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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

About the Service Desk Dashboard widgets

About the Service Desk Dashboard widgets

Service Desk Dashboard widgets provide overviews of Service Desk tickets for the organization or appliance, as selected.

This section describes the widgets available on the Service Desk Dashboard. If the Organization component is enabled on your appliance, the widgets show the information for the selected organization at the Admin level and for the appliance at the System level.

This dashboard provides a high-level overview of your device usage. Use it to quickly review the state of your devices and look for any indicators that can improve your ticket management. For example, you can see the numbers of active or overdue tickets per owner.

The title, chart type, and grouping of items in some widgets can be updated. The grouping options vary slightly between these widgets.

Widget

Description

Shortcuts

This widget contains links to common Service Desk actions. Use them to quickly initiate specific tasks, such as creating a new KB (Knowledge Base) article, scheduling a report, and so on.

Views

This widget contains links to common Service Desk pages and wizards, including any custom views that you created. Use them to quickly navigate to specific pages, such as My Recent Tickets, All Unassigned Tickets, and Tickets Due Today. It also displays link to custom views, as applicable. The list of custom views is sorted alphabetically. If you want the custom views to appear in a specific order, you can prefix their names with numbers, as needed.

Reports

This widget contains links to common Service Desk reports. Use them to quickly generate a specific report, such as Open Tickets last 7 days by Owner, Stalled/Open Tickets by Owner, and others.

Tickets Opened Today

This widget contains the number of Service Desk tickets that were opened today.

Active Tickets By Owner

These widgets display the numbers of active, closed, overdue, overdue today, due, due today, or reopened Service Desk tickets, grouped into any of the following categories:

•
Category
•
Priority
•
Owner
•
Queue
•
Range

The resulting data can appear in a Bar Chart or a Donut Chart.

To change the widget title, choose how you want to group the tickets, or select the chart type, click in the widget. In the dialog box that appears, make your edits and click Save.

Active Tickets By Category

Active Tickets By Priority

Active Tickets

Closed Tickets

Overdue Tickets

Overdue Tickets By Owner

Overdue Tickets Today

Tickets Due Today

Reopened Tickets

Average Ticket Resolution Time

This widget displays the average number of days the ticket resolution takes over that last 30 days, grouped into any of the following categories:

•
Category
•
Priority
•
Owner
•
Queue
•
Month

The resulting data can appear in a Bar Chart or a Donut Chart.

To change the widget title, choose how you want to group the tickets, or select the chart type, click in the widget. In the dialog box that appears, make your edits and click Save.

Tickets Overdue

This widget displays the number of Service Desk tickets that are currently overdue.

Customize the Service Desk Dashboard

Customize the Service Desk Dashboard

You can customize the Service Desk Dashboard to show or hide widgets as needed.

These widgets are also all available in the Home dashboard, if they are installed.

1.
Go to the Service Desk Dashboard.
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 Dashboard.
2.
Hover over the widget, then use any of the following buttons:
◦
: Refresh the information in the widget.
◦
: Display information about the widget.
◦
: Remove the widget.
◦
: Resize the widget.
◦
: Drag the widget to a different position on the page.
3.
The title, chart type, and grouping of items in some widgets can be updated. To do that, click in the widget. In the dialog box that appears, make your edits and click Save.
4.
Click the Customize button in the top-right corner of the page to view available widgets.
5.
To show a widget that is currently hidden, click Install.

Managing Service Desk tickets, processes, and reports

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

You manage Service Desk tickets, processes, and reports using the Administrator Console. Tickets can also be managed using the User Console and through email.

Before you can manage tickets, you must configure the Service Desk. See Setting up Service Desk.

Overview of Service Desk ticket lifecycle

Overview of Service Desk ticket lifecycle

Service Desk tickets progress through several stages during their lifecycle.

These stages include:

1.
The ticket is submitted, either through the User Console, the Administrator Console, or through email. See Creating tickets from the Administrator Console and User Console and Creating and managing tickets by email.
2.
The ticket is assigned to an owner according to the ticket rules. See Configuring ticket settings and Using Ticket Rules.
3.
The ticket owner reviews the ticket, adjusts the impact if necessary, and assigns a priority.
4.
If Service Level Agreements are enabled on the queue where the ticket resides, the ticket due date is calculated based on the priority.
5.
If the issue is straightforward, the owner resolves and closes the ticket, and email notifications are sent. See Configuring email settings.
6.
If the ticket is complex, the ticket might stay open for a period of time and have multiple owners.
7.
If the owner is unable to resolve the ticket within its escalation time limit, the ticket is escalated. See Using the ticket escalation process.
8.
When tickets are closed, users can complete a satisfaction survey to provide feedback about the way the ticket was handled. See Using the Satisfaction Survey.
9.
The ticket is archived. See Archiving, restoring, and deleting tickets.
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