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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

Configure a ticket template

Configure a ticket template

A ticket template specifies a set of fields that appear on the Ticket Detail page. Each queue can have one or more ticket templates.

Use the Ticket Template Detail page to configure a new or an existing template.

1.
Go to the Service Desk Queue 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 Configuration.
c.
On the Configuration panel, click Create and manage queues in Queue section.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
On the Service Desk Configuration page, in the Layout section, click Create ticket templates to display the Ticket Templates section.
◦
To add a new ticket template to the queue, in the Ticket Templates list page, click Choose Action > New.
◦
To modify an existing ticket template, in the Ticket Templates list page, click the ticket template name.
The Ticket Template Detail page appears.
3.
On the Ticket Template Detail page, provide the following information:

Option

Description

Name

(Required) The name of the template.

Enabled

Select this check box when the template is ready for use. This option is useful if you want to prevent this template from being exposed to end users before it is completed.

Description

A brief description of the template. This text appears as a tooltip on the User Portal, when you point to the link for this ticket template.

For process only

Select this check box if you want this ticket template to be available to process templates. This causes some options in the ticket template to become disabled, because they are not applicable in this context. For example, the Limit template to selected users option cannot be applied to process-based ticket templates because each process template has an option in the wizard to associate labels with process template tickets.

Limit template to selected users

Select this check box if you want to make this template available only to specific users using labels. Then, click Manage Associated Labels, and in the Select Labels dialog box that appears, select one or more labels associated with the users that you want to grant access to this ticket template. When done, close the dialog box.

Is default

Select this check box if you want to make this ticket template the default template in the queue. When a ticket template is configured as a default template for a queue, each time you create a ticket in that queue without specifying a ticket template, the default template is applied. You can switch between templates, if needed. For more information, see Create tickets from the Administrator Console Ticket page.

Show in User Portal

Select this check box if you want end users to have a link to this ticket template on the Need Help page in the User Console.

Layout

Choose a layout that best suits your needs:

•
3 Column Layout: Use this layout if the template contains fields of average height in each row.
•
2 Column + Right Panel Layout: Use this layout if the template contains one or more fields that are taller than the rest of the fields in the same row, like Summary, or Resolution. Having one tall field in a row where other fields are of average height causes those other fields in the same row to be pushed down, creating random gaps in the layout. When you select this option, you can place all of your tall fields in the right panel, to make optimal use of the vertical real estate. To move a field between the panels, double-click the field.
•
3 Column + Right Panel Layout: Use this layout if the template contains one or more fields that are taller than the rest of the fields in the same row, like Summary, or Resolution. Having one tall field in a row where other fields are of average height causes those other fields in the same row to be pushed down, creating random gaps in the layout. When you select this option, you can place all of your tall fields in the right panel, to make optimal use of the vertical real estate. To move a field between the panels, double-click the field.
•
4 Column Layout: Use this layout if the template contains fields of average height in each row.

You can switch between the two layouts, if needed.

4.
Add one or more ticket fields to the ticket template. To break up your content into separate sections, use the separator field. This field comes with the same options as the data fields.
* 
NOTE: You can only add ticket fields that exist in the queue to which this ticket template belongs to.
a.
In the Ticket Form Template section, drag one or more fields from the area on the right.
b.
As you add the fields, you can arrange them in the way that makes most sense for the use of this template. You can arrange related fields together, or place a field close to an edge of template area, and create empty spaces in between, as needed.
c.
A field can be one-, two-, or three-column wide. To change the width of the field, click until it reaches the desired width.
d.
To delete a field, click .
e.
To configure the field property overrides or certain conditions determining whether a field appears, click . Then, in the dialog box that appears, configure the following options, as required.

Tab

Option

Description

Overrides

Use the options on this tab to configure any overrides for field parameters that are already specified in the queue to which this ticket template belongs to.

Label

The field name.

Required

Indicates if the field value must be provided or not. Select one of the following values:

•
Not Required
•
Always Required
•
Required on Close

For more information about these values, see Define custom ticket fields.

Permission

Specify which users have access to this field. Select one of the following values:

•
Read Only
•
Owners Only - Hidden from Users
•
Owners Only - Visible to Users
•
User Create
•
User Modify

For more information about these values, see Define custom ticket fields.

Default Value

Configure the default value for this field.

•
If this field is associated with pre-defined values, those values appear in the list, and they are available for selection. For example, if you add an Owner field to the ticket template, the list displays all users associated with the queue.
•
If you selected a text field, you can type a desired value, as required.

Conditional Logic

Use the options on this tab to show or hide certain fields based on the previously selected values on the ticket page.

