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KACE as a Service 7.1 - Administrator Guide

About the KACE Systems Management Appliance (K1000) 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 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 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 Using Replication Shares Managing credentials Configuring assets
About the Asset Management component 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
Setting up License Compliance Managing License Compliance Setting up Service Desk Creating and managing organizations Importing and exporting appliance resources
Managing inventory
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 Provisioning the K1000 Agent Manually deploying the K1000 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 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
Patching devices and maintaining security
About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Dell devices and updates Maintaining device and appliance security
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 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 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 K1000
Appendixes Glossary About us Legal notices

Managing Service Desk tickets, processes, and reports

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
Using the ticket escalation process
Using Service Desk processes
Using Ticket Rules
Run Service Desk reports
Archiving, restoring, and deleting tickets
Managing ticket deletion

You manage Service Desk tickets, processes, and reports using the Administrator Console. Tickets can also be managed using the User Console and through email.

Before you can manage tickets, you must configure the Service Desk. See Setting up Service Desk.

Overview of Service Desk ticket lifecycle

Overview of Service Desk ticket lifecycle

Service Desk tickets progress through several stages during their lifecycle.

These stages include:

1.
The ticket is submitted, either through the User Console, the Administrator Console, or through email. See Creating tickets from the Administrator Console and User Console and Creating and managing tickets by email.
2.
The ticket is assigned to an owner according to the ticket rules. See Configuring ticket settings and Using Ticket Rules.
3.
The ticket owner reviews the ticket, adjusts the impact if necessary, and assigns a priority.
4.
If Service Level Agreements are enabled on the queue where the ticket resides, the ticket due date is calculated based on the priority.
5.
If the issue is straightforward, the owner resolves and closes the ticket, and email notifications are sent. See Configuring email settings.
6.
If the ticket is complex, the ticket might stay open for a period of time and have multiple owners.
7.
If the owner is unable to resolve the ticket within its escalation time limit, the ticket is escalated. See Using the ticket escalation process.
8.
When tickets are closed, users can complete a satisfaction survey to provide feedback about the way the ticket was handled. See Using the Satisfaction Survey.
9.
The ticket is archived. See Archiving, restoring, and deleting tickets.

Creating tickets from the Administrator Console and User Console

Creating tickets from the Administrator Console and User Console

Create tickets from the User Console
Create tickets from the Administrator Console Ticket page
Create tickets from the Device Detail page
Create tickets from the Asset Detail page
Create a Service Desk ticket from an alert

You can create Service Desk tickets from either the Administrator Console or the User Console.

Tickets can also be created using email. See Creating and managing tickets by email.

Create tickets from the User Console

Create tickets from the User Console

You can create Service Desk tickets using the User Console.

When you create tickets from the User Console, your user information is automatically added to the Submitter field on the New Ticket page.

1.
Go to the User Console New Ticket page:
a.
Go to the User Console: http://K1000_hostname/user where K1000_hostname is the hostname of your appliance.
b.
On the left navigation bar, click Service Desk.
c.
To display the New Ticket page, do one of the following:
▪
Select Choose Action > New.
▪
Select Choose Action > New Ticket From Queue > Queue name.
▪
Select Choose Action > New Ticket From Process > Process name.
2.
If you are creating a new ticket from a process, and the process template is configured to display the process description page, review the information on the description page that appears, and click Continue.
This page typically displays some important pre-requisites that you need to complete before proceeding to create a ticket. For example, if the process template defines how to add a new employee to the system, you can to instruct the users to verify if the employee acquisition process is complete and if the employee ID is created. For more information on how to create and configure process templates, see Add, edit, and enable process templates.
3.
Provide the following information:

Option

Description

Title

(Required) A brief description of the issue.

Summary

A more detailed description of the issue.

Submitter

The login name of the user submitting the ticket. To change the submitter, select a different login name in the drop-down list.

Impact

The number of people that are inconvenienced or cannot work.

Category

A classification of the issue.

Attachments

Files that you want to add to the ticket. You can paste up to five files. See Add or delete screenshots and attachments to Service Desk tickets.

Screenshots

Screenshots that you want to add to the ticket. You can paste up to five screenshots to a ticket. See Add or delete screenshots and attachments to Service Desk tickets.

4.
Do one of the following:
◦
Click Save to save the ticket and return to the Ticket list.
◦
Click Apply Changes to save the ticket and continue editing it.
◦
Click Cancel to discard the ticket changes.
If other users have modified the ticket concurrently, the Update Notification dialog appears, provided that the dialog is enabled for the queue and you are the ticket owner or an administrator. This dialog is displayed to administrators and ticket owners only. It is not displayed to other users. Administrators can enable or disable the conflict warning message for each queue separately. See Enable or disable the conflict warning.
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