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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

Using Device Discovery

Using Device Discovery

About Device Discovery and device management
Tracking changes to Discovery settings
Discovering devices on your network

Use device Discovery to identify devices that are connected to your network and to retrieve information about those devices.

Use Discovery Results to label devices or add devices to inventory.

About Device Discovery and device management

About Device Discovery and device management

Devices that can be discovered include laptops, desktops, servers, mobile devices, virtual devices, printers, network devices, wireless access points, routers, switches and more.

These devices can be discovered even if they do not have the KACE Agent installed on them. You can run Discovery scans on-demand or schedule scans to run at specific times.

Discovery Results show the availability and details of devices. After devices are discovered, you can add devices to inventory by:

•
Installing the KACE Agent on devices. The KACE Agent can be installed on Windows, Mac®, Red Hat®, SUSE®, and Ubuntu® devices. See Provisioning the KACE Agent.
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Enabling Agentless management for devices. Agentless management is especially useful for devices that cannot have the KACE Agent installed, such as devices with unsupported operating systems. See Managing Agentless devices.

Tracking changes to Discovery settings

Tracking changes to Discovery settings

If History subscriptions are configured to retain information, you can view the details of the changes made to settings, assets, and objects.

This information includes the date the change was made and the user who made the change, which can be useful during troubleshooting. See About history settings.

Discovering devices on your network

Discovering devices on your network

Add a Discovery Schedule to perform a quick "what and where" scan of your network
Add a Discovery Schedule for a thorough scan of managed Windows, Mac, Linux, and UNIX computers
Obtain a Client ID and Client Secret for use in discovering Chrome devices
Add a Discovery Schedule for a KACE Cloud Mobile Device Manager device
Add a Discovery Schedule for a Google Workspace device
Add a Discovery Schedule for an Workspace ONE device
Add a Discovery Schedule for a VMware ESXi host or a vCenter Server
Add a Discovery Schedule for a Microsoft Hyper-V or System Center Virtual Machine Manager
System Center Virtual Machine Manager Credential Requirements
Add a Discovery Schedule for SNMP-enabled non-computer devices
About Discovery Results
View and search Discovery Results
Provision the Agent using the discovered IP address or hostname
Stop a running discovery scan
Delete Discovery Schedules

To discover devices, you can scan your network by creating a Discovery Schedule. The Discovery Schedule specifies the protocols to use during the scan, the IP Address range to be scanned, and the frequency of the scan.

Depending on what you want out of a discovery scan and what devices you are working with, you can choose from various Discovery types.

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Quick "what and where" Discovery: See Add a Discovery Schedule to perform a quick "what and where" scan of your network.
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Thorough Discovery: You can use this type of discovery to get more device information than what is available from the "what and where" type. See Add a Discovery Schedule for a thorough scan of managed Windows, Mac, Linux, and UNIX computers.
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External Integration Discovery: A different type of thorough discovery that is aimed at certain computer devices that are not Windows-, Mac Os X-, or Linux-based. For more information, see:
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Add a Discovery Schedule for a KACE Cloud Mobile Device Manager device
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Add a Discovery Schedule for a Google Workspace device
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Add a Discovery Schedule for an Workspace ONE device
•
Non-computer Discovery: See Add a Discovery Schedule for SNMP-enabled non-computer devices.

You can scan for devices across a single subnet or multiple subnets. You can also define a scan to search for devices listening on a particular port.

When adding Discovery Schedules, you should balance the scope of the scan (the number of IP addresses you are scanning) with the depth of the probe (the number of attributes you are scanning), so that you do not overwhelm the network or the appliance. For example, if you need to scan a large number of IP addresses frequently, keep the number of ports, TCP/IP connections, and so on, relatively small. As a rule, scan a particular subnet no more than once every few hours.

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