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KACE Asset Management Appliance 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

Overview of setup tasks

Overview of setup tasks

You can configure Service Desk to meet your company policies and branding requirements.

Setup tasks include:

•
Set up User Roles and labels: Create permission-based roles to manage user access. See Setting up roles for user accounts.
•
Set up user accounts: All Service Desk users and administrators must have authenticated user accounts. See Configuring user accounts, LDAP authentication, and SSO.
•
Customize ticket information: Add ticket categories, status, impact, and priority properties as needed. Identify additional information to include in tickets. See Configuring ticket settings.
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Customize email templates: Configure the Service Desk email templates used to send notifications. See Configure email templates.
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Set up email notifications: Configure the events that trigger email notifications. See Configuring email settings.
•
Set up queues and processes:
◦
Queues: Use queues to organize tickets or to handle different types of tasks, such as hardware tasks and software tasks. See Configuring Service Desk ticket queues.
◦
Processes: Use processes to set relationships between tickets that are parts of major or sequential tasks. You can also establish relationships by using parent-child relationships within tickets. See Using Service Desk processes.
•
Set up ticket rules: Configure the rules that Service Desk uses to process tickets. See About Ticket Rules
•
Decide whether to offer a Satisfaction Survey to users: See Using the Satisfaction Survey.
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Configure company business hours and holidays: Define your company's hours of operation and recognized holidays. These hours and holidays are used in determining ticket due dates and Service Level Agreement violations. See Configuring Service Desk business hours and holidays.
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Configure Service Level Agreements (SLAs): Configure the SLAs used in calculating ticket due-dates and SLA violations. See Enable Service Level Agreements.
•
Configure User Console home page settings: Change the logo and welcome information on the User Console home page. Or, show or hide quick actions and announcements as well as links to Knowledge Base articles, tickets, and other items. See:
◦
Change the User Console logo and login text at the Admin-level
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Show or hide action buttons and widgets on the User Console home page
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Add, edit, hide, or delete User Console announcements
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Add, edit, or delete custom links on the User Console home page
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Show or hide links to Knowledge Base articles on the User Console home page

Configuring Service Desk business hours and holidays

Configuring Service Desk business hours and holidays

Configure Service Desk business hours
Configure Service Desk holidays

You can configure business hours and holidays to effectively track and meet Service Level Agreements (SLAs) in your Service Desk queues. If the Organization component is enabled on your appliance, you configure business hours and holidays for each organization separately.

After you configure business hours and holidays, you need to enable the SLA settings in each Service Desk ticket queue to use those business hours and holidays.

Configure Service Desk business hours

Configure Service Desk business hours

You can configure the Service Desk to account for business hours when calculating due dates for tickets. If you have multiple organizations, you configure business hours for each organization separately.

After you configure Service Desk business hours, you need to enable ticket queues to use those hours in their Service Level Agreement (SLA) settings.

1.
Go to the Business Hours 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, in the Business Hours and Holidays section, click Define Business Hours.
2.
For each day of the week, specify the hours of operation by providing the starting and ending time, by selecting the Open 24 hours check box, or by selecting the Closed check box.
3.
Click Save.

Configure queues to use business hours in SLAs. See Configure ticket queues.

Configure Service Desk holidays

Configure Service Desk holidays

You can configure the Service Desk to account for company holidays when calculating due dates for tickets. If you have multiple organizations, you configure the holiday schedule for each organization separately.

After you configure Service Desk holidays, you need to enable ticket queues to use those holidays in their Service Level Agreement (SLA) settings.

1.
Go to the Holidays 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, in the Business Hours and Holidays section, click Define Holidays.
2.
Click Add Holiday to add a new holiday to the list. Click the Edit button next to a holiday to edit it: . Click the Delete button next to a holiday to remove it: . Holidays in the list can be filtered by year by selecting a year in the Filter by Year drop-down list.
3.
Click Save.

Configure queues to use holidays in SLAs. See Configure ticket queues.

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