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KACE Systems Management Appliance 14.1 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 About Remote Control 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 an All Ticket Owners label

Setting up labels for user accounts

Add an All Ticket Owners label

You can use labels to group user accounts the same way you use labels to group devices and software in the Inventory section. In addition, you can use Smart Labels to grant levels of access to users. For example, you could use labels to designate who can submit, accept, reject, work on, and resolve Service Desk tickets.

Additionally, any labels you create in the Inventory section can work as user labels in Service Desk, provided that you created those labels without restrictions. If the labels were created with restrictions, you can modify them, or create labels in the Inventory sections without restrictions.

Add an All Ticket Owners label

To give users permission to own Service Desk tickets, you can create an All Ticket Owners label that you can apply to user accounts.

1.
Go to the Label 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, in the Home section, click Label Management.
c.
On the Label Management panel, click Automatic labeling based on advanced search criteria under the Labels section to display the Smart Labels page.
d.
Select Choose Action > New Manual Label.
Tip:
 
TIP: Avoid using backslashes (\) in label names. If you need to use a backslash in a label name, add a second backslash (\\) to escape it.
2.
Provide the following information:

Option

Description

Name

The name of the label. This name appears on the Labels list.

Type a name such as All Ticket Owners.

Description

Any additional information you want to provide.

3.
Click Save.

The new label is available in the Choose Action > Apply Label menu on the Users page. To assign the label to Service Desk staff when you import user data, see Importing users from an LDAP server.

Using Smart Labels for patching

Using Smart Labels for patching

Add a Smart Label for critical OS patches
Add a Smart Label for new patches

You can use Smart Labels to automatically group patches and devices. You can also label patches and devices manually, but Smart Labels are usually more efficient because they are applied and removed automatically.

For example, you can create a Smart Label that matches all Windows 7 patches. Each time one of these patches becomes available to the appliance, the label is applied to the patch. If you set up a patching schedule to automatically detect and deploy devices with this label, the patch is automatically deployed to Windows 7 machines in inventory.

You can create a labeling scheme that organizes patches by operating system and importance, such as P (Patch) Operating System Importance. For example:

•
P Win7
•
P Win7 Critical
•
P Win7 Important
•
P MS Office
•
P Leopard
•
P Mac10.8 Critical Test

Similarly, you create device Smart Labels to specify the devices (D), on which you want to install patches:

•
D All Desktops
•
D All Servers
•
D All Laptops

The appliance evaluates the information provided by the Agents when they check in, and it applies device Smart Labels if the data matches the label criteria.

Patch Smart Labels are immediately applied to existing patches that meet the criteria. The label is added to new patches that meet the criteria when they are downloaded.

Add a Smart Label for critical OS patches

You can create a Smart Label to identify critical OS (operating system) patches.

1.
Go to the Patch 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Display available patches under the Catalogue section to display the Patch Catalog page.
2.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears.

The image displays the Smart Label panel with search criteria entered.

3.
Specify Smart Label criteria:
a.
Specify criteria that identify active patches:
Patch Listing Information: Status | is | Active
b.
Click Add Line, then specify criteria that identify critical patches:
AND | Patch Listing Information: Severity | is | Critical
c.
Click Add Line, then specify criteria that identify Windows patches:
AND | Patch Listing Information: Operating System | is | Windows
d.
Click Add Line, then specify criteria that identify operating system patches:
AND | Patch Listing Information: Category | is | OS
4.
Click Test to display items that match the search criteria.
5.
Adjust the criteria as needed until the results are what you expect.
6.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
7.
Click Save.

The Smart Label is applied to existing patches that meet the criteria. The label is added to new patches that meet the criteria when they are downloaded.

Subscribe to patches. See Subscribing to and downloading patches.

Add a Smart Label for new patches

You can create a Smart Label to quickly identify new patches that must be deployed.

1.
Go to the Patch 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Display available patches under the Catalogue section to display the Patch Catalog page.
2.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears.

