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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 Windows Feature Update status

View Windows Feature Update status

Windows Feature Update details include vendor information and deployment status.

1.
Go to the Windows Feature Update 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 Security, then click Windows Feature Updates.
c.
On the Windows Feature Updates panel, click Display available Windows Feature Updates in the Catalog section.
d.
Click a Windows Feature Update name.
The Windows Feature Update Detail page appears, displaying complete information about the selected Windows Feature Update.

Managing Dell devices and updates

Managing Dell devices and updates

Differences between patching and Dell Updates
Select Dell Update download settings
Configure Dell Update schedules
View Dell Update schedules
Review Dell Update schedule details
View available Dell Updates
View Dell Update status

You can use the appliance to manage device updates from Dell.

These updates include:

•
Software and firmware for servers
•
Software and firmware for client devices
•
Some Dell-supplied applications
* 
NOTE: Server and client devices refer to Dell server and client hardware, not to their server or client OS.

Any Dell devices that need to be updated must have the Dell Open Manage Inventory Agent installed, either the client or the server version, as applicable. This component is included in all Dell Updates by default and there is no need to add it manually. If the Dell Open Manage inventory client does not exist on a target device, it is installed during the first deployment process.

* 
NOTE: Dell hardware updates only work with the KACE Agent is 11.1 or higher. Older agent versions do not support this feature.

Run the Supported Dell Models report to see which Dell computers Dell Client Updates are supported for. See Running single-organization and consolidated reports.

Differences between patching and Dell Updates

Differences between patching and Dell Updates

The differences between patching and Dell Updates include differences in the subscription processes, in action names, and in location of management processes.

Differences between patching and Dell Updates are the following:

•
Any Dell devices that need to be updated must have the Dell Open Manage Inventory Agent installed, either the client or the server version, as applicable.
•
The Dell Update subscription process differs from the appliance patch subscription process. For instructions on subscribing to Dell Updates, see Select Dell Update download settings.
•
The names used for patching actions differ:

Action

Patching Term

Dell Updates Term

Term Used in:

Install the patch or update on the devices you manage.

Deployment

Update

Managing Dell devices and updates

•
You manage and run patching and Dell Updates from different places in the Administrator Console:

Action

Where to find it

Run Dell Updates

Security > Dell Updates

Manage Dell Updates

If the Organization component is not enabled on your appliance:

Administrator Console > Settings > Dell Update Download Settings

If the Organization component is enabled on your appliance:

System Administration Console > System > Settings > Dell Update Download Settings

Run Patching Schedules

Security > Schedules

Manage Patching

Security > Subscriptions

Select Dell Update download settings

Select Dell Update download settings

You must configure and schedule catalog updates before you create schedules to update devices.

Dell Update packages are provided in catalogs: one for servers and one for clients.

1.
Go to the Dell Update Download Settings page:
◦
If the Organization component is not enabled on the appliance, click Security, then click Dell Updates.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Dell Update Download Settings.
The current status of the Dell catalog is displayed.
3.
In the Configure File Downloads tab, select the following options.

Option

Description

Disabled

Prevents the downloading of Dell Update packages. This prevention includes the installers that are required to install the updates.

All files

Maintains a full cache of subscribed packages on your appliance. This option downloads all deployment packages, without checking to determine whether they are required for your environment.

Files detected as missing

Allows the appliance to determine which packages to download based on the results of Detect jobs. If a Dell Update detection signature has been detected as Not Installed on any managed device, the package is downloaded. If no managed devices are detected as Not Installed, no packages for this update are downloaded.

Delete unused files after __ days

Deletes Dell Update packages that have not been deployed in the specified number of days. Dell Updates that are marked as Inactive or Disabled are automatically deleted during the download process.

4.
In the Actions tab, select the following options.

Option

Description

Update

Description

Actions

For each type of updates (Signature or Update Files), provides a description and access to the available actions:

•
Check for Update: Click to download Dell Update signature files.
•
Delete: Click to immediately remove all Dell Updates from the appliance. This can be useful if you no longer need any update and you want to quickly reclaim the disk space that they used.
•
Run Now: Click to immediately download the Dell Updates to which you have subscribed, regardless of the subscription schedule.
5.
Select schedule options for Dell Update signatures in the Schedule section. File signatures include the security bulletins and other files that define Dell Updates downloaded from Quest.

Option

Description

Signature Download

Select None to prevent the downloading of Dell Update signatures.

Every day at the specified time

Select day to download Dell Update detection signatures every day, or select a day of the week to download once a week.

Select the time to start the download. Time is displayed in 24-hour clock format, where 0 is midnight, 1:00 a.m. is 1 and 11:00 p.m. is 23.

* 
NOTE: When setting up Dell Update downloads, timing is important. The appliance activity log is created at 1:30, and maintenance tasks occur between 01:00 and 01:30. Quest recommends that you schedule Dell Update downloads to occur after the log and maintenance tasks are complete, which is about 3:00.

On the nth of every month or on a specific month at HH:MM

Select the day of the month to download Dell Update detection signatures on a monthly basis.

6.
Set the schedule options for Dell Updates.

Option

Description

After signature download

Downloads packages after the signatures have been downloaded. This option is not available if the Disabled option is cleared in the Configure File Downloads section.

Every __ minutes

Specifies the frequency with which packages are downloaded. This option is available only if Files detected as missing in the Configure File Downloads section is selected.

Download Blackout: Start __ End __

Specifies a time period during which files cannot be downloaded. For example, use an early morning stop time to prevent the process from using a large amount of network bandwidth during regular working hours.

If you select this option, the appliance stops file downloads at the specified time. It does not start file downloads again until the next specified download time. When the download resumes, it starts up where it left off. Downloads that are incomplete might not appear on the Dell Update Catalog page.

7.
Click Save.
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