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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

Application classifications

Application classifications

Applications that appear on the Software Catalog page are classified as Discovered, Not Discovered (Cataloged), and Uncataloged. The classification determines the kinds of actions you can perform and the type of information that is available for the applications.

Discovered applications

Discovered applications are executables in the appliance inventory that match the definitions of applications in the Software Catalog. You can enable metering for Discovered applications and suites, mark them as Not Allowed, and add license information for them. In addition, the Discovered application list can be exported in CSV format. You can export the Discovered application list, the Uncataloged list, and the Locally Cataloged list; you cannot export the entire Software Catalog.

Not Discovered applications

Applications that do not exist in the appliance inventory, but that do exist in the Quest KACE Software Catalog, are referred to as Not Discovered applications. You can enable metering for Not Discovered applications, mark them as Not Allowed, and add license information for them. However, because the applications have not been found in the local appliance inventory, the Not Discovered application list cannot be exported in CSV format.

Uncataloged applications

Uncataloged applications are executables that are in the appliance inventory but that do not appear in the Software Catalog. You can view applications that are listed as Uncataloged on the Software Catalog page. However, you cannot enable metering for Uncataloged applications, mark them as Not Allowed, or add license information for them.

Uncataloged applications must be added to the local or public Software Catalog before they can be metered, marked as Not Allowed, or associated with license information. See Adding applications to the Software Catalog.

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NOTE: If data retention is disabled for Uncataloged applications, the Uncataloged applications list is empty. See Configure Admin-level or organization-specific General Settings.

About cataloged applications

About cataloged applications

Cataloged applications are executables that are in the official Software Catalog database. This includes both applications that appear in the appliance inventory (Discovered applications) and applications that do not appear in the inventory (Not Discovered applications).

About Locally Cataloged applications

About Locally Cataloged applications

Applications that are not in the official version of the Software Catalog, but that have been added to the local version on the appliance, are referred to as Locally Cataloged applications.

About Not Allowed applications

About Not Allowed applications

Not Allowed applications are applications that have been marked as Not Allowed on the Software Catalog page.

Windows and Mac applications can be marked as Not Allowed only if they are classified as Discovered, Not Discovered, or Locally Cataloged applications. Applications that are Uncataloged cannot be marked as Not Allowed until they are added to the Software Catalog. Applications that are marked as Not Allowed can be blocked or denying access on managed devices if those devices have an Application Control-enabled label applied to them.

See Using Application Control.

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