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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

Export credentials information

Export credentials information

You can export the list of credentials, or selected credentials, that appear on the Credentials Management page.

Credentials have been added to the appliance, and they appear on the Credentials Management page.

You can export information about the credentials, such as the name, type, the date the credential was last modified, and usage information. Authentication details, such as the password or Client Secret, cannot be exported.

* 
NOTE: If the Organization component is enabled on your appliance, you export credential information for each organization separately.
1.
Go to the Credentials Management 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 Settings, then click Credentials.
2.
Select Choose Action > Export, then select whether to export all credentials or only the selected credentials, and select the format for the exported information.
3.
Open or save the exported file.

Delete credentials

Delete credentials

You can delete credentials provided that they are not being used in any components, such as Inventory, Distribution, or Scripting.

•
Credentials have been removed from any components that are using them. See View credential usage.
•
You have administrator privileges in the Administrator Console
1.
Go to the Credentials Management 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 Settings, then click Credentials.
2.
Select the check box next to the credentials you want to delete.
* 
NOTE: If any of the selected credentials are in use, an error message appears. You cannot delete groups of credentials if any of the selected credentials are in use.
3.
Select Choose Action > Delete, then click Yes to confirm.

Configuring assets

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

You can configure assets and Asset Types as needed.

About the Asset Management component

About the Asset Management component

The Asset Management component includes assets and Asset Types (templates). It enables you to manage assets added automatically through inventory and assets you add manually.

Default Asset Types include: Device, Cost Center, Department, License, Location, Software, and Vendor. You can create custom Asset Types as needed. See Customizing Asset Types.

Using the Asset Management component you can:

•
Manage items throughout their lifecycle. Track software and other items from procurement to deployment, usage, and end of life. Or, track peripherals such as printers, network devices, and phones. See Identifying the assets to track.
•
Manage software License Compliance. Track the licenses you own, as well as the number of copies of applications installed on devices. Options for managing License Compliance differ for items in the Software Catalog inventory and the Software page inventory. See Setting up License Compliance.
•
Track data. Track purchase orders (POs) by entering each PO as an asset and linking it to the items purchased, received, and distributed. See Add License assets for Software page inventory.
•
Track physical assets. Track physical assets, such as device hardware and software, as well as other physical assets, such as office furniture. You can track the use of these items as well as the status of their warranties. See Managing physical and logical assets.
•
Track logical assets. Track logical assets, such as geographic locations, cost centers, departments, vendors, and so on. Logical assets are normally used as the basis for reporting. For example, logical assets answer questions such as “how many devices does this department have?” and “when do the licenses we bought from a software vendor expire?” See Managing physical and logical assets.
•
Create and track relationships between assets. Create peer-to-peer and parent-child relationships between assets. These relationships enable you to track assets by PO (purchase order), location, department, project, and other criteria. See Establishing relationships between asset fields.
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