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KACE Systems Management Appliance 12.1 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 Review and configure 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
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

Edit notification schedules

Edit notification schedules

You can enable, disable, change the frequency of, or modify notification schedules as needed.

Go to the Notification Schedules list page:
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.
On the left navigation bar, click Reporting, then click Notifications.




Whether the notification is active or inactive. Select Enabled to permit the appliance to run the query and send the appropriate notifications at the selected frequency. Select Disabled to prevent the appliance from running the query and sending notifications.


The information that you want to appear in the Subject line of the email. When you create notifications on the Notification panel, you enter this information in the Title field.


The email address or addresses of intended recipients. Email addresses must be fully qualified email addresses. To send email to multiple addresses, use commas to separate each address, or use email distribution lists.


Any additional information you want to provide.


The interval at which the appliance runs the query to compare the selected criteria with items in inventory. If criteria are met, the notification is sent.

Optional: To edit the report using the wizard, select click here next to To re-edit the Notification using the original editor above the Save button.
Optional: To change the SQL criteria that triggers the alert, click the check box labeled To edit the Notification using this editor above the Save button.


For example:


Click Save.

Delete notification schedules

Delete notification schedules

When you delete notification schedules, both the notification criteria and the schedule settings are removed from the appliance.

Notification schedules can be deleted any time as needed.

Go to the Notification Schedules list page:
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.
On the left navigation bar, click Reporting, then click Notifications.
Select Choose Action > Delete, then click Yes to confirm.

Monitoring servers

Monitoring servers

The appliance offers you a module with which you can perform basic performance monitoring for your servers in inventory.

About server monitoring

The appliance monitoring feature targets server-class operating systems, and provides default monitoring profiles that define criteria for performance alerts for each operating system. You can define additional, custom profiles that point to alternative event logs or OS level logs, with similar or different criteria.

For details on OS versions supported for server monitoring, see the Technical Specifications guides.

Table 32. Monitoring interface components under the Monitoring tab in the appliance navigation bar




For each monitored device, displays most critical alert, alert count, bound profile count, bound Maintenance Window count, and link to detail page to edit configuration settings for the device. This section can also display time alert created and modified, IP address of the monitored device, and whether Configuration Change Alert is enabled.


Displays alert level, alert summary, link to detail of alert, date and time of alert creation, most recent repeat time, repeat count, IP address, and status.


Displays profile name, list of default profiles and added profiles, count of devices to which the profile is bound, and if the profile is automatically added to a device with a particular operating system type.

A profile is where the criteria for triggering an alert is configured. In the profile, the log path and file are defined, along with the search text to look for in the log, and what severity is assigned to the alert.

You can bind multiple profiles to a device if there are multiple logs you want to monitor.

Maintenance Windows

Displays Maintenance Window name, count of devices to which the Maintenance Window is bound, whether the Maintenance Window is automatically added to all devices, and link to detail page to edit schedule and OS default settings. This section can also display Maintenance Window description and time Maintenance Window created and modified.

Log Enablement Packages

Displays a base set of Windows Reliability and Performance Monitor (PerfMon) templates and non-Windows open-source Perl scripts, so that you can extend your monitoring capability, and identify system and application performance issues.

Monitoring profiles

With the default monitoring profiles and with profiles you can set up, your appliance can provide:

In addition, you can use Log Enablement Packages (LEPs) to provide:

You can download your profiles for others to use, and can upload custom profiles that are developed and made available by others.

Free or licensed server monitoring

The appliance comes with monitoring available for 5 servers with your standard license, and you can obtain a license to expand that number. To see how many servers your system is licensed to manage, click About appliance in the Page-level Help panel when you click Need Help in the top-right corner of the page. The line for Management Capacity Usage displays Monitored Servers, with the number of devices that currently have monitoring enabled compared to the total number of devices that could be monitored under the existing license.

Working with the alerts

Alerts appear in the Administrator Console, where you can review and dismiss them after they have been dealt with. The appliance provides additional capabilities. Among other things, you can:

The appliance has a number of functions that make working with alerts more efficient:

Alert consolidation (repeat counts): To prevent notification spam, the appliance analyzes the alerts for uniqueness, and uses repeat count for identical alerts to indicate the number of times the alert has been generated.
Alert storm mitigation: To prevent too much repeated data from streaming in, the appliance limits the collection for any one device to 50 alerts in a single collection. The appliance then composes a generic alert indicating that there is abnormal activity that needs attention.
Grooming: A user can dismiss (hide from view, but keep in the database) alerts, or delete alerts manually or automatically after a set number of days. However, the appliance automatically limits a device to storing 2000 alerts before the appliance begins deleting alerts from the database.

Getting started with server monitoring

Getting started with server monitoring

The appliance comes with monitoring available for a set number of servers. If a server is in inventory, you can enable monitoring for that device and have it start reporting alerts after the next inventory.

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