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KACE Systems Management Appliance 14.0 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 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 Configuring Content Security Policy
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 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 Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with 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

Examples of common deployments on Windows

Examples of common deployments on Windows

Standard MSI example
Standard EXE example

The most common Managed Installation package deployments are MSI, EXE, and ZIP files.

Standard MSI example

Using MSI files is an easy, self-contained way to deploy software to Windows devices. If your MSI file requires no special transformation or customization, the deployment is straightforward.

MSI files require a /i switch when using other switches with an install.

The appliance parameter line does not require the filename or msiexec syntax. Only the /* input is required:

/qn /I (Correct)

msiexec /I /qn (Incorrect)

* 
NOTE: To use parameters with MSI files, all your target devices must have the same version of Windows Installer (available from Microsoft). Some switches might not be active on older versions. The most up-to-date version of Windows Installer can be distributed to devices from the appliance.
Tip:
 
TIP: If you are using Windows Installer 3.0 or higher, you can identify the supported parameters by selecting the Run program available from the Start menu. Enter msiexec in the pop-up window. A window that shows the supported parameters list appears.
Standard EXE example

EXE files are similar to MSI files with one exception.

EXE files differ from MSI files as follows: /I is not required in the Run Parameters line when using an EXE file.

When using an executable file, it is often helpful to identify switch parameters for a quiet or silent installation. To switch parameters, specify /? in the Run Parameters field.

Standard MSI example

Examples of common deployments on Windows

Standard MSI example
Standard EXE example

The most common Managed Installation package deployments are MSI, EXE, and ZIP files.

Standard MSI example

Using MSI files is an easy, self-contained way to deploy software to Windows devices. If your MSI file requires no special transformation or customization, the deployment is straightforward.

MSI files require a /i switch when using other switches with an install.

The appliance parameter line does not require the filename or msiexec syntax. Only the /* input is required:

/qn /I (Correct)

msiexec /I /qn (Incorrect)

* 
NOTE: To use parameters with MSI files, all your target devices must have the same version of Windows Installer (available from Microsoft). Some switches might not be active on older versions. The most up-to-date version of Windows Installer can be distributed to devices from the appliance.
Tip:
 
TIP: If you are using Windows Installer 3.0 or higher, you can identify the supported parameters by selecting the Run program available from the Start menu. Enter msiexec in the pop-up window. A window that shows the supported parameters list appears.
Standard EXE example

EXE files are similar to MSI files with one exception.

EXE files differ from MSI files as follows: /I is not required in the Run Parameters line when using an EXE file.

When using an executable file, it is often helpful to identify switch parameters for a quiet or silent installation. To switch parameters, specify /? in the Run Parameters field.

Standard EXE example

Examples of common deployments on Windows

Standard MSI example
Standard EXE example

The most common Managed Installation package deployments are MSI, EXE, and ZIP files.

Standard MSI example

Using MSI files is an easy, self-contained way to deploy software to Windows devices. If your MSI file requires no special transformation or customization, the deployment is straightforward.

MSI files require a /i switch when using other switches with an install.

The appliance parameter line does not require the filename or msiexec syntax. Only the /* input is required:

/qn /I (Correct)

msiexec /I /qn (Incorrect)

* 
NOTE: To use parameters with MSI files, all your target devices must have the same version of Windows Installer (available from Microsoft). Some switches might not be active on older versions. The most up-to-date version of Windows Installer can be distributed to devices from the appliance.
Tip:
 
TIP: If you are using Windows Installer 3.0 or higher, you can identify the supported parameters by selecting the Run program available from the Start menu. Enter msiexec in the pop-up window. A window that shows the supported parameters list appears.
Standard EXE example

EXE files are similar to MSI files with one exception.

EXE files differ from MSI files as follows: /I is not required in the Run Parameters line when using an EXE file.

When using an executable file, it is often helpful to identify switch parameters for a quiet or silent installation. To switch parameters, specify /? in the Run Parameters field.

Create Managed Installations for ZIP files

Create Managed Installations for ZIP files

Deploying software using a ZIP file is a convenient way to package software when multiple files are required to deploy a title.

For example, a software title might require a setup.exe file, configuration files, and data files. If you have a CD-ROM that contains a group of files required to install a particular application, you can package them together in a ZIP file and upload them to the appliance for deployment.

* 
NOTE: The KACE Agent automatically runs deployment packages with MSI and EXE extensions.
NOTE: In addition, you can create a ZIP archive that contains many files and direct the appliance to unpack the archive and run a specific file. Place the name of the file that you want to run in the command (executable) field within the deployment package (for example, runthis.exe).

To distribute applications to managed devices, you must attach the digital assets, which are the files required for installation, to applications. In addition, you must select the supported operating systems for applications. See Attach digital assets to applications and select supported operating systems.

1.
Browse to the location that contains the necessary installation files, select all the files and create a ZIP file using a utility such as WinZIP®.
2.
Log in to the appliance Administrator Console.
3.
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.
4.
Create an inventory item for the target deployment.
You can do this manually from the Inventory > Software page or by installing the package on a device that regularly connects to the appliance. See About the Software page.
5.
Associate the ZIP file with the inventory item and upload it to the appliance:
a.
On the left navigation bar, click Distribution, then click Managed Installations.
b.
Select Choose Action > New.
c.
Select the application title that the ZIP file is associated with from the Software drop-down list. To see all application titles, clear the check box Only display records with an associated file.
6.
In the Additional Parameters field, specify the complete command with arguments.
For example: setup.exe /qn
7.
Specify additional settings as needed.
See Create Managed Installations for Windows devices.
8.
Click Save.
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