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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

Send ticket information through email

Send ticket information through email

Service Desk ticket information can be manually emailed to recipients as needed.

The content and format of the email is controlled by the Email Ticket Manually notification template. Also, the $ticket_fields_visible token in the template displays all of the fields that are visible to the logged-in user who is sending the email. See Configuring email triggers and email templates.

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 Choose Action > Email ticket.
3.
On the Email ticket page, enter the Email address of the recipient and update the Subject if necessary.
4.
Click Send.

Run Device Actions from tickets

Run Device Actions from tickets

For devices that are assigned to Service Desk tickets, you can run Device Actions from the Ticket Detail page.

You are accessing the Administrator Console using an approved browser. See https://support.quest.com/kb/148787.
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 a Device Action from the Action drop-down list under the Device drop-down list.

Merging tickets

Merging tickets

If you have a number of related tickets that are still active, instead of managing them separately, you can merge them into a single ticket and manage that one ticket without losing ticket trail of all the merged tickets.

When you merge tickets, you must select a master ticket. The remaining tickets are automatically archived. All history related to the merged tickets remains unchanged. The ticket history also indicates when a ticket is merged.

You can only merge tickets that exist in the same queue. This feature is only available when ticket archival is enabled.

Service, parent, child, and already merged tickets cannot be merged. Only those tickets without a parent and without a child can be merged.

You can unmerge tickets, as needed. Any users on a ticket's CC list, that are added during the merge process remain on the list if the ticket becomes unmerged.

Merge tickets from the Tickets list page

Merge tickets from the Tickets list page

You can use the Tickets list page to merge tickets and specify a master ticket.

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.
Click Service Desk to display the Tickets page.
c.
On the Tickets list page, click Queue, and select the queue containing the tickets that you are about to merge.
a.
In the Choose Action menu, select Merge Tickets.
The Merge Tickets dialog box appears.
b.
In the Merge Tickets dialog box, specify the ticket that you want to select as the master ticket, and click Save.
The Merge Tickets dialog box closes and the Confirm message box appears, indicating that all tickets (except the master tickets) are about to be archived.
c.
In the Confirm message box, click Yes to proceed with the merge.
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