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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

Viewing tickets in queues

Viewing tickets in queues

View tickets across all queues

You can sort the Tickets page to show all of the tickets in all of your queues in one list. If you have multiple queues, you can specify the queue to be displayed by default on the Tickets page.

If you have multiple queues, you can choose which queue to be displayed by default on the Tickets page. The default queue can be specified:

•
At the system level. This setting is used if no user settings are specified. See Set the default queue at the system level.
•
At the user level. This setting overrides the system level settings. Individual users and administrators who have permission to change user settings can specify the default queue at the user level. See Set the default queue at the user level.

View tickets across all queues

View tickets across all queues

If you have multiple queues, you can view tickets from all queues in the same list.

1.
Go to the Service Desk Tickets list:
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 Service Desk, then click Tickets.
2.
In the Queue drop-down list, which appears above the table, select All Queues.
3.
In the View By drop-down list, to the right of the Queue drop-down list, select the group of tickets you would like to view.
If you have a high number of queues, use the search box to quickly find a specific queue.

Setting the default queue

Setting the default queue

Set the default queue at the system level
Set the default queue at the user level

If you have multiple queues, you can choose which queue to be displayed by default on the Tickets page.

The default queue can be specified:

•
At the system level. This setting is used if no user settings are specified. See Set the default queue at the system level.
•
At the user level. This setting overrides the system level settings. Individual users and administrators who have permission to change user settings can specify the default queue at the user level. See Set the default queue at the user level.

Set the default queue at the system level

Set the default queue at the system level

The system-level default queue settings determine which ticket queue is displayed by default provided that user-level settings are not specified.

1.
Go to the Service Desk 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Settings.
2.
In the Queue Preferences section, select an option in the Ticket List Default Queue drop-down list:

Option

Description

No Default

Use no default when displaying queues. When this is selected, the first queue that was added to the system is displayed by default when users select Service Desk > Tickets. This setting is disregarded if a setting is specified at the user level.

All Queues

Display the All Queues view by default. When this is selected, the All Queues view is displayed when users select Service Desk > Tickets. This setting is disregarded if a setting is specified at the user level.

<Queue Name>

Display the selected queue by default. When this is selected, the specified queue is displayed when users select Service Desk > Tickets. This setting is disregarded if a setting is specified at the user level. If a queue does not appear on this list, verify that you have permission to view it.

Tip:
 
TIP: These settings can be overridden at the user level. See Set the default queue at the user level.
3.
Click Save.
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