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KACE Systems Management Appliance 13.2 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 Agent 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
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 Managing Mac profiles 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 Maintaining device and appliance security Manage quarantined file attachments
Using reports and scheduling notifications Monitoring servers
Getting started with server 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 Agentless management

Using Agentless management

About Agentless device management
Managing Agentless devices
Using SNMP Inventory Configurations to identify specific SNMP objects and non-computer devices to add to inventory

Use Agentless device management if you want to manage devices without the need to deploy and maintain the KACE Agent software on those devices.

About Agentless device management

About Agentless device management

Operating systems supported by Agentless management
About enabling Agentless management on Agent-managed devices

Agentless device management is a method of managing devices without the need to deploy and maintain the KACE Agent software on those devices.

Agentless management uses SSH, SNMP, and other methods to connect to Agent-intolerant devices, such as printers, network devices, and storage devices, and report the collected inventory information to the appliance Administrator Console. Using Agentless management is useful for operating system versions and distributions that are not supported by the KACE Agent, and where Agentless management is preferred over installing the Agent.

There are some differences between the features that are supported for Agent devices and Agentless devices. See Features available for each device management method.

Operating systems supported by Agentless management

Agentless management supports a variety of device operating systems.

The following table shows the device operating systems that are supported by Agentless management:

Operating system

CentOS

Chrome OS

Debian

Fedora

FreeBSD

Mac OS X

Oracle Enterprise Linux

Red Hat Enterprise Linux*

SUSE*

Solaris

Ubuntu*

Windows

Windows Server

*Most recent versions can also be managed with the KACE Agent.

* 
NOTE: For non-computer devices such as assets, or devices without operating systems that Agentless management supports, you can map SNMP (Simple Network Management Protocol) OIDs (Object Identifiers) to particular fields in the inventory table. As a result, you can identify specific devices to be inventoried so that you can expand the inventory of Agentless-managed devices. See Using SNMP Inventory Configurations to identify specific SNMP objects and non-computer devices to add to inventory.
About enabling Agentless management on Agent-managed devices

Agentless management can be enabled for any discovered device, including devices that have the KACE Agent installed.

However, using both methods for managing a single device is not recommended. If both methods are enabled for a device, both the device, and its software, appear twice on inventory lists. As a result, it is better to not to enable Agentless management on Agent-managed devices.

Operating systems supported by Agentless management

About Agentless device management

Operating systems supported by Agentless management
About enabling Agentless management on Agent-managed devices

Agentless device management is a method of managing devices without the need to deploy and maintain the KACE Agent software on those devices.

Agentless management uses SSH, SNMP, and other methods to connect to Agent-intolerant devices, such as printers, network devices, and storage devices, and report the collected inventory information to the appliance Administrator Console. Using Agentless management is useful for operating system versions and distributions that are not supported by the KACE Agent, and where Agentless management is preferred over installing the Agent.

There are some differences between the features that are supported for Agent devices and Agentless devices. See Features available for each device management method.

Operating systems supported by Agentless management

Agentless management supports a variety of device operating systems.

The following table shows the device operating systems that are supported by Agentless management:

Operating system

CentOS

Chrome OS

Debian

Fedora

FreeBSD

Mac OS X

Oracle Enterprise Linux

Red Hat Enterprise Linux*

SUSE*

Solaris

Ubuntu*

Windows

Windows Server

*Most recent versions can also be managed with the KACE Agent.

* 
NOTE: For non-computer devices such as assets, or devices without operating systems that Agentless management supports, you can map SNMP (Simple Network Management Protocol) OIDs (Object Identifiers) to particular fields in the inventory table. As a result, you can identify specific devices to be inventoried so that you can expand the inventory of Agentless-managed devices. See Using SNMP Inventory Configurations to identify specific SNMP objects and non-computer devices to add to inventory.
About enabling Agentless management on Agent-managed devices

Agentless management can be enabled for any discovered device, including devices that have the KACE Agent installed.

However, using both methods for managing a single device is not recommended. If both methods are enabled for a device, both the device, and its software, appear twice on inventory lists. As a result, it is better to not to enable Agentless management on Agent-managed devices.

About enabling Agentless management on Agent-managed devices

About Agentless device management

Operating systems supported by Agentless management
About enabling Agentless management on Agent-managed devices

Agentless device management is a method of managing devices without the need to deploy and maintain the KACE Agent software on those devices.

Agentless management uses SSH, SNMP, and other methods to connect to Agent-intolerant devices, such as printers, network devices, and storage devices, and report the collected inventory information to the appliance Administrator Console. Using Agentless management is useful for operating system versions and distributions that are not supported by the KACE Agent, and where Agentless management is preferred over installing the Agent.

There are some differences between the features that are supported for Agent devices and Agentless devices. See Features available for each device management method.

Operating systems supported by Agentless management

Agentless management supports a variety of device operating systems.

The following table shows the device operating systems that are supported by Agentless management:

Operating system

CentOS

Chrome OS

Debian

Fedora

FreeBSD

Mac OS X

Oracle Enterprise Linux

Red Hat Enterprise Linux*

SUSE*

Solaris

Ubuntu*

Windows

Windows Server

*Most recent versions can also be managed with the KACE Agent.

* 
NOTE: For non-computer devices such as assets, or devices without operating systems that Agentless management supports, you can map SNMP (Simple Network Management Protocol) OIDs (Object Identifiers) to particular fields in the inventory table. As a result, you can identify specific devices to be inventoried so that you can expand the inventory of Agentless-managed devices. See Using SNMP Inventory Configurations to identify specific SNMP objects and non-computer devices to add to inventory.
About enabling Agentless management on Agent-managed devices

Agentless management can be enabled for any discovered device, including devices that have the KACE Agent installed.

However, using both methods for managing a single device is not recommended. If both methods are enabled for a device, both the device, and its software, appear twice on inventory lists. As a result, it is better to not to enable Agentless management on Agent-managed devices.

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