The image displays the Smart Label panel with search criteria entered.

3.
Specify Smart Label criteria:
a.
Specify criteria that identify patches added after a specific date:
Patch Listing Information: Release Date | > <date yyyy-mm-dd>
b.
Click Add Line, then specify criteria that identify non-critical patches:
AND | Patch Listing Information: Impact | is not | Critical
c.
Click Add Line, then specify criteria that identify active patches:
AND | Patch Listing Information: Status | is | Active
4.
Click Test.
All non-critical patches added after the specified date are displayed.
5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Save.

The Smart Label is applied to existing patches that meet the criteria. The label is added to new patches that meet the criteria when they are downloaded.

Subscribe to patches. See Subscribing to and downloading patches.

Add a Smart Label for critical OS patches

Using Smart Labels for patching

Add a Smart Label for critical OS patches
Add a Smart Label for new patches

You can use Smart Labels to automatically group patches and devices. You can also label patches and devices manually, but Smart Labels are usually more efficient because they are applied and removed automatically.

For example, you can create a Smart Label that matches all Windows 7 patches. Each time one of these patches becomes available to the appliance, the label is applied to the patch. If you set up a patching schedule to automatically detect and deploy devices with this label, the patch is automatically deployed to Windows 7 machines in inventory.

You can create a labeling scheme that organizes patches by operating system and importance, such as P (Patch) Operating System Importance. For example:

•
P Win7
•
P Win7 Critical
•
P Win7 Important
•
P MS Office
•
P Leopard
•
P Mac10.8 Critical Test

Similarly, you create device Smart Labels to specify the devices (D), on which you want to install patches:

•
D All Desktops
•
D All Servers
•
D All Laptops

The appliance evaluates the information provided by the Agents when they check in, and it applies device Smart Labels if the data matches the label criteria.

Patch Smart Labels are immediately applied to existing patches that meet the criteria. The label is added to new patches that meet the criteria when they are downloaded.

Add a Smart Label for critical OS patches

You can create a Smart Label to identify critical OS (operating system) patches.

1.
Go to the Patch 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Display available patches under the Catalogue section to display the Patch Catalog page.
2.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears.

The image displays the Smart Label panel with search criteria entered.

3.
Specify Smart Label criteria:
a.
Specify criteria that identify active patches:
Patch Listing Information: Status | is | Active
b.
Click Add Line, then specify criteria that identify critical patches:
AND | Patch Listing Information: Severity | is | Critical
c.
Click Add Line, then specify criteria that identify Windows patches:
AND | Patch Listing Information: Operating System | is | Windows
d.
Click Add Line, then specify criteria that identify operating system patches:
AND | Patch Listing Information: Category | is | OS
4.
Click Test to display items that match the search criteria.
5.
Adjust the criteria as needed until the results are what you expect.
6.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
7.
Click Save.

The Smart Label is applied to existing patches that meet the criteria. The label is added to new patches that meet the criteria when they are downloaded.

Subscribe to patches. See Subscribing to and downloading patches.

Add a Smart Label for new patches

You can create a Smart Label to quickly identify new patches that must be deployed.

1.
Go to the Patch 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Display available patches under the Catalogue section to display the Patch Catalog page.
2.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears.

The image displays the Smart Label panel with search criteria entered.

3.
Specify Smart Label criteria:
a.
Specify criteria that identify patches added after a specific date:
Patch Listing Information: Release Date | > <date yyyy-mm-dd>
b.
Click Add Line, then specify criteria that identify non-critical patches:
AND | Patch Listing Information: Impact | is not | Critical
c.
Click Add Line, then specify criteria that identify active patches:
AND | Patch Listing Information: Status | is | Active
4.
Click Test.
All non-critical patches added after the specified date are displayed.
5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Save.

The Smart Label is applied to existing patches that meet the criteria. The label is added to new patches that meet the criteria when they are downloaded.

