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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

Create reports from history lists

Create reports from history lists

You can create reports from any history list.

1.
Go to the history list for settings, assets, or objects:
◦
View asset history
◦
View object history
◦
View settings history
2.
Select Choose Action > Create Report.
The Report Detail page appears. See Create reports from list pages.

Modifying reports

Modifying reports

Edit reports
Delete reports

You can modify or delete reports as needed.

Edit reports

Edit reports

You can edit any custom report, but you cannot edit the standard reports that are shipped with the appliance.

To edit a standard report, first duplicate it, then edit the duplicated report. See Duplicate reports.

1.
Do one of the following:
◦
To edit organization-level reports, select an organization in the drop-down list in the top-right corner of the page (if applicable), then click Reporting.
◦
To edit System-level reports, log in to the System Administration Console, http://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page. Then click Reporting (for appliances with the Organization component enabled only).
The Reports page appears.
2.
Click the title of a report to display the Report Detail page.

Delete reports

Delete reports

You can delete any custom report, but you cannot delete standard reports shipped with the appliance.

1.
Do one of the following:
◦
To delete organization-level reports, select an organization in the drop-down list in the top-right corner of the page (if applicable), then click Reporting.
◦
To delete System-level reports, log in to the System Administration Console, http://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page. Then click Reporting (for appliances with the Organization component enabled only).
The Reports page appears.
2.
Select the check box next to one or more reports.
3.
Select Choose Action > Delete, then click Yes to confirm.
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