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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

Create custom views for tickets

Create custom views for tickets

You create custom views to restrict the type or number of Service Desk tickets displayed on the Tickets page. This enables you to see only those tickets that you want to view.

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NOTE: Custom views are available only to the user accounts in which they are created. They are not available to multiple user accounts. To enable other users to access a custom view you created, send them the URL of the custom view.
1.
Go to the Service Desk Tickets 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.
2.
Select the Custom View tab above the list on the right.
The Custom View panel appears.The Custom View page contains a number of drop-down lists from which to create a custom view
3.
Specify the criteria to use for the custom view. For example, you could create a custom view that shows open tickets with the priority of High.
4.
Click Test to confirm the results.
5.
Click Create to save the custom view.

Set the custom view as the default. See Set a view as the default view for tickets.

Set a view as the default view for tickets

Set a view as the default view for tickets

You can set a view as the default view for the Service Desk Tickets page. The default view is user-specific, and must be configured for each user independently.

1.
Go to the Service Desk Tickets 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.
2.
Optional: Click the Custom View tab above the list on the right and choose the settings for the custom view. See Create custom views for tickets .
3.
Select Choose Action > Set Default View > Set Current View As Default.
The current view is saved as the logged-in user's default view for the Tickets list.

Add comments to tickets

Add comments to tickets

As a ticket is worked on, comments can be added to provide further information to the ticket.

1.
Go to the Service Desk Ticket 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.
c.
Click the title of a ticket.
2.
Click the Comments tab at the bottom of the ticket detail page, if it is not already selected.
3.
Enter the comment in the Comment text box.
4.
Select the Owners-only check box to designate the comment be hidden from non-owners, such as submitters, and visible only to ticket owners.
5.
If there is an attachment to add to the ticket, click Choose File and select the file to attach.
6.
If there is a related Knowledge Base article to append to the ticket comments, select an article from the drop-down list. You can enter a search word to find a specific article.
7.
Click Submit to save the newly added comment.
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NOTE: Comments are saved independently of all other ticket information. If Email notifications based on comments are enabled, the subscribed users will receive the email instantly for the comment added. When users respond to an email notification that is sent regarding an existing ticket, only the new text that users type above the reply line will be added as a comment.

Add owner-only comments to tickets

Add owner-only comments to tickets

You can add ticket comments that are hidden from non-owners, such as submitters, and visible only to ticket owners.

When adding owner-only comments, however, be aware that other ticket owners have permission to change this setting. Owner-only comments become viewable to other users when the setting is changed.

Quest recommends these best practices for owner-only comments:

•
Always use discretion when adding comments.
•
Have a clear, well documented policy for changing the Owners only setting.
1.
Go to the Service Desk Ticket 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.
c.
Click the title of a ticket.
2.
Click the Comments tab at the bottom of the ticket detail page, if it is not already selected.
3.
Select the Owners only check box, then add the comment, Knowledge Base article reference, or attachment.
* 
NOTE: The Owners only check box can be enabled by default by selecting the Default ticket owner comments to Owners Only visibility check box on the queue detail page. See Configure ticket queues.
4.
Click Submit.
* 
NOTE: Comments are save independently of all other ticket information.
The comment is added to the ticket. It is visible to ticket owners only, unless a user with the appropriate permissions clears the Owners only check box.
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