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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

Run scripts from the Scripts page

Run scripts from the Scripts page

You can run scripts from the Scripts page.

1.
Go to the Scripts 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 Scripting, then click Scripts.
2.
Select the check box next to one or more scripts.
3.
Select Choose Action > Run Now.
The Run Now Status page appears.

Monitor Run Now status and view script details

Monitor Run Now status and view script details

You can view the status of scripts that have been started using the Run Now command and access script details.

Ensure that firewall settings do not block the KACE Agent from listening on port 443.

The Run Now command communicates over port 443. Scripts might fail to deploy if firewall settings block the KACE Agent from listening on that port. For more information about port requirements, see Verifying port settings, NTP service, and website access.

1.
Go to the Run Now Status 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 Scripting, then click Run Now Status.
2.
Review the information on the Run Now Status list.
Information on this page includes:
◦
Started: The time the Run Now command was issued.
◦
Name: The name of the script. Click this script name to view the Run Now Detail page.
◦
Targeted: The number of devices on which the script is scheduled to run.
◦
Pushed, Running, Pending: The number of devices on which the script is attempting to run.
◦
Succeeded, Failed, Completed: The number of devices on which the script has run.
◦
Success Rate: The percentage of scripts that ran successfully on target devices.

The numbers in the Pushed, Running, Pending, Succeeded, Failed, and Completed columns increment accordingly as the script is deployed to target devices. If errors occur in pushing the scripts to the selected devices, you can search the scripting logs to determine the cause. See Search the scripting logs.

3.
Click the link in the Started column of a script to display the Run Now Status Detail page.
Information on this page includes:
◦
Run Now Statistics: The results of a script that was pushed, the push failures, push successes, completed devices, running devices, and successes and failures in numbers and percentage.
◦
Failed Deployment: The devices that the appliance could not contact and therefore did not receive the policy. When the script is pushed, it might take some time for the device to complete a policy.
◦
Running: The devices that have received the policy but have not reported its results. After the policy runs, it reports either success or failure. The results are sorted under the appropriate section. Each individual device page also has the results of the Run Now events run on that device.
◦
Failed Execution: The devices on which the script failed.
◦
Successful Execution: The devices on which the script ran successfully.

Edit policies and scripts

Edit policies and scripts

You can edit policies and scripts as needed.

1.
Go to the Script 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 Scripting, then click Scripts.
c.
Display the Script Detail page by doing one of the following:
▪
Click the name of a script.
▪
Select Choose Action > New.
2.
Change options for configuration, deployment, and scheduling.
See Add offline KScripts, online KScripts, or online shell scripts.

Search the scripting logs

Search the scripting logs

You can search for text strings in the scripting logs. If the organization component is enabled on your appliance, you search scripting logs for each organization separately.

When scripts run on managed devices, logs are created and uploaded to the appliance. You can search for text strings in the scripting logs, and apply labels to devices whose logs match the search text. You can then run actions on the labeled devices as needed.

1.
Go to the Search Scripting Logs 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 Scripting, then click Search Scripting Logs.
2.
In the Search for field, enter the search criteria or text string you want to find. Text strings must be at least four characters in length. Searches with shorter text strings result in zero matches.

Use the following operators when entering search criteria:

Operator

Function

+

Use a leading plus sign to find entries that include the text.

-

Use a leading minus sign to find entries that do not include the text.

*

Use a trailing asterisk to find logs that contain words that begin with the specified characters.

"

Enclose text in double quotes to find exact matches for the phrase.

3.
Select search criteria:

Option

Description

All uploaded logs

Search all available scripting logs. If the Organization component is enabled on the appliance, the search searches all logs for the selected organization.

* 
NOTE: Scripting logs are deleted during appliance upgrades. If the appliance has been upgraded, logs that were uploaded before the upgrade are no longer available.

Last uploaded logs

Search the most recent scripting logs. If the Organization component is enabled on the appliance, the search searches all logs for the selected organization.

Script

Search logs related to all scripts, or search only the specified script.

Log

Search all logs, or search only the specified log.

Label

Search for logs uploaded by all devices, or search for logs uploaded by devices associated with the specified label.

4.
Click Search.
The search results display the logs and the devices that have uploaded those logs.
5.
To apply a label to the devices that are displayed, select a label in the drop-down list under the search results.
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