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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

Using Ticket Rules

Using Ticket Rules

Using and configuring system Ticket Rules
Understanding and customizing system Ticket Rules
Create custom Ticket Rules
Duplicate a custom Ticket Rule
Delete a custom Ticket Rule
Move a Ticket Rule from one queue to another

Ticket Rules enable you to run queries on Service Desk tickets and perform actions on the list of tickets returned.

For example, you could use a Ticket Rule to automatically change the status of a ticket from Closed to Reopened if someone other than the owner responds to the ticket. There are four default Ticket Rules, and you can add as many custom Ticket Rules as needed.

Using and configuring system Ticket Rules

Using and configuring system Ticket Rules

You can use and configure system Ticket Rules to meet the needs of your Service Desk environment.

Options include:

•
Enable the default Ticket Rule and use the default settings
•
Create custom Ticket Rules
•
Duplicate custom Ticket Rules
•
Delete custom Ticket Rules
•
Move Ticket Rules from one queue to another

Understanding and customizing system Ticket Rules

Understanding and customizing system Ticket Rules

System Ticket Rules automatically change the status of Service Desk tickets, or send email notifications, when specified conditions are met.

The following table shows the names, behaviors, and usage of system Ticket Rules:

Ticket Rule

Default behavior

Can be copied and used to...

WaitingOverdue

Moves tickets that have been dormant for 7 days to an Overdue status.

Change a ticket status after waiting for a configurable time period. You can also send an email message when the status change happens.

OverdueClose

Closes tickets that have been Overdue with no action for 7 days.

Change a ticket status after waiting for a configurable time period. You can also send an email message when the status change happens.

EmailOnClose

Sends an email message to the ticket submitters when their ticket is closed. Closed tickets require a response only if the ticket is being reopened.

Send an email message when a ticket is closed.

CustomerResponded

Moves ticket to a Responded status when a user responds to a ticket that has been waiting for customer action.

Change an open ticket’s status and send an email message if it is updated.

ReopenTicket

Reopens a closed ticket if someone other than the owner responds to it.

If a closed ticket is reopened, this Ticket Rule can change the ticket’s status and send an email message.

Create custom Ticket Rules

Create custom Ticket Rules

You can create custom Ticket Rules for Service Desk tickets as needed.

1.
Go to the Service Desk Queue Detail 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 Service Desk Configuration panel, in the Rules section, click Create and manage custom ticket rules link.
d.
Select the queue name.
2.
Select Choose Action > New (Wizard) to display the Define Ticket Rule panel.
3.
Enter the criteria required to choose the tickets for the custom Ticket Rules. For example:
Priority | = | Medium
4.
Click Test to display tickets that match the criteria.
5.
Click Next.
6.
Select the values you want to change to. For example:
Priority | change value to | High
7.
Click Done to display the Ticket Rule Detail page.
8.
Provide the following information:
Important:
 
IMPORTANT: Do not edit SQL queries without understanding the consequences. Incorrect SQL statements might reduce appliance performance.

Option

Description

Name

The name of the Ticket Rule.

Order

A number specifying the evaluation order level. The Ticket Rule runs according to the evaluation order specified. Lower numbers run before higher numbers.

Queue

(Read only) The name of the queue to which the ticket belongs.

Description

Any additional information you want to provide.

Enabled

The Ticket Rule is available. The Ticket Rule runs only if it is enabled.

Select SQL

Modify the SQL query as needed. The query is generated by the Ticket Rule wizard based on the criteria specified on the Ticket Rule page. The query returns a set of ticket IDs that the Update Query operates on.

The Select Query runs according to the specified frequency.

To view results of the query, click View Ticket Search Results.

Important:
 
IMPORTANT: Do not edit SQL queries without understanding the consequences. Incorrect SQL statements might reduce appliance performance.

Email results

Send the results of the Select Query to the specified email addresses. All columns returned by the Select Query are included in the email.

Enter the email addresses in the Email field; use commas to separate addresses.

Append comment to ticket

Add a comment to each ticket returned by the Select Query. This action is useful in case the Update Query specified later updates a ticket without logging that information. For example, add a message such as Ticket Rule: Increase Priority to High triggered. Having this message gives you an indication of which tickets have changed.

Enter any comments in the Comment field.

Email each recipient in query results

Send text to the email addresses returned by the Select Query. An email is sent to each email address returned by the Select Query in the Email column.

Variables are evaluated in the subject line or body of the email. Strings such as $title and $due_date are replaced by the values in the TITLE and DUE_DATE columns respectively. Any column returned by the Select Query can be replaced in that way.

The SQL generated by the Ticket Rule wizard supplies OWNER_, SUBMITTER_, and CC_LIST as possible values.

Enter the subject in the Subject field.

Enter the email column name in the Email field, for example, OWNER_. Email is sent to each email address returned by the Select Query in this Email column.

Enter an email message in the Email Body field.

Run update query

Run a second database query using the results from Update Query field as input.

Use this field to run an additional SQL UPDATE statement using the comma-separated list of tickets returned by the Select Query as input. For example, “update HD_TICKET set TITLE = 'changed' where HD_TICKET.ID in (<TICKET_IDS>)” turns into “update HD_TICKET set TITLE = 'changed' where HD_TICKET.ID in (1,2,3)”

Modify the SQL query as needed. The query is generated by the Ticket Rule wizard based on the criteria specified on the Ticket Rule page. This query operates on the tickets selected by the Select Query.

The Update Query runs according to the specified frequency.

Important:
 
IMPORTANT: Do not edit SQL queries without understanding the consequences. Incorrect SQL statements might reduce appliance performance.

Recalculate Due Dates

Select this option only if your update query involves updating the priority of existing tickets. Selecting this option recalculates the due dates based on the new priority being set by the ticket rule.

* 
NOTE: If any of the tickets contain a manually overridden due date, it will not be overridden by ticket rules.

Last Run Log

The last query results, including any failures or errors. These results are updated each time the Ticket Rule runs.

Frequency

The interval at which the Ticket Rule runs.

* 
NOTE: Ticket Rules that run on Ticket Save should be designed to operate on a single ticket and trigger a single event. Ticket Rules that run on a schedule can run against multiple tickets and trigger multiple events.

Next Run

The date and time the Ticket Rule is scheduled to run again.

9.
Click Run Now to immediately run the Ticket Rule.
10.
Click Save.
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