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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

Review Linux package upgrade schedule details

Review Linux package upgrade schedule details

When you configure a Linux package upgrade schedule, this page displays details about the schedule configuration and its status.

1.
Go to the Linux Package Upgrade Schedule Summary 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 Security, then click Linux Package Upgrades.
c.
On the Linux Package Upgrades Management panel, click Detect missing package upgrades in the Schedules section.
d.
Click the name of a Linux package upgrade schedule.
2.
Review the Devices Targeted field. This number specifies the number of Linux devices that are selected for upgrade, as specified in the schedule.
3.
Review the contents of the Configuration tab.

Option

Description

Devices Targeted

the number of Linux devices that are selected for upgrade,

Created

The date and time the schedule is created.

Modified

The date and time the schedule is last modified.

Last Run

The date and time the schedule is last run.

Name

A name that identifies the schedule. This name appears on the Linux Package Upgrade Schedules list page.

Action

The action associated with the schedule:

•
Detect All: Scans for all Linux package upgrades.
•
Detect and Upgrade All: Scans for all Linux package upgrades, downloads the applicable files, and deploys them update to the selected devices.

Description

A brief description of the Linux package upgrade schedule.

Devices

This field only appears when the schedule is configured to apply to all devices.

Device Label

One or more Smart Labels associated with the devices against which the schedule runs. For more information, see Using Smart Labels for patching. This field only appears when the schedule is configured to apply to selected devices.

Device Name

One or more selected devices against which the schedule runs. This field only appears when the schedule is configured to apply to selected devices.

Schedule

The selected update schedule. Click View Task Schedule to see a detailed task scheduler. In the dialog box that appears, click a task to review the task details. For more information, see View task schedules.

Run on Next Connection if Offline

Indicates if the schedule runs the action the next time the managed device connects to the appliance, if the device is currently offline.

Delay Run After Reconnect

If configured, this option indicates the amount of time the schedule is delayed for. The time delay period begins when the update action is scheduled to run.

End After

If configured, this option indicates the maximum amount of time the schedule can run for. When this time limit is reached, any update tasks that are in progress are suspended.

4.
In the Schedule Status tab, review the overall patch schedule status on any of the following tabs:

Tab

Contents

By Machine

Devices selected for upgrading. Each entry displays the device name, its IP address, the upgrade status, upgrade results, and the date the upgrade completed, if applicable. You can expand a device node to view additional information about each package, such as the package name, version, compatible OS name, whether the package is installed on the device, and the date it is detected.

By Package

Upgrades selected for detection and installation. Each entry displays the package name, its version, compatible OS name, package ID, and indicates if the package is installed.

Needs Upgrade

Upgrades that can be installed on devices. Each entry displays the package name, version, and the compatible OS name. You can expand an update node to view the devices on which the update is to be installed.

Deploy Failures

Incomplete updates that resulted in a deployment failure. Each entry displays the update ID, associated Knowledge Base, update name, and the associated error code (see Error codes caused by patching and scripting). You can expand an update node to view the devices on which the failure is encountered.

5.
Optional. After reviewing the schedule details, you can perform any of the following actions:
◦
To edit the schedule, click Edit. For more information, see Configure Windows Feature Update schedules.
◦
To run the schedule, click Run Now.
◦
To make a copy of the schedule, click Duplicate.
◦
To delete the schedule, click Delete.

Review Linux package upgrades

Review Linux package upgrades

As you run the Detect All action, the appliance generates a list of packages that are available for upgrade.

Use the Packages list page to see the latest Linux packages that are available for upgrade, and installed on managed devices. Start by selecting a specific Linux OS, and review contents of the list to get an overall estimate of the device pool that requires an update.

For each package, the list shows the numbers of devices on which the package is installed or not installed, and the percent of the devices that are running the latest version.

1.
Go to the Packages 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 Security, then click Linux Package Upgrades.
c.
On the Linux Package Upgrades Management panel, click Package Upgrade.
2.
In the Packages list page, click View By, and select a Linux OS. For example, RHEL or Ubuntu.
The list refreshes, showing the packages detected for the selected OS.
3.
Review the contents of the list. The following columns are available:

Column

Description

Package Name

The name of the detected package.

Version

The latest package version.

Installed

The number of managed Linux devices running the selected Linux OS on which the package is installed. Click the number in this column to display a list of these devices in the Devices list page.

Needs Upgrade

The number of managed Linux devices running the selected Linux OS that have an earlier version of this package and are candidates for an upgrade. Click the number in this column to display a list of these devices in the Devices list page.

Completion

The percentage of all devices that have this package installed.

Manage quarantined file attachments

Manage quarantined file attachments

The appliance includes a malware scanning feature for Service Desk file attachments. An automated process on the appliance ensures that the virus definition lists are updated on a regular basis. Any files attached to Service Desk tickets, and also any attachments to ticket-related email are scanned before they are added to the tickets.

Quarantined files are listed on the Antivirus Quarantine page. Use this page to review and manage quarantined Service Desk attachments. A notification appears when a threat is detected, with a link to the device associated with the file. You can also create notifications when specific kinds of threats are detected, or based on their status change.

1.
Go to the Antivirus Quarantine 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 Security, then click Antivirus Quarantine.
By default, the Antivirus Quarantine page displays new threats that have not been rejected or released from the quarantine. These items are always included in the appliance backup. You can filter this list using the View By menu, as required.
2.
Review the list of files and perform applicable actions.
For each quarantined file, the list displays its name, the time the file was first and last seen, the name of the malware variant, and additional information about the file's release or rejection, as applicable.
◦
To enable access to a quarantined file in the associated Service Desk ticket, select it in the list and click Choose Action > Release.
◦
To block access to a quarantined file in the Service Desk ticket, select it in the list and click Choose Action > Reject.
◦
To delete a quarantined file from the Service Desk ticket, select it in the list and click Choose Action > Delete
The Choose Action menu also allows you to export the list, or to create a report.

Using reports and scheduling notifications

Using reports and scheduling notifications

About reports and notifications
Creating and modifying reports
Scheduling reports and notifications

You can configure the appliance to run reports and send notifications to administrators when specified criteria are met.

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