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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

Customize location fields

Customize location fields

You can rename, create, and delete fields on the Location Detail page, as needed.

1.
Go to the Location 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 Asset Management, then click Locations.
c.
Display the Location Detail page by doing one of the following:
▪
Click the name of a location.
▪
Select Choose Action > New.
2.
Specify location subtypes, if needed.
a.
In the Subtypes section, click Add Subtype.
The Location Asset Subtype Detail page appears. The Inherited Fields section shows fields that are available to the Asset Subtype because they have been added to the Asset Type.
b.
On the Location Asset Subtype Detail page that appears, review, and edit the following options, as needed:

Options

Description

Name

The name of the Location Subtype. This name appears in the list on the Location Detail page.

Default

Indicates whether to use the Location Subtype as the default for new locations. If you select this check box, new locations are automatically assigned to this Asset Subtype. You can change this setting any time.

Inherited Fields

This section displays the default location fields. You cannot make any changes to this section.

Subtype Fields

Add any fields that are specific to this Subtype, as needed. To add a field, click , and specify the required information.

c.
Click Save.
3.
If you want the locations to use barcodes, specify one or more tags in the Barcode Tags area.
Any locations that you create going forward will have the barcode tags available for configuration. For example, if you specify a Corporate Tag and a Dell Location Tag, barcodes identified with these two tags will be available for selection in on the Location Detail page, when you create or edit a location.
To add a barcode, click , type the barcode name, and click Save.
4.
Specify additional location fields, as needed.
a.
To add a field, in the Asset Fields area, click .
b.
Provide the following information for each new field:

Option

Description

Name

The field name.

Available Values

The values that appear in fields that contain lists of values. This field is enabled when you select Single Select or Multiple Select from the Type drop-down list. If you select Single Select or Multiple Select, you must enter at least one value in this field. To use multiple values, separate each value with a comma.

Required

Indicates whether the field is mandatory or optional. If this check box is selected, users must enter a value in the field when creating assets of the selected type.

Type

The type of field. Field types include:

•
Attachment: Enables users to add attachments to the asset.
•
Currency: Used for monetary values.
•
Software Catalog: Enables users to associate the asset with an application in the Software Catalog.
•
Publisher: Enables user to associate the publisher info of an application to the asset.
•
Date: Used for calendar information.
•
Label: Enables users to associate a label with the asset.
•
Locale : Enables user to associate the locale with an asset.
•
Link: Used for Internet links. Links must be valid URLs, such as http://quest.com.
•
Multiple Select: Displays a list where multiple values can be selected. The maximum length for each value is 255 characters.
•
Notes: Used for additional information.
•
Number: Used for numerical values expressed as whole numbers.
•
Parent: Enables the asset to point to the same type of asset in a parent-child relationship. For example, you might allow Location types to have a Parent connection, allowing New York to point to a North America location. This can then be used in the reporting system to show all assets in North America.
•
Publisher: Allows you to select from the current list of publishers available in the Software Catalog.
•
Single Select: Displays a value list where only a single value can be selected. The maximum length for each value is 255 characters.
•
Text: Used for additional text. The maximum length is 255 characters.
•
Timestamp: Used to add a day and time to the record.
•
User: Used to associate user records with an asset.
•
Assets Asset Type: Used to specify relationships among Asset Types.
c.
Click Save.
5.
Click Save.

Managing contracts

Managing contracts

Manage contracts
Add or edit contracts

A contract is a form of purchase agreement between the vendor and the end user, that describes the usage terms. Contracts can be associated with software and hardware items your business uses, and also for physical items such as office furniture or coffee machines.

You can add, edit, or delete contracts, as needed.

Manage contracts

Manage contracts

Contracts represent purchase or service agreements for hardware and software items your business uses, and also for any physical products or services, such as office chairs or coffee suppliers.

You can add, edit, or delete contracts, or export contract details into a file, as needed.

1.
Go to the Contracts 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 Asset Management, then click Contracts.
2.
To add a contract, select Choose Action > New.
See Add or edit contracts for more information.
3.
To delete a contract:
a.
Select the row containing the contract that you want to delete.
b.
Select Choose Action > Delete.
4.
To export one or more contract entries to a file:
a.
Select the rows containing the contracts that you want to export.
b.
Select Choose Action > Export, and then choose the appropriate option.
For example, to export all contracts to a CSV file, select them in the list, and then select Choose Action > Export > Export All To CSV Format.
You can import contract information from a file using the Import Assets wizard. For more information, see Importing asset data using CSV files.

