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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

Rename Service Desk titles and labels

Rename Service Desk titles and labels

You can rename the Service Desk titles and labels used in the Administrator Console and User Console as needed.

1.
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 Settings.

Setting

Description

Main Tab

The text that appears on the component-level tab in the Administrator Console and on the tab in the User Console. The default is Service Desk. However, if you upgraded from an earlier version of the appliance, you might see Help Desk as the default.

Queue

Queues

The text that you want to display instead of Queue and Queues on the Service Desk Configuration page and on the Queue list in the Administrator Console. This text also appears as an option in the Choose Action menu and as a heading on the Ticket page in the User Console.

Ticket

Tickets

The text that you want to display instead of Ticket and Tickets on the Ticket tab and Ticket page in the Administrator Console. This text also appears on the Ticket page in the User Console.

Process

Processes

The text that you want to display instead of Process and Processes on the Service Desk Configuration page and on the Process list in the Administrator Console.

3.
Click Save.

Enable or disable the conflict warning

Enable or disable the conflict warning

When the conflict warning dialog is enabled for a queue, administrators and ticket owners see a notification dialog when multiple users are editing tickets concurrently. The dialog enables users to view changes made by others and decide which changes to keep.

You have administrator privileges in the Administrator Console.

Administrators can enable or disable the conflict warning dialog for each queue separately.

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:
Select Choose Action > New.
2.
In the User Preferences section, enable or disable the conflict warning:

Field

Description

Enable ticket conflict warning for ticket owners

Display a dialog, to administrators and ticket owners, that summarizes conflicts between the changes they are submitting and the changes submitted concurrently by other users. When administrators and ticket owners click Save or Apply Changes on the Ticket Detail page, the dialog appears if other users have edited and saved the ticket while it was open for editing. This enables administrators and ticket owners to choose whether to discard their changes, or overwrite the changes made by other users if there are conflicts.

The dialog is displayed only if other users have modified the ticket, and it is displayed to administrators and ticket owners only. The dialog is not displayed to other users.

3.
Click Save.

Configuring ticket settings

Configuring ticket settings

Each Service Desk ticket queue has default settings for new tickets, and you can configure those settings and add custom fields as needed.

Typical custom fields include:

Problem-related information: Symptoms, how long the problem has been occurring, or other components that might contribute to the problem.
Software-related information: Manufacturer, version, purpose, and installation date of the software.
Service Desk staff-only information: Information that can be used for diagnosing, reporting, or planning purposes, such as “vendor contact for escalation,” “root cause,” or “previously fixed.”
Custom ticket characteristics: Categories, Statuses, Priorities, and Impacts.

You can add or change these fields at any time, and the number of fields is restricted only by the number of columns that you can have in a database table. However, you cannot remove fields if they are used by tickets. To remove a field that is in use, change the tickets to use a different field, then remove the field.

Customize the Ticket Detail page

Customize the Ticket Detail page

You can customize the Ticket Detail page for queues as needed. If you have multiple queues, you can customize the Ticket Detail page for each queue separately.

Service Desk has the following configurable ticket settings:

Setting

Available Values

Category

Status

Impact

Priority

States

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:
Select Choose Action > New.
2.
Add the All Ticket Owners label to the Owner Label field:
a.
In the Owner Label field, click Manage Associated Labels.
b.
In the Select Labels dialog, drag All Ticket Owners to the Restrict Owners To field, then click OK.
c.
Click Save.
3.
In the Ticket Defaults section, click Customize These Values to display the Queue Customization page.
4.
In the Category Values section, click the Add button in the column heading to add a category: .

Field

Description

Name

The text that appears in the drop-down list. By default, this text is Please select a category: This instructs users to select the category of the ticket.

Default Owner

Select DefaultTicketOwners.

CC List

Select none to prevent the CC List from being displayed on tickets. Because DefaultTicketOwners is the default owner, all potential ticket owners receive email notifications when a ticket is created.

User Settable

Make this category visible to users. When cleared, the appliance allows only the Service Desk staff users to see this category.

Use this setting to present a simplified list of values to users and to provide a comprehensive list to your administrators and Service Desk staff. Users might see these categories as their tickets are processed, but they cannot set or change them.

6.
Click Save.
7.
For the remaining categories in Category Values, click the Edit button: .
a.
In the Default Owner column, select DefaultTicketOwners to make this user account the default owner of all of these categories.
c.
Click Save.
a.
In the Status Values section, click the Add button: .
b.
In the Name column, type Waiting on end user, then in the State column, select Stalled.
c.
Click Save.
d.
In the Status Values section, click the Add button: .
e.
In the Name column, type Waiting on Service Desk Staff, then in the State column, select Stalled, then click Save .
f.
In the Status Values section, click the Add button: .
g.
In the Name column, type Reopened, then in the State column, select Opened, then click Save.
NOTE: Only tickets with an Opened state can be escalated. See Using the ticket escalation process.
10.
Create a Critical priority with an escalation time of 15 minutes:
a.
In the Priority Values section, click the Add button: .
b.
In the Name column, type Critical, then in the Escalation Time column, select 15 minutes.
c.
Click Save.
11.
Change the Escalation Time for High priority to 1 hour, and select the color you want to use to identify high priority tickets.
12.
Click the Save button at the bottom of the page.
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