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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

Configure ticket deletion settings

Configure ticket deletion settings

You can configure Service Desk ticket deletion settings for queues. If you have multiple queues, you can configure different settings for each queue.

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.
Click the name of a queue.
2.
In the User Preferences section, do one of the following:
◦
To prevent administrators and ticket owners from deleting tickets, clear the Allow Ticket deletion check box.
◦
To enable administrators and ticket owners to delete tickets, select the Allow Ticket deletion check box.
3.
Click Save.

Delete tickets

Delete tickets

If ticket deletion is enabled in the Service Desk queue settings, you can delete tickets as needed.

You have enabled ticket deletion for the queue. See Configure ticket deletion settings.

1.
Go to the Service Desk Tickets 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 Service Desk, then click Tickets.
2.
Select the check boxes next to one or more tickets.
3.
Select Choose Action > Delete, then click Yes to confirm.

Managing Service Desk ticket queues

Managing Service Desk ticket queues

About Service Desk ticket queues
Adding and deleting queues
Viewing tickets in queues
Setting the default queue
Set the default fields for the All Queues ticket list
Move tickets between queues
Bulk edit tickets in a queue

By default, Service Desk has a single ticket queue, and in many cases, a single queue is all an organization requires to function effectively. However, you can add, duplicate, and delete queues as needed. You can also create one or more ticket templates in a queue. If multiple templates exist in a queue, you must select one ticket template as the default template.

About Service Desk ticket queues

About Service Desk ticket queues

Service Desk tickets are stored in one or more queues on the appliance. Most organizations need only a single queue, but you can create and manage additional queues as needed.

Having multiple ticket queues is useful when:

•
You have different sets of tickets with different requirements. For example, if you use tickets for typical Service Desk tasks such as fixing device-related problems, and you also use tickets to keep track of problems with a fleet of automobiles, you can set up separate queues for each type of problem.
•
Service Desk staff are assigned to a specific set of tickets. For example, if your organization has offices in different cities, and each city has a Service Desk staff dedicated to that location, you can manage tickets in separate queues. However, if your Service Desk staff handles multiple offices from a single location, a single queue is sufficient.

For information about configuring ticket queues, see Configuring Service Desk ticket queues.

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