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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

Changing ticket fields using email

Changing ticket fields using email

You can change the following ticket attributes using email messages if the value of the ticket field is set to User Modify.

For information on changing ticket field permissions, see Using ticket approvers.

Field

Description

@category

A valid category.

@cc_list

A comma-separated list of email addresses or distribution lists.

@due_date

A due date. The date can be in any format. For example, 4/3/2014, April 3, 2014, or next Thursday.

@impact

A valid ticket impact.

@owner

The owner's username, full name, or email address.

@priority

A valid ticket priority.

@resolution

A resolution.

@status

A valid ticket status.

@submitter

The submitter's username, full name, or email address. The email address is used for the username and email address fields. The full name is set to the Name portion of the email address. For example, name@domain.com.

@title

A title for the ticket.

@summary

A detailed description of the issue.

@asset

The asset associated with the ticket.

@machine

The device associated with the ticket.

@approval

The state of the ticket approval process. You can set this field to one of the following values: Approved, Rejected, None, or More Information Needed.

@approval_note

A note associated with the approval.

@owners_only

Indicates if only owners can comment on the ticket through email. When set to 1, the flag is True. Any other numeric value sets this indicator to False.

@custom_<number>

The value of a custom ticket field, where <number> is the custom field ID. For example, $custom_2=ABC assigns the value of ABC to the CUSTOM_2 ticket field.

Changing ticket approval fields using email

Changing ticket approval fields using email

Setting or changing custom fields using email

Users who are designated as ticket approvers can change a number of approval fields using email messages.

Approvers can change the following approval fields:

Field

Description

@approval

Modify the ticket. Use one of the following: Approved, Rejected, None, or More Information Needed.

@approver

Change the ticket approver. Enter a username from the ticket approval label. For instructions on setting up the label of approvers, see Using ticket approvers.

@approval_note

Enter a comment.

Setting or changing custom fields using email

You can set custom fields for Service Desk tickets through email using the prescribed syntax.

The syntax takes the form @custom_fieldname=newvalue.

Custom fields cannot contain spaces. Use an underscore between words. For example, new_value.

You can also use:

•
@priority = high
•
@priority = very_urgent

For multiselect custom fields, use a comma-separated list of values. Invalid values in select or multiselect custom fields produce errors.

Setting or changing custom fields using email

Changing ticket approval fields using email

Setting or changing custom fields using email

Users who are designated as ticket approvers can change a number of approval fields using email messages.

Approvers can change the following approval fields:

Field

Description

@approval

Modify the ticket. Use one of the following: Approved, Rejected, None, or More Information Needed.

@approver

Change the ticket approver. Enter a username from the ticket approval label. For instructions on setting up the label of approvers, see Using ticket approvers.

@approval_note

Enter a comment.

Setting or changing custom fields using email

You can set custom fields for Service Desk tickets through email using the prescribed syntax.

The syntax takes the form @custom_fieldname=newvalue.

Custom fields cannot contain spaces. Use an underscore between words. For example, new_value.

You can also use:

•
@priority = high
•
@priority = very_urgent

For multiselect custom fields, use a comma-separated list of values. Invalid values in select or multiselect custom fields produce errors.

Viewing tickets and managing comments, work, and attachments

Viewing tickets and managing comments, work, and attachments

Navigate among tickets, related devices, and assets
Add work information for tickets
Use default views for tickets
Create Filter views for tickets
Set a view as the default view for tickets
Add comments to tickets
Add owner-only comments to tickets
View ticket comments
Add or delete screen shots and attachments from Service Desk tickets
View ticket activity history
Send ticket information through email
Run Device Actions from tickets

You can navigate among tickets, and the devices and assets that are related to tickets, using links on detail pages. In addition, you can add work information, comments, and attachments, such as screenshots, to tickets.

On ticket detail pages, the related devices and assets are listed and linked for quick access. Similarly, you can access related tickets from device and asset detail pages. In addition, you can view and create tickets from device and asset detail pages.

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