Chat now with support
Chat with Support

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

Set the daily backup schedule and the number of backups to retain

Set the daily backup schedule and the number of backups to retain

You can configure the daily backup schedule and the number of backups to retain.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Backup Settings to display the Backup Settings page.
3.
In the Retention section, specify the following settings:

Option

Description

Daily

The number of daily backups to retain on the appliance. You can retain up to seven daily backups.

Monthly

The number of monthly backups to retain on the appliance. You can retain up to two monthly backups. Monthly backups occur on the last day of the month, and you cannot change the schedule of monthly backups.

4.
In the Schedule section, specify the schedule for running daily backups.
Times are listed in the 24-hour clock format, and you can select intervals of 5 minutes. For example, to schedule the daily backup for 5 minutes past midnight, select 0:05.
Tip:
 
TIP: To ensure that backup logs are not turned over during daily log maintenance, schedule daily backups to occur after midnight.
5.
Click Save.

The settings are applied. When the next scheduled backup runs, older backup files are removed if the number of backups retained on the appliance exceeds the number specified in the Retention section.

Back up the appliance manually

Back up the appliance manually

You can back up appliance manually any time. In addition, you should manually back up the appliance before you install appliance updates or perform upgrades.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Backup Settings to display the Backup Settings page.
3.
At the bottom of the page, click Run Now, then click Yes to confirm.
The system performs a full backup, which includes both Base and Differential backup files.

When the backup is complete, the Logs page appears.

If you are backing up an appliance because you want to migrate it to a different appliance, power off the old appliance. If the old appliance is kept on, it may cause conflicts when the same settings are uploaded to the new appliance.

Download backup files from the Administrator Console

Download backup files from the Administrator Console

For a greater level of recoverability, you can download backup files from the Administrator Console and save them to a different location.

You can also access backup files through FTP. See Access backup files through FTP.

* 
NOTE: To restore files, you must have a matched pair of Differential and Base backup files. Paired backup files reference the same appliance version number and date, and only paired backup files can be used to restore the appliance.
1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Backup Settings to display the Backup Settings page.
3.
In the Onboard Backups section download a matched pair of Differential and Base backup files:
a.
Select the date associated with a pair of backup files.
The Differential file has incr in the file name, while the Base file uses base. For example, <date>_k1_incr_<version>.tgz and <date>_k1_base_<version>.tgz.
SHA256 checksums also appear for each backup file. The checksums are calculated at the time of backup creation. If the checksum of a downloaded backup file does not match the checksum displayed on this page, the transfer may have been interrupted (resulting in corrupt data,) or data on disk may have been manipulated.
b.
If prompted, select a download location for each file.
* 
NOTE: The saved backup files reflect the appliance data from the most recent automatic backup time (2:00 AM by default) for a selected date. If you need a backup that reflects the current appliance state, you can perform a manual backup. For more information, see Back up the appliance manually.

Access backup files through FTP

Access backup files through FTP

You can use FTP to access appliance backup files. This is useful if you want to create a process on a different server to access the backup, or if your backup files are more than 1 GB and accessing them through the Administrator Console causes the browser to time out.

1.
Verify that Security Settings enable FTP access to backup files.
See Configure security settings for the appliance.
2.
Do one of the following:
◦
On a Windows device, open a command prompt, then at the C:\ prompt, enter: ftp k1000.
◦
Using any FTP client, access ftp k1000.
3.
Enter the login credentials.
The default credentials are:

Username: kbftp

Password: getbxf

* 
NOTE: To change the FTP password, see Configure security settings for the appliance. You cannot change the FTP username.
4.
To access the backup files from a command prompt, enter the following commands:
> type binary
> get k1_base.tg
> get k1_base.tgz
> get k1_incr.tgz
>close
>quit
Related Documents

The document was helpful.

Select Rating

I easily found the information I needed.

Select Rating