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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

Add Remote Desktop Control Troubleshooter scripts

Add Remote Desktop Control Troubleshooter scripts

Use this template to create a troubleshooting script for the Remote Desktop Control feature on Windows devices.

This script tests the following:

•
Terminal Services: To access a Windows device using Remote Desktop, Terminal Services must be running. This script verifies that Terminal Services is running.
•
Firewall Configuration: If the Windows Firewall is running on the device, the script tests for configurations that might block Remote Desktop Control requests.
1.
Go to the Remote Desktop Control Troubleshooter 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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Windows section, click Remote Desktop Control Troubleshooter.
2.
Provide the following information:

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

Firewall Configuration

Specify the settings to apply when the script runs.

3.
Click Save to display the Script Detail page.
4.
Select options for configuration, deployment, and scheduling. See Add offline KScripts, online KScripts, or online shell scripts.
5.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
6.
Click Save.

Add UltraVNC scripts

Add UltraVNC scripts

Use this template to create a script to distribute UltraVNC to Windows devices. UltraVNC is a free application that enables administrators to log in to devices remotely.

For more information on UltraVNC, go to http://www.uvnc.com.

1.
Go to the Windows Ultra VNC 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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Windows section, click UltraVNC.
2.
Provide the following information:

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

Install Mirror Driver

Install the optional UltraVNC Mirror Video Driver.

Mirror Video Driver is a driver that allows faster and more accurate updates. It also makes a direct link between the video driver framebuffer memory and UltraWinVNC server.

Using the framebuffer directly eliminates the use of the CPU for intensive screen blitting, which can boost speed and reduce CPU load.

Install Viewer

Install the optional UltraVNC Viewer. Viewer is a tool used to connect to VNC servers and remotely view desktops. Install Viewer only if you need to initiate remote sessions from the managed device.

Disable tray icon

Prevent the UltraVNC tray icon from appearing on the device.

Disable client options in tray icon menu

Prevent client options from appearing in the tray icon menu on devices. This option is available only if Disable Tray Icon is enabled.

Disable properties panel

Disable the UltraVNC properties panel on devices.

Block end user from closing UltraVNC

Prevent device users to shut down WinVNC.

Password and Read Only Password

Provide password for authentication.

Require Windows Logon

Use Windows Logon authentication and export the ACL from your VNC® installation. Use MSLogonACL.exe /e acl.txt. Copy and paste the contents of the text file into the ACL field.

Encryption Key

Use key-based encryption. To use key-based encryption, create and upload a key:

1.
In the UltraVNC Viewer, select the MSRC4Plugin from the DSPLugin list.
2.
Click Config, then enter the full path where the key file will be placed.
3.
Click Gen Key, then upload the key file.
3.
Click Save to display the Script Detail page.
4.
Review the script generated by the template to verify the output.
5.
Select options for configuration, deployment, and scheduling. See Add offline KScripts, online KScripts, or online shell scripts.
6.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
7.
Click Save.

Add Uninstaller scripts

Add Uninstaller scripts

Use this template to create scripts that manage applications and processes on Windows devices. Scripts can run uninstall commands, stop processes, and delete directories.

1.
Go to the Windows Uninstaller 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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Windows section, click Uninstaller.
2.
Provide the following information:

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

Software

The application to use for the script. To search for an application, begin typing in the field.

File

The command information. When you select the application, the template attempts to provide the uninstall command directory, file, and parameters. Verify that the values are correct.

Parameters

Directory

Delete Directory

The full name of the directory to be deleted after the uninstall command runs. For example: C:\Program Files\Example_App\.

Kill Process

The full name of the process to be stopped before the uninstall command runs. For example: notepad.exe.

3.
Click Save to display the Script Detail page.
4.
Select options for configuration, deployment, and scheduling. See Add offline KScripts, online KScripts, or online shell scripts.
5.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
6.
Click Save.

Using Mac OS X configuration policies

Using Mac OS X configuration policies

Add Active Directory scripts
Add Power Management scripts
Add VNC scripts

You can create scripts that configure policies on Mac OS X devices using configuration policy templates.

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