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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

Add or edit organization user accounts

Add or edit organization user accounts

You can add or edit user accounts at the organization level. If the Organization component is enabled on your appliance, you add and edit users accounts for each organization separately.

1.
Go to the User Detail 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 Users.
c.
Display the User Detail page by doing one of the following:
▪
Click the name of a user.
▪
Select Choose Action > New.
* 
NOTE: There can be a maximum of 50 organization in your system. Any attempts to create more organizations result in an error message.
2.
Add or edit the following information:

Option

Description

Login

(Required) The name the user types in the Login ID field on the login page. If you are editing the default admin account, you can change the login name, however use caution when changing the login and password of the admin account. The admin account login names and passwords on all linked appliances and organizations must be the same if you want to switch between them using the drop-down list in the top-right corner of the Administrator Console. The drop-down list shows only those appliances and organizations whose admin account login names and passwords are the same.

Name

The user’s full name.

Email

The user’s primary email address.

Additional Emails

One or more additional emails the user has access to. Separate multiple entries with commas.

Domain

The Active Directory domain associated with the user.

Budget Code

The code of the financial department associated with the user.

Location

The name of the work site or building where the user is located. Click and select a location from the drop-down list that appears.

Work Phone, Home Phone, Mobile Phone, and Pager Number

The user’s telephone numbers.

Custom 1-4

Any additional information about the user or the user’s account.

Password and Confirm Password

(Required) The password the user types when logging in.

Role

(Required) The role associated with the user. Roles are assigned to user accounts to control access to the Administrator Console and User Console. Default system roles include:

•
Administrator: This user can log in to and access all features in the Administrator Console.
•
Read Only Administrator: This user can log in but cannot modify any settings in the Administrator Console.
•
Administrator Console only: This user can log in to the Administrator Console only.
•
No Access: The user cannot log in to the Administrator Console or the User Console.

You cannot change the role of the default admin account.

Locale

The locale that is displayed when the user logs in to the Administrator Console or the User Console.

Assign To Label

The label associated with the user.

Default Queue

The queue used as the default for Service Desk tickets submitted by the user.

Mobile Device Access

Enable or disable Mobile Device Access for the user. Mobile device access enables you to interact with the appliance using the KACE GO app on iOS and Android smart phones and tablets. Administrators can use the app to access Service Desk, inventory, and application deployment features.

* 
NOTE: This field is available when mobile device access is enabled on the appliance. See Configuring Mobile Device Access.

Service Desk Tickets

(Read only) Links to tickets created by the user.

Associated Assets

(Read only) Assets assigned to the user. For each user, the list shows the asset name, its type (for example, Software or Device), and the asset subtype (if applicable). You can sort the list by any column heading, as needed.

Assigned Devices

Devices assigned to the user. For each user, the list shows the device name, its subtype (if applicable), and an indication of whether a device is a primary user's device. You can sort the list by any column heading, as needed.

To assign a device to a user, click , and select an asset. If you choose a device that is already assigned to another user, the ownership of that device shifts to this user.

The first device assigned to the user becomes the primary device by default. When multiple devices are assigned to a user, any device can be set as a primary device.

3.
Click Save.

Customize user details

Customize user details

You can modify the custom fields available in user accounts as needed.

Every user account comes with a set of custom fields. You can edit these fields so that they can contain meaningful user-specific information, such as their badge number.

1.
Go to the User Detail 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 Users.
c.
Select Choose Action > Customize User Fields to display the User Custom Fields page.
2.
On the User Detail page, click Customize Additional Fields.
The User Custom Fields page appears.
3.
For each custom field, you can specify the following information:

Option

Description

Field Name

The name of the custom field.

Required

An indicator of whether the field is required.

Default Value

The default value.

4.
Manage the collection of custom fields, as needed, using the available controls.
5.
Click Save.

Archive user accounts

Archive user accounts

When users are removed from your system, you have an option to archive their accounts prior to deleting them.

