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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

Connect your email server to the appliance

Connect your email server to the appliance

You can connect your email server to the appliance so that the Service Desk can receive email from your email server. The process for connecting depends entirely upon your email configuration.

If you are using Microsoft Exchange Server, see the Microsoft documentation on transport rules.

1.
Open the Exchange Server Manager.
2.
Optional: Create a Virtual SMTP server. This is not necessary if you have an SMTP server.
3.
Create a Virtual SMTP Connector called appliance_HelpDesk.
4.
Select Administrative Groups > Connectors > appliance_HelpDesk to display the appliance_HelpDesk Properties page.
5.
Click General.
6.
Click Use DNS to route each address space on this connector.
The Local Bridgeheads section becomes available.
7.
Complete the Local Bridgeheads section:

Server

Virtual Server

your_exchange_servername

Default SMTP Virtual Server

8.
Click the Address Space tab.
9.
Click Add to add an address space for the appliance SMTP server. Use the following settings:
◦
Type: SMTP
◦
Address: Enter the fully qualified appliance server name. The syntax is k1000.mydomain.com.
◦
Cost: Set this to one level above the other connectors. That way, appliance email is filtered first, and no appliance email inadvertently leaves the network.
10.
Under Connector scope, click Entire organization.
11.
Leave Allow messages to be relayed to these domains disabled.
12.
Click OK to save and close the appliance_HelpDesk Properties page.

Your email server is now connected to the appliance.

Using internal and external SMTP servers

Using internal and external SMTP servers

Use the internal SMTP server
Use an external SMTP server or Secure SMTP server

Depending on the needs of your environment, you can set up your email to go through the internal SMTP server or an external SMTP server.

The appliance includes an internal SMTP server. If most of the email traffic coming to the appliance is from and to your Service Desk staff, it might make sense to use this internal server. To set it up, see Use the internal SMTP server.

If all of your email must go through a specific external SMTP server, direct the appliance to use this server. See Use an external SMTP server or Secure SMTP server.

Use the internal SMTP server

Use the internal SMTP server

You can configure the appliance network settings to use the internal SMTP email server.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Network Settings to display the Network Settings page.
3.
In the Email Configuration section, clear the Enable SMTP Server check box. This setting refers to an external SMTP server.
4.
Click Save.
5.
If prompted, click Yes to restart the appliance and apply the changes.

The internal SMTP server is set to process outgoing email. For information about configuring SMTP settings for queues, see Create and configure POP3 email accounts.

Use an external SMTP server or Secure SMTP server

Use an external SMTP server or Secure SMTP server

To use an external SMTP server, you need to set up an account for the SMTP server in the appliance network settings, and you need to set up an account on the SMTP server for each Service Desk queue.

To use secure SMTP (SSMTP), select the SSL setting in each queue. This is necessary because Microsoft does not allow aliasing from addresses in the Exchange 365 service.

1.
Confirm that your external router and firewall allow the appliance to use port 25 to send email.
2.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
3.
Click Network Settings to display the Network Settings page.
4.
To use an external SMTP server, select Enable SMTP Server in the Email Configuration section, then specify SMTP server options:

Option

Description

Server

Specify the hostname or IP address of an external SMTP server, such as smtp.gmail.com. External SMTP servers must allow anonymous (non-authenticated) outbound email transport. Ensure that your network policies allow the appliance to contact the SMTP server directly. In addition, the mail server must be configured to allow the relaying of email from the appliance without authentication. If you specify an IP address, enclose the address in brackets. For example [10.10.10.10].

Port

Enter the port number to use for the external SMTP server. For standard SMTP, use port 25. For secure SMTP, use port 587.

Login

Enter the username of an account that has access to the external SMTP server, such as your_account_name@gmail.com.

Password and Confirm Password

Enter the password of the specified server account.

5.
Test the SMTP configuration.
a.
Click Test Connection.
b.
In the Connection Test SMTP dialog box that appears, type the email address to which you want to send a test email using the newly configured SMTP server, and click Send Test Email.
The Connection Test SMTP dialog box refreshes, showing the test results. status of the email operation. If the test fails, verify your configuration, and try again.
6.
Optional: To configure a different SMTP or POP3 server for each queue, go to the Configure Service Desk Queue Email Settings page:
a.
On the left navigation bar, click Service Desk, then click Configuration.
b.
On the Configuration panel, in the Email Configuration section, click Configure Service Desk Queue Email Settings.
The Service Desk Queue Email Settings page appears.
7.
If you want to use an external SMTP server for emails associated with this queue, use the settings in the Outbound Email Setting section.
a.
Select the Specify Queue specific SMTP Settings check box.
b.
Specify the following options:

Option

Description

SMTP Server

Specify the hostname or IP address of an external SMTP server, such as smtp.gmail.com. External SMTP servers must allow anonymous (non-authenticated) outbound email transport. Ensure that your network policies allow the appliance to contact the SMTP server directly. In addition, the mail server must be configured to allow the relaying of email from the appliance without authentication.

SMTP Port

Enter the port number to use for the external SMTP server. For standard SMTP, use port 25. For secure SMTP, use port 587.

SMTP Username

Enter the username of an account that has access to the external SMTP server, such as your_account_name@gmail.com.

SMTP Password

Enter the password of the specified server account.

8.
Click Save.
The appliance is configured to forward email to the designated SMTP server. If you have multiple queues, repeat the preceding steps for each queue.
Tip:
 
TIP: By default, the appliance accepts Service Desk email only when the sender’s email address matches a user account on the appliance. To change this setting, see the setting, Accept email from unknown users in the section Configuring Service Desk ticket queues.
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