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KACE Systems Management Appliance 13.2 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 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 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 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
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 Maintaining device and appliance security Manage quarantined file attachments
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 appliance
Appendixes Glossary About us Legal notices

About appliance software updates

About appliance software updates

The appliance checks with the servers at Quest daily for software updates. These updates are referred to as advertised updates.

If updates are available, an alert appears on the Home page of the Administrator Console the next time you log in with Administrator account privileges.

About labels

About labels

Labels are containers that enable you to organize and categorize items, such as devices, so that you can manage them as a group.

For example, you can use labels to identify devices that have the same operating system or that are in the same geographic location. You can then initiate actions, such as distributing software or deploying patches, on all of the devices with that label. Labels can either be manually assigned to specific items or automatically assigned to items when they are associated with criteria, such as SQL or LDAP queries.

You can add labels from the Labels section as well as from other sections of the Administrator Console where labels are used, such as the Devices page.

The following labels are available:

•
Labels: Labels that are applied manually and used to organize users, devices, software, Managed Installations, and more. See Managing manual labels.
•
Smart Labels: Labels that are applied and removed automatically based on criteria you specify. For example, to track laptops in a specific office, you could use a label called “San Francisco Office,” and add a Smart Label based on the IP address range or subnet for devices located in the San Francisco office. Whenever a device that falls within the IP address range is inventoried, the Smart Label “San Francisco” is automatically applied. When the device leaves the IP address range, and is inventoried again, the label is automatically removed. See Managing Smart Labels.
•
LDAP Labels: Labels that are applied to and removed from users and devices automatically based on LDAP or Active Directory® queries. See Managing LDAP Labels.

Searching for information and filtering lists

Searching for information and filtering lists

Search at the Admin level
Search at the page level
Searching at the page level with advanced options
Create Custom Views using Advanced Search criteria
Access product documentation

You can search the appliance databases, and filter list pages, to find information on the appliance.

If the Organization component is enabled on your appliance, you can search the database of each organization separately. You cannot search the databases of all organizations at once, and you cannot search at the System level.

Search at the Admin level

Search at the Admin level

You can search the Admin-level databases to find information on the appliance.

If the Organization component is enabled on your appliance, you can search the database of each organization separately. You cannot search the databases of all organizations at once, and you cannot search at the System level.

1.
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.
2.
Do one of the following:
◦
Click the Search button in the top-right corner of the page to display the Search field. Then type at least four characters in the Global Search field and press Enter or Return. The following illustration shows this Search field:

The Search field appears to the right, under the log in/log out control.

◦
Click Home > Search. Then type at least four characters in the Search field that appears above the list on the right, and press Enter or Return. The following illustration shows this Search field:

The Search field appears above the list next to the View By drop-down list

Tip:
 
TIP: Use the percent sign (%) as a wildcard. For example, you can use the percent sign in a search string to find all items that match the criteria before and after the percent sign.
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