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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

Tracking configuration changes

Tracking configuration changes

If History subscriptions are configured to retain information, you can view the details of the changes made to settings, assets, and objects.

This information includes the date the change was made and the user who made the change, which can be useful during troubleshooting.

Configuring System-level and Admin-level General Settings

Configuring System-level and Admin-level General Settings

If the Organization component is enabled on your appliance, General Settings are available at the System level and at the Admin level. If the Organization component is not enabled on your appliance, all General Settings are available at the Admin level.

If the Organization component is enabled on your appliance, see:

If the Organization component is not enabled, see:

Configure appliance General Settings with the Organization component enabled

Configure appliance General Settings with the Organization component enabled

If the Organization component is enabled on your appliance, configure appliance General Settings at the System level.

If the Organization component is not enabled on your appliance, see Configure appliance General Settings without the Organization component.

1.
Go to the System-level General Settings page:
a.
Log in to the K1000 System Administration Console, http://K1000_hostname/system, or select System from the drop-down list in the top-right corner of the page.
c.
On the Control Panel, click General Settings.

Option

Description

Company Name

Enter the name of your company.

Default Locale

Select the language to use in the Command Line Console, which uses the konfig user account.

Company Email Suffix

Enter the domain from which your users send email. For example: quest.com.

Appliance Administrator Email

Enter the email address of the appliance administrator. System-related messages, including critical alerts, are sent to this address.

Session Timeout

Set the number of inactive hours to allow before closing user sessions and requiring users to log in again. The default is 1. The User Console and Administrator Console have Timeout Session counters to alert users of this time limit. Only periods of inactivity are counted. The counter restarts when the user performs any action that causes the console to interact with the appliance server, such as refreshing a window, saving changes, and changing windows. When the counter reaches the limit, the user is logged out, unsaved changes are lost, and the login screen appears. The Timeout Session counter appears in the upper right of each console.

Enable mobile device access

Enable or disable Mobile Device Access to the appliance. Mobile device access enables you to interact with the K1000 appliance using the KACE GO app on iOS and Android smart phones and tablets. Administrators can use the app to access Service Desk, inventory, and application deployment features. See Configuring Mobile Device Access.

Require organization selection at login

Display the Organization drop-down list on the Administrator Console login page, http://K1000_hostname/admin, where K1000_hostname is the hostname of your appliance. This enables you to choose an organization when you log in. If this option is disabled, the Organization drop-down list is not displayed on the login page, and you can only log in to the Default organization from http://K1000_hostname/admin. If organization fast switching is enabled, however, you can switch between organizations after you log in to the Default organization.

Show organization menu in admin header

Display the fast-switching drop-down list in the top-right corner of the Administrator Console next to the login information. This drop-down list makes it possible to bypass the login page when you switch from one organization to another. To appear in the drop-down list, organizations must have the same admin account password; only those organizations whose admin account passwords match appear in the list. Changes to the drop-down list are displayed only after you log out and then log in again.

Enable linked reporting

Select to allow the generation of reports from Federated (linked) K1000 appliances.

3.
In the Agent section, view or configure K1000 Agent task throughput:

Option

Description

Last Task Throughput Update

This value indicates the date and time when the appliance task throughput was last updated.

Current Load Average

The value in this field depicts the load on an appliance at any given point of time. For the appliance to run normally, the value in this field must be between 0.0 and 10.0.

Task Throughput

The value that controls how scheduled tasks, such as inventory collection, scripting, and patching updates, are balanced by the appliance.

4.
In the User Console section, modify the text as needed:

Option

Description

Title

The heading that appears on the User Console login page.

Welcome Message

A welcome note or description of the User Console. This text appears below the title on the User Console login page.

5.
In the Acceptable Use Policy section, select policy settings:

Option

Description

Enabled

Enable the appliance to display your policy, and require users to accept the terms of your policy, when they access the Administrator Console, User Console, or Command Line Console, or log in using SSH or FTP.

Title

The heading of the policy to be displayed on the login page of the User Console.

Message

Details of the policy, which are displayed below the Title on the login page. Users must agree to the terms of the policy before they can log in to the User Console.

6.
In the Reporting section, specify the password for the reporting system:

Option

Description

Username

(Read-only) The username used to generate reports. The report username provides access to the database (for additional reporting tools), but does not give write access to anyone.

User Password

The report user password. This password is used only by the reporting system and MySQL™.

7.
In the Log Retention section, select the number of days to retain log information. Log entries that are older than the selected number of days are automatically deleted from the log. See View appliance logs.
8.
In the Share with Quest section, select data sharing options:

To validate the K1000 product license, Quest collects minimal license-related information, such as the MAC Address of the K1000 appliance, the version of the K1000 software, the license key, and the number of managed devices, regardless of the data sharing options selected in this section.

