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KACE Systems Management Appliance 14.1 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 About Remote Control 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

Duplicate Organization Roles

Duplicate Organization Roles

When you duplicate an Organization Role, its properties are copied into the new role. If you are creating a role that is similar to an existing role, duplicating the role can be faster than creating a role from scratch.

1.
Go to the Organization Role Detail 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 Organizations, then click Roles.
2.
Click Duplicate at the bottom of the page to duplicate the organization details.

Option

Description

Name

(Required) Enter a name for the role.

Description

(Optional) Enter a description of the role.

4.
To assign Administrator Console permissions:
In the Administrator Console Permissions section, click a component name to expand it, or click Expand All to expand all components.
To assign different access levels to different sections, select the Custom option, then select an access level in the drop-down list next to the name of each section.
5.
To assign User Console permissions:
In the User Console Permissions section, click the User Console link to expand the permissions section.
To assign the same access level to all sections of the User Console, select All Write, All Read, or All Hide.
To assign different access levels to different sections, select the Custom option, then select an access level in the drop-down list next to the name of each section.
6.
Click Save.

Delete roles

Delete roles

With the exception of the Default Role, you can delete Organization Roles as needed. You cannot delete the Default Role, and you cannot delete a role if it is assigned to an organization.

The following roles cannot be deleted:

1.
Go to the Roles list:
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 Organizations, then click Roles.
3.
Select Choose Action > Delete, then click Yes to confirm.

Adding, editing, and deleting organizations

Adding, editing, and deleting organizations

You can add, edit, and delete organizations as needed. In addition, you can rename the Default organization and edit its settings.

Add or edit organizations

Add or edit organizations

You can add or edit up to 50 organizations on a single appliance.

When you add organizations, you need to assign them Organization Roles. You can use the Default Role, but if you want to use a custom Organization Role, add that role before you add the organization. See Add or edit Organization Roles.

1.
Go to the Organization Detail 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 Organizations, then click Organizations.
c.
Display the Organization Detail page by doing one of the following:
Select Choose Action > New.

Option

Description

Name

Enter a name for the organization. You can modify the name later if required. If the fast switching option is enabled, this name appears in the drop-down list in the top-right corner of the page. See Enable fast switching for organizations and linked appliances.

Description

A description of the organization. You can modify the description later if necessary.

Role

The user role you want to assign to the organization. You can modify this selection later if required.

NOTE: To create a role, go to Organizations > Roles.

Client Drop Size

A file-size filter for the organization's Client Drop location.

The Client Drop location is a storage area (Samba share) for the organization on the appliance. This storage area is used to upload large files, such as application installers and appliance backup files, to the appliance. Uploading files to the Client Drop location is an alternative to uploading files through the Administrator Console using the default HTTP mechanism, which can result in browser timeouts for large files.

The Client Drop Size filter determines whether files uploaded to the organization's Client Drop location are displayed on the Upload and Associate Client Drop File list on the Software Detail page. For example, if the Client Drop Size filter is set to 1 GB, the Upload and Associate Client Drop File list shows files that are 1 GB in size or larger. Files that are less than 1 GB in size are not displayed on the list.

Application files are moved from the organization's Client Drop location to the appropriate area when the file is selected on the Software Detail page and saved.

Appliance backup files that are placed in the Client Drop location are automatically identified as appliance backup files, and they become available for selection on the Backup Settings page within five minutes.

If you have multiple organizations, each organization has its own Client Drop location and Client Drop Size filter setting. See Copy files to the appliance Client Drop location.

Option

Description

Name

Modify the name of the organization as needed. If the fast switching option is enabled, this name appears in the drop-down list in the top-right corner of the page. See Enable fast switching for organizations and linked appliances.

Locale

The language to use for the organization’s Administrator Console and User Console.

Virtual Host Name

A unique domain name for this organization. When this field is configured, and you log in to the appliance from the specified location, the appliance selects this organization automatically, and you only need to provide your user credentials. If you use Security Assertion Markup Language (SAML) login, the configured virtual host name logs you directly into that organization's Identity Provider (IdP). For more information about SAML login, see Configure SAML for single sign on.

Virtual Host IP

A unique IP address for this organization. When this field is configured, and you log in to the appliance from the specified location, the appliance selects this organization automatically, and you only need to provide your user credentials. If you use SAML login, the configured virtual host IP address logs you directly into that organization's IdP. For more information about SAML login, see Configure SAML for single sign on.

Description

A description of the organization. You can modify the description later if necessary.

Database Name

(Read-only) Displays the name of the database the organization is using.

Report User

(Read-only) The username used to generate reports. The report username provides access to the database (for additional reporting tools), but does not give write access to anyone.

Report User Password

The report user password. This password is used only by the reporting system and MySQL.

Role

The user role you want to assign to the organization. You can modify this selection later if required.

NOTE: To create a role, go to Organizations > Roles.

Client Drop Size

A file-size filter for the organization's Client Drop location.

The Client Drop location is a storage area (Samba share) for the organization on the appliance. This storage area is used to upload large files, such as application installers and appliance backup files, to the appliance. Uploading files to the Client Drop location is an alternative to uploading files through the Administrator Console using the default HTTP mechanism, which can result in browser timeouts for large files.

The Client Drop Size filter determines whether files uploaded to the organization's Client Drop location are displayed on the Upload and Associate Client Drop File list on the Software Detail page. For example, if the Client Drop Size filter is set to 1 GB, the Upload and Associate Client Drop File list shows files that are 1 GB in size or larger. Files that are less than 1 GB in size are not displayed on the list.

Application files are moved from the organization's Client Drop location to the appropriate area when the file is selected on the Software Detail page and saved.

Appliance backup files that are placed in the Client Drop location are automatically identified as appliance backup files, and they become available for selection on the Backup Settings page within five minutes.

If you have multiple organizations, each organization has its own Client Drop location and Client Drop Size filter setting. See Copy files to the appliance Client Drop location.

Filters

The filters you want to use to assign new devices to the organization when devices check in to the appliance. To select multiple filters, use Ctrl-click or Command-click.

Devices

(Read-only) Displays the number of devices assigned to the organization.

Option

Suggested Setting

Notes

Enable Agent Logging

Enabled

Whether the appliance stores scripting results provided by Agents installed on managed devices. Agent logs can consume as much as 1GB of disk space in the database. If disk space is not an issue, enable Agent Logging to keep all log information for Agent-managed devices. These logs can be useful during troubleshooting. To save disk space, and enable faster Agent communication, disable Agent Logging.

Agent Debug Trace

Enabled

If selected, this option allows you to record the Agent's debug trace. This information allows administrators to monitor the Agent's performance, and to diagnose common problems.

Agent Inventory

12 hours

The frequency at which Agents on managed devices report inventory. This information is displayed in the Inventory section.

Agentless Inventory

1 Day

The frequency at which Agentless devices report inventory. This information is displayed in the Inventory section.

Catalog Inventory

24 hours

The frequency at which managed devices report inventory to the Software Catalog page.

Metering

4 hours

The frequency at which managed devices report metering information to the appliance. Requires metering to be enabled on devices and applications.

Scripting Update

4 hours

The frequency at which Agents on managed devices request updated copies of scripts that are enabled on managed devices. This interval does not affect how often scripts run.

Max Download Speed

As required

The maximum download speed, as required. Choose from the available options.

Konea Connection Timeout

80 seconds

Configurable konea tunnel timeout check for bootup MI.

Enable Wait for Bootup Tasks

Disabled

If selected, this option stops the agent from executing bootup tasks.

Enable Wait for Login Tasks

Disabled

If selected, this option stops the agent from executing login tasks.

5.
In the Agent Settings tab in theAgent Status Icon Settings section, specify the following settings:

Option

Suggested Setting

Notes

Agent Status Icon On Device

Enabled

If selected, this option allows you to display the agent status on managed devices.

Enable Agent Snooze on Device

Enabled

If selected, this option allows you to suspend the agent's activity on managed devices using the system tray (Windows) or menu bar (Mac OS).

Agent Snooze Max Count (per day)

1 snooze

The maximum number of times you can snooze the agent each day on managed devices.

Agent Status Icon Shortcuts

As required

Use this section to display links in the KACE Agent menu on agent-managed devices. You can specify up to ten links. Standard Uniform Resource Identifier (URI) links are supported, such as https, ssh, and ftp URLs. To add a link:

1.
2.
In the Display Name column, type the text that you want to display in the menu. For example, My FTP link.
3.
In the URL column, type the fully qualified URL address. For example, https://www.quest.com/. The URL supports the following replacement variables:

For complete information about these and other replacement variables, see Token replacement variables.

You can use the column headings to sort the list. In the KACE Agent menu, the links appear in the order they are listed on this page.

6.
In the Notify tab, specify the message to use for Agent communications:

Option

Suggested Setting

Notes

Agent Splash Page Message

Default text:

KACE Service Desk is verifying your PC Configuration and managing software updates. Please Wait...

The message that appears to users when Agents are performing tasks, such as running scripts, on their devices.

Agent Splash Bitmap

As required

The path to an existing .bmp file that you want to use as the splash logo.

Disable Bootup Splash

Disabled

If selected, this option stops the agent from displaying the boot-up splash logo.

Disable Login Splash

Disabled

If selected, this option stops the agent from displaying the login splash logo.

7.
In the Agentless Settings tab, specify communications settings for Agentless devices:

Option

Description

SSH Timeout

The time, in seconds, after which the connection is closed if there is no activity.

SNMP Timeout

The time, in seconds, after which the connection is closed if there is no activity.

Retry Attempts

The number of times the connection is attempted.

WinRM Timeout

The time, in seconds, after which the connection is closed if there is no activity.

VMware Timeout

The amount of time in seconds to wait for a connection to the VMware vSphere API service running on a VMware host.

8.
In the Agentless Settings tab, specify communications settings for Agentless devices:

Option

Description

SSH Timeout

The time, in seconds, after which the connection is closed if there is no activity.

SNMP Timeout

The time, in seconds, after which the connection is closed if there is no activity.

Retry Attempts

The number of times the connection is attempted.

WinRM Timeout

The time, in seconds, after which the connection is closed if there is no activity.

VMware Timeout

The amount of time in seconds to wait for a connection to the VMware vSphere API service running on a VMware host.

9.
Click Save.

The organization is added. If fast switching is enabled, and the default admin account passwords for the System and for your organizations are the same, you can switch between organizations and the System using the drop-down list in the top-right corner of the page. To see new organizations in the list, you need to log out of the Administrator Console and then log back in. In addition, if the option to require organization selection at login is enabled at the System level, the organization is available in the drop-down list on the Administrator Console login page, http://appliance_hostname/admin, where appliance_hostname is the hostname of your appliance.

NOTE: For new organizations, the password for the default admin account is the same as the password for the default admin account at the System level. This is assigned automatically. To change the admin account password, edit the admin user account.
NOTE: However, be aware that organizations with different admin account passwords are not available for fast switching using the drop-down list in the top-right corner of the page.

For more information about System-level settings, see Configure appliance General Settings with the Organization component enabled.

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