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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

About software distribution

About software distribution

About testing software distribution

Software can be distributed from the appliance to Agent-managed Windows, Mac, and Linux devices.

Tip:
 
TIP: Software distribution is available for items on the Software page and for Agent-managed devices only. It is not available for items on the Software Catalog page, Microsoft Application Virtualization (App-V) software, or Agentless devices.

The figure shows a high-level example of a software distribution process. You can modify this process as needed.

Figure 10. Software distribution procedure

Procedure moves from Inventory and Assess through Test, Target, Deploy, and Report.

About testing software distribution

About testing software distribution

Before distributing software to a large number of managed devices, test the deployment on a small but representative group of devices to verify that the package is compatible with target operating systems and other applications.

When the appliance distributes software to managed devices, it verifies that a package is designated for a particular device or operating system. However, the appliance cannot assess the software's compatibility with other software on the device. As a result, you should develop a process for testing all deployments.

For example, you could create a test group by applying a label to devices used for testing. Then deploy the required application to the test group using the label before you go deploy to the larger group of devices. This practice helps you to verify the compatibility of the application with the operating system and other applications in your test group. For more information about labeling devices, see Add or edit manual labels.

This section focuses primarily on the test, target, and deploy portions of the process. For more information about managing inventory, see Managing applications on the Software page.

Tracking changes to distribution settings

Tracking changes to distribution 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.

Types of distribution packages

Types of distribution packages

Attaching digital assets to applications and selecting supported operating systems

Packages can be distributed to managed devices as Managed Installations, File Synchronizations, User Console packages, and MSI installers.

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Managed Installations: Installation packages that are configured to run silently or with user interaction. Managed Installations include installation, uninstallation, and command-line parameters. See Using Managed Installations.
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File Synchronizations: A method of distributing files to managed devices. Unlike Managed Installations, however, File Synchronizations do not install files; they simply distribute files. See Create and use File Synchronization.
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User Console packages: Installation packages that contain printer drivers and other applications distributed through the User Console. See About Service Desk.
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MSI Installer template: A utility for creating policies and setting basic command line arguments for running Windows MSI-based installers. See .
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