Option

Description

Share summary usage data...

(Recommended) Share summary information with Quest. This information includes appliance status, uptime, and load averages, as well as the number of devices, Managed Installations, and applications being managed by the appliance. This option is recommended because it provides additional information to Quest Support if you need assistance. In addition, data shared with Quest is used when planning product enhancements.

Share detailed usage data...

(Recommended) Share detailed information with Quest and share anonymous information with ITNinja.com. This information includes Agent and appliance crash reports, user interface usage statistics, and inventory information, such as application titles. Quest uses this information to help improve the Software Catalog, and ITNinja uses anonymous data to identify relevant content on http://www.itninja.com for dynamic feeds to the K1000 Administrator Console.

ITNinja.com is a community website where IT professionals can share information and research on a wide variety of systems management and deployment topics. The ITNinja feed is a feature that dynamically displays software deployment tips and other contextual information on relevant pages in the K1000 Administrator Console. To enable the ITNinja feed, you need to select Share detailed Usage data.... This setting shares information anonymously with ITNinja. The ITNinja feed is available only if Share Summary Usage Data... is selected, and it is available only on pages related to software or deployment, such as the software, Managed Installation, and File Synchronization detail pages. The feed is not available on the Software Catalog detail page.

Clear this option to prevent the appliance from sharing inventory data with the ITNinja community. However, clearing this option does not remove any information that has already been shared. For more information, contact Quest Support.

9.
To use a custom logo in the User Console, select images in the Logo Overrides section. Click Browse or Choose File to select the logo file.
NOTE: You can change the logo in the User Console only; you cannot change the logo in the Administrator Console.

Option

Description

User Console

The logo or other graphic displayed at the top of the User Console. The User Console is the web-based interface that makes applications available to users on a self-service basis. It also enables users to file Service Desk support tickets to request help or report issues. To access the User Console, go to http://<K1000_hostname>/user where <K1000_hostname> is the hostname of your appliance. Follow these guidelines for User Console graphics:

Report

This setting controls the logo used when generating System-level reports.

Upload a logo or other graphic to be displayed at the top of reports. The graphic must be 201 pixels wide by 63 pixels high as specified in the auto-generated XML layout. To use a different size, adjust the output of the XML report.

To see the default report logo and a customized version, refer to the following illustrations.

Figure 1. Default User Console logo

The image of the default User Console shows the Dell logo in the upper left.

Figure 2. Custom User Console logo

The image of the custom User Console includes the custom logo in place of the default Dell logo.

The image of the default report displays the Dell logo in the upper left.

The image of the custom report includes the custom logo in place of the default Dell logo.

The image shows an alert dialog with the Dell logo at the top left.

The image shows an alert dialog with a custom logo in place of the Dell logo at the top left.

10.
Click Save and Restart Services.

Configure Admin-level or organization-specific General Settings

Configure Admin-level or organization-specific General Settings

If the Organization component is enabled on your appliance, configure organization-specific General Settings at the Admin level. You configure the General Settings for each organization separately.

See Adding, editing, and deleting organizations.

If the Organization component is not enabled on your appliance, see Configure appliance General Settings without the Organization component.

1.
Go to the Admin-level General Settings 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 Settings, then click General Settings.
2.
In the General Options section, view or enter the following information.

Option

Description

Last Updated and Organization Name

(Read-only) The date the information was changed and the name of the organization. Organization Name can be edited at the System level. See Add or edit organizations.

Company Name

Enter the name of your company.

Administrator Email

Enter the email address of the appliance administrator. System-related messages, including critical alerts, are sent to this address.

Company Email Suffix

Enter the domain from which your users send email. For example: example.com.

3.
Optional: In the Locale Settings section, specify locale settings. See Configuring locale settings.

Option

Description

Organization Locale

Select the locale to use for the selected organization’s Administrator Console and User Console. If you have multiple organizations, you can select different locales for each one. See:

4.
Optional: In the Samba Share Settings section, select file sharing options then click Save Samba Settings. If File Shares are disabled, you need to enable them at the System level before you can enable them for the organization. See Configure security settings for the appliance.

Option

Description

Enable File Sharing

Use the appliance's client share to store files, such as files used to install applications on managed devices.

The appliance’s client share is a built-in Windows file server that can be used by the provisioning service to assist in distributing the Samba client on your network. Quest recommends that this file server only be enabled when you perform application installations on managed devices.

File Share User ‘admin’ Password

Enter the password to use for admin account access to the file share directory.

5.
In the Ignore Client IP Address Settings section, enter the IP address or addresses to ignore. Separate each address with a comma. Ignoring IP addresses is useful when multiple devices could report themselves with the same IP address, such as a proxy address.
6.
In the License Usage Warning Configurations section, select the percentage to use for the warning threshold and critical threshold for software license usage. If you have configured software License assets, threshold information is displayed on the license-related widgets on the Dashboard
7.
In the Data Retention section, select the options for retaining data in the K1000 appliance database.

