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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

Convert regular tickets to process tickets

Convert regular tickets to process tickets

Regular Service Desk tickets can be converted to process tickets. This conversion is useful for process-related tickets that are created through email, because tickets created through email are always created as single tickets.

In addition, users might create single tickets because they are unaware of processes, or because they do not have access to processes. Changing regular tickets to process tickets enables administrators and ticket owners to take advantage of processes, even if tickets were not originally submitted as process tickets. For more information on process tickets, see Using Service Desk processes.

1.
Go to the Service Desk Ticket 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 Tickets.
c.
Click the title of a ticket.
2.
Select Choose Action > Convert to process > Process Name.
A confirmation window appears.
3.
Click Yes to continue to convert the ticket to a process.
4.
Do one of the following:
◦
Click Save to save the ticket and return to the Ticket list.
◦
Click Apply Changes to save the ticket and continue editing it.
◦
Click Cancel to discard the ticket changes.
If other users have modified the ticket concurrently, the Update Notification dialog appears, provided that the dialog is enabled for the queue and you are the ticket owner or an administrator. This dialog is displayed to administrators and ticket owners only. It is not displayed to other users. Administrators can enable or disable the conflict warning message for each queue separately. See Enable or disable the conflict warning.

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.

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