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KACE Systems Management Appliance 9.1 Common Documents - Administrator Guide

About the KACE Systems Management Appliance (SMA) 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 Enable Two-Factor Authentication for all users 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 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
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 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 Provisioning the KACE SMA Agent Manually deploying the KACE SMA 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 Managing Mac profiles Using Task Chains
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 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 KACE SMA
Appendixes Glossary About us Legal notices

Setting or changing custom fields using email

Changing ticket approval fields using email

Users who are designated as ticket approvers can change a number of approval fields using email messages.

Approvers can change the following approval fields:

Field

Description

@approval

Modify the ticket. Use one of the following: Approved, Rejected, None, or More Information Needed.

@approver

Change the ticket approver. Enter a username from the ticket approval label. For instructions on setting up the label of approvers, see Using ticket approvers.

@approval_note

Enter a comment.

Setting or changing custom fields using email

You can set custom fields for Service Desk tickets through email using the prescribed syntax.

The syntax takes the form @custom_fieldname=newvalue.

Custom fields cannot contain spaces. Use an underscore between words. For example, new_value.

You can also use:

For multiselect custom fields, use a comma-separated list of values. Invalid values in select or multiselect custom fields produce errors.

Viewing tickets and managing comments, work, and attachments

Viewing tickets and managing comments, work, and attachments

You can navigate among tickets, and the devices and assets that are related to tickets, using links on detail pages. In addition, you can add work information, comments, and attachments, such as screenshots, to tickets.

On ticket detail pages, the related devices and assets are listed and linked for quick access. Similarly, you can access related tickets from device and asset detail pages. In addition, you can view and create tickets from device and asset detail pages.

Navigate among tickets, related devices, and assets

Navigate among tickets, related devices, and assets

Links on ticket detail pages enable you to navigate among related Service Desk tickets and related devices and assets.

1.
Go to the Service Desk Ticket Detail page:
a.
Log in to the KACE SMA Administrator Console, http://KACE_SMA_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 Tickets.
Click the Submitter Ticket History.
Click the Asset Ticket History.
Click the Device Ticket History.

To view the ticket details, click the link in the Number or Title column to display the Ticket Detail page.

3.
View related tickets in the Related Ticket Information section.
The Ticket Detail window displays for the selected ticket.

Add work information for tickets

Add work information for tickets

You can add work information to Service Desk tickets, such as the date the work started or stopped, the total number of hours spent on the ticket, and notes about the work performed. This information is available to ticket submitters and owners.

1.
Go to the Service Desk Ticket Detail page:
a.
Log in to the KACE SMA Administrator Console, http://KACE_SMA_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 Tickets.
2.
Select the Work tab at the bottom of the page.
3.
Click Add.

Option

Description

Date

The date work begins. To change the date, click in the date field and select a different date. To remove the date, click Clear.

Start

The time work begins (24-hour clock format).

End

The time work ends (24-hour clock format).

Adjustment

The amount of time to add or subtract to the hours logged. This can be useful for billing and tracking purposes. For example, work on a ticket might start at 08:00 and end at 12:00. However, the actual time an administrator spent working on the ticket might be 2 hours. You could enter -2.0 in this field to accurately report the actual time spent.

Note

Any additional information you want to provide.

5.
Click Add Work.
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