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KACE Systems Management Appliance 7.1 - Administrator Guide

About the KACE Systems Management Appliance (K1000) 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 Verifying port settings, NTP service, and website access Configuring network and security settings Configuring Agent settings Configuring session timeout and auto-refresh settings Configuring locale settings 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
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO Using Replication Shares Managing credentials Configuring assets
About the Asset Management component 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
Setting up License Compliance Managing License Compliance Setting up Service Desk Creating and managing organizations Importing and exporting appliance resources
Managing inventory
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 Provisioning the K1000 Agent Manually deploying the K1000 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 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 Managing Mac profiles
Patching devices and maintaining security
About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Dell devices and updates Maintaining device and appliance security
Using reports and scheduling notifications Monitoring servers
Getting started with server monitoring Working with monitoring profiles Managing monitoring for devices Working with alerts
Using the Service Desk
Configuring Service Desk 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 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 K1000
Appendixes Glossary About us Legal notices

Changing the Satisfaction Survey default behavior

Changing the Satisfaction Survey default behavior

The satisfaction survey can be modified by changing the default prompt in the survey box, or it can be removed and not shown to the ticket submitter.

Change the Satisfaction Survey label

The Satisfaction Survey introduction label can be modified to suit your needs.

1.
Go to the Service Desk Queue Detail page:
a.
Log in to the K1000 Administrator Console, http://K1000_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 Configuration.
c.
On the Configuration panel, click Queues.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
In the Layout Ticket Fields section, click the Edit button in the SAT_SURVEY row: .
4.
In the Label section, type the new label for the survey box.
5.
Click the Save button to the right of the item.
6.
Click the Save button at the bottom of the page.
Remove the Satisfaction Survey field from tickets

You can prevent the Satisfaction Survey from being displayed to ticket submitters.

1.
Go to the Service Desk Queue Detail page:
a.
Log in to the K1000 Administrator Console, http://K1000_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 Configuration.
c.
On the Configuration panel, click Queues.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
In the Layout Ticket Fields section, click the Edit button in the SAT_SURVEY row: .
4.
In the Permissions section, select Hidden in the drop-down list.
5.
Click the Save button to the right of the item.
6.
Click the Save button at the bottom of the page.

Change the Satisfaction Survey label

Changing the Satisfaction Survey default behavior

The satisfaction survey can be modified by changing the default prompt in the survey box, or it can be removed and not shown to the ticket submitter.

Change the Satisfaction Survey label

The Satisfaction Survey introduction label can be modified to suit your needs.

1.
Go to the Service Desk Queue Detail page:
a.
Log in to the K1000 Administrator Console, http://K1000_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 Configuration.
c.
On the Configuration panel, click Queues.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
In the Layout Ticket Fields section, click the Edit button in the SAT_SURVEY row: .
4.
In the Label section, type the new label for the survey box.
5.
Click the Save button to the right of the item.
6.
Click the Save button at the bottom of the page.
Remove the Satisfaction Survey field from tickets

You can prevent the Satisfaction Survey from being displayed to ticket submitters.

1.
Go to the Service Desk Queue Detail page:
a.
Log in to the K1000 Administrator Console, http://K1000_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 Configuration.
c.
On the Configuration panel, click Queues.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
In the Layout Ticket Fields section, click the Edit button in the SAT_SURVEY row: .
4.
In the Permissions section, select Hidden in the drop-down list.
5.
Click the Save button to the right of the item.
6.
Click the Save button at the bottom of the page.

Remove the Satisfaction Survey field from tickets

Changing the Satisfaction Survey default behavior

The satisfaction survey can be modified by changing the default prompt in the survey box, or it can be removed and not shown to the ticket submitter.

Change the Satisfaction Survey label

The Satisfaction Survey introduction label can be modified to suit your needs.

1.
Go to the Service Desk Queue Detail page:
a.
Log in to the K1000 Administrator Console, http://K1000_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 Configuration.
c.
On the Configuration panel, click Queues.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
In the Layout Ticket Fields section, click the Edit button in the SAT_SURVEY row: .
4.
In the Label section, type the new label for the survey box.
5.
Click the Save button to the right of the item.
6.
Click the Save button at the bottom of the page.
Remove the Satisfaction Survey field from tickets

You can prevent the Satisfaction Survey from being displayed to ticket submitters.

1.
Go to the Service Desk Queue Detail page:
a.
Log in to the K1000 Administrator Console, http://K1000_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 Configuration.
c.
On the Configuration panel, click Queues.
2.
At the top of the page, click Customize Fields and Layout to display the Queue Customization page.
3.
In the Layout Ticket Fields section, click the Edit button in the SAT_SURVEY row: .
4.
In the Permissions section, select Hidden in the drop-down list.
5.
Click the Save button to the right of the item.
6.
Click the Save button at the bottom of the page.

Enable or disable security for Service Desk attachments

Enable or disable security for Service Desk attachments

You can enable or disable security for Service Desk attachments to prevent files from being accessed from outside the Administrator Console or User Console.

By default, security for Service Desk attachments is enabled. Disable this feature if you want users to be able to access ticket attachments through ticket links outside the Administrator Console or User Console. Also, security settings for Service Desk attachments are appliance-level settings. If the Organization component is enabled on your system, the settings you select apply to all organizations.

1.
Go to the appliance Control Panel:
If the Organization component is enabled on the appliance, log in to the K1000 System Administration Console, http://K1000_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings.
2.
Click Security Settings to display the Security Settings page.
3.
In the Secure Attachments in Service Desk section, choose whether to add security for files that are attached to Service Desk tickets:
4.
Click Save and Restart Services to save changes and restart the appliance.
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