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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

Use parent tickets to organize duplicate tickets

Use parent tickets to organize duplicate tickets

When multiple tickets are filed for the same issue, you can use parent tickets to organize and manage the duplicate tickets as groups.

Enable parent-child relationships for queues, and enable parents to close child tickets. See:

•
Enable parent-child ticket relationships for a queue
•
Enable parent tickets to close child tickets
1.
Designate one of the duplicate tickets as the parent. See Designate tickets as parents and add existing tickets as their children.
2.
Change the remaining duplicate tickets to child tickets:
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.
Click Service Desk > Tickets to display the Tickets page.
c.
Select all of the tickets that you want to change to child tickets.
d.
In the Choose Action menu, select Add To Parent.
* 
NOTE: Add to Parent appears only if you are viewing tickets in a single queue, and that queue has parent-child ticket relationships enabled. It is not available if you are in the All Queues view. See Enable parent-child ticket relationships for a queue.
The selected tickets become child tickets of the parent.
3.
When the issue is resolved, close the parent ticket.
The child tickets are automatically closed.

Using ticket approvers

Using ticket approvers

Configure ticket approvers
Approving tickets by email

You can require that a particular user or group approve tickets before tickets are opened or closed. In addition, you can require that only users who are set up as approvers can close tickets. If you have multiple queues, you can configure approver settings for each queue separately.

Setting up ticket approvers involves the following workflow:

•
Create a label to specify approvers.
•
Add users (approvers) to the label. You choose approvers from the list of all users regardless of queue, so they are not limited to a single queue.
•
Configure the APPROVAL_INFO ticket field in the queue to require this feature.
* 
NOTE: Approvers only have access to the Approval and Approval Note fields on a ticket. The Approval field has the following options:
•
Approved
•
Rejected
•
More Information Needed
* 
NOTE: The Approval field must be set before the ticket can be opened or closed, depending on how the Required option is configured. The Approval Note field is optional. Approvers can see all of the tickets they need to approve by clicking Service Desk > Tickets, then clicking View By > My Approvals.

Configure ticket approvers

Configure ticket approvers

You can require that a particular user or group approve a ticket before it can be opened and closed in a queue.

1.
Go to the Users 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 Settings, then click Users.
2.
Select the check box next to a user.
3.
In the Choose Action menu, select Add Label.
4.
In the Add Label window, enter a name for the label, for example, Ticket Approvers, then click Add Label.
Tip:
 
TIP: Avoid using backslashes (\) in label names. If you need to use a backslash in a label name, add a second backslash (\\) to escape it.
5.
Click Service Desk > Configuration > Queues > Create and manage queues to display the Queues page.
6.
Click the name of a queue to display the Queue Detail page.
7.
In the User Preferences tab, clear the Allow all users as approvers check box, then click Save.
8.
In the Queues section, click Customize fields to display the Queue Customization page.
9.
In the Default Field section, click the Edit button for the APPROVAL_INFO row: .
The editable APPROVAL_INFO row appears.
10.
In the Label field, enter the name of the label you created for approvers in 4.
11.
Select Required on close in the Required field.
Selecting Required on close or Always Required enables the approval requirement for all tickets in this queue. When you select one of these settings, a ticket must have an approver specified before it can be worked on or closed, depending on the option you choose.
12.
Click the Save button in the row, then click Save at the bottom of the page.

The Approval feature is enabled, and the approval options you selected are applied to tickets in the queue.

Approving tickets by email

Approving tickets by email

After ticket approval is configured, the designated ticket approver can send an email message to approve a ticket, add an approval note, or designate a different approver.

For details on changing tickets by email, see Creating and managing tickets by email. For a list of the fields used to change the approval fields, see Changing ticket approval fields using email.

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