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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

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.

Configuring SMTP email servers

Configuring SMTP email servers

You can configure your Service Desk to use SMTP email servers.

For instructions on setting up a POP3 email server, see Configuring email settings.

Connect your email server to the K1000 appliance

Connect your email server to the K1000 appliance

You can connect your email server to the K1000 appliance so that the K1000 Service Desk can receive email from your email server. The process for connecting depends entirely upon your email configuration.

If you are using Microsoft Exchange Server, see the Microsoft documentation on transport rules.

Optional: Create a Virtual SMTP server. This is not necessary if you have an SMTP server.
Select Administrative Groups > Connectors > K1000_HelpDesk to display the K1000_HelpDesk Properties page.
Click General.
Click Use DNS to route each address space on this connector.
The Local Bridgeheads section becomes available.
Complete the Local Bridgeheads section:


Virtual Server


Default SMTP Virtual Server

Click the Address Space tab.
Click Add to add an address space for the K1000 SMTP server. Use the following settings:
Type: SMTP
Address: Enter the fully qualified K1000 server name. The syntax is
Cost: Set this to one level above the other connectors. That way, K1000 email is filtered first, and no K1000 email inadvertently leaves the network.
Under Connector scope, click Entire organization.
Leave Allow messages to be relayed to these domains disabled.
Click OK to save and close the K1000_HelpDesk Properties page.

Your email server is now connected to the K1000 appliance.

Using internal and external SMTP servers

Using internal and external SMTP servers

Depending on the needs of your environment, you can set up your email to go through the internal SMTP server or an external SMTP server.

The K1000 Management Appliance includes an internal SMTP server. If most of the email traffic coming to the K1000 is from and to your Service Desk staff, it might make sense to use this internal server. To set it up, see Use the internal SMTP server.

If all of your email must go through a specific external SMTP server, direct the K1000 Management Appliance to use this server. See Use an external SMTP server or Secure SMTP server.

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