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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

Adding devices manually in the Administrator Console or by using the API

Adding devices manually in the Administrator Console or by using the API

You can add devices to inventory manually, either within the Administrator Console or by using the inventory API (application programming interface).

Adding devices manually is useful when you want to track device information, but you do not want to manage devices by installing the KACE Agent or using Agentless management.

Inventory for manual devices must be updated or uploaded manually. The appliance does not receive scheduled inventory updates from manual devices.

About managing devices

About managing devices

Managing devices is the process of using the appliance to collect and maintain information about devices on your network and performing tasks such as monitoring device status, creating reports, and so on.

To add devices to the appliance inventory, you can:

Install the KACE Agent on devices. Devices are automatically added to inventory after the Agent is installed on them and the Agent reports inventory to the appliance. See Provisioning the KACE Agent.
Enable Agentless management for devices. Agentless management is especially useful for devices that cannot have the KACE Agent installed, such as devices with unsupported operating systems. See Managing Agentless devices.

For information about the features available to devices, see Features available for each device management method.

Tracking changes to inventory settings

Tracking changes to inventory settings

If History subscriptions are configured to retain information, you can view the details of the changes made to settings, assets, and objects.

This information includes the date the change was made and the user who made the change, which can be useful during troubleshooting. See About history settings.

About inventory change history

Change history for devices begins when there is a change to the information collected during the first report.

The first time a managed device reports inventory to the appliance, the information is considered to be a baseline report. As such, it is not recorded in the change history.

Add devices manually with the Administrator Console

Add devices manually with the Administrator Console

You can add devices to the appliance inventory manually by entering device information on the Device Detail page.

Once created, manual records are not touched or modified by the appliance or Agents. Subsequently, the fields in a manual record can only be updated manually by an administrator.

Go to the Devices list:
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 Inventory, then click Dashboard.
Select Choose Action > New > Manual Device to display the Device Detail page.
Under Import device.xml, click Choose File to find and import an XML file that includes device inventory information. See Valid XML schema for Windows and Upload an XML file using the Administrator Console.

In the Summary section, enter a Name for the device, then skip to step 10.

In the Summary section, provide the following information:



Database field

System Name

The hostname or IP address of the device.


System Description

A description of the device.



The device model.


Chassis Type

The type of device, such as desktop or laptop.


IP Address

The IP address of the device.



The device’s Media Access Control (MAC) address number.


OS Name

The operating system of the device, such as Windows, Mac OS X, or Linux.


Service Pack

The service pack version number (Windows only).


Device Timezone

The KACE Agent installed on the device uses this timezone.



A user associated with this device.



The domain of the device.



Any additional information you want to provide.


In the Hardware section, provide the following information:



Database field

RAM Maximum

The maximum amount of random-access memory (RAM) available.


RAM Total

The total amount of random-access memory (RAM) on the device.


RAM Used

The amount of random-access memory (RAM) in use on the device.


System Manufacturer

The device manufacturer.


System Model

The device model.


Service Tag

Information used to identify device service.


Asset Tag

Information used to identify device hardware.


Motherboard Primary Bus

The main bus.


Motherboard Secondary Bus

The peripheral bus.



The architecture of the device operating system, such as x86 or x64.


Virtual Device

Used to identify devices that are virtual, such as devices running on VMware platforms. Not displayed for physical devices, such as laptops and servers.



The CPU count, type, and manufacturer.


CD/DVD Drives

The configuration of CD-ROM and DVD-ROM drives installed on the device.


Sound Devices

Information about audio devices on the device.



The type and manufacturer of the monitor attached to the device. This field is not displayed for virtual devices.


Video Controllers

Information about video controllers on the device.



The BIOS name.


BIOS Release Date

The date the BIOS version was released.


BIOS Version

The BIOS version.


BIOS Manufacturer

The BIOS manufacturer.


BIOS Description

The BIOS description.


BIOS Identification Code

The BIOS identification code.


BIOS Serial Number

The BIOS serial number.


In the Printers section, specify printer information related to the device.
In the Agent section, specify the version number of the KACE Agent installed on the device.
In the User section, provide user information.



Database field

User Logged

The user currently logged in to the device. This entry includes the username and the domain to which the user belongs.


User Fullname

The full name of the user who owns the device.


User Domain

The domain to which the user belongs.


Last User

The name of the most recent user who logged in to the device. Some devices might have multiple users.


In the Operating System section, provide information about the operating system installed on the device.



Database field

Operating System Version

The version number of the operating system.


Operating System Build Version

The build number of the operating system.



The number of the operating system.


Operating System Major Version

The number that identifies the major version of the operating system.


Operating System Minor Version

The number that identifies the minor version of the operating system.


Minor Version (2)

Additional operating system version information.


Internet Explorer Version

The version of Internet Explorer installed on the device.


.NET Versions

The version or versions of .NET installed on the device.


Operating System Architecture

The architecture of the device operating system, such as x86 or x64.


Operating System OS Name

The name of the device operating system.


Edge Version

The version of Microsoft Edge installed on the device.



The product family of the operating system.


Service Pack

Operating System Installed On

The date the operating system was installed.


Last Startup

The last time the operating system was turned off.


Last System Shutdown

The last time the operating system was turned off.


Uptime Since Last Reboot

The length of time the operating system has been running.



The domain of the device.


System Directory

The location of the system directory.


Registry Size

The size of the registry.


Registry Maximum Size

The maximum size of the registry.


WMI Status

The status of the Windows Management Instrumentation (WMI) service (Windows Devices only).


Click Save.

The manual device icon appears in the device’s Status column on the Devices page: . Inventory for manual devices must be updated manually.

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