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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

View available Dell Updates

View available Dell Updates

You can review the list of Dell updates in the Dell Update Catalog.

You must select Dell Update download settings to view related updates. See Select Dell Update download settings. When all Dell Update signature files are downloaded, the Dell Update Catalog lists the related updates.

* 
NOTE: The Severity column on this page uses the Microsoft security standards which do no match the Dell severity levels:

Severity level displayed

Corresponding Dell severity level

Moderate

