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KACE Systems Management Appliance 14.0 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 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 Configuring Content Security Policy
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 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 Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with 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

Configure locale settings for organizations

Configure locale settings for organizations

If the Organization component is enabled on your appliance, you configure locale settings for each organization separately.

Locale settings determine the formats used for date and time information displayed in the Administrator Console and User Console. All text in the interfaces is displayed in English regardless of locale settings. Locale settings also determine the date and time formats used in email sent from the Service Desk.

1.
Go to the General 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 Settings, then click General Settings.
2.
If the Organization component is enabled on your appliance, do the following:
a.
In the Locale Settings under General Operations tab, select a locale in the Organization Locale drop-down list.
b.
Click Save at the bottom of the page.
c.
If you have multiple organizations, repeat the preceding steps for each organization.
3.
If the Organization component is not enabled on your appliance, do the following:
a.
In the Locale Settings section, select a locale from the Organization Locale drop-down list.
b.
In the Locale Settings section, select a locale from the Command Line Console drop-down list.
c.
Click Save.

The selected locale is applied. Organization users who log in to the Administrator Console and User Console see the formats for this locale, provided that the browser settings are also set to display the locale. However, user locale settings take precedence over organization locale settings.

Configure locale settings for users

Configure locale settings for users

You can configure locale settings for each user. User locale settings take precedence over organization and System-level locale settings.

Locale settings determine the formats used for date and time information displayed in the Administrator Console and User Console. All text in the interfaces is displayed in English regardless of locale settings.

1.
Go to the User Detail 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 Settings, then click Users.
c.
Click the name of a user.
2.
In the Locale drop-down list, select a locale.
3.
Click Save.

The locale you selected is used when the user logs in to the Administrator Console or User Console, provided that the browser settings are also set to display the locale. User locale settings take precedence over the locale settings of the user’s organization.

Configuring the default theme

Configuring the default theme

Configure the default theme for the appliance
Configure the default theme for a user

In a default installation, the Administration Console appears in a default Light theme for every new user. Two additional themes are available: the Dark and Hybrid themes. You can change the default theme for the appliance. If the appliance theme is not suitable for your use, simply choose a different theme for your profile.

For example, if the Light theme is set by default for the appliance on the System level, and you associate the Dark theme with your user profile, the Dark theme is applied each time you log in.

Configure the default theme for the appliance

Configure the default theme for the appliance

In a default installation, the appliance is configured to use the Light theme. You can choose a different theme as the default appliance theme, as needed.

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 Customize general configurations under the General Settings section to display the General Settings page.
3.
On the General Settings page that appears, click the Themes drop-down list, and choose one of the following options: Light, Hybrid, or Dark.
When you choose the Light or Hybrid theme as the default appliance theme, the login page appears with a white background. A dark background is applied when the Dark theme is applied as the default appliance theme. The color of the login screen always reflects the configured appliance theme, not the theme associated with your user account. For example, if you choose the Dark theme in the Administrator Console, this theme becomes associated with your user account and is applied each time you log in. However if the appliance uses the Light theme by default, your login screen always appears with a white background. After a successful login, the Dark theme is applied.
* 
NOTE: Reports always appear with a white background, regardless of which theme is selected.
* 
NOTE: For newly created users, the Administrator Console uses the default theme. This can be changed on the next login. For more information, see Configure the default theme for a user.
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