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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

Use the internal SMTP server

Use the internal SMTP server

You can configure the appliance network settings to use the internal SMTP email server.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the K1000 Administrator Console, http://K1000_hostname/admin, then click Settings.
◦
If the Organization component is enabled on the appliance, log in to the K1000 System Administration Console, http://K1000_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings.
2.
Click Network Settings to display the Network Settings page.
3.
In the Email Configuration section, clear the Enabled check box. This setting refers to an external SMTP server.
4.
Click Save.
5.
If prompted, click Yes to restart the appliance and apply the changes.

The internal SMTP server is set to process outgoing email. For information about configuring SMTP settings for queues, see Create and configure POP3 email accounts.

Use an external SMTP server or Secure SMTP server

Use an external SMTP server or Secure SMTP server

To use an external SMTP server, you need to set up an account for the SMTP server in the K1000 appliance network settings, and you need to set up an account on the SMTP server for each Service Desk queue.

To use secure SMTP (SSMTP), select the SSL setting in each queue. This is necessary because Microsoft does not allow aliasing from addresses in the Exchange 365 service.

1.
Confirm that your external router and firewall allow the K1000 Management Appliance to use port 25 to send email.
2.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the K1000 Administrator Console, http://K1000_hostname/admin, then click Settings.
◦
If the Organization component is enabled on the appliance, log in to the K1000 System Administration Console, http://K1000_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings.
3.
Click Network Settings to display the Network Settings page.
4.
In the Email Configuration section, select the Enable SMTP Server check box.
The SMTP server options appear.
5.
Specify the SMTP server options:

Option

Description

Server

Specify the hostname or IP address of an external SMTP server, such as smtp.gmail.com. External SMTP servers must allow anonymous (non-authenticated) outbound email transport. Ensure that your network policies allow the appliance to contact the SMTP server directly. In addition, the mail server must be configured to allow the relaying of email from the appliance without authentication.

Port

Enter the port number to use for the SMTP server. For standard SMTP, use port 25. For secure SMTP, use port 587.

Login

Enter the username of an account that has access to the external SMTP server, such as your_account_name@gmail.com.

Password

Enter the password of the specified account.

Enable Service Desk POP3 Server

Select this check box to use POP3 for Service Desk ticket email.

6.
Optional: To enable POP3 email for a queue, 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.
7.
In the top section of the page, select Configure SMTP Settings.
8.
In the top section of the page, specify the following SMTP server settings:
* 
NOTE: POP3 options are available only if Service Desk POP3 Server is enabled in the appliance Network Settings. See Changing appliance network settings.

Option

Description

POP3 Server

Enter the name of the POP3 server you want to use for the queue. For example, pop.gmail.com.

POP3 User / Password

Enter the username and password of an account that has access to the POP3 server.

SMTP Server

Specify the hostname or IP address of an SMTP server, such as smtp.gmail.com.

The SMTP server must allow anonymous (non-authenticated) outbound email transport. Ensure that your network policies allow the appliance to contact the SMTP server directly. In addition, the mail server must be configured to allow the relaying of email from the appliance without authentication.

SMTP Port

Enter the port number to use for the SMTP server. For standard SMTP, use port 25. For secure SMTP, use port 587.

If you leave this field blank, the appliance uses the settings specified on the Network Settings page.

SMTP User / Password

Enter the username and password of an account that has access to the SMTP server.

9.
Select Use SSL.
10.
Click Save.
The appliance is configured to forward email to the designated SMTP server. If you have multiple queues, repeat the preceding steps for each queue.
* 
TIP: By default, the appliance accepts Service Desk email only when the sender’s email address matches a user account on the K1000. To change this setting, see the setting, Accept email from unknown users in the section Configuring Service Desk ticket queues.

Maintenance and troubleshooting

Maintaining the appliance
Troubleshooting the K1000

The K1000 appliance has automatic backup capabilities, logs, and troubleshooting tools that help administrators maintain and monitor system health.

Maintaining the appliance

Maintaining the appliance

Tracking changes to settings
About appliance backups
Restoring the appliance
Updating appliance software
Reboot or shut down the appliance
Update OVAL definitions from KACE
Understanding the daily run output

Appliance maintenance includes establishing a backup schedule, verifying system health, and applying updates to appliance software.

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