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KACE Systems Management Appliance 14.1 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 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 About Remote Control 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

Enable the Deploy Remote Control Agent option

Install Remote Control Applications

Apply Smart Label to Devices
Apply the Remote Control Label to Devices
Enable Remote Control Feature for an Existing Label
Enable Remote Control Feature for an Existing Label Group
Enable the Deploy Remote Control Agent option
Download from the Control Panel page
Download from the pop-up window after you initiate a remote control session

You must install the Remote Control Agent application on the agent-managed devices (Windows/Mac) and the Splashtop for RMM application on the controlling device. This topic describes the different methods of installing the applications.

Install Remote Control Agent

The following are the different ways to install Remote Control Agent on the agent-managed devices (Windows/Mac) :

•
Apply Smart Label
•
Apply the Remote Control Label to Devices
•
Enable Remote Control feature for an Existing label
•
Enable Remote Control Feature for an Existing Label Group
•
Enable the Deploy Remote Control Agent option

Install Splashtop for RMM

The following are the different ways to install the Splashtop for RMM application on the controlling device:

•
Download from the Control Panel page
•
Download from the pop-up window after you initiate a remote control session
Apply Smart Label to Devices

You can create a Smart Label with the Remote Control feature enabled. Once a smart label gets applied to a device, the required remote control applications get installed automatically on device.

To apply a smart label to a device,

1.
Create a Smart Label with enabled remote control feature. Refer Add Smart Labels
The Smart Label gets applied automatically to the devices that fulfill the conditions added to the label at inventory interval. The Remote Control Agent application required for remote control gets installed on the devices automatically.
Apply the Remote Control Label to Devices

You can find the Remote Control label in the list of manual labels created for the appliance. You need to apply this label to the desired device or devices. This manual label initiates the installation of remote control application on the devices to which the label is applied.

To apply the Remote Control label,

1.
Go to Inventory > Devices to display the Devices page.
2.
On the Devices page, select the device or devices to which you want to apply the Remote Control label.
3.
Click Choose Actions > Apply Labels. The Apply Labels pop-up window displays.
4.
Drag and drop the RemoteControl label to the Apply these label pane, and then click Apply Labels.
The label gets applied to the device or devices. The remote control icon , after next inventory cycle or force inventory, appears near the device name. You can click this icon to start remote control session.
Enable Remote Control Feature for an Existing Label

You can enable the Remote Control feature manually for an existing label from the Label Details page. This feature gets enabled on devices that have the label assigned.

To enable the Remote Control feature for a label,

1.
Go to the Label Detail page:
a.
On the Label Management panel, click View and edit master list of labels under the Labels section to display the Labels page.
b.
Click the label name to display the Label Detail page.
2.
Select the Remote Control option, in the Restrict Labels Usage to section, and save it.

The remote control feature is enabled and gets applied to the devices that have the label assigned.

Enable Remote Control Feature for an Existing Label Group

You can enable the Remote Control feature manually for an existing label group from the Label Details page. This feature gets enabled on the devices that have the sub-label assigned where the sub-label inherits the permission of Remote Control set on its group label.

1.
Go to the Label Detail page:
a.
On the Label Management page, click View and edit master list of labels under the Labels section to display the Labels page.
b.
Click the label group name to display the Label Detail page.
2.
Select the Remote Control option, in the Restrict Labels Usage to section, and save it.

The remote control feature is enabled through permission set at group label which is inherited to the sub-label applied to the devices.

Enable the Deploy Remote Control Agent option

You can deploy the Remote Control Agent application when you enable the Deploy Remote Control Agent to all devices option. Once enabled, the Remote Control Agent application is installed on all agent-managed Windows and macOS devices.

* 
NOTE: To deploy the Remote Control Agent to all agent-managed Windows and macOS devices, the number of Managed Computers license should be equal to the number of Remote Control computers.

To enable the option,

1.
On the left navigation bar, in the Settings section, click Control Panel.
2.
On the Control Panel page, in the Remote Control Settings section, select Configure Remote Control Agent Settings, to open the Remote Control Settings page.
3.
Go to the Deploy Remote Control Agent section, and select the Deploy Remote Control Agent to all devices check box, and then save it.
This installs the Remote Control Agent application to all the agent-managed Windows and Mac devices associated with the SMA.
Download from the Control Panel page

You can install the Splashtop for RMM application on the controlling device by downloading it from the Control Panel page.

When you click the desired OS name, the installer files get downloaded. You must install the application before initiating a remote control session.

