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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

K

KACE GO
KACE GO is an app that enables administrators to access Service Desk tickets, inventory information, monitoring alerts, and application deployment features from their smart phones or tablets. The app also allows non-admin users to submit Service Desk tickets, view the status of submitted tickets, and read Knowledge Base articles from their mobile devices. You can download KACE GO from the Apple App Store for iOS devices, or from the Google Play Store for Android devices. See Configuring Mobile Device Access.
KACE SDA series appliances
The K2000 series includes system deployment appliances designed to fully automate the deployment of operating systems (OS). For more information about the KACE SDA series, go to the Quest website, https://quest.com/products/kace-systems-deployment-appliance/.
appliance series appliances
The appliance series includes system management appliances designed to fully automate system management tasks such as system management, application deployment, and asset management. For more information about the appliance series, go to the Quest website, https://quest.com/products/kace-systems-management-appliance/.
Knowledge Base
Quest has a Knowledge Base of articles about the appliance, which you can access at https://support.quest.com/kace-systems-management-appliance/kb. The Knowledge Base is continually updated with solutions to real-world issues that administrators encounter.
Konductor
Konductor is an internal appliance component that regulates communications between the appliance and managed devices to keep the system running smoothly. The number of tasks Konductor is running appears on the Tasks in Progress widget. In addition, task throughput information appears in the General Settings (on appliances with the Organization component enabled) or in the Agent Settings (on appliances without the Organization component enabled).

See:

•
About Dashboard widgets
•
Configuring System-level and Admin-level General Settings
KScripts
See Offline KScripts , and Online KScripts .

L

labels
Labels are containers that organize and categorize items, such as devices, so that you can manage them as a group. For example, you can use labels to identify devices that have the same operating system or that are in the same geographic location. You can then initiate actions, such as distributing software or deploying patches, on all of the devices that in that label. Labels can either be manually assigned to specific items or automatically assigned to items when they are associated with criteria, such as SQL or LDAP queries. See Setting up and using labels to manage groups of items.
label groups
Label groups enable you to organize labels so you can manage them as a group. Label groups share their types with the labels they contain. Not only can a label group include multiple labels, but a label can be associated with more than one label group. See Add, view, or edit label groups.
LDAP Browser
The LDAP Browser is a wizard that enables you to browse and search data located on an LDAP server, such as an Active Directory server. See Use the LDAP Browser.
LDAP Labels
LDAP labels are labels that interact with the Active Directory or LDAP (Lightweight Directory Access Protocol) server. You can use LDAP Labels to automatically label device records and user records based on LDAP or Active Directory queries or search filters. LDAP Labels are applied to devices that match the search criteria. See Managing LDAP Labels.
linking
See appliance linking .
Localization component
A appliance component that enables you to choose the language to use for the Command Line Console, Administrator Console, and User Console. See Configuring locale settings.
Locally Cataloged applications
Applications that are not in the official version of the Software Catalog, but that have been added to the local version on the appliance, are referred to as Locally Cataloged applications. Locally Cataloged applications can be metered, marked as Not Allowed, and associated with License assets. See About Locally Cataloged applications.
Log Enablement Package
Log Enablement Packages (LEPs) enable performance threshold monitoring and monitoring for applications such as Exchange, Internet Information Services (IIS), and so on, for servers. In the Log Enablement Packages list page, Quest publishes a base set of Windows Reliability and Performance Monitor (PerfMon) templates and non-Windows open-source Perl scripts, so that users can extend their monitoring capability and identify system and application performance issues. Monitoring on the appliance works without these additional templates and scripts, but the profiles that are created from the templates and scripts are helpful if users want to do performance threshold monitoring. See Configuring application and threshold monitoring with Log Enablement Packages.
logs

See Search the scripting logs.