In order to archive user accounts, user archival must be enabled on the General Settings page. For more information, see Configure Admin-level or organization-specific General Settings.

Archived user accounts are maintained on the appliance in read-only mode. You can delete them, as needed. If you archive a user account, and add it to appliance again, a new user account is created, while the archived account is maintained until being removed. For example, if an employee leaves the organization and its user account becomes archived, if they join the organization again, a new user account is created without any association with the archived account. Similarly, if you archive a user account on the appliance without updating your organization's Active Directory, an LDAP import results in a new user account, that is not associated with the previously archived user.

* 
NOTE: When user archival is enabled, user accounts can only be deleted only if they are marked as archived.
1.
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.
2.
On the left navigation bar, click Settings > Users.
3.
Complete one of the following steps:
◦
On the Users list, select one or more user accounts that you want to archive and select Choose Action > Archive.
◦
On the Users list, click the name of the user that you want to archive. On the User Detail page that appears, click Archive.
4.
In the dialog box that appears, click Confirm.
The dialog box closes, and the Users list refreshes, indicating that the user is in the Archived state ().
5.
If you want to review the details for an archived user, on the Users list, in the Name column, click the user name.
The User Details page appears, showing the user details in read-only mode.

Next, you can delete archived user accounts, if needed.

View or edit user profiles

View or edit user profiles

You can view general information about your user profile, and edit some settings, when needed.

The User Profile dialog box allows every user to quickly change their password, review the devices and assets assigned to them, and any Service Desk Tickets that they created. Users with administrative-level permissions can also edit some additional parameters, such as their name, email, manager, and locale. They can also quickly go to the User Detail page to review additional information about their account, and to make any changes, as needed.

For more information about editing user accounts using the User Detail page, see the following topics:

•
Add or edit organization user accounts
•
Add or edit System-level user accounts
1.
Do one of the following:
◦
Log in to the appliance Administrator Console, https://appliance_hostname/admin, where appliance_hostname is the host name of your appliance. Or, if Show organization menu in admin header 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.
◦
Log in to the appliance System Administration Console, https://appliance_hostname/system, where appliance_hostname is the host name of your appliance, or select System from the drop-down list in the top-right corner of the page.
◦
Log in to the applianceUser Console, https://appliance_hostname/user, where appliance_hostname is the host name of your appliance, or select User Console from the drop-down list in the top-right corner of the page.
2.
From the drop-down list in the top-right corner of the page, select Manage My Profile.
The User Profile dialog box appears.
3.
Review and edit the information on the User Profile dialog box, as needed.
* 
NOTE: Users without administrative privileges can only update their passwords and view a limited set of information in this dialog box without making any additional changes or accessing the User Detail page.

Tab

Option

Description

Profile

Login

The name the user types in the Login ID field on the login page.

* 
NOTE: You cannot change the login of the default admin account.

Name

The user’s full name.

Primary Email

The user’s email address.

Manager

The user’s manager.

Locale

The locale to use for the Administrator Console and User Console for the user.

Manage Password

The password the user types when logging in.

If the Organization component is enabled on your appliance, or if you want to link multiple K-Series appliances, use caution when changing the password of the admin account. Admin account passwords for the System-level, for organizations, and for linked appliances must be the same if you want to switch among them using the drop-down list in the top-right corner. The drop-down list shows only those organizations and appliances whose admin account passwords are the same.

Devices

Name

The device name.

Subtype

The Asset Subtype for this device, if one is assigned.

Primary Device

Indicates if the device is the primary device for the selected user.

Assets

Name

The asset name.

Type

The asset type.

Subtype

The Asset Subtype for this device, if one is assigned.

Service Desk Tickets

Number

The number of the Service Desk ticket the user logged.

Title

The title of the Service Desk ticket the user logged.

Status

The status of the Service Desk ticket the user logged.

4.
Optional. To access the User Detail page, in the top-left corner, click View Full Profile, and continue reviewing and editing the user profile on that page.
* 
NOTE: This link only appears if your account has administrative privileges.
5.
To save your changes, click Update.
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