To use the Service Desk, you must have an appliance, an email server, and user account information.
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Appliance requirements: To use Service Desk, you must have an appliance set up and configured. See information on setting up the appliance server in Configuring the appliance. |
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Email server requirements: You must have one of the following types of email servers for sending and receiving Service Desk email: |
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User account information: User account information can be stored in an LDAP-compliant directory service such as Microsoft Active Directory. Storing user account information allows Service Desk to efficiently find and import data that it uses to authorize users and identify anything else that you want to track. You can filter groups of users or other entities by referencing their LDAP attributes, such as organizational units, domain components, and relative distinguished names. See Configuring user accounts, LDAP authentication, and SSO. |
If your organization is small, you can eliminate this requirement by creating the required user account information manually, one user at a time. For more information about creating users manually, see Setting up Service Desk.
Service Desk is the default name for the end-user trouble-ticket tracking system that is part of the appliance User Console. The Service Desk enables end users to submit trouble tickets through email or through the User Console.
Your help desk team manages these tickets through email, the Administrator Console, http://appliance_hostname/admin, or the KACE GO app. You can customize the categories and fields associated with tickets as needed.
NOTE: In previous versions of the appliance, Service Desk was referred to as Help Desk. If you upgraded from a previous release, you might see Help Desk or a custom phrase on the tab in the Administrator Console. You can change this label as described in Rename Service Desk titles and labels. |
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