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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

Add, edit, or duplicate Knowledge Base articles

Add, edit, or duplicate Knowledge Base articles

You can add, edit, and duplicate Knowledge Base articles. These articles are available to users in the User Console.

1.
Go to the Article Detail 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 Service Desk, then click Knowledge Base.
c.
To display the Article Detail page, do one of the following:
▪
Click the name of an article.
▪
Select Choose Action > New.
2.
Provide the following information:

Field

Description

Title

A specific description of the issue covered in the Knowledge Base article. Write descriptive titles and use common terms to make it easy for users to find information.

Category

A general description of the type of issue, for example, “printing” or “network access.”

Platform

The operating systems to which this Knowledge Base article applies.

Importance

The value of the Knowledge Base article. For example, “reference” or “low”; or “critical” or “high.”

Restrict to Labels

To limit access to the article to specific sets of users, select the appropriate user labels from the list. If this field is empty, all users who have access to the User Console can see the Knowledge Base article.

Text

The content of the Knowledge Base article.

This field includes a full range of text editing options for formatting your content, such as buttons for bold text, hyperlinks, lists, text color, embedding images and videos.

For example:

•
To apply bold text to a text string, select it in the editor, and click .
•
You can add images to Knowledge base articles using three different methods. To do that, click , and in the image panel that appears, complete one of the following steps:
◦
To navigate to a file from your computer and upload it to the article, click . Any images added this way will be automatically saved as attachments to the KB article.
◦
To link to a file that is hosted elsewhere or is a part of another KB article, click .
◦
To link to a file that is already attached to the KB article, click .
•
To add external links, or links to other KB articles, click .
•
To attach a file, click . Any files uploaded using this option are saved as attachments to this KB article.
•
To embed an externally hosted video, click .
•
When you remove an image file from the article content, but do not delete the file attachments, you can add them back to the article content. To do that, click , and in the image panel that appears, click .
•
To delete a file attachment, click
3.
Optional: In the Attachments section, click Add, then click Browse or Choose File to add an attachment.
4.
Click Save.
Tip:
 
TIP: To create a Knowledge Base article from the comments in a ticket, click Create KB article on the Ticket Detail page.
The appliance assigns the Knowledge Base article an Article ID and displays it on the Knowledge Base page. To see how the Knowledge Base article appears to users in the User Console, click the Knowledge Base article’s title on the Knowledge Base page, then click the User URL on the Article Detail page.
5.
Optional: Click Duplicate.

Delete Knowledge Base articles

Delete Knowledge Base articles

You can delete Knowledge Base articles to permanently remove them from the appliance.

1.
Go to the Knowledge Base Articles 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 Service Desk, then click Knowledge Base.
2.
Select the check box next to one or more articles.
3.
Select Choose Action > Delete, then click Yes to confirm.

View user ratings and the number of views for Knowledge Base articles

View user ratings and the number of views for Knowledge Base articles

You can view user ratings for Knowledge Base articles as well as the number of times Knowledge Base articles have been viewed.

1.
Go to the Knowledge Base Article Detail 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 Service Desk, then click Knowledge Base.
c.
Click the name of an article.
The current user rating for the article and the number of page views appear at the bottom of the page.
2.
Mouse over the stars to view the definitions of the five-star rating system.
On the scale, 1 star is low, 5 stars are high.
* 
NOTE: Users can change their ratings. However, the database stores only the user’s most recent rating for each article.

Customizing Service Desk ticket settings

Customizing Service Desk ticket settings

About customizing Service Desk ticket settings
Create ticket categories and subcategories
Customizing ticket values
Customizing ticket layout
Using parent-child ticket relationships
Using ticket approvers

You can customize Service Desk ticket settings to meet the needs of your users and your environment. If you have multiple queues, you can customize ticket settings for each queue separately.

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