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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

Export history records

Using change history information

View the change history of items
Search for items in change history lists
Delete history records
Export history records

You can view an item’s change history, search for items in change history lists, delete history records, export history records, and create reports from history records.

View the change history of items

You can view an item’s change history when you are viewing details about the item.

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.
Go to the Detail page for an item. For example, click Scripting, then click the name of a script.
3.
Click the Show All History link at the top of the page.
Changes are listed. The page is empty if no changes have been made, or if change history is not enabled.
Search for items in change history lists

You can search for items in change history lists.

1.
Go to the history listing for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Click the Advanced Search tab above the list on the right to display the Advanced Search panel.
3.
Select search properties, then click Search.
The search results are displayed.
Delete history records

You can delete history records from history lists.

1.
Go to the history list for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Select the check box next to one or more entries.
3.
Select Choose Action > Delete, then click Yes to confirm.
Export history records

You can export history records to CSV, Excel, and TSV format.

1.
Go to the history list for settings, assets, or objects:
◦
View settings history
◦
View asset history
◦
View object history
2.
Optional: To export items of a specific type, such as Addition, select the item type in the View-By drop-down list.
If you do not filter the list, all list items are exported. Selecting an item’s check box does not select the item for export.
3.
Select Choose Action > Export > format.

Setting up and using labels to manage groups of items

Setting up and using labels to manage groups of items

About labels
Tracking changes to label settings
Managing manual labels
Managing Smart Labels
Managing label groups
Managing LDAP Labels

You can set up manual labels, Smart Labels, LDAP Labels, and label groups to manage groups of items, such as devices.

About labels

About labels

About Smart Labels
About LDAP Labels
About label groups
About organization filters

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 that in 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 apply labels to these types of items:

•
Inventory items, such as devices, applications, processes, startup items, and services
•
Asset items, such as location, license, and vendor
•
Discovery results
•
Patches
•
Dell Update Packages
•
Users

Manual labels are applied and removed manually, whereas Smart Labels and LDAP Labels are applied and removed automatically. See:

•
About Smart Labels
•
About LDAP Labels

About Smart Labels

About Smart Labels

Smart Labels are labels that are applied and removed automatically based on specified criteria.

For example, to track or manage laptops in a specific location, such as the San Francisco office, you could create Smart Label named San Francisco Office based on the IP address range or subnet of devices in that location. When devices are inventoried, the Smart Label, San Francisco Office is automatically applied to devices in the IP address range. When devices leave the IP address range and are inventoried again, the label is automatically removed.

Smart Labels are applied to and removed from managed devices when the appliance processes device inventory. So if you create a Smart Label that enables metering on devices, it might take time for the Smart Label to be applied to devices and for devices to report metering information. Metering is enabled for devices that match the Smart Label criteria only after the appliance processes device inventory and the Smart Label is applied.

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