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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

About Ticket Rules

About Ticket Rules

If the standard email behavior does not meet your needs, you can use Ticket Rules to change the behavior.

For more information about Ticket Rules, see Using Ticket Rules.

Many of the more complex Ticket Rules, such as modifying the behavior of email notifications, are published on the Quest Support site, https://support.quest.com/contact-support.

About POP3 email accounts

About POP3 email accounts

You can configure the appliance to receive email from POP3 servers.

To do so, you need to:

•
Enable and configure an external SMTP server in the appliance network settings. See Use an external SMTP server or Secure SMTP server.
•
Optional. Configure Service Desk email preferences. See Configure email preferences.
•
Configure SMTP server and POP3 settings in Service Desk ticket queues. See Configure queue-specific email settings.

If you do not use a POP3 email server, you can use the KACE SMA's built-in SMTP server to accept incoming email messages from your internal email server.

Important:
 
IMPORTANT: The appliance POP3 email server must pass authentication information and the email text itself as clear text.

Create and configure POP3 email accounts

Create and configure POP3 email accounts

You can create and configure POP3 email accounts for use by the Service Desk users and staff.

The two accounts are:

•
Support@mydomain.com. This email address is used to:
◦
Receive all new tickets when they are created.
◦
Allow users and Service Desk staff to automatically create and modify tickets.
◦
Serve as the email address to which your users can reply.

The email delivered to this address is not read, but Service Desk staff is notified of the ticket changes resulting from the email.

•
DefaultTicketOwners@mydomain.com. This email alias is used to:
◦
Allow Service Desk staff to communicate with each other.
◦
Allow the appliance to send automated email notification about new and open tickets.
1.
Create Support@mydomain.com as a valid email address on your POP3 email server.
2.
Configure DefaultTicketOwners@mydomain.com as the Service Desk staff email alias, and add all of your Service Desk staff email addresses to it. This is the general-purpose email alias that your Service Desk staff uses to communicate with each other.
3.
If you want to use an external SMTP server used by the appliance, configure it on the Network Settings page in the System Administration Console. See Change appliance network settings.
Tip:
 
TIP: If you want to use POP3 for Service Desk ticket emails, you can configure the POP3 settings on the queue level.
4.
Optional. Configure Service Desk email preferences. See Configure email preferences.
5.
If you want to use different SMTP or POP3 settings for each queue, you can specify them on the queue level. See Configure queue-specific email settings.

Configure email preferences

Configure email preferences

You can create and configure preferences for the email sent to and from the Service Desk users and staff.

By default, the Service Desk is configured to use an internal SMTP server for sending ticket-related emails. You have an option to use an external SMTP server, however, you must configure it in the appliance network settings. For more information, see Change appliance network settings.

1.
Go to the Service Desk Email Preferences 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 Service Desk, then click Configuration.
c.
On the Configuration panel, in the Email Configuration section, click Configure Email Preferences.
2.
On the Service Desk Email Preferences page that appears, in the Outbound Email tab, select the Include "Reply above this line" text on outbound email communications check box.
It is recommended to use this feature to prevent the entire email chain from being added to each comment.
3.
Specify the text that you want to detect in the email subject. When the Service Desk receives a ticket-related email with the specified subject, it will stop processing that email.
a.
In the Inbound Email tab, in the Ignore emails with following text in the subject field, type the words that you want to detect. You can specify multiple entries, using a semi-colon as a separator. For example: Out of Office;Mail Delivery Failure.
4.
Configure the thresholds for all inbound email notifications during a specific period. When these levels are reached, the Service Desk will stop sending email notifications.
* 
NOTE: When the overall threshold is reached, notifications will pause for all tickets. If a per-ticket threshold is reached, notifications will be paused only for the affected ticket. When the number of email updates in the given period becomes lower than the configured threshold, the notifications will resume.

Option

Description

Total Emails per Ticket

The maximum number of all emails the Service Desk receives and responds with email notifications. The default value is 100 emails.

Received within the interval of x minutes

The time interval in minutes during which the specified number of emails are received. The default value is one minute.

To disable this restriction, you can set to a high number such as 99999.

5.
Configure the thresholds for inbound email notifications per ticket, during a specific period. When these levels are reached, the Service Desk will stop sending email notifications.

Option

Description

Total Emails per Ticket

The maximum number of all emails the Service Desk receives for each ticket, and responds with email notifications. The default value is 5 emails per ticket.

Received within the interval of x minutes

Specify the time interval in minutes during which the specified number of emails for each ticket are received. The default value is one minute. To disable this restriction, set this option to a high number such as 99999.

6.
Click Save.

Next, you can configure POP3 email accounts for specific Service Desk queues. For more information, see Configure queue-specific email settings.

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