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KACE Systems Management Appliance 14.0 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 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 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 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 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

Tracking changes to inventory settings

Tracking changes to inventory settings

If History subscriptions are configured to retain information, you can view the details of the changes made to settings, assets, and objects.

This information includes the date the change was made and the user who made the change, which can be useful during troubleshooting. See About history settings.

Adding and deleting applications in Software page inventory

Adding and deleting applications in Software page inventory

Add applications to Software page inventory manually
Delete applications

Applications are added to the Software page inventory automatically when managed devices upload inventory information to the appliance. In addition, you can add applications to the Software page manually as needed.

Add applications to Software page inventory manually

Add applications to Software page inventory manually

You can manually add applications to the Software page inventory list as needed.

Usually, it is best to have applications added to the appliance inventory automatically, than to add applications to the appliance manually. However, adding applications manually is useful if you want to add an application that is not currently installed on managed devices. You can manually add the application, then create a Managed Installation for it, and deploy it to managed devices.

If you add applications manually, you might want to include a Custom Inventory rule so that information about the applications is current and packages are not reinstalled each time Agents check in. See Writing custom inventory rules.

Tip:
 
TIP: Applications that are added manually are displayed on the Software page, but they are not displayed on the Software Catalog page. You cannot add applications manually to the Software Catalog page.
1.
Go to the Software 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 Inventory, then click Software.
c.
Select Choose Action > New.
2.
Provide general information: Name, Version, Publisher.
For proper downstream reporting, enter this information consistently across software inventory.
3.
Provide the following information:

Option

Description

Assign To Label

(Optional) The label associated with the item.

Notes

Any additional information you want to provide.

Supported Operating Systems

The operating systems on which the application runs. Applications are deployed only to devices with the selected operating systems.

1.
Click Manage Operating Systems.
2.
In the Operating Systems dialog box that appears, select the OS versions in the navigation tree, as applicable.

You have an option to select OS versions by their family, product, architecture, release ID, or build version. You can choose a specific build version, or a parent node, as needed. Selecting a parent node in the tree automatically selects the associated child nodes. This behavior allows you to select any future OS versions, as devices are added or upgraded in your managed environment. For example, to select all build current and future versions associated with the Windows 10 x64 architecture, under All > Windows > Windows 10, select x64.

Custom Inventory Rule

(Optional) The custom inventory rules to apply to the application. Custom inventory rules enable you to detect applications and other items on a device and capture details for reporting.

For example, the appliance first verifies whether an application is present on a device before deploying that application. In some instances, however, installed programs do not register in Add/Remove Programs or in standard areas of the registry. In such cases, the appliance might not be able to detect the presence of the application without additional information from the administrator. Therefore, the appliance might repeat the installation each time the device connects. Custom Inventory rules can prevent this.

The following rule verifies that the version of the Network Associates VirusScan installed on a device is newer than a given version before deploying it:

RegistryValueGreaterThan(HKEY_LOCAL_MACHINE\Software\Network Associates\TVD\Shared Components\VirusScan Engine\4.0.xx,szDatVersion,4.0.44)

See Getting values from a device (Custom Inventory Field).

4.
Next to Upload and Associate File, click Browse or Choose File to locate a file, then click Open or Choose.
To distribute applications using Managed Installations or File Synchronizations, you need to associate the actual application files with the application.
5.
To prevent the file from being copied to Replication Shares, select Don’t Replicate Associated File.
This is useful for large files that you do not want users to install from Replication Shares, such as software suites.
6.
Optional: Select a Category and Threat Level for the software.
7.
Click Save.

Delete applications

Delete applications

Deleting applications from the Software page removes them from the Software page inventory, and also removes Managed Installations or File Synchronizations that are associated with applications.

However, if the deleted applications are installed on managed devices, the records for those applications are recreated, with new IDs, when the devices update inventory information. Managed Installations and File Synchronizations that were associated with the deleted applications, however, are not recreated.

1.
Go to the Software 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 Inventory, then click Software.
2.
Select the check box next to one or more applications.
3.
Select Choose Action > Delete, then click Yes to confirm.
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