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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


KACE GO is an app that enables administrators to access Service Desk tickets, inventory information, and application deployment features from their smart phones or tablets. The app also allows non-admin users to submit Service Desk tickets, view the status of submitted tickets, and read Knowledge Base articles from their mobile devices. You can download KACE GO from the Apple App Store for iOS devices, or from the Google Play Store for Android devices.

See Configuring Mobile Device Access.


Not Allowed applications are applications that have been marked as Not Allowed on the Software Catalog page. Windows and Mac applications can be marked as Not Allowed only if they are classified as Discovered, Not Discovered, or Locally Cataloged applications. Applications that are Uncataloged cannot be marked as Not Allowed until they are added to the Software Catalog. Applications that are marked as Not Allowed can be blocked from running on managed devices if those devices have an Application Control-enabled label applied to them. See Using Application Control.

The appliance checks inventory against the criteria in the notification schedules at the specified frequency. When an item meets the criteria, the appliance sends email to the specified recipients.

Messages that are sent through email based on selected criteria and at scheduled intervals. See Scheduling notifications.


See Creating and managing organizations.

There are two types of organization filters:

Data Filter: Assigns devices to organizations automatically, based on search criteria. When devices are inventoried, they are assigned to the organization if they meet the criteria. This filter is similar to Smart Labels in that it assigns devices to organizations automatically if they match specified criteria.
LDAP Filter: Assigns devices to organizations automatically based on LDAP or Active Directory interaction. When devices are inventoried, the query runs against the LDAP server. If devices meet the criteria, they are automatically assigned to the organization.

OVAL is compatible with the Common Vulnerabilities and Exposures (CVE) list. CVE content is determined by the CVE Editorial Board, which is composed of experts from the international information security community. New information about security vulnerabilities discussed on the Community Forum is sent to the CVE Initiative for possible addition to the list. For more information about CVE, MITRE Corporation, or the OVAL Board, go to

The ability to describe vulnerabilities and exposures in a common language makes it easier to share security data with other CVE-compatible databases and tools.

See Understanding OVAL tests and definitions.


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