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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

Managing inventory

Managing inventory

Using the Inventory Dashboard
Using Device Discovery
Managing device inventory
Managing applications on the Software page
Managing Software Catalog inventory
Managing process, startup program, and service inventory
Writing custom inventory rules

You can use the appliance to manage devices, software, processes, and services in inventory.

Using the Inventory Dashboard

Using the Inventory Dashboard

About the Inventory Dashboard widgets
Customize the Inventory Dashboard

The Inventory Dashboard provides an overview of managed devices for the selected organization (if applicable), or the appliance.

If the Organization component is enabled on the appliance, and you are logged in to the Administrator Console (http://appliance_hostname/admin), the Inventory Dashboard shows information for the selected organization.

You can access the Inventory Dashboard if one or more roles associated with your user account grants access to this dashboard. If you want to hide it, edit your user roles, as needed. For more information, see Add or edit User Roles.

Tip:
 
TIP: The appliance updates the summary widgets periodically. To update most of the widgets any time, click the Refresh button in the upper right of the page: . To update most individual widgets, hover over the widget, then click the Refresh button above the widget. Some widgets may require additional steps.

About the Inventory Dashboard widgets

About the Inventory Dashboard widgets

Inventory Dashboard widgets provide overviews of managed devices for the organization or appliance, as selected.

This section describes the widgets available on the Inventory Dashboard. If the Organization component is enabled on your appliance, the widgets show the information for the selected organization at the Admin level and for the appliance at the System level.

This dashboard provides a high-level overview of your device usage. Use it to quickly review the state of your devices and look for any indicators that can improve your device inventory. For example, you can focus on the device disk capacity and reassign resources where they are most needed.

Widget

Description

Device Reports

This widget contains links to common inventory reports. Use them to quickly generate a specific report, such as Devices by memory, Devices by OS, and others.

Connections

This widget shows the number of connections to the appliance web server. A high number indicates a high load on the server, which might reduce appliance response time. If the Organization component is enabled on your appliance, the widget shows the information for the selected organization.

Device Check-In Rate

This widget displays the number of devices that have connected to the appliance in the past 60 minutes. If the Organization component is enabled on your appliance, this widget is available at the System level.

Provisioning

This widget shows the status of KACE Agent provisioning or installation tasks. If the Organization component is enabled on your appliance, the widget shows the information for the selected organization.

Shortcuts

This widget contains links to common Inventory pages and wizards. Use them to quickly navigate to specific pages, such as the Agent Provisioning Assistant, the Discovery Schedules page, and others.

Agent Version Counts

This widget show the counts of agents for each version. This information can be useful during an upgrade.

Inventory Counts

This widget displays the counts of devices associated with each device management method, such as Agent Managed, Agentless, and others. It also shows the number of Agents that have been updated in the last eight hours.

Devices by Disk Capacity

This widget shows a donut chart, where each section of the chart indicates the percentage of free disk space on the managed devices. Clicking the widget title displays a report with links to the associated devices. Hovering over each section of the chart displays the percentage of managed devices that have the selected percentage of free disk space. For example, if you hover over the red part of the chart, the widget displays the percentage of devices whose free disk space is lower than 25%.

Managed Operating Systems

This widget shows the percentage of managed devices that are running each operating system. If the Organization component is enabled on your appliance, this widget shows the percentage of devices in the selected organization.

Provision Platforms

This widget shows the percentage of operating systems installed on Agent-managed devices. If the Organization component is enabled on your appliance, the widget shows the information for the selected organization.

Devices By Manufacturer

This widget shows the top device manufacturers represented in device inventory. If the Organization component is enabled on your appliance, this widget shows the percentage of devices in the selected organization.

Devices By Model

This widget shows the top device models represented in the device inventory. If the Organization component is enabled on your appliance, this widget shows the percentage of devices in the selected organization.

Devices By Memory

This widget shows a bar chart, where each bar represents a number of devices that have an indicated amount of RAM installed on them.

Devices By Processor

This widget shows a bar chart, where each bar represents a number of devices that have a specific processor configuration.

Devices By Subtype

This widget shows a donut chart, where each section of the chart indicates the percentage of the managed devices by device subtype.

VMware Device Counts

This widget shows the counts of each VMware device type, such as vCenters, ESXi hosts, virtual machines, and provisioned virtual machines. Clicking the widget title displays the Devices list page.

VMware Device Reports

This widget contains links to five popular VMware inventory reports. Clicking the widget title displays the Reports list page with the Virtual Infrastructure filter applied.

VMware ESXi Device By Status

This widget displays a donut chart showing the current status of ESXi devices. There are four possible values: OK, Warning, Error and Unknown. Clicking the widget title displays a new VMware inventory report that lists all ESXi devices by current status.

VMware ESXi Version Counts

This widget shows the counts of the top five ESXi versions. Clicking the widget title displays a new VMware inventory report that shows all ESXi devices by version.

Customize the Inventory Dashboard

Customize the Inventory Dashboard

You can customize the Inventory Dashboard to show or hide widgets as needed.

1.
Go to the Inventory Dashboard.
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 Devices.
2.
Hover over the widget, then use any of the following buttons:
◦
: Refresh the information in the widget.
◦
: Display information about the widget.
◦
: Remove the widget.
◦
: Resize the widget.
◦
: Drag the widget to a different position on the page.
3.
Click the Customize button in the top-right corner of the page to view available widgets.
4.
To show a widget that is currently hidden, click Install.
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