M

machines
See devices .
Managed Computers
Your product license agreement entitles you to manage a specified number of devices that are categorized as Managed Computers. Managed Computers are devices in appliance inventory that: 1) have Windows, Mac, Linux, or UNIX operating systems, 2) are categorized as PCs or servers, and 3) were not added to inventory manually, through the WSAPI, or through mobile device management. See View product licensing information.
Managed Installations
Managed Installations (MI) are the primary mechanism for deploying or removing applications from appliance managed devices. Each Managed Installation describes a specific application title and version to be installed or removed, including installation commands, installation files, and target devices (by label). Managed Installations always take place at the same time that managed devices upload inventory data to the appliance. In this way, the appliance confirms that the installation is actually needed before it performs the installation. Installation packages can be configured to run silently or with user interaction. Managed Installations can include installation, uninstallation, and command-line parameters. See Using Managed Installations.
manual labels
See labels .
metering
Software metering enables you to collect information about how applications are installed and used on the Windows and Mac devices that you manage. This includes Windows Store applications, such as Bing Travel. Metering is not available for applications installed other operating systems, such as Linux. In the Software Catalog, metering can be enabled for applications that are listed as Discovered and Not Discovered and for applications that are Locally Cataloged. Metering cannot be enabled for operating system software, applications installed on unsupported operating systems, such as Linux, or for applications that are listed as Uncataloged in the Software Catalog. See About software metering.
MIA
Missing in action. Devices that are being managed by the appliance, but that have not been inventoried on schedule are referred to as MIA devices. See Managing MIA devices.
Mobile Device Access
Mobile Device Access enables you to interact with the appliance using KACE GO.

KACE GO is an app that enables administrators to access Service Desk tickets, inventory information, and application deployment features from their smart phones or tablets. The app also allows non-admin users to submit Service Desk tickets, view the status of submitted tickets, and read Knowledge Base articles from their mobile devices. You can download KACE GO from the Apple App Store for iOS devices, or from the Google Play Store for Android devices.

See Configuring Mobile Device Access.

Monitored Computers
Your product license agreement entitles you to manage a specified number of devices that are categorized as Monitored Computers. Monitored Computers are servers that 1) meet the requirements for Managed Computers and 2) have Monitoring enabled. You can monitor 5 servers with your appliance license. If you want to be able to monitor up to 200 servers, you must obtain a license for the Monitoring Module. See View product licensing information and Managing monitoring for devices.
MSI Installer template
This template enables you to create a script that sets the basic command line arguments for running MSI-based installers. For command-line options, go to the Microsoft MSI Command-Line documentation at http://msdn.microsoft.com. See .

N

nodes
See devices .
non-computer devices
Non-computer devices are assets such as printers, routers, network gear, and other devices that do not meet the definition of Computers. Administrators can create Asset Subtypes to track information related to specific non-computer devices. See About Asset Subtypes, custom fields, and device detail preferences.
Not Allowed applications
Not Allowed applications are applications that have been marked as Not Allowed on the Software Catalog page. Windows and Mac applications can be marked as Not Allowed only if they are classified as Discovered, Not Discovered, or Locally Cataloged applications. Applications that are Uncataloged cannot be marked as Not Allowed until they are added to the Software Catalog. Applications that are marked as Not Allowed can be blocked from running on managed devices if those devices have an Application Control-enabled label applied to them. See Using Application Control.
Not Discovered applications
Applications that do not exist in the inventory, but that do exist in the Quest KACE Software Catalog, are referred to as Not Discovered applications. You can enable metering for Not Discovered applications, mark them as Not Allowed, and add license information for them. However, because the applications have not been found in the local appliance inventory, the Not Discovered software list cannot be exported in CSV format. Compare to Discovered applications . See Not Discovered applications.
notifications
Notifications are email messages the appliance sends to administrators when devices, scan results, and assets meet specified criteria. For example, if you want to notify administrators when devices approach disk space limits, you can set up alerts based on disk usage. Notifications are sent when devices meet the specified criteria.

The appliance checks inventory against the criteria in the notification schedules at the specified frequency. When an item meets the criteria, the appliance sends email to the specified recipients.

Messages that are sent through email based on selected criteria and at scheduled intervals. See Scheduling notifications.

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