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KACE Systems Management Appliance 12.1 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 Review and configure user notifications 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 Deploying the KACE Agent to managed devices 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 Managing Linux package upgrades 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

Manage the KACE Agent on Mac devices using the menu bar

Performing other Agent operations on Mac devices

You can run commands on Agent-managed Mac devices to perform various operations.

Start or stop the Agent on Mac devices

You can run commands on Mac devices to start and stop the Agent. This procedure is useful in troubleshooting Agent-related issues.

Open a terminal window from Applications > Utilities.
Manually remove the Agent from Mac devices

You can remove the Agent from Mac devices manually by running commands on the devices.

Open a terminal window from Applications > Utilities.

The Agent is removed.

Verify that the Agent is running on Mac devices

You can run a command on Mac devices to determine whether the Agent is running.

Open a terminal window from Applications > Utilities.

root 2159 0.0 1.1 94408 12044 p2 S 3:26PM 0:10.94 /Library/Application Support/Quest/KACE/AMPAgent

Verify the version of the Agent on Mac devices

You can run a command on Mac devices to verify the version of the Agent installed on those devices.

Open a terminal window from Applications > Utilities.

The version number is displayed.

Collecting inventory information from Mac devices

You can manually collect information from Mac devices by forcing inventory updates.

See Forcing inventory updates.

Manage the KACE Agent on Mac devices using the menu bar

You can view the status of the KACE Agent, force inventory, and display agent information using the Mac menu bar.

To access the KACE Agent status using the Mac menu bar, you must enable the Agent Status On Device option in the Agent and Communication Settings section. For more information, see Configure Agent communication and log settings.

: The agent is connected to the appliance.
: The agent is snoozed.
: The agent has pending actions.
: The agent is disconnected from the appliance.
To restart the agent, click Restart Agent in the menu.
To temporarily suspend the agent's activity during a specific time period, click Snooze Agent, and select a time period in the menu. You can snooze the agent for 15 minutes, 30 minutes, one hour, or two hours.
NOTE: You can only snooze the agent if the Agent Snooze on Device option is enabled in the Agent and Communication Settings section on the appliance, and if the maximum number of snoozes is not reached. For more information, see Configure Agent communication and log settings.
To access any agent-related links, click Shortcuts in the menu, and then click a link, as applicable. Any standard Uniform Resource Identifier (URI) links are supported, such as https, ssh, and ftp URLs.

Viewing information collected by the Agent

Viewing information collected by the Agent

You can view inventory information collected by the Agent on the Device Detail page.

See Managing inventory information.

Using Agentless management

Using Agentless management

Use Agentless device management if you want to manage devices without the need to deploy and maintain the KACE Agent software on those devices.

About Agentless device management

About Agentless device management

Agentless device management is a method of managing devices without the need to deploy and maintain the KACE Agent software on those devices.

Agentless management uses SSH, SNMP, and other methods to connect to Agent-intolerant devices, such as printers, network devices, and storage devices, and report the collected inventory information to the appliance Administrator Console. Using Agentless management is useful for operating system versions and distributions that are not supported by the KACE Agent, and where Agentless management is preferred over installing the Agent.

There are some differences between the features that are supported for Agent devices and Agentless devices. See Features available for each device management method.

Operating systems supported by Agentless management

Agentless management supports a variety of device operating systems.

The following table shows the device operating systems that are supported by Agentless management:

Operating system


Chrome OS




Mac OS X

Oracle Enterprise Linux

Red Hat Enterprise Linux*





Windows Server

*Most recent versions can also be managed with the KACE Agent.

About enabling Agentless management on Agent-managed devices

Agentless management can be enabled for any discovered device, including devices that have the KACE Agent installed.

However, using both methods for managing a single device is not recommended. If both methods are enabled for a device, both the device, and its software, appear twice on inventory lists. As a result, it is better to not to enable Agentless management on Agent-managed devices.

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