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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

Troubleshoot devices that fail to appear in inventory

Troubleshoot devices that fail to appear in inventory

If Agent-managed devices do not appear in inventory, verify Agent and appliance configuration.

By default, KACE Agents installed on managed devices communicate with the appliance using HTTP over ports 80 and 443. If network connectivity is in place, but newly installed Agents do not connect to the appliance, there might be problems with the default kbox hostname in DNS.

1.
Install the Agent with hostname or IP address correctly specified:

Windows

msiexec /qn /i ampagent-6.x.xxxxx-x86.msi HOST=my_kace_sma

Mac OS X

hdiutil attach ampagent-6.x.xxxxx-all.dmg
sudo sh -c 'KACE_SERVER=my_kace_sma installer -pkg /Volumes/Quest_KACE/AMPAgent.pkg
-target /'
hdiutil detach /Volumes/Quest_KACE

Linux (RHEL and SLES)

export KACE_SERVER=my_kace_sma
export KACE_SERVER=my_kace_smasudo rpm -ivh ampagent-6.x.xxxxx.xxxx.xx.rpm
2.
To correct the server name for a device that is already installed, use the AMPTools utility:

Windows

32-bit systems: "C:\Program Files\Quest\KACE\AMPTools" host=my_kace_sma

64-bit systems: "C:\Program Files (x86)\Quest\KACE\AMPTools" host=my_kace_sma

Mac OS X

/Library/Application\ Support/Quest/KACE/bin/AMPTools host=my_kace_sma

Linux

/opt/quest/kace/bin/AMPTools host=my_kace_sma

3.
Verify that you are able to ping the appliance, and reach it through a web browser at http://appliance_hostname.
4.
Verify that Internet Options are not set to use proxy. Verify that proxy is excluded for the local network or appliance_hostname.
5.
Verify that no firewall or anti-spyware applications are blocking communication between the appliance and any of the Agent components, including:

Table 23. KACE Agent components for each operating system

Operating system

Agent components

Windows

ACUConfig.exe

AMPAgent.exe

AMPKickstart.exe

AMPTools.exe

AMPWatchDog.exe

Inventory.exe

KCopy.exe

KDeploy.exe

KInventory.exe

konea.exe

kpatch.exe

KSWMeterSvc.exe

KUserAlert.exe

runkbot.exe

Mac OS X and Linux

AMPAgent

AMPAgentBootup

AMPctl

AMPTools

AMPWatchDog

Inventory

KBoxClient

KCopy

KDeploy

KInventory

konea

kpatch

KSWMeterSvc

KUpdater

KUserAlert

runkbot

6.
Verify that the following processes are running:
◦
Windows: AMPAgent.exe, AMPWatchDog.exe, konea.exe.
◦
Mac and Linux: AMPAgent, konea.

If, after verifying these items, the Agent still fails to connect to the appliance, contact Quest Support at https://support.quest.com/contact-support.

Obtaining Dell warranty information

Obtaining Dell warranty information

Obtain Dell warranty information on a single Dell device instantly
Renew a Dell warranty
Run Dell warranty reports

The appliance periodically runs a background service that gathers and updates Dell warranty information on the Dell devices that are in your appliance inventory.

This service runs every four hours. If you have multiple organizations, the service selects a different organization in a round-robin fashion and collects warranty information on approximately 100 devices per organization. Over time, warranty information is gathered and updated for all Dell devices.

You can update Dell warranty information any time, and you can run reports to track warranty information.

* 
NOTE: The Dell warranty information is available only for Dell computers that are in inventory. In addition, the appliance must be able to reach the following domain to gather warranty information: api.dell.com. See Make necessary websites accessible to the appliance.

Obtain Dell warranty information on a single Dell device instantly

Obtain Dell warranty information on a single Dell device instantly

You can obtain warranty information for any managed Dell device in your inventory from the Administrator Console.

If you have many Dell devices, it might take a while to update the warranty information through the appliance’s background service.

1.
Go to the Devices 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 Inventory, then click Devices.
2.
In the list of devices, click the name of a Dell device to display the Device Detail page.
3.
In the Inventory Information section, expand Hardware.
Dell warranty information appears under the Dell Service Information section.
4.
Click Refresh.

The warranty information is updated immediately.

Renew a Dell warranty

Renew a Dell warranty

You can access the Dell Support website to renew warranties on Dell devices in inventory.

1.
Go to the Devices 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 Inventory, then click Devices.
2.
In the list of devices, click the name of a Dell device to display the Device Detail page.
3.
In the Inventory Information section, expand Hardware.
4.
Select the support.dell.com link in the Dell Service Information section.
You are directed to the Dell Support website where you can renew your warranty if it is out of date or view additional information.
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