you can send a cataloging request to the Quest catalog team for consideration.

A cataloging request is a form you can submit to request that an application that is not included in the Software Catalog (Uncataloged) be added to the public Software Catalog. When Quest receives a cataloging request, that request is evaluated to determine whether or not the application should become part of the public Software Catalog. In addition, applications are automatically added to the local version of the Software Catalog on the appliance when cataloging requests are submitted.

As an alternative, if you have applications that are internal to your organization, and you do not want those applications to be added to the public Software Catalog, you can add them to your local version of the Software Catalog. See Submit cataloging requests.

Submitting cataloging requests automatically adds applications to the local Software Catalog

Submitting cataloging requests automatically adds applications to the local Software Catalog

When you submit a cataloging request for an application, the application is automatically and immediately added to the local version of the Software Catalog on your appliance.

The application then becomes Locally Cataloged, and it can be metered, marked as Not Allowed, and associated with License assets.

If the Organization component is enabled on your appliance, you can submit cataloging requests from any organization, and the title is added to your local appliance Software Catalog immediately. It is available to all of your organizations.

Important:
 
IMPORTANT: Cataloging requests can be submitted only if data retention for Uncataloged applications is enabled for the organization. See Configure Admin-level or organization-specific General Settings.

How Locally Cataloged applications change to Cataloged applications

How Locally Cataloged applications change to Cataloged applications

Applications that are Locally Cataloged change to Cataloged applications when they are added to the public version of the Software Catalog.

Locally Cataloged applications are added to the public version of the Software Catalog when:

•
You submit a cataloging request to the Quest KACE catalog team and the application is accepted into the Software Catalog.
•
Another customer submits a cataloging request to the Quest KACE catalog team and the application is accepted into the Software Catalog.
•
The Software Catalog team pro-actively adds the application to the Software Catalog.

When the Software Catalog that contains the application is updated on your appliance the name of the application might change. For example, if the characteristics, such as the name of the executable, file size, version, and other information of the Cataloged application match the characteristics of your Locally Cataloged application, the local information is replaced by catalog information. If the name of the application matches, but the file size or other information differs significantly, the new application is added but it does not replace the local catalog information.

In other words, the information in the public Software Catalog always takes precedence over local catalog information. Local Catalog applications that match applications in the public Software Catalog are replaced by public Software Catalog entries. However, this does not affect any information you have added for the application, such as licensing information, and it does not change settings such as metering or Not Allowed.

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