Subscribe to patches. See Subscribing to and downloading patches.

Add a Smart Label for new patches

Using Smart Labels for patching

Add a Smart Label for critical OS patches
Add a Smart Label for new patches

You can use Smart Labels to automatically group patches and devices. You can also label patches and devices manually, but Smart Labels are usually more efficient because they are applied and removed automatically.

For example, you can create a Smart Label that matches all Windows 7 patches. Each time one of these patches becomes available to the appliance, the label is applied to the patch. If you set up a patching schedule to automatically detect and deploy devices with this label, the patch is automatically deployed to Windows 7 machines in inventory.

You can create a labeling scheme that organizes patches by operating system and importance, such as P (Patch) Operating System Importance. For example:

•
P Win7
•
P Win7 Critical
•
P Win7 Important
•
P MS Office
•
P Leopard
•
P Mac10.8 Critical Test

Similarly, you create device Smart Labels to specify the devices (D), on which you want to install patches:

•
D All Desktops
•
D All Servers
•
D All Laptops

The appliance evaluates the information provided by the Agents when they check in, and it applies device Smart Labels if the data matches the label criteria.

Patch Smart Labels are immediately applied to existing patches that meet the criteria. The label is added to new patches that meet the criteria when they are downloaded.

Add a Smart Label for critical OS patches

You can create a Smart Label to identify critical OS (operating system) patches.

1.
Go to the Patch 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Display available patches under the Catalogue section to display the Patch Catalog page.
2.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears.

The image displays the Smart Label panel with search criteria entered.

3.
Specify Smart Label criteria:
a.
Specify criteria that identify active patches:
Patch Listing Information: Status | is | Active
b.
Click Add Line, then specify criteria that identify critical patches:
AND | Patch Listing Information: Severity | is | Critical
c.
Click Add Line, then specify criteria that identify Windows patches:
AND | Patch Listing Information: Operating System | is | Windows
d.
Click Add Line, then specify criteria that identify operating system patches:
AND | Patch Listing Information: Category | is | OS
4.
Click Test to display items that match the search criteria.
5.
Adjust the criteria as needed until the results are what you expect.
6.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
7.
Click Save.

The Smart Label is applied to existing patches that meet the criteria. The label is added to new patches that meet the criteria when they are downloaded.

Subscribe to patches. See Subscribing to and downloading patches.

Add a Smart Label for new patches

You can create a Smart Label to quickly identify new patches that must be deployed.

1.
Go to the Patch 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 Security, then click Patch Management.
c.
On the Patch Management panel, click Display available patches under the Catalogue section to display the Patch Catalog page.
2.
Click the Smart Label tab above the list on the right.
The Smart Label panel appears.

The image displays the Smart Label panel with search criteria entered.

3.
Specify Smart Label criteria:
a.
Specify criteria that identify patches added after a specific date:
Patch Listing Information: Release Date | > <date yyyy-mm-dd>
b.
Click Add Line, then specify criteria that identify non-critical patches:
AND | Patch Listing Information: Impact | is not | Critical
c.
Click Add Line, then specify criteria that identify active patches:
AND | Patch Listing Information: Status | is | Active
4.
Click Test.
All non-critical patches added after the specified date are displayed.
5.
In the Choose label drop-down list, do one of the following:
◦
Select an existing label to associate with the Smart Label. Type in the Choose label field to search for existing labels.
* 
NOTE: If you select a label group instead of a label, you will not be able to apply the Smart Label to a patching schedule. Patching schedules can only use Smart Labels based on a single item.
◦
Enter a new name for the Smart Label in the Choose label field, then press Enter or Return.
* 
NOTE: Press Enter or Return after you enter a new Smart Label name to move the text from the search field to the label field.
6.
Click Save.

The Smart Label is applied to existing patches that meet the criteria. The label is added to new patches that meet the criteria when they are downloaded.

Subscribe to patches. See Subscribing to and downloading patches.

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