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KACE Systems Management Appliance 13.2 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 Managing 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 Manage quarantined file attachments
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

Configuring ticket settings

Configuring ticket settings

Customize the Ticket Detail page

Each Service Desk ticket queue has default settings for new tickets, and you can configure those settings and add custom fields as needed.

Typical custom fields include:

•
Problem-related information: Symptoms, how long the problem has been occurring, or other components that might contribute to the problem.
•
Software-related information: Manufacturer, version, purpose, and installation date of the software.
•
Service Desk staff-only information: Information that can be used for diagnosing, reporting, or planning purposes, such as “vendor contact for escalation,” “root cause,” or “previously fixed.”
•
Custom ticket characteristics: Categories, Statuses, Priorities, and Impacts.

You can add or change these fields at any time, and the number of fields is restricted only by the number of columns that you can have in a database table. However, you cannot remove fields if they are used by tickets. To remove a field that is in use, change the tickets to use a different field, then remove the field.

Customize the Ticket Detail page

Customize the Ticket Detail page

You can customize the Ticket Detail page for queues as needed. If you have multiple queues, you can customize the Ticket Detail page for each queue separately.

Service Desk has the following configurable ticket settings:

Setting

Available Values

Category
•
Software
•
Hardware
•
Network
•
Other (default)

Status
•
New (default)
•
Open
•
Closed
•
Need more info

Impact
•
Many people cannot work
•
Many people inconvenienced
•
1 person can’t work (default)
•
1 person inconvenienced

Priority
•
High
•
Medium (default)
•
Low

States
•
Open (default)
•
Closed
•
Stalled
1.
Go to the Service Desk Queue Detail page:
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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Queues.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
Add the All Ticket Owners label to the Owner Label field:
a.
In the Owner Label field, click Manage Associated Labels.
b.
In the Select Labels dialog, drag All Ticket Owners to the Restrict Owners To field, then click OK.
For more information about this label, see Add an All Ticket Owners label.
c.
Click Save.
3.
In the Ticket Defaults section, click Customize These Values to display the Queue Customization page.
4.
In the Category Values section, click the Add button in the column heading to add a category: .
Editable fields appear for the new value.
5.
Specify the following settings:

Field

Description

Name

The text that appears in the drop-down list. By default, this text is Please select a category: This instructs users to select the category of the ticket.

Default Owner

Select DefaultTicketOwners.

CC List

Select none to prevent the CC List from being displayed on tickets. Because DefaultTicketOwners is the default owner, all potential ticket owners receive email notifications when a ticket is created.

User Settable

Make this category visible to users. When cleared, the appliance allows only the Service Desk staff users to see this category.

Use this setting to present a simplified list of values to users and to provide a comprehensive list to your administrators and Service Desk staff. Users might see these categories as their tickets are processed, but they cannot set or change them.

6.
Click Save.
* 
NOTE: You can add ticket categories at any time. See Create ticket categories and subcategories.
7.
For the remaining categories in Category Values, click the Edit button: .
8.
Make the following changes:
a.
In the Default Owner column, select DefaultTicketOwners to make this user account the default owner of all of these categories.
For more information about this account, see Create the DefaultTicketOwners account.
b.
Remove anything in the CC List.
c.
Click Save.
9.
Create additional status values:
a.
In the Status Values section, click the Add button: .
The editable fields appear for the new value.
b.
In the Name column, type Waiting on end user, then in the State column, select Stalled.
c.
Click Save.
d.
In the Status Values section, click the Add button: .
e.
In the Name column, type Waiting on Service Desk Staff, then in the State column, select Stalled, then click Save .
f.
In the Status Values section, click the Add button: .
g.
In the Name column, type Reopened, then in the State column, select Opened, then click Save.
* 
NOTE: Only tickets with an Opened state can be escalated. See Using the ticket escalation process.
10.
Create a Critical priority with an escalation time of 15 minutes:
a.
In the Priority Values section, click the Add button: .
The editable fields appear for the new value.
b.
In the Name column, type Critical, then in the Escalation Time column, select 15 minutes.
c.
Click Save.
11.
Change the Escalation Time for High priority to 1 hour, and select the color you want to use to identify high priority tickets.
12.
Click the Save button at the bottom of the page.

Customizing the User Console home page

Customizing the User Console home page

Change the User Console logo and text at the System level
Change the User Console logo and login text at the Admin-level
Show or hide action buttons and widgets on the User Console home page
Show or hide links to Knowledge Base articles on the User Console home page
Add, edit, hide, or delete User Console announcements
Prioritize User Console announcements or mark an announcement as urgent
Add, edit, or delete custom links on the User Console home page
Add ticket links to the User Console home page
Add a quick-action link for reporting problems on the User Console home page
About the session timeout period

You can customize the logo, title, welcome message, announcements, and links that appear on the User Console home page to match your company branding, policies, and communication requirements.

Change the User Console logo and text at the System level

Change the User Console logo and text at the System level

If the Organization component is enabled on your appliance, you can change the title, welcome text, and logo of the User Console at the System level.

The logos selected at the System level are used for every organization unless you configure the organization settings separately at the Admin level. See Change the User Console logo and login text at the Admin-level.

1.
Go to the System-level General Settings page:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Settings, then click Control Panel.
c.
On the Control Panel, click General Settings.
2.
In the User Console section, customize the text in the following fields:

Option

Description

Title

The heading that appears on the User Console login page.

Welcome Message

A welcome note or description of the User Console. This text appears following the title on the User Console login page.

3.
To use custom User Console logo and background color, in the Login Screen Options sections, provide the following information.

Option

Description

User Console Login Background Color

Click and use the color chooser to specify the color that you want to appear in the background of the User Console login screen. You can select the color using the mouse, or specify the RGB values, as needed. When you close the color chooser, the HTML Color Code field on the right displays the HTML code of the selected color. To undo your selection, click Reset and start over.

* 
NOTE: The color chooser is not supported in Internet Explorer 11.

User Console Logo

In each applicable section, click Choose File, and specify the graphic file that you want to use as the custom logo in the User Console.

The supported graphic file formats are .bmp, .gif, .jpg, and .png

4.
Click Save and Restart Services.
The default Home page and a customized version appear in the following figures.
Figure 12. Default logoUser Console Home page

The image of the default User Console Home page shows the Dell logo in the upper left

Figure 13. Custom logo onUser Console Home page

The image of the custom User Console Home page includes the custom logo in place of the default Dell logo

Figure 14. Default report logo

The image of the default report displays the Dell logo in the upper left.

Figure 15. Custom report logo

The image of the custom report includes the custom logo in place of the default Dell logo

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