Add or edit contracts

Add or edit contracts

The Contract Detail page shows the details of the selected contract.

Use this page to add or edit contracts, as needed.

1.
Go to the Contract 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 Asset Management, then click Contracts.
c.
Display the Contract Detail page by doing one of the following:
▪
Click the name of a contract.
▪
Select Choose Action > New > Contract-Hardware.
▪
Select Choose Action > New > Contract-Software.
▪
Select Choose Action > New > Contract-Other.
2.
Provide general information about the contract.
Contracts are a form of asset types, and apart from the Name field which is always required, the collection of the fields available with each contract type can be changed to suit your needs. For more information about Asset Types, see About Asset Types
The following fields typically appear on a contract record:

Option

Description

Subtype

The subtype assignment for this contract asset, if applicable. None indicates that the asset is not assigned to a subtype.

You can specify the contract subtypes in the applicable contract Asset Subtype (Contract-Software, Contract-Hardware, or Contract-Other). For more information about asset subtypes, see About Asset Subtypes, custom fields, and device detail preferences.

Asset Status

The contract status, if applicable. You can select a default asset status, or a custom one (if they exist). A default installation of the appliance includes the following asset statuses:

•
Active: Any asset that is deployed, active, or in use.
•
Disposed: An asset that is no longer available for use.
•
Expired: A software license or contract asset that has expired.
•
In Stock: A recently received asset.
•
Missing: Any asset that cannot be located.
•
Repair: An asset that is being repaired.
•
Reserved: An asset that is set aside for a specific person or use.
•
Retired: Any asset that reached its end-of-life state, or is no longer in use.
•
Stolen: An asset that has been reported as stolen.

For more information, see View and configure asset lifecycle settings.

Location

The location of this asset.

Name

The name of the contract.

Contract Number

The contract number.

Contract Description

Additional information about the contract.

Contract Start Date

The date when the contract is activated.

Contract End Date

The date when the contract ends.

Anniversary

Software and hardware contracts only. An indicator of when the contract is up for renewal.

Publisher

Software and hardware contracts only. The contract publisher.

Publisher Program

Software contracts only. The entries available for selection are populated from the Software Catalog, depending on what you set in the Publisher field. When you select a Publisher, the entries available for selection in this field are populated with the program entries associated with the selected Publisher, that exist in your Software Catalog.

Vendor

The name of the vendor associated with the contract. You can select from the available vendor entries.

Vendor Agreement Number

The number of the vendor agreement associated with the contract.

Manufacturer

Hardware contracts only. The manufacturer of the device associated with this contract.

Hardware Type

Hardware contracts only. The type of the hardware device associated with this contract, such as laptop or server.

Hardware Series

Hardware contracts only. The series of the hardware device associated with this contract.

Hardware Model

Hardware contracts only. The model number of the hardware device associated with this contract.

Purchase Order Number

The number of the purchase order associated with the contract.

Purchase Order Date

The date of the purchase order associated with the contract.

Linked Contract

Another contract that is associated with this contract entry.

Contact Name

The contact name associated with the contract.

Contact Email

The contact email address associated with the contract.

Contact Phone

The contact phone number associated with the contract.

Notes

Additional information about this contract.

Attachment 1, Attachment 2

Any file attachments associated with the contract.

3.
Optional. Add one or more barcodes to the contract, as needed.
a.
Under Barcodes, click , and provide the following information:

Option

Description

Barcode Data

The barcode number. Barcode numbers are always unique, they cannot be shared between multiple assets. However, it is possible for an active asset to share a barcode with an archived asset.

Barcode Name

The barcode tag associated with this asset type. There can be only one barcode of the same type per asset.

Barcode Format

The barcode format. For example, UPC-A, Code 11, or UPC-E.

4.
Review the information in the Service Desk section. If you are editing an existing contract associated with one or more Service Desk tickets, they are listed in this section.
5.
Review the information in the Related Assets section. If you are editing an existing contract associated with one or more licenses, they are listed in this section.
6.
Click Save.
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