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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

Configure Two-Factor Authentication for organizations

Configure Two-Factor Authentication for organizations

Two-Factor Authentication (2FA) provides stronger security for users logging into the appliance by adding an extra step to the login process. It relies on the Google Authenticator app to generate verification codes. The app generates a new six-digit code at regular intervals. When enabled, end users will be prompted for the current verification code each time they log in.

To download the Google Authenticator app, visit one of the following sites, as applicable:

•
Android devices: https://play.google.com/store/apps/details?id=com.google.android.apps.authenticator2
•
iOS devices: https://itunes.apple.com/ca/app/google-authenticator/id388497605?mt=8

You can enable or disable 2FA access to the Administrator Console and User Console for one or more organizations using the System Administration Console, as described below. Alternatively, you can enable 2FA access to the Administrator Console and User Console for all users in an organization using the Two-Factor Authentication page in the Administrator Console For more information, see Enable Two-Factor Authentication for all users.

1.
Go to the Organizations list 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.
2.
On the Organization list page that appears, select one or more organizations for which you want to configure 2FA.
3.
To enable 2FA for all users in the selected organizations in the Administrator Console, click Choose Action > Two-Factor Authentication > Admin Portal > Required for all Users.
4.
To disable 2FA for all users in the selected organizations in the Administrator Console, click Choose Action > Two-Factor Authentication > Admin Portal > Not Required.
5.
To enable 2FA for all users in the selected organizations in the User Console, click Choose Action > Two-Factor Authentication > User Portal > Required for all Users.
6.
To disable 2FA for all users in the selected organizations in the User Console, click Choose Action > Two-Factor Authentication > User Portal > Not Required.

Delete organizations

Delete organizations

You can delete organizations as needed. However, if you have a single organization on your appliance, you cannot delete that organization until you add another one. The appliance must always have at least one organization available.

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.
Click the name of an organization.
2.
Select Choose Action > Delete, then click Yes to confirm.

The organization, including information in the organization database, is removed from the appliance.

Customizing the logos used for the User Console and organization reports

Customizing the logos used for the User Console and organization reports

You can change the logo displayed on the User Console and in organization reports to match your company branding.

The User Console, and the reports you run when logged in to the organization through the Administrator Console, use the Quest logo by default. To upload your own logo, see the Logo Overrides section in Configure appliance General Settings without the Organization component.

Managing user accounts for organizations

Managing user accounts for organizations

Organization user accounts enable users to access the features of the Administrator Console, User Console, and Service Desk based on their roles assigned to their accounts.

You can use LDAP servers for user authentication, or you can add and edit user accounts manually. See:

•
Managing organization user accounts
•
Managing System-level user accounts
•
Using an LDAP server for user authentication
CAUTION:
 
CAUTION: Use caution when changing the password for the default admin account of an organization. Organizations whose admin account passwords differ are not available for fast switching using the drop-down list in the top-right corner of the page.
CAUTION: See Enable fast switching for organizations and linked appliances.
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