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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

Run consolidated organization reports

Run consolidated organization reports

If the Organization component is enabled on your appliance, you can run reports that consolidate the information from all organizations into a single report.

1.
Go to the Reports list:
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 Reporting, then click Reports.
2.
In the Generate Report column, click a format type for the report.
HTML reports are displayed in a new window. For other formats, you can open the file or save it to your device.
* 
NOTE: Charts and graphs cannot be created from within the appliance reporting tool. To create charts or graphs, generate a report in XLS (Microsoft Excel) or CSV (comma-separated value) format, then import the data into a tool that has chart or graph capabilities, such as Microsoft Excel.
NOTE: Be aware that multibyte characters, such as those used to support Japanese and Chinese character sets, might display as "garbage characters" when CSV files are imported to Excel. For more information, contact Quest Support at https://support.quest.com/contact-support.

Scheduling reports

Scheduling reports

Add report schedules
Delete report schedules

To monitor your environment, you can schedule the appliance to run reports and send them to administrators at specified times and intervals. This is useful for tracking software, devices, and system health.

Add report schedules

Add report schedules

You can add report schedules to enable the appliance to run reports automatically at specified times. This is useful for reports that you need to run periodically, such as software License Compliance reports.

1.
Do one of the following:
◦
To schedule organization-level reports, select an organization in the drop-down list in the top-right corner of the page (if applicable), then click Reporting.
◦
To schedule System-level reports, log in to the System Administration Console, http://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page. Then click Reporting (for appliances with the Organization component enabled only).
The Reports page appears.
2.
Do one of the following:
◦
Click the Schedule button next to a report: .
◦
Click Report Schedules on the left navigation bar, then select Choose Action > New to display the Report Schedule Detail page.
3.
Specify the following settings.

Option

Description

Name

The display name for the schedule. Make this name as descriptive as possible, so you can distinguish this schedule from others.

Report

The name of the report you are scheduling. This name is provided automatically if you click the Schedule button next to a report on the Reports page.

Formats

The format of the report.

Description

A description of the schedule. This description appears on the Schedule Reports page.

4.
In the Notify section, specify the following settings:

Option

Description

Subject

The subject line of the email message that contains the report.

Recipients

The email addresses where the report is to be sent. Separate multiple addresses with a comma.

Don’t send empty reports

Whether the appliance should send the report every time, or only when results are found. Select this option to prevent the appliance from sending the report if it is empty.

Message

Any information you want to provide in the body of the email message.

Attachment Options

The format for the report. Choose Attachment to attach the file to the email message, or choose Zipped Attachment to attach the file as a ZIP archive.

5.
In the Schedule section, specify the following settings:

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled tasks. Click a task to review the task details. For more information, see View task schedules.

6.
Click Save.

Delete report schedules

Delete report schedules

Report schedules enable the appliance to run reports at specified times and intervals. When you delete report schedules, both the report criteria and the schedule settings are removed from the appliance.

Report schedules can be deleted any time as needed.

1.
Do one of the following:
◦
To delete organization-level report schedules, select an organization in the drop-down list in the top-right corner of the page (if applicable), then click Reporting.
◦
To delete System-level report schedules, log in to the System Administration Console, http://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page. Then click Reporting (for appliances with the Organization component enabled only).
The Reports page appears.
2.
On the left navigation bar, click Report Schedules to display the Report Schedules page.
3.
Select the check box next to one or more report schedules.
4.
Select Choose Action > Delete, then click Yes to confirm.
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