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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

View License Compliance information for Software Catalog applications

View License Compliance information for Software Catalog applications

To ensure that your organization has the correct licenses for installed software, you can view License Compliance information on the License Compliance list and on the License Compliance Dashboard widget. The License Compliance list shows all the software license information you have added through License assets, as well as information from the Software Catalog about applications that require licenses.

•
The Agent-managed devices in your inventory have software applications that are available in the Software Catalog.
•
You have specified the number of seats available to installed Software Catalog applications as License assets, and you have specified the license mode. See Add License assets for Software page inventory.
•
You have established warning thresholds for license usage in the appliance or organization general settings. See Configure Admin-level or organization-specific General Settings.
1.
To view complete license compliance information, go to the License Compliance page:
a.
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.
b.
On the left navigation bar, click Asset Management, then click License Compliance.
* 
NOTE: Information on the License Compliance list is updated every day after the appliance daily backup is complete. If the list is empty, either there are no applications in the Software Catalog inventory, or the information on the page has not been updated. In addition, if all the variances show negative numbers, which indicates that there are more installations than license seats, verify that you have added License assets for the applications. See Add License assets for Software Catalog inventory.
2.
To force the appliance to update License Compliance information, click Update Now above the list on the left. Depending on the number of applications in inventory, this process might take a few minutes.
Tip:
 
TIP: When you click Update Now, the appliance updates the data for each of the items on the list. However, when you click the Refresh button above the list on the right, the appliance simply redisplays the information already collected. It does not obtain new license usage information.
Information on the License Compliance page includes:

Column name

Description

Name

The name of the application.

Publisher

The name of the application publisher.

Installed

The number of application installations on Agent-managed devices.

Licensed

The number of seats remaining under the license.

Variance

The difference, if any, between the number of license seats available and the number of application installations. A negative number indicates that the application has been installed on more devices than the license allows, and therefore it is out of compliance.

Used Last 90 Days

Used Last 60 Days

Used Last 30 Days

The number of application installations that have been launched in the previous 90, 60, or 30 days. A dash in this column indicates that metering is not enabled for the application.

* 
NOTE: To obtain accurate usage information, metering must be enabled for the application and for the devices on which the application is installed. See Enabling and configuring metering for devices and applications.

Not Used Last 90 Days

Not Used Last 60 Days

Not Used Last 30 Days

The number of application installations that have not been launched in the previous 90, 60, or 30 days. A dash in this column indicates that metering is not enabled for the application.

* 
NOTE: To obtain accurate usage information, metering must be enabled for the application and for the devices on which the application is installed. See Enabling and configuring metering for devices and applications.

Coverage

The license type. License types include:

•
Upgrade: The installed application has been upgraded from an earlier version (requires a maintenance agreement).
•
Downgrade: The installed application is using a license for a later version (requires downgrade rights).
•
Original: The installed application is using a license that matches its version number.
•
None: The application is installed without a license.

Platform

The operating system on which the application runs.

Edition

The name of the edition related to the application, such as Professional Edition or Standard Edition.

3.
To sort the list, click View By, then select a view.
You can view applications by Product, such as Microsoft Office, or by Product and Edition, such as Microsoft Office Professional and Office Standard. For example, if you wanted to see all editions of Microsoft Office applications under one heading, you could select Product in the View By drop-down list. The Licensed column shows the number of seats available to all applications in the Microsoft Office group. To show Microsoft Office applications by edition, select Product and Edition in the View By drop-down list. The Licensed column shows the number of seats available to each edition of Microsoft Office.
Tip:
 
TIP: When a group, such as Office, is collapsed to show only the top-level item, a warning icon is displayed to the left of the Name column if any item in the group has a negative variance or is using more seats than the license allows: .
4.
To view the License Compliance widget, click Home on the left navigation bar to go to the Admin-level Dashboard page.
Tip:
 
TIP: If the License Compliance widget is not visible, click Customize in the upper right to install it. See Customize Dashboard pages.
5.
To view or change information about the number of seats available under a license, go to the detail page for the License asset. See View assets and search for asset information.

Reclaim unused software licenses

Reclaim unused software licenses

Appliance administrators can set a policy that allows cataloged software to be uninstalled based on how frequently specific software applications are used on user devices in order to acquire underutilized software and re-use it where needed.

You have an option to reclaim licenses for a specific software application that is not used in the last 30, 60, or 90 days, or all associated licenses.

1.
Navigate to the License Compliance page:
a.
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.
b.
On the left navigation bar, click Asset Management, then click License Compliance.
2.
In the Name column, expand the name of the application, and select a version of the software license that you want to reclaim, as required.
* 
NOTE: You can only reclaim licenses for a single software version at a time. Selecting multiple versions results in an error.
3.
To reclaim licenses for the software version, choose Choose Action > Reclaim Sofware, and select one of the following options, as required:
◦
Not Used Last 30 Days
◦
Not Used Last 60 Days
◦
Not Used Last 90 Days
◦
All
The Managed Installation Detail page appears, allowing you to create a process that removes the installation of the selected software item from the associated end user devices .
4.
Create a new Managed Installation, as required. For more information, see the following sections, as applicable:
◦
Create Managed Installations for Windows devices
◦
Create Managed Installations for Mac OS X devices
◦
Create Managed Installations for RPM files

Update software License Compliance information manually

Update software License Compliance information manually

You can manually update software License Compliance information any time. If you have a large number of applications, however, the process of updating the information might take several minutes.

The Agent-managed devices in your inventory have software applications that are available in the Software Catalog.

Software License Compliance information is updated automatically every day after the appliance daily backup process runs. Manually updating License Compliance information enables you to get the latest information available.

* 
NOTE: If you have not added License assets for applications in inventory, the License Compliance page shows the number of seats available to applications as 0, and the variance is the number of software installations.
1.
Go to the License Compliance page:
a.
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.
b.
On the left navigation bar, click Asset Management, then click License Compliance.
2.
Click Update Now above the list.
The appliance checks for the latest license usage information and the list is updated.
Tip:
 
TIP: Clicking the Refresh button above the list on the right simply redisplays the information already collected. It does not obtain new license usage information.

Customize license usage warning thresholds

Customize license usage warning thresholds

You can customize license usage warning thresholds to specify the license usage percentage that is considered to be at warning or critical levels.

License compliance information appears on the appliance Dashboard. If the Organization component is enabled on your appliance, you customize license usage warning thresholds for each organization separately.

1.
Go to Admin-level General Settings page:
a.
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.
b.
On the left navigation bar, click Settings, then click Control Panel.
c.
On the Control Panel, click General Settings.
2.
Scroll down to the License Usage Warning Configurations section.
3.
In the Warning Threshold and Critical Threshold fields, enter new values.
The default Warning Threshold is 90. The default Critical Threshold is 100.
4.
To save, click Save and Restart Services.
Threshold limits are set. If you have created License assets, License Compliance information appears on the Dashboard page of the Administrator Console.
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