For example, if you have a ticket template for printer issues, you can display different set of fields that are applicable to different kinds of printer issues. If the user indicates on the ticket that the printer is missing paper, the page displays a set of fields that allow the user to specify the paper format.

Visibility

Indicate if you want the field to appear or not when the specified conditions are met.

When

Specify the action on the field based on the outcome of conditional expressions. Select one of the following values:

•
All conditions matched
•
One of the conditions matched

Required when visible

Select this option if you want the end user to populate this field when it appears in the ticket.

Condition

Add up to five conditions to control the appearance of the selected field. Each condition can evaluate if the value of a field that appears on the page matches or does not match a certain value. You can only select those fields that have pre-defined values associated with them (and typically appear as multi-value lists on the ticket page), or check boxes. Simple text fields, such as Title, are not available for selection.

For example, you can create a condition that evaluates whether a printer issue matches Ink, Paper, or Other, and display or hide the selected field, as required.

When done, click Update.
The dialog box closes.
5.
Click Apply Changes.
Tip:
 
TIP: You can also make a copy of this template by clicking Duplicate.

Next, you can preview the ticket template. For more information, see Preview ticket layout.

Preview ticket layout

Preview ticket layout

When you finish making changes to the way tickets are displayed on the New Ticket and Ticket Detail pages for a selected ticket template, you can preview the ticket page layout.

There are several preview options to choose from. The type of information on the ticket page depends on the permissions associated with the user accessing the page (User or Owner), and the action type (New Ticket or Ticket Detail). For example, a Ticket Owner typically has access to more information than a user associated with the ticket. Also, the New Ticket page can have some additional controls for providing comments or linking attachments, unlike the Ticket Detail page.

* 
NOTE: Previewing a ticket template causes it to create and save a ticket. Any values that you make while previewing a ticket are saved by default.
1.
Go to the Service Desk Queue 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 Configuration panel, click Create and manage queues in Queue section.
c.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
On the on the Service Desk Configuration page, under the Layout section, click Create ticket templates link and select existing template name.>
The Ticket Template Detail page appears.
3.
On the Ticket Template Detail page, make your customizations, as required.
For details, see Configure a ticket template.
4.
At the bottom of the page, click Save and Preview.
The Ticket Details page appears.
5.
At the top of the Ticket Details page, click Preview Form As, and choose one of the following options, as required:

Option

Description

Input Form - User

New Ticket page, as a User

Input Form - Owner

New Ticket page, as a Ticket Owner

Edit Form - User

Ticket Detail page, as a User

Input Form - Owner

Ticket Detail page, as a Ticket Owner

The New Ticket page refreshes, showing the ticket page based on the selected ticket template and owner details.

Using parent-child ticket relationships

Using parent-child ticket relationships

Enable parent-child ticket relationships for a queue
Enable parent tickets to close child tickets
Create child tickets for any ticket
Designate tickets as parents and add existing tickets as their children
Use a parent ticket as a to-do list
Use parent tickets to organize duplicate tickets

You can set up any Service Desk ticket as a parent ticket and assign child tickets to it.

There are two ways to use the parent-child relationship:

•
Prevent the parent from being closed unless all its child tickets are closed. This strategy uses the parent ticket as a global to-do list and each child ticket as a separate task on the list. After all the tasks are completed and the child tickets are closed, the parent can be closed.
•
Close all child tickets when you close the parent ticket. This strategy is useful for tickets that are duplicates of the same problem. For example, if a server crashes and users file duplicate tickets about the issue. When the server is restored, the ticket owner can close the parent and close all of the child tickets at the same time.

Regardless of the strategy you choose, child tickets cannot be orphaned. That is, you cannot close the parent ticket before closing the child tickets.

* 
NOTE: You can create many levels of parent-child ticket relationships, but closing child tickets by closing their parent ticket works for only one parent-child level.

Enable parent-child ticket relationships for a queue

Enable parent-child ticket relationships for a queue

Parent-child ticket relationships are disabled by default. To enable them, you can configure queues to show the PARENT_INFO ticket field. If you have multiple queues, you enable parent-child ticket relationships in each queue separately.

1.
Go to the Service Desk Queue 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 Configuration.
c.
On the Configuration panel, click Create and manage queues in Queue section.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
On the Service Desk Configuration page, under the Queue section, click the Customize fields link.
3.
Go to the Related Ticket information tab and select the Edit button for the PARENT_INFO field to make changes to that field’s settings: .
4.
Select one of the Owners Only - Visible to Users permission settings.
5.
Click Save in the row.
6.
Click Save at the bottom of the page.

When you save these changes, ticket owners and administrators (by default) are able to make any ticket in the queue a child or a parent ticket.

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