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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 Dell Update status

View Dell Update status

Dell Update details include vendor information and deployment status.

1.
Go to the Dell Update Catalog 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 Dell Updates.
c.
On the Dell Updates panel, click Show available updates in the Catalog section.
d.
Click the name of a Dell Update.
The Dell Update Detail page appears, displaying complete information about the selected update.

Managing Linux package upgrades

Managing Linux package upgrades

View Linux package upgrade schedules
Configure Linux package upgrade schedules
Review Linux package upgrade schedule details
Review Linux package upgrades

Linux package upgrades improve the overall performance of your managed Linux devices and protect them from potential vulnerabilities.

The appliance allows you to automate the process of installing and managing Linux package upgrades. It relies on individual Linux package repositories, and the assumption that your managed Linux devices point to the appropriate repository.

Also, the appliance only detects the packages that include security updates, that are identified as such in each Linux repository. It does not attempt to detect or upgrade all packages, or to upgrade the entire OS on managed devices to the latest version.

* 
NOTE: The Linux Raspbian does not make a distinction between regular and security updates. Detecting and upgrading packages for a managed Raspbian device results in all updated packages being installed on the device.
* 
NOTE: The term update in KACE Systems Management Appliance assumes the following: if there are new versions of the packages available in the distribution’s repositories, the appliance uses the standard system commands to ensure that the system installs the latest version possible. This is not in any way meant to be exactly the same way that the word update (or upgrade) is used in the underlying system commands.

View Linux package upgrade schedules

View Linux package upgrade schedules

You can view summary information for the Linux package upgrade schedules that exist on the appliance. If the Organization component is enabled on your appliance, you view these schedules for each organization separately.

1.
Go to the Windows Feature Update Schedules 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.
2.
On the Linux Package Upgrades panel, click Detect missing package upgrades in the Schedules section.
Columns available on the Linux Package Upgrade Schedules page are very similar to the ones on the Patch Schedules page. For more information about the fields on the Patch Schedules page, see View a list of patch schedules.
3.
(Optional) To change column visibility, select Column Visibility from the Table Options drop-down list above the table on the right.

Configure Linux package upgrade schedules

Configure Linux package upgrade schedules

You can create and configure Linux package upgrade schedules and set a time for them to run.

1.
Start the Linux package upgrade wizard:
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.
On the Linux Package Upgrade Schedules list page, do one of the following:
▪
To create a new Linux package upgrade schedule, click Choose Action > New.
▪
To edit an existing schedule, click the schedule name in the list, then on the Linux Package Upgrade Summary page that appears, click Edit.
The Schedule Detail page appears.
2.
In the Schedule Detail wizard, on the General Information page, configure general information about the schedule:

Option

Description

Name

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

Description

A brief description of the Linux package upgrade schedule.

3.
On the Action tab, complete the following steps:
a.
Under Action, select one of the following actions.

The results of the selected action depends on whether your managed Linux devices are associated with their applicable package repository. To select all applicable devices, ensure that each of your managed devices is using the appropriate package repository.

* 
NOTE: The appliance only scans for the packages that include security updates, that are identified such in each Linux repository, except Linux Raspbian. It does not attempt to detect or upgrade all packages, or to upgrade the entire OS on managed devices to the latest version. The Linux Raspbian repository, however, does not make a distinction between regular and security updates. Detecting and upgrading packages for managed Raspbian devices results in all updated packages being installed on those devices.

Action

Description

Detect All

Scans for all Linux package upgrades that include security updates.

Detect and Upgrade All

Scans for all Linux package upgrades that include security updates, downloads the applicable files, and deploys the upgrade to the selected devices.

b.
Under Detect All, select the amount of time for the detect action to complete.
c.
Detect and Upgrade All actions only. Under Upgrade All, select the amount of time for the upgrade action to complete.
4.
Click Next.
5.
On the Devices tab, specify the devices you want to associate with this schedule.
These options are identical to the ones appearing in patch scheduling actions. For instructions, see Configure patch schedules.

Action

Description

All Devices

To apply this schedule to all managed devices, select this option. Clear the check box to limit the patch action to specific labels or devices.

Device Labels

Restrict the action to the feature updates using the associated labels that you select. This is the most commonly used option.

1.
Click Manage Associated Labels.
2.
In the Select Labels dialog box that appears, drag one or more labels (as applicable) to the Limit Run to area, then click OK.

To use this option, you must already have Smart Labels for the feature updates. See Using Smart Labels for patching.

Devices

Run patch actions on the devices that you select. The list that appears shows only applicable Linux devices.

•
To search for devices, begin typing in the field.
•
To remove all specified devices and start again, click Remove All.
•
Scoped users can see only those devices that are associated with their role, when the role is assigned a label. For more information about user roles, see Add or edit User Roles.

Operating Systems

Select the operating systems of the devices that you want to upgrade. Only applicable Linux operating systems appear in the dialog box. The default is all operating systems. When this option is configured, the schedule only applies to devices with the selected operating systems.

1.
Click Manage Operating Systems.
2.
In the Operating Systems dialog box that appears, select the OS versions in the navigation tree, as applicable.

You have an option to select OS versions by their family, product, architecture, release ID, or build version. You can choose a specific build version, or a parent node, as needed. Selecting a parent node in the tree automatically selects the associated child nodes. This behavior allows you to select any future OS versions, as devices are added or upgraded in your managed environment. For example, to select all build current and future versions associated with the Linux Ubuntu x86_64 architecture, under Linux > Ubuntu, select x64.

6.
Click Next.
7.
In the Schedule tab, specify the applicable options for the schedule.
These options are identical to the ones appearing in patch scheduling actions. For instructions, see Configure patch schedules.

Action

Description

None

Run in combination with an event rather than on a specific date or at a specific time. This option is useful if you want to patch servers manually, or perform patch actions that you do not want to run on a schedule.

Every _ hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the nth day every month, (for example, the first or the second) day of every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled. Click a task to review the task details. For more information, see View task schedules.

Run on next connection if offline

Run the action the next time the managed device connects to the appliance, if the device is currently offline. This option is useful for the devices that are periodically offline. If this option is not selected, and the device is offline, the action does not run again until the next scheduled time.

8.
Click Save.
The Linux Upgrade Package Schedule Summary page appears, displaying the newly created or updated schedule. For more information about this page, see Review Linux package upgrade schedule details. If you added any devices that match the Smart Label criteria, they are automatically included in the upgrade schedule.
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