Option

Description

Retain Device Uptime Data

The number of months that device uptime information is retained in the K1000 appliance database.

Device uptime refers to the number of hours of each day that managed devices are running. You can retain this data for a specified number of months, Forever, or never save it (Disabled).

Retain Metering Data

The number of months that metering data is retained in the K1000 appliance database.

Metering data is information about how applications are installed and used on the Windows and Mac devices that you manage. Metering data that is older than the selected number of months is deleted on the first day of every month. See About metering information.

Retain Uncataloged data in the Software Catalog

Whether to retain information about Uncataloged applications in the K1000 appliance database.

Uncataloged applications are executables that are in the K1000 inventory but that do not appear in the Software Catalog, and the K1000 retains information about those applications by default. For organizations with a large number of managed devices, however, retaining this data might greatly increase the size of the database. This size increase could increase the time it takes to load pages in the Administrator Console and the time it takes to perform database backups.

Select this check box to retain data for Uncataloged software in the K1000 database. Clear the check box to disable data retention.

If data retention for Uncataloged software is disabled:

8.
In the Asset Archive section, type the number of days that you want to keep the assets marked for archiving, before actually archiving them. The default value is 3 days.
9.
In the Device Assignment section, indicate how you want to match users with devices: One-time sync, Continuous sync, or Disabled.
10.
In the Device Actions section, click Add New Action, the select the scripted actions to enable.

Device Actions are scripted actions that can be performed on managed devices. There are several pre-programmed actions available. To add your own action, select Custom Action in the Action menu, then enter the command in the Command Line text box.

The following variables are available for device actions:

KACE_HOST_IP

KACE_HOST_NAME

KACE_CUSTOM_INVENTORY_*

When device actions run, the appliance replaces variables with their appropriate values.

For KACE_CUSTOM_INVENTORY_ * replace the asterisk (*) with the name of a software application associated with a custom inventory rule. When the device action runs, the name is replaced with the custom inventory rule value for the device. Enter the software application name in uppercase characters. The allowed characters are: [A-Z0-9.-]."

If you are using Internet Explorer, you can define any valid statement to perform a task on a remote device, then assign a name to it to use the next time you want to perform that task. For example, you can enter the statement, ping.exe –t KACEHOSTIP and name it Ping. A valid statement is a maximum of 150 characters, and the name that you assign to it must be any printable character of up to 20 characters. For information about running Device Actions, see Run actions on devices.

NOTE: Most actions in the Action drop-down list require you to install additional applications for them to function. For example, using DameWare requires you to install TightVNC on your device as well as on the device you want to access.
NOTE: To run Device Actions, you must have the Administrator Console open in Internet Explorer, because ActiveX is required to launch these programs on the local device. Other browsers do not support ActiveX. See https://support.quest.com/kb/148787.
11.
In the Patch Schedule section, if you want disable administrators to apply patches to all devices, select the Hide All Devices check box.

Use this setting with caution. It is usually better to test patch actions on a limited number of devices, and to limit patch actions to selected devices or device labels. This limitation ensures that patch actions are applied appropriately.

12.
To use a custom logo in the User Console, select images in the Logo Overrides section.
NOTE: You can change the logo in the User Console only; you cannot change the logo in the Administrator Console.

Option

Description

User Console

The logo or other graphic displayed at the top of the User Console. Follow these guidelines for graphics:

To see the default login page and a customized version, see Configure appliance General Settings with the Organization component enabled.

Report

This setting controls the logo used when generating reports for the selected organization.

Upload a logo or other graphic to be displayed at the top of reports. The graphic must be 201 pixels wide by 63 pixels high as specified in the auto-generated XML layout. To use a different size, adjust the output of the XML report.

To see the default report logo and a customized version, see Configure appliance General Settings with the Organization component enabled.

If the Organization component is enabled on your appliance, you can specify different logos for the reports produced for each organization and for the System.

For information about using custom logos at the System level, see Configure appliance General Settings with the Organization component enabled.

Agent Alert

Upload a logo or graphic to be used in pop-up messages on Agent-managed devices. These pop-ups include snooze dialogs, installation progress messages, alert messages, and message windows created by scripts. After you upload a graphic, it becomes available to managed devices the next time they check in to the appliance.

Graphics for pop-up messages must be in BMP format with a maximum color depth of 256 and a size of 100 pixels wide by 38 pixels high.

To see the default alert logo and a customized version, see Configure appliance General Settings with the Organization component enabled.

You can customize Alert message text and options as well. See Adding and editing scripts.

13.
Click Save and Restart Services.
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