Chat now with support
Chat with Support

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

Labeling devices to group them

Labeling devices to group them

You can use manual labels and Smart Labels to group devices. Doing so makes it possible to perform actions, such as updating software, on devices as a group.

To enable the metering of Software Catalog applications, you must apply a metering-enabled label to the devices on which the applications are installed. For more information about metering, see Using software metering.

Add, apply, and remove manual device labels

You can add manual labels and apply them to, or remove them from, devices. Manual labels remain associated with devices until the labels are manually removed from devices.

1.
Go to the Devices list:
a.
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.
b.
On the left navigation bar, click Inventory, then click Devices.
3.
Select Choose Action > Add Label.
4.
In the Add Label text box, enter a name for the label.
5.
Click Add Label.
b.
Select Choose Action > Apply Labels.
c.
Drag labels into Apply these labels, then click Apply Labels.
b.
Select Choose Action > Remove Label > Label_Name.
Using Smart Labels for devices

Use Smart Labels to find and label devices automatically based on specified criteria.

For example, to track laptops in a specific office, you could create a label called “San Francisco Office,” and create a Smart Label based on the IP address range or subnet for devices located in the San Francisco office. Whenever a device that falls within the IP address range is inventoried, the Smart Label “San Francisco Office” is automatically applied. When the device leaves the IP address range, and is inventoried again, the label is automatically removed.

Smart Labels are applied to and removed from managed devices when the appliance processes device inventory. So if you create a Smart Label that enables metering on devices, it might take time for the Smart Label to be applied to devices and for devices to report metering information. Metering is enabled for devices that match the Smart Label criteria only after devices are inventoried and the Smart Label is applied.

For more information, see Managing Smart Labels.

The following table lists examples of useful Smart Labels that can be applied to devices based on inventory attributes:

Sample Label Name

Sample Criteria

Win7 Low Disk

Windows 7 devices with less than 1 GB of free hard disk space

WS2012 No 2916993

Windows Server 2012 devices without Hotfix 2916993 installed

Building 3

Devices in an IP address range known to originate in Building 3

CN Sales

Devices whose device name contains the word sales

Add, apply, and remove manual device labels

Labeling devices to group them

You can use manual labels and Smart Labels to group devices. Doing so makes it possible to perform actions, such as updating software, on devices as a group.

To enable the metering of Software Catalog applications, you must apply a metering-enabled label to the devices on which the applications are installed. For more information about metering, see Using software metering.

Add, apply, and remove manual device labels

You can add manual labels and apply them to, or remove them from, devices. Manual labels remain associated with devices until the labels are manually removed from devices.

1.
Go to the Devices list:
a.
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.
b.
On the left navigation bar, click Inventory, then click Devices.
3.
Select Choose Action > Add Label.
4.
In the Add Label text box, enter a name for the label.
5.
Click Add Label.
b.
Select Choose Action > Apply Labels.
c.
Drag labels into Apply these labels, then click Apply Labels.
b.
Select Choose Action > Remove Label > Label_Name.
Using Smart Labels for devices

Use Smart Labels to find and label devices automatically based on specified criteria.

For example, to track laptops in a specific office, you could create a label called “San Francisco Office,” and create a Smart Label based on the IP address range or subnet for devices located in the San Francisco office. Whenever a device that falls within the IP address range is inventoried, the Smart Label “San Francisco Office” is automatically applied. When the device leaves the IP address range, and is inventoried again, the label is automatically removed.

Smart Labels are applied to and removed from managed devices when the appliance processes device inventory. So if you create a Smart Label that enables metering on devices, it might take time for the Smart Label to be applied to devices and for devices to report metering information. Metering is enabled for devices that match the Smart Label criteria only after devices are inventoried and the Smart Label is applied.

For more information, see Managing Smart Labels.

The following table lists examples of useful Smart Labels that can be applied to devices based on inventory attributes:

Sample Label Name

Sample Criteria

Win7 Low Disk

Windows 7 devices with less than 1 GB of free hard disk space

WS2012 No 2916993

Windows Server 2012 devices without Hotfix 2916993 installed

Building 3

Devices in an IP address range known to originate in Building 3

CN Sales

Devices whose device name contains the word sales

Using Smart Labels for devices

Labeling devices to group them

You can use manual labels and Smart Labels to group devices. Doing so makes it possible to perform actions, such as updating software, on devices as a group.

To enable the metering of Software Catalog applications, you must apply a metering-enabled label to the devices on which the applications are installed. For more information about metering, see Using software metering.

Add, apply, and remove manual device labels

You can add manual labels and apply them to, or remove them from, devices. Manual labels remain associated with devices until the labels are manually removed from devices.

1.
Go to the Devices list:
a.
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.
b.
On the left navigation bar, click Inventory, then click Devices.
3.
Select Choose Action > Add Label.
4.
In the Add Label text box, enter a name for the label.
5.
Click Add Label.
b.
Select Choose Action > Apply Labels.
c.
Drag labels into Apply these labels, then click Apply Labels.
b.
Select Choose Action > Remove Label > Label_Name.
Using Smart Labels for devices

Use Smart Labels to find and label devices automatically based on specified criteria.

For example, to track laptops in a specific office, you could create a label called “San Francisco Office,” and create a Smart Label based on the IP address range or subnet for devices located in the San Francisco office. Whenever a device that falls within the IP address range is inventoried, the Smart Label “San Francisco Office” is automatically applied. When the device leaves the IP address range, and is inventoried again, the label is automatically removed.

Smart Labels are applied to and removed from managed devices when the appliance processes device inventory. So if you create a Smart Label that enables metering on devices, it might take time for the Smart Label to be applied to devices and for devices to report metering information. Metering is enabled for devices that match the Smart Label criteria only after devices are inventoried and the Smart Label is applied.

For more information, see Managing Smart Labels.

The following table lists examples of useful Smart Labels that can be applied to devices based on inventory attributes:

Sample Label Name

Sample Criteria

Win7 Low Disk

Windows 7 devices with less than 1 GB of free hard disk space

WS2012 No 2916993

Windows Server 2012 devices without Hotfix 2916993 installed

Building 3

Devices in an IP address range known to originate in Building 3

CN Sales

Devices whose device name contains the word sales

Run actions on devices

Run actions on devices

You can use Device Actions to run actions on devices remotely, provided that those programs are installed on the remote devices.

You have created Device Actions from which to choose. For information on adding or editing Device Actions, see Configure appliance General Settings without the Organization component.

NOTE: When you initiate device through the agent, the action executable must be placed in your %PATH%. The agent is 32-bit, so on 64-bit Windows devices, use %windir%/System32 as an alias to the %windir%/Wow64 directory. If you need to run a program that's located in the %windir%/System32 directory on a 64-bit Windows system, you must use the %windir%/SysNative virtual directory. You can either add %windir%/SysNative to your %PATH% environment variable or provide a fully-qualified path by prepending %windir%/SysNative to your executable when defining your machine action.
1.
Go to the Device Detail page for a device:
a.
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.
b.
On the left navigation bar, click Inventory, then click Devices.
c.
On the Devices list, in the row that contains the required device, select the check box.
2.
Select an action in the Actions drop-down list.
NOTE: If no Device Actions have been created, the Actions drop-down list does not appear.
TIP: Assigning devices to a user (Choose Action > Assign To) causes all of the assigned devices to appear listed for the selected user on the My Devices page in the User Console. When the user attempts to download and install software, they can select a target device, as required.
Related Documents

The document was helpful.

Select Rating

I easily found the information I needed.

Select Rating