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KACE Systems Management Appliance 11.0 Common Documents - KACE Service Desk Administrator Guide

About the KACE Service Desk 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 Enable Two-Factor Authentication for all users 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 Configuring the default theme 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 Using the Asset Management Dashboard 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 Managing contracts Managing licenses Managing purchase records
Setting up License Compliance Managing License Compliance Setting up Service Desk Configure the Cache Lifetime for Service Desk widgets Creating and managing organizations Importing and exporting appliance resources
Managing inventory
Using the Inventory Dashboard 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 Registering KACE Agent with the appliance Provisioning the KACE Agent Manually deploying the KACE 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 Associate Managed Installations with Cataloged Software 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 Using Task Chains
Patching devices and maintaining security
Using the Security Dashboard About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Windows Feature Updates 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 Using the Service Desk Dashboard 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 Merging tickets 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 appliance
Appendixes Glossary About us Legal notices

Add report schedules

Add report schedules

You can add report schedules to enable the appliance to run reports automatically at specified times. This is useful for reports that you need to run periodically, such as software License Compliance reports.

To schedule System-level reports, log in to the System Administration Console, http://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page. Then click Reporting (for appliances with the Organization component enabled only).
The Reports page appears.
Click the Schedule button next to a report: .
Click Report Schedules on the left navigation bar, then select Choose Action > New to display the Report Schedule Detail page.




The display name for the schedule. Make this name as descriptive as possible, so you can distinguish this schedule from others.


The name of the report you are scheduling. This name is provided automatically if you click the Schedule button next to a report on the Reports page.


The format of the report.


A description of the schedule. This description appears on the Schedule Reports page.

In the Notify section, specify the following settings:




The subject line of the email message that contains the report.


The email addresses where the report is to be sent. Separate multiple addresses with a comma.

Don’t send empty reports

Whether the appliance should send the report every time, or only when results are found. Select this option to prevent the appliance from sending the report if it is empty.


Any information you want to provide in the body of the email message.

Attachment Options

The format for the report. Choose Attachment to attach the file to the email message, or choose Zipped Attachment to attach the file as a ZIP archive.

In the Schedule section, specify the following settings:




Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.


Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

Use the following when specifying values:

Spaces ( ): Separate each field with a space.
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.


View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled tasks. Click a task to review the task details. For more information, see View task schedules.

Click Save.

Delete report schedules

Delete report schedules

Report schedules enable the appliance to run reports at specified times and intervals. When you delete report schedules, both the report criteria and the schedule settings are removed from the appliance.

Report schedules can be deleted any time as needed.

To delete System-level report schedules, log in to the System Administration Console, http://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page. Then click Reporting (for appliances with the Organization component enabled only).
The Reports page appears.
On the left navigation bar, click Report Schedules to display the Report Schedules page.
Select Choose Action > Delete, then click Yes to confirm.

Scheduling notifications

Scheduling notifications

To maintain a watch on your environment, you can schedule the appliance to notify administrators through email when specified criteria are met. This activity is useful for watching system health and device properties.

You can add, edit, and delete notification schedules.

Add notification schedules from the Reporting section

Add notification schedules from the Reporting section

You can add notification schedules for devices, discovery scans, and assets from the Reporting section.

Go to the Notification Schedules list page:
Log in to the appliance Administrator Console, https://appliance_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.
On the left navigation bar, click Reporting, then click Notifications.
Select Choose Action and select one of the following:
New > Device Notification
New > Discovery Notification
New > Asset Notification
New > Monitoring Alerts Notification
The Notification panel appears.

The image of the Notification panel shows a series of drop-down menus that permit defining the criteria for a schedule.

With AND selected in the operator drop-down list, click Add Line.




The information that you want to appear in the Subject line of the email. This also appears as the name of the notification on the Notification Schedules page.


The email address or addresses of intended recipients. Email addresses must be fully qualified email addresses. To send email to multiple addresses, use commas to separate each address, or use email distribution lists.


The interval at which the appliance runs the query to compare the selected criteria with items in inventory. If criteria are met, the notification is sent.

Optional: To verify the criteria, click Test.
Click Save.

The notification is created and it appears on the Notification Schedule page. For information about scheduling the frequency of the notification, see Edit notification schedules.

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