To download the Splashtop for RMM application,

1.
On the left navigation bar, in the Settings section, click Control Panel.
2.
On the Control Panel page, in the Remote Control Settings section, select the desired OS name Windows or Mac to download the installer file.
The installer file gets downloaded on your device.
3.
Install the application to run the remote control session smoothly.
Download from the pop-up window after you initiate a remote control session

You must have the Splashtop for RMM application on the controlling device before you initiate the remote control session. When you initiate the session for the first time, a window pops up that has the installers for the application.

To download the installers,

1.
Go to Inventory > Devices to display the Devices page.
2.
On the Devices page, click the remote control icon near the device name you want to connect with.
A pop-up window displays that has links to download the installer files.

Or

On the Devices page, click the device name to open the Device Details page. On the Device Details page, click the Remote Control button.

A pop-up window displays that has links to download the installer files.

3.
If the Splashtop for RMM application is not installed, click the desired OS installer link to download the installer. The installer file gets downloaded on your device.
4.
Run the installer to install the application. Once you install the Splashtop for RMM application, you can initiate the remote control session.

Download from the Control Panel page

Install Remote Control Applications

Apply Smart Label to Devices
Apply the Remote Control Label to Devices
Enable Remote Control Feature for an Existing Label
Enable Remote Control Feature for an Existing Label Group
Enable the Deploy Remote Control Agent option
Download from the Control Panel page
Download from the pop-up window after you initiate a remote control session

You must install the Remote Control Agent application on the agent-managed devices (Windows/Mac) and the Splashtop for RMM application on the controlling device. This topic describes the different methods of installing the applications.

Install Remote Control Agent

The following are the different ways to install Remote Control Agent on the agent-managed devices (Windows/Mac) :

•
Apply Smart Label
•
Apply the Remote Control Label to Devices
•
Enable Remote Control feature for an Existing label
•
Enable Remote Control Feature for an Existing Label Group
•
Enable the Deploy Remote Control Agent option

Install Splashtop for RMM

The following are the different ways to install the Splashtop for RMM application on the controlling device:

•
Download from the Control Panel page
•
Download from the pop-up window after you initiate a remote control session
Apply Smart Label to Devices

You can create a Smart Label with the Remote Control feature enabled. Once a smart label gets applied to a device, the required remote control applications get installed automatically on device.

To apply a smart label to a device,

1.
Create a Smart Label with enabled remote control feature. Refer Add Smart Labels
The Smart Label gets applied automatically to the devices that fulfill the conditions added to the label at inventory interval. The Remote Control Agent application required for remote control gets installed on the devices automatically.
Apply the Remote Control Label to Devices

You can find the Remote Control label in the list of manual labels created for the appliance. You need to apply this label to the desired device or devices. This manual label initiates the installation of remote control application on the devices to which the label is applied.

To apply the Remote Control label,

1.
Go to Inventory > Devices to display the Devices page.
2.
On the Devices page, select the device or devices to which you want to apply the Remote Control label.
3.
Click Choose Actions > Apply Labels. The Apply Labels pop-up window displays.
4.
Drag and drop the RemoteControl label to the Apply these label pane, and then click Apply Labels.
The label gets applied to the device or devices. The remote control icon , after next inventory cycle or force inventory, appears near the device name. You can click this icon to start remote control session.
Enable Remote Control Feature for an Existing Label

You can enable the Remote Control feature manually for an existing label from the Label Details page. This feature gets enabled on devices that have the label assigned.

To enable the Remote Control feature for a label,

1.
Go to the Label Detail page:
a.
On the Label Management panel, click View and edit master list of labels under the Labels section to display the Labels page.
b.
Click the label name to display the Label Detail page.
2.
Select the Remote Control option, in the Restrict Labels Usage to section, and save it.

The remote control feature is enabled and gets applied to the devices that have the label assigned.

Enable Remote Control Feature for an Existing Label Group

You can enable the Remote Control feature manually for an existing label group from the Label Details page. This feature gets enabled on the devices that have the sub-label assigned where the sub-label inherits the permission of Remote Control set on its group label.

1.
Go to the Label Detail page:
a.
On the Label Management page, click View and edit master list of labels under the Labels section to display the Labels page.
b.
Click the label group name to display the Label Detail page.
2.
Select the Remote Control option, in the Restrict Labels Usage to section, and save it.

The remote control feature is enabled through permission set at group label which is inherited to the sub-label applied to the devices.

Enable the Deploy Remote Control Agent option

You can deploy the Remote Control Agent application when you enable the Deploy Remote Control Agent to all devices option. Once enabled, the Remote Control Agent application is installed on all agent-managed Windows and macOS devices.

* 
NOTE: To deploy the Remote Control Agent to all agent-managed Windows and macOS devices, the number of Managed Computers license should be equal to the number of Remote Control computers.

To enable the option,

1.
On the left navigation bar, in the Settings section, click Control Panel.
2.
On the Control Panel page, in the Remote Control Settings section, select Configure Remote Control Agent Settings, to open the Remote Control Settings page.
3.
Go to the Deploy Remote Control Agent section, and select the Deploy Remote Control Agent to all devices check box, and then save it.
This installs the Remote Control Agent application to all the agent-managed Windows and Mac devices associated with the SMA.
Download from the Control Panel page

You can install the Splashtop for RMM application on the controlling device by downloading it from the Control Panel page.

When you click the desired OS name, the installer files get downloaded. You must install the application before initiating a remote control session.

To download the Splashtop for RMM application,

1.
On the left navigation bar, in the Settings section, click Control Panel.
2.
On the Control Panel page, in the Remote Control Settings section, select the desired OS name Windows or Mac to download the installer file.
The installer file gets downloaded on your device.
3.
Install the application to run the remote control session smoothly.
Download from the pop-up window after you initiate a remote control session

You must have the Splashtop for RMM application on the controlling device before you initiate the remote control session. When you initiate the session for the first time, a window pops up that has the installers for the application.

To download the installers,

1.
Go to Inventory > Devices to display the Devices page.
2.
On the Devices page, click the remote control icon near the device name you want to connect with.
A pop-up window displays that has links to download the installer files.

Or

On the Devices page, click the device name to open the Device Details page. On the Device Details page, click the Remote Control button.

A pop-up window displays that has links to download the installer files.

3.
If the Splashtop for RMM application is not installed, click the desired OS installer link to download the installer. The installer file gets downloaded on your device.
4.
Run the installer to install the application. Once you install the Splashtop for RMM application, you can initiate the remote control session.

Download from the pop-up window after you initiate a remote control session

Install Remote Control Applications

Apply Smart Label to Devices
Apply the Remote Control Label to Devices
Enable Remote Control Feature for an Existing Label
Enable Remote Control Feature for an Existing Label Group
Enable the Deploy Remote Control Agent option
Download from the Control Panel page
Download from the pop-up window after you initiate a remote control session

You must install the Remote Control Agent application on the agent-managed devices (Windows/Mac) and the Splashtop for RMM application on the controlling device. This topic describes the different methods of installing the applications.

Install Remote Control Agent

The following are the different ways to install Remote Control Agent on the agent-managed devices (Windows/Mac) :

•
Apply Smart Label
•
Apply the Remote Control Label to Devices
•
Enable Remote Control feature for an Existing label
•
Enable Remote Control Feature for an Existing Label Group
•
Enable the Deploy Remote Control Agent option

Install Splashtop for RMM

The following are the different ways to install the Splashtop for RMM application on the controlling device:

•
Download from the Control Panel page
•
Download from the pop-up window after you initiate a remote control session
Apply Smart Label to Devices

You can create a Smart Label with the Remote Control feature enabled. Once a smart label gets applied to a device, the required remote control applications get installed automatically on device.

To apply a smart label to a device,

1.
Create a Smart Label with enabled remote control feature. Refer Add Smart Labels
The Smart Label gets applied automatically to the devices that fulfill the conditions added to the label at inventory interval. The Remote Control Agent application required for remote control gets installed on the devices automatically.
Apply the Remote Control Label to Devices

You can find the Remote Control label in the list of manual labels created for the appliance. You need to apply this label to the desired device or devices. This manual label initiates the installation of remote control application on the devices to which the label is applied.

To apply the Remote Control label,

1.
Go to Inventory > Devices to display the Devices page.
2.
On the Devices page, select the device or devices to which you want to apply the Remote Control label.
3.
Click Choose Actions > Apply Labels. The Apply Labels pop-up window displays.
4.
Drag and drop the RemoteControl label to the Apply these label pane, and then click Apply Labels.
The label gets applied to the device or devices. The remote control icon , after next inventory cycle or force inventory, appears near the device name. You can click this icon to start remote control session.
Enable Remote Control Feature for an Existing Label

You can enable the Remote Control feature manually for an existing label from the Label Details page. This feature gets enabled on devices that have the label assigned.

To enable the Remote Control feature for a label,

1.
Go to the Label Detail page:
a.
On the Label Management panel, click View and edit master list of labels under the Labels section to display the Labels page.
b.
Click the label name to display the Label Detail page.
2.
Select the Remote Control option, in the Restrict Labels Usage to section, and save it.

The remote control feature is enabled and gets applied to the devices that have the label assigned.

Enable Remote Control Feature for an Existing Label Group

You can enable the Remote Control feature manually for an existing label group from the Label Details page. This feature gets enabled on the devices that have the sub-label assigned where the sub-label inherits the permission of Remote Control set on its group label.

1.
Go to the Label Detail page:
a.
On the Label Management page, click View and edit master list of labels under the Labels section to display the Labels page.
b.
Click the label group name to display the Label Detail page.
2.
Select the Remote Control option, in the Restrict Labels Usage to section, and save it.

The remote control feature is enabled through permission set at group label which is inherited to the sub-label applied to the devices.

Enable the Deploy Remote Control Agent option

You can deploy the Remote Control Agent application when you enable the Deploy Remote Control Agent to all devices option. Once enabled, the Remote Control Agent application is installed on all agent-managed Windows and macOS devices.

* 
NOTE: To deploy the Remote Control Agent to all agent-managed Windows and macOS devices, the number of Managed Computers license should be equal to the number of Remote Control computers.

To enable the option,

1.
On the left navigation bar, in the Settings section, click Control Panel.
2.
On the Control Panel page, in the Remote Control Settings section, select Configure Remote Control Agent Settings, to open the Remote Control Settings page.
3.
Go to the Deploy Remote Control Agent section, and select the Deploy Remote Control Agent to all devices check box, and then save it.
This installs the Remote Control Agent application to all the agent-managed Windows and Mac devices associated with the SMA.
Download from the Control Panel page

You can install the Splashtop for RMM application on the controlling device by downloading it from the Control Panel page.

When you click the desired OS name, the installer files get downloaded. You must install the application before initiating a remote control session.

To download the Splashtop for RMM application,

1.
On the left navigation bar, in the Settings section, click Control Panel.
2.
On the Control Panel page, in the Remote Control Settings section, select the desired OS name Windows or Mac to download the installer file.
The installer file gets downloaded on your device.
3.
Install the application to run the remote control session smoothly.
Download from the pop-up window after you initiate a remote control session

You must have the Splashtop for RMM application on the controlling device before you initiate the remote control session. When you initiate the session for the first time, a window pops up that has the installers for the application.

To download the installers,

1.
Go to Inventory > Devices to display the Devices page.
2.
On the Devices page, click the remote control icon near the device name you want to connect with.
A pop-up window displays that has links to download the installer files.

Or

On the Devices page, click the device name to open the Device Details page. On the Device Details page, click the Remote Control button.

A pop-up window displays that has links to download the installer files.

3.
If the Splashtop for RMM application is not installed, click the desired OS installer link to download the installer. The installer file gets downloaded on your device.
4.
Run the installer to install the application. Once you install the Splashtop for RMM application, you can initiate the remote control session.

Configure Remote Control Settings

Configure Remote Control Settings

The settings applied on this page are the default settings for remote control sessions on macOS and Windows devices. You can customize the settings on this page.

You can configure remote control settings for agent-managed devices. The settings will be updated when the remote control session is initiated.

To configure the remote control settings,

1.
On the left navigation bar, in the Settings section, click Control Panel.
2.
On the Control Panel page, in the Remote Control Settings section, select Configure Remote Control Agent Settings, then provide the following information:

Section

Option

Description

Remote Session Settings

Security Options

Choose one of the options from the list to set the default security option for a remote control session.

Audio Routing Options

Choose the option to configure the Remote Control Agent application's audio.

Permissions Option

Select this option if a device user should allow it before a remote access session starts.

Resolution Options

Set the default resolution of the Splashtop for RMM application.

Connection Status Timeout

Specifies the maximum duration to keep a device in connected status. Once the limit is reached, the connection status icon resets back to ready to connect. The time must be a whole number between 1 and 72. After this duration, the system will update session status from active to timed out to display icon. It will not terminate any active remote control session.

Deploy Remote Control Agent

Deploy Remote Control Agent to all devices

Select this option to install the Remote Control Agent to all devices.

* 
NOTE: To deploy the Remote Control agent to all devices, the number of Managed Computers license should be equal to the number of Remote Control computers. To check the license numbers, click the icon on upper right corner and then icon.

Remote Control Agent Settings

Hide tray icon from Taskbar

Select this option to hide the icon from the taskbar.

Auto Launch

Select this option to launch the Remote Control agent automatically.

3.
Click Save.
* 
NOTE: You can modify the settings anytime before starting a remote control session. The changes gets applied when a remote control session is initiated.
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