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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

Define custom ticket fields

Define custom ticket fields

You can add custom fields to your Service Desk tickets; the number of custom fields you can create is limited only by the number of columns you can have in a table.

Creating a custom field involves two areas of the Queue Customization page:

•
The custom field characteristics using the Custom field.
•
The custom field behavior in the Ticket Layout section.
1.
Go to the Service Desk Queue Detail page:
a.
Log in to the K1000 Administrator Console, http://K1000_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 Queues.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
In the Custom Fields section, do one of the following:
◦
Click the Edit button to change a field: .
◦
Click the Add button to create a field: .
The editable fields appear.
4.
Select the field type from the Field Type drop-down list.
Options include:
◦
Checkbox: Add a check box field type to the ticket.
◦
Date: Add a formatted date field type to the ticket.
◦
Timestamp: Add a timestamp field type to the ticket.
◦
Link: Add and define a link to an internal/external URL to the ticket.
◦
Multiple Select: Add a multi-value select field type to the ticket; use commas to separate entries.
◦
Notes: Add a notes field type to the ticket.
◦
Number: Add an integer selection field type to the ticket.
◦
Single Select: Add a single value select field type to the ticket.
◦
Text: Add a text field type to the ticket.
◦
User: Add a filterable and searchable drop-down list containing users from the user table.
* 
NOTE: The User custom field stores the user ID from the USER table in the HD_TICKET table, which is the table that holds the ticket record. When writing a report or query against the HD_TICKET table, you need to JOIN on the USER table if you want to display the username instead of the user ID in the report.
5.
In the Select Values field, specify the allowed values.
Use the Select Values field for the Single Select or Multiple Select custom field types. Enter multiple values as comma-separated strings.

You can use a database query to specify values for this field with the syntax: query:query_instructions. Select the Help button next to Custom Fields to view an example: .

6.
Enter a value in the Default field.
This value is filled in by default when a ticket is created.
* 
NOTE: If you remove the name of a custom field, values for that field are removed from all tickets. If you rename a custom field, values for that custom field are retained.

You can use a database query to specify values for this field with the syntax: query:query_instructions. Select the Help button next to Custom Fields to view an example: .

7.
Click Save.
8.
Scroll to the Layout Ticket Fields section, then click the Edit button next to the custom field you configured: .
The custom field behavior options become editable.
9.
Enter a name in the Label field.
10.
In the Required field select the option to use:
◦
Not Required. The field is not required.
◦
Always Required. Fields with this option must be completed before a ticket can be saved and submitted.
◦
Required on Close. Fields with this option must be completed before a ticket can be closed.
11.
In the Permissions field, choose the permission setting to use:

Permission setting

Can be viewed by

Can be changed by

Can be created by

Hidden

No one

No one

No one

Read Only

Users, Ticket Owners, Administrators*

No one

No one

Owners Only - Hidden from Users

Ticket Owners, Administrators*

Ticket Owners, Administrators*

Ticket Owners, Administrators*

Owners Only - Visible to Users

Users, Ticket Owners, Administrators*

Ticket Owners, Administrators*

Ticket Owners, Administrators*

User Create

Users, Ticket Owners, Administrators*

Ticket Owners, Administrators*

Users, Ticket Owners, Administrators*

User Modify

Users, Ticket Owners, Administrators*

Users, Ticket Owners, Administrators*

Users, Ticket Owners, Administrators*

* Indicates the default setting. You can remove this default setting by clearing the Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only) check box on the Queue Detail page.

12.
Optional: Use the Sort button at the top of a column, or drag the move icon, , to change the order in which the fields are displayed.
13.
Click Save in the row.
14.
At the bottom of the page, click Save to apply your changes.

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 queue, 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.

1.
Go to the Service Desk Queue Detail page:
a.
Log in to the K1000 Administrator Console, http://K1000_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 Queues.
c.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
Make your customizations, as required.
4.
On the Queue Customization page, in the top-left corner, click Preview Form As.
5.
Choose one of the following options, as required:

Option

Select it to view...

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

6.
Click Preview.
The Confirm dialog box appears, asking you to save your changes before displaying a preview.
7.
In the Confirm dialog box, click Save.
The dialog box closes and your preview appears. A note at the top of the page indicates that your changes are saved and that you are previewing the selected page.
8.
To return to the Queue Customization page, in the top-right corner, click Back to Queue Configuration page.

Customize the ticket list layout

Customize the ticket list layout

You can customize the Service Desk ticket list layout, such as field name, field order, and column size, as needed. This is how the Ticket list is displayed in the queue.

1.
Go to the Service Desk Queue Detail page:
a.
Log in to the K1000 Administrator Console, http://K1000_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 Queues.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
Scroll down to the Ticket List Layout section. To customize the layout, use these buttons:
◦
: Change the order in which the fields are displayed.
◦
: Edit the field to display, and the width allowed for the column.
* 
NOTE: The width indicates the amount of available page width that is assigned to the field column. For example, if you have 10 columns, and each column is assigned a width of 10, the total of all numbers in the Width column would be 100. Therefore, each field column would have a width of 10 percent of the available page width. If the total of all numbers in the Width column is more or less than 100, the numbers are normalized to percentages to determine the width. For example, if you have three columns, and you assign a width of 10 to each column, the total of all numbers in the Width column would be 30. However, when normalized to percentages, the width of each column would be approximately 33.3 percent.
◦
: Add a ticket field to the ticket layout.
◦
: Delete the field from the ticket list.
4.
Click Save at the bottom of the page.

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.
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