Chat now with support
Chat with Support

KACE Systems Management Appliance 10.0 Common Documents - KACE GO Getting Started Guide

Using the KACE GO Mobile App
Getting Started Frequently asked questions Troubleshooting About us

Does KACE GO store my data?

Does KACE GO store my data?

The KACE GO Mobile App encrypts and stores username, password, org preference as well as the domain name of the KACE SMA if you have set Save Password to ON on the login page. Otherwise, the KACE GO app does not store any user data.

What is the best way to secure my KACE GO app?

What is the best way to secure my KACE GO app?

Quest recommends configuring the KACE SMA server with SSL, and enabling a passcode in the app settings.

KACE GO first attempts to log in through HTTPS. If SSL is not available for the server, the application logs in through HTTP. When a server has both port 80 and port 443 enabled, KACE GO always logs in through HTTPS (port 443).

Three failed attempts result in the erasure of any saved credentials. Authentication is mandatory when the app is put in the background.

Which features are accessible from the KACE GO home page?

Which features are accessible from the KACE GO home page?

The KACE GO home page for a provides access to the features available in the app for that user. The set of feature is different for an end user and an administrator.

Service Desk: Links to the Service Desk home page in the KACE GO app. The Service Desk allows you to submit and manage ticket requests. You can, for example, review the tickets associated with your user account. When you are viewing all tickets, you can search for a specific ticket given the location of the associated asset.
Create Ticket: Allows you to create a Service Desk ticket using the mobile app.
Settings: KACE GO mobile app settings on your device, such as password and push notification configuration, and other settings.
Knowledge Base: Lists the Knowledge Base (KB) articles, as seen on the the KACE SMA User Console Home page. See Can I review KB articles and other related resources in KACE GO? for more information.
Popular Articles: Lists the top five articles, as seen on the the KACE SMA User Console Home page. See Can I review KB articles and other related resources in KACE GO? for more information.
Help: Links to some basic self-help resources, such as About, Quick Resource Locator, Report a Problem, and Terms and Conditions.
Service Desk: Links to the Service Desk home page in the KACE GO app. The Service Desk allows you to submit and manage ticket requests. You can, for example, review the tickets associated with your user account. When you are viewing all tickets, you can search for a specific ticket given the location of the associated asset, device, or the ticket submitter.

On the ticket list page, you can search for tickets by the ticket number, title, owner, or submitter, as needed.

You can sort the ticket list by the date when they are modified, created, or due.

Ticket details appear when you select the ticket. If the queue associated with the ticket includes any sub-categories (such as Hardware::Computer), they appear in a hierarchical list. To drill down to a sub-category, select its parent category, select the sub-category, and so on.

When you select an inventory device or a device asset on the ticket page, a list of all devices that are visible to the ticket submitter appears. You also have an option to filter that list and display only the devices that are assigned to the submitter.

Install: Allows you to quickly deploy Managed Installations (MIs) to selected devices. Each MI describes a specific application title and version to be installed or removed, including installation commands, installation files, and target devices.
Assets: Provides access to the managed assets. From here, you can view a list of all assets, review the details of a specific asset, add an asset, or scan a barcode and associate it with an asset. When you are viewing all assets, you can sort them by the asset name, ID, type, assigned user, or location, in either ascending or descending order, or search for assets by providing their name or location. You can also select an asset and create a ticket for that asset (using the action button in the top-right corner). When you are reviewing the details of a specific asset, you see the same type of asset information as on the Asset Detail page in the KACE SMA Administrator Console, including its name, location, barcode, any related assets (if applicable), and other details.

You also have an option to archive device assets, as needed. An asset that is pending archival can be restored by cancelling the archive action. The details of an archived device are available in read-only mode.

Create Ticket: Allows you to create a Service Desk ticket using the mobile app.
Inventory: Provides access to the managed devices in your KACE SMA inventory. You can, for example, select a device, and create a ticket for that device (using the action button in the top-right corner).
Monitoring Alerts: Use this feature when you want to review the monitoring alerts generated by the appliance. For example, you may see an alert when changes are made to a device configuration, such as adding a disk, a partition change, and so on.
Scripts: Allows administrators to deploy existing scripts to a target device.
Scan Barcode: Use this command when you want to scan a barcode and to associate it with an asset.
Live Chat: Allows you to start a chat with Quest Support.

Can I use the ticket URL ion Service Desk emails to view them directly in the KACE GO app?

Can I use the ticket URL ion Service Desk emails to view them directly in the KACE GO app?

When you create a Service Desk ticket by email, you will receive an email confirmation indicating that your ticket has been logged. The email will contain links to the Service Desk ticket in the KACE Systems Management Appliance (SMA) Administrator Console, along with a link to the ticket in the KACE GO app.

NOTE: You must add the $mobile_ticket_url email token to the required email notification templates in order for this link to appear.

If you are using your mobile device which has the KACE GO mobile app installed, you can use the latter to quickly navigate to the ticket page in the KACE GO app. Your mobile device will launch the KACE GO app with the ticket page displayed. In case you do not have KACE GO installed, the link takes you to the KACE GO app page in the app store for your mobile device OS (Apple® App Store® or Google® Play™ store).

Related Documents