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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

Managing provisioning schedules

Managing provisioning schedules

To streamline the Agent installation process, you can add provisioning schedules that specify how and when to install the KACE Agent on devices. You can add, view, edit, run, duplicate, and delete provisioning schedules.

View, run, edit, or duplicate provisioning schedules

You can view provisioning schedule status and other details on the Provisioning Schedules page. From this page you can also run and edit provisioning schedules as needed.

When you duplicate provisioning schedule, its properties are copied into the new configuration. If you are creating a configuration that is similar to an existing configuration, starting with a duplicated schedule can be faster than creating a configuration from scratch.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.

Option

Description

Name

The name of the provisioning schedule (links to the Provisioning Schedule Detail page).

Targeted

The total number of target devices in the configuration (links to the Provisioning Results page).

Running

The total number of target devices on which provisioning is running (links to the Provisioning Results page).

Pending

The total number of target devices on which provisioning has not yet started (links to the Provisioning Results page).

Succeeded

The total number of target devices on which provisioning has succeeded (links to the Provisioning Results page).

Failed

The total number of target devices on which provisioning has failed (links to the Provisioning Results page).

Success Rate

The total number of target devices on which provisioning has succeeded as a percentage.

IP Range

The IP address range of the target device.

Schedule

The specified provisioning schedule. For example: Everyn minutes, Every n hours, or Never.

Enabled

Whether the configuration is enabled or disabled. A check mark indicates that the provisioning schedule is enabled.

b.
Select Choose Action > Run Now.
b.
Edit the provisioning schedule on the schedule's Provisioning Schedule Detail page, and click Save.
b.
In the Advanced section, click Duplicate to display the Provisioning Schedules page with the new schedule listed as Copy of Schedule Name.
Delete provisioning schedules

You can delete provisioning schedules when you want to remove schedules from the appliance.

When provisioning schedules are deleted, results associated with those schedules are also deleted. Devices provisioned using the schedules, however, are not removed from inventory.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.
3.
Select Choose Action > Delete, then click Yes to confirm.
View provisioning results

You can view the results of actions performed by provisioning schedules.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.
2.
Click a link in the Running, Pending, Succeeded, or Failed column.
The Provisioning Results page appears with the following information:

Item

Description

Status

The status of the Agent connection to the appliance:

: An Agent-managed device is connected to the appliance.

: An Agent-managed device is not connected to the appliance.

Schedule Name

The name of the provisioning schedule.

IP Address

The IP address of the target device.

Hostname

The hostname of the target device. Click the Remote Connection button to open a Remote Desktop Connection to the target device (Microsoft Edge only):

Result

The status of the most recent provisioning attempt.

Action

I indicates a successful installation.

U indicates a successful uninstallation.

Error

The failure error, such as TCP ports not accessible.

Last Run

The last time the schedule ran.

The KACE Agent Provisioning page appears.

This page displays the results of the most recent provisioning run and includes information such as the IP address, port configuration, and the logs of each provisioning step.

4.
To view inventory information, click the [computer inventory] link next to the MAC address.
NOTE: The [computer inventory] link appears only if the provisioning process can match the MAC address of the target device with the current inventory data. See Managing MIA devices.

View, run, edit, or duplicate provisioning schedules

Managing provisioning schedules

To streamline the Agent installation process, you can add provisioning schedules that specify how and when to install the KACE Agent on devices. You can add, view, edit, run, duplicate, and delete provisioning schedules.

View, run, edit, or duplicate provisioning schedules

You can view provisioning schedule status and other details on the Provisioning Schedules page. From this page you can also run and edit provisioning schedules as needed.

When you duplicate provisioning schedule, its properties are copied into the new configuration. If you are creating a configuration that is similar to an existing configuration, starting with a duplicated schedule can be faster than creating a configuration from scratch.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.

Option

Description

Name

The name of the provisioning schedule (links to the Provisioning Schedule Detail page).

Targeted

The total number of target devices in the configuration (links to the Provisioning Results page).

Running

The total number of target devices on which provisioning is running (links to the Provisioning Results page).

Pending

The total number of target devices on which provisioning has not yet started (links to the Provisioning Results page).

Succeeded

The total number of target devices on which provisioning has succeeded (links to the Provisioning Results page).

