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KACE Systems Management Appliance 15.0 - KACE Service Desk Administration 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 settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Enable API Access for the appliance Disable API Access for the appliance 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 Work with 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

Adding Widget to Service Desk Dashboard

Adding Widget to Service Desk Dashboard

You can add widgets to the Dashboard.

There is a list of widgets in the panel. You can enter a keyword in the Search text box to refine the list, then click on your selection.

To add widgets to the dashboard,

1.
Click the icon to open the Add Widget panel.
2.
Search for the desired widget in the following ways:
◦
In the Sort By drop-down, select the widget by title or newest.
◦
In the Search field, enter a keyword to refine the list.
The refined result displays.
3.
Click the desired widget.
The widget gets added to the dashboard.

Emailing a Service Desk Dashboard

Emailing a Service Desk Dashboard

You can share a dashboard snapshot through email, send it to multiple users, and configure the frequency of email.

To email a dashboard,

1.
Click the icon to open the dashboard settings panel.
2.
Click the Email Dashboard option to open the Email Dashboard panel.
3.
Select appropriate option from the given options:
a.
Send Now: You can send an email immediately.
b.
Schedule: You can set the frequency of sending a snapshot of dashboard through email.

The detailed steps for each option are given below:

Send email now

To send email immediately,

1.
Click Send Now to open the Email Dashboard dialog.
2.
Enter details in the Email Address, Subject, and Message fields.
3.
Choose the layout in which you want the widgets to appear.
4.
Click Send.

The dashboard is sent through email.

Schedule

To set the frequency of sending a snapshot of dashboard through email,

1.
Click Schedule to open the Schedule dialog.
2.
Enter details in the Subject and Message fields.
3.
Choose the layout in which you want the widgets to appear.
4.
To add recipients, select the names from the Select user to add drop down list.
* 
NOTE: You can add multiple recipients from the list.
5.
Select the frequency from the drop down list.
6.
In the Next Run field that appears after you select the Frequency, set the date, month, and time for the next email delivery.
7.
Click Save. The dashboard is sent through email according to the set schedule.

Refreshing Service Desk Dashboard Data Manually

Refreshing Service Desk Dashboard Data Manually

To update the widgets,

1.
Click the icon to open the dashboard settings panel.
2.
Click Force Refresh to open the Confirm dialog box.
3.
Click Yes to confirm refresh all widget data on the dashboard.

Managing Service Desk tickets, processes, and reports

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

You manage Service Desk tickets, processes, and reports using the Administrator Console. Tickets can also be managed using the User Console and through email.

Before you can manage tickets, you must configure the Service Desk. See Setting up Service Desk.

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