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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

Applications that cannot be blocked

Applications that cannot be blocked

Some applications, such as plug-ins to other applications, cannot be blocked.

The following applications can be marked as Not Allowed but they cannot be blocked or prevented from running on managed devices:

•
Browser plug-ins or external DLLs
•
Microsoft Visual Studio® plug-ins such as Infragistics
•
Java® applications

Apply the Application Control label to devices

Apply the Application Control label to devices

To enable Application Control on devices, you need to apply the ApplicationControlDevices label, or any label that has Application Control enabled, to devices.

After the label is applied to devices, applications that have been marked as Not Allowed are blocked or prevented from running on the devices.

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.
Select the check boxes next to one or more devices.
3.
Select Choose Action > Apply Labels.
4.
Drag and drop to the Apply these Label space, and click the Apply Label button.

The label appears next to device names on the Devices page.

Mark applications and suites as Not Allowed

Mark applications and suites as Not Allowed

You can mark individual applications, and application suites, as Not Allowed to prevent them from running on Agent-managed devices.

When you mark a suite as Not Allowed, the applications in that suite are also marked as Not Allowed. If you want to mark only some of the applications in a suite as Not Allowed, remove the Not Allowed designation from the suite, then mark the individual applications as Not Allowed.

1.
Go to the Software Catalog 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 Software Catalog.
2.
Select the check box next to one or more applications.
3.
Select Choose Action > Mark Not Allowed.

The applications are marked as Not Allowed, and the Not Allowed icon appears next to the application names: .

View applications and suites that are marked as Not Allowed

View applications and suites that are marked as Not Allowed

You can view applications and suites that are marked as Not Allowed on the Software Catalog page.

1.
Go to the Software Catalog 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 Software Catalog.
2.
Do one of the following:
◦
Click the Discovered or Not Discovered tab above the list on the left, then click the Not Allowed button on the Software Catalog page to sort the results by applications that are marked as Not Allowed: .
◦
Click the Advanced Search tab above the list on the right, then specify the criteria required for to view applications marked as Not Allowed:

Software Catalog: Not Allowed | is | True

3.
Click Search.
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