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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

Upload a profile that was created by another user

Upload a profile that was created by another user

If another user has made a custom profile available for use by others, you can upload it into your appliance.

You have access to an XML profile file created by another user.

1.
Go to the Profiles list 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 Monitoring, then click Profiles.
2.
Select Choose Action > Upload Profiles to display the Upload Profiles dialog.
3.
Click Choose File to navigate to the profile you want to upload, choose it, then click Upload.
You can select more than one profile.

The profile or profiles appear at the bottom of the Profiles list.

You can edit the new profile, if needed. See Edit a profile.

Download a profile so that it can be used by others

Download a profile so that it can be used by others

You can download a custom profile to make it available for use by other users.

1.
Go to the Profiles list 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 Monitoring, then click Profiles.
2.
Select the check box for the profile or profiles that you want to download, and select Choose Action > Download Profiles to send the profile or profiles to your Downloads folder.
The profile XML file name is derived from the profile name, as seen on the Profile Detail page, with a UNIX timestamp appended.

Distribute the profile.

Bind an additional profile to a device

Bind an additional profile to a device

When you enable monitoring on a device, the appliance assigns, or binds, to the device the default profile and the default log path that is appropriate for the device's operating system. You can add other profiles as needed, from custom profiles you create or obtain from other sources, like ITNinja.

1.
Go to the Monitoring Detail page:
a.
On the left navigation bar, click Monitoring, then click Devices.
b.
Click the name of a device to display the Monitoring Detail page.
2.
Click in the Profiles field to see a drop-down list of defined profiles, and select the one you want to apply.
3.
Click Save.

Define nonstandard log date format

Define nonstandard log date format

For any given operating system, the appliance knows and uses the standard format for log date and time when scanning the log file. However, if you use an uncommon format in your logs, you must define that format so that monitoring can properly parse the log.

* 
NOTE: In most cases, this field should be left blank.
NOTE: Log Date Format is not pertinent to Windows event logs.
1.
Go to the Profiles list 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 Monitoring, then click Profiles.
2.
Select the check box for the existing profile that you want to edit, and select Choose Action > Edit to display the Profile Detail page.
3.
Type the nonstandard log date format in to Log Date Format.
The supported format characters, and examples, can be viewed if you click next to Log Date Format.
4.
Click Save at the bottom of the page.
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