Failed

The total number of target devices on which provisioning has failed (links to the Provisioning Results page).

Success Rate

The total number of target devices on which provisioning has succeeded as a percentage.

IP Range

The IP address range of the target device.

Schedule

The specified provisioning schedule. For example: Everyn minutes, Every n hours, or Never.

Enabled

Whether the configuration is enabled or disabled. A check mark indicates that the provisioning schedule is enabled.

b.
Select Choose Action > Run Now.
b.
Edit the provisioning schedule on the schedule's Provisioning Schedule Detail page, and click Save.
b.
In the Advanced section, click Duplicate to display the Provisioning Schedules page with the new schedule listed as Copy of Schedule Name.
Delete provisioning schedules

You can delete provisioning schedules when you want to remove schedules from the appliance.

When provisioning schedules are deleted, results associated with those schedules are also deleted. Devices provisioned using the schedules, however, are not removed from inventory.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.
3.
Select Choose Action > Delete, then click Yes to confirm.
View provisioning results

You can view the results of actions performed by provisioning schedules.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.
2.
Click a link in the Running, Pending, Succeeded, or Failed column.
The Provisioning Results page appears with the following information:

Item

Description

Status

The status of the Agent connection to the appliance:

: An Agent-managed device is connected to the appliance.

: An Agent-managed device is not connected to the appliance.

Schedule Name

The name of the provisioning schedule.

IP Address

The IP address of the target device.

Hostname

The hostname of the target device. Click the Remote Connection button to open a Remote Desktop Connection to the target device (Microsoft Edge only):

Result

The status of the most recent provisioning attempt.

Action

I indicates a successful installation.

U indicates a successful uninstallation.

Error

The failure error, such as TCP ports not accessible.

Last Run

The last time the schedule ran.

The KACE Agent Provisioning page appears.

This page displays the results of the most recent provisioning run and includes information such as the IP address, port configuration, and the logs of each provisioning step.

4.
To view inventory information, click the [computer inventory] link next to the MAC address.
NOTE: The [computer inventory] link appears only if the provisioning process can match the MAC address of the target device with the current inventory data. See Managing MIA devices.

Delete provisioning schedules

Managing provisioning schedules

To streamline the Agent installation process, you can add provisioning schedules that specify how and when to install the KACE Agent on devices. You can add, view, edit, run, duplicate, and delete provisioning schedules.

View, run, edit, or duplicate provisioning schedules

You can view provisioning schedule status and other details on the Provisioning Schedules page. From this page you can also run and edit provisioning schedules as needed.

When you duplicate provisioning schedule, its properties are copied into the new configuration. If you are creating a configuration that is similar to an existing configuration, starting with a duplicated schedule can be faster than creating a configuration from scratch.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.

Option

Description

Name

The name of the provisioning schedule (links to the Provisioning Schedule Detail page).

Targeted

The total number of target devices in the configuration (links to the Provisioning Results page).

Running

The total number of target devices on which provisioning is running (links to the Provisioning Results page).

Pending

The total number of target devices on which provisioning has not yet started (links to the Provisioning Results page).

Succeeded

The total number of target devices on which provisioning has succeeded (links to the Provisioning Results page).

Failed

The total number of target devices on which provisioning has failed (links to the Provisioning Results page).

Success Rate

The total number of target devices on which provisioning has succeeded as a percentage.

IP Range

The IP address range of the target device.

Schedule

The specified provisioning schedule. For example: Everyn minutes, Every n hours, or Never.

Enabled

Whether the configuration is enabled or disabled. A check mark indicates that the provisioning schedule is enabled.

b.
Select Choose Action > Run Now.
b.
Edit the provisioning schedule on the schedule's Provisioning Schedule Detail page, and click Save.
b.
In the Advanced section, click Duplicate to display the Provisioning Schedules page with the new schedule listed as Copy of Schedule Name.
Delete provisioning schedules

You can delete provisioning schedules when you want to remove schedules from the appliance.

When provisioning schedules are deleted, results associated with those schedules are also deleted. Devices provisioned using the schedules, however, are not removed from inventory.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.
3.
Select Choose Action > Delete, then click Yes to confirm.
View provisioning results

You can view the results of actions performed by provisioning schedules.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.
2.
Click a link in the Running, Pending, Succeeded, or Failed column.
The Provisioning Results page appears with the following information:

Item

Description

Status

The status of the Agent connection to the appliance:

: An Agent-managed device is connected to the appliance.

: An Agent-managed device is not connected to the appliance.

Schedule Name

The name of the provisioning schedule.

IP Address

The IP address of the target device.

Hostname

The hostname of the target device. Click the Remote Connection button to open a Remote Desktop Connection to the target device (Microsoft Edge only):

Result

The status of the most recent provisioning attempt.

Action

I indicates a successful installation.

U indicates a successful uninstallation.

Error

The failure error, such as TCP ports not accessible.

Last Run

The last time the schedule ran.

The KACE Agent Provisioning page appears.

This page displays the results of the most recent provisioning run and includes information such as the IP address, port configuration, and the logs of each provisioning step.

4.
To view inventory information, click the [computer inventory] link next to the MAC address.
NOTE: The [computer inventory] link appears only if the provisioning process can match the MAC address of the target device with the current inventory data. See Managing MIA devices.

View provisioning results

Managing provisioning schedules

To streamline the Agent installation process, you can add provisioning schedules that specify how and when to install the KACE Agent on devices. You can add, view, edit, run, duplicate, and delete provisioning schedules.

View, run, edit, or duplicate provisioning schedules

You can view provisioning schedule status and other details on the Provisioning Schedules page. From this page you can also run and edit provisioning schedules as needed.

When you duplicate provisioning schedule, its properties are copied into the new configuration. If you are creating a configuration that is similar to an existing configuration, starting with a duplicated schedule can be faster than creating a configuration from scratch.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.

Option

Description

Name

The name of the provisioning schedule (links to the Provisioning Schedule Detail page).

Targeted

The total number of target devices in the configuration (links to the Provisioning Results page).

Running

The total number of target devices on which provisioning is running (links to the Provisioning Results page).

Pending

The total number of target devices on which provisioning has not yet started (links to the Provisioning Results page).

Succeeded

The total number of target devices on which provisioning has succeeded (links to the Provisioning Results page).

Failed

The total number of target devices on which provisioning has failed (links to the Provisioning Results page).

Success Rate

The total number of target devices on which provisioning has succeeded as a percentage.

IP Range

The IP address range of the target device.

Schedule

The specified provisioning schedule. For example: Everyn minutes, Every n hours, or Never.

Enabled

Whether the configuration is enabled or disabled. A check mark indicates that the provisioning schedule is enabled.

b.
Select Choose Action > Run Now.
b.
Edit the provisioning schedule on the schedule's Provisioning Schedule Detail page, and click Save.
b.
In the Advanced section, click Duplicate to display the Provisioning Schedules page with the new schedule listed as Copy of Schedule Name.
Delete provisioning schedules

You can delete provisioning schedules when you want to remove schedules from the appliance.

When provisioning schedules are deleted, results associated with those schedules are also deleted. Devices provisioned using the schedules, however, are not removed from inventory.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.
3.
Select Choose Action > Delete, then click Yes to confirm.
View provisioning results

You can view the results of actions performed by provisioning schedules.

1.
Go to the Provisioning Schedules 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 Settings, then click Provisioning.
c.
On the Provisioning Panel, click Schedules.
2.
Click a link in the Running, Pending, Succeeded, or Failed column.
The Provisioning Results page appears with the following information:

Item

Description

Status

The status of the Agent connection to the appliance:

: An Agent-managed device is connected to the appliance.

: An Agent-managed device is not connected to the appliance.

Schedule Name

The name of the provisioning schedule.

IP Address

The IP address of the target device.

Hostname

The hostname of the target device. Click the Remote Connection button to open a Remote Desktop Connection to the target device (Microsoft Edge only):

Result

The status of the most recent provisioning attempt.

Action

I indicates a successful installation.

U indicates a successful uninstallation.

Error

The failure error, such as TCP ports not accessible.

Last Run

The last time the schedule ran.

The KACE Agent Provisioning page appears.

This page displays the results of the most recent provisioning run and includes information such as the IP address, port configuration, and the logs of each provisioning step.

4.
To view inventory information, click the [computer inventory] link next to the MAC address.
NOTE: The [computer inventory] link appears only if the provisioning process can match the MAC address of the target device with the current inventory data. See Managing MIA devices.
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