Chat now with support
Chat with Support

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

Remove labels from User Downloads

Remove labels from User Downloads

You can remove labels from User Downloads as needed.

1.
Go to the User Downloads list:
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 User Downloads.
3.
Select Choose Action > Remove Labels.
4.
Click the Delete button next to the label you want to remove: .
5.
Click Remove Labels.

The label is removed from the item.

Delete User Downloads

Delete User Downloads

You can delete User Downloads as needed.

1.
Go to the User Downloads list:
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 User Downloads.
3.
Select Choose Action > Delete, then click Yes to confirm.

Managing Knowledge Base articles

Managing Knowledge Base articles

You add, edit, duplicate, and delete Knowledge Base articles using the Administrator Console.

Users can search for articles by keyword, and sort by article ID, Title, Category, Platform, or Importance in the User Console. Users can also rate the helpfulness of Knowledge Base articles.

To insert Knowledge Base article text into Service Desk tickets, click the Find Related Articles link on ticket pages.

Add, edit, or duplicate Knowledge Base articles

Add, edit, or duplicate Knowledge Base articles

You can add, edit, and duplicate Knowledge Base articles. These articles are available to users in the User Console.

1.
Go to the Article 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 Knowledge Base.
c.
To display the Article Detail page, do one of the following:
Select Choose Action > New.

Field

Description

Title

A specific description of the issue covered in the Knowledge Base article. Write descriptive titles and use common terms to make it easy for users to find information.

Category

A general description of the type of issue, for example, “printing” or “network access.”

Platform

The operating systems to which this Knowledge Base article applies.

Importance

The value of the Knowledge Base article. For example, “reference” or “low”; or “critical” or “high.”

Use Markdown

Allow both markdown and full HTML text.

Markdown is a plain text formatting syntax and a software tool, written in Perl, that converts plain-text formatting to HTML. It translates an easy-to-read/easy-to-write structured text into HTML.

Markdown's text format is similar to that of plain text and supports headers, *emphasis*, code blocks, block quotes, and links.

The following are formatting examples you can use if the Use Markdown check box is selected:

*normal emphasis with asterisks* = normal emphasis with asterisks

**strong emphasis with asterisks** = strong emphasis with asterisks

For more information about markdown, go to http://daringfireball.net/projects/markdown/.

Assign to Labels

To limit access to the article to specific sets of users, select the appropriate user labels from the list. If this field is empty, all users who have access to the User Console can see the Knowledge Base article.

Text

The content of the Knowledge Base article.

NOTE: To include external links to web pages, use the href format. For example, <a href="https://www.quest.com/kace/">Visit Quest KACE!</a>. To include images, use the “src” format. For example, <img src="/img/nav/logo.gif”>.
3.
Optional: In the Attachments section, click Add, then click Browse or Choose File to add an attachment.
4.
Click Save.
TIP: To create a Knowledge Base article from the comments in a ticket, click Create KB article on the Ticket Detail page.
The K1000 Management Appliance assigns the Knowledge Base article an Article ID and displays it on the Knowledge Base page. To see how the Knowledge Base article appears to users in the User Console, click the Knowledge Base article’s title on the Knowledge Base page, then click the User URL on the Article Detail page.
5.
Optional: Click Duplicate.
Related Documents