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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

View the patch log

View the patch log

You can view the patch log to check for errors in the patch download process.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
On the left navigation bar, click Logs to display the Logs page.
3.
In the Log drop-down list, select Patch Download Log.

The patch log appears.

Mark patches as inactive

Mark patches as inactive

You can mark subscribed patches as inactive to prevent them from being detected or deployed automatically.

1.
Go to the Patch Catalog 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Display available patches under Catalog.
2.
Select the check box next to a patch.
3.
Select Choose Action > Change Status to > Inactive.

If the Show drop-down list is set to Applicable Packages or All Packages all patches that make up the selected bulletin will be marked as inactive. If the Show drop-down list is set to Individual Patches all selected patches will be marked as inactive. All patches marked as inactive are automatically purged from the cache during the next scheduled patch download.

Patch Mac OS X devices

Patch Mac OS X devices

You can apply patches to Mac OS X devices as needed.

1.
Go to the Patch Catalog 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Display available patches under Catalog.
2.
Do one of the following:
◦
In the View By drop-down list above the table, select Operating System > Mac <OS X>.
◦
Click the Filter tab, which appears above the table, then search for Mac OS X patches.
◦
Use the Smart Label feature to automatically search the patch list using predefined search criteria.
3.
To allow the appliance to download Apple Security updates for Mac, select the appropriate operating system in the Mac Platform list in the Patch Subscription Settings page.
You can select more than one Mac operating system. See Subscribe to patches

Managing Windows Feature Updates

Managing Windows Feature Updates

Subscribe to Windows Feature Updates
Configure Windows Feature Update schedules
View Windows Feature Update schedules
Review Windows Feature Update schedule details
View available Windows Feature Updates
View Windows Feature Update status

Windows Feature Updates are new versions of Microsoft Windows 10, released a few times every year. The appliance allows you to automate the process of installing these update, to help you improve the performance of managed Windows 10 devices and protect them from potential OS-related vulnerabilities.

Use the appliance to detect and deploy the latest Windows Feature Updates for your Windows 10 devices managed by the appliance.

* 
NOTE: This feature is only supported on Windows 10 devices with a Semi-Annual Channel subscription. It is not available for Mac, Linux, or Windows devices running a OS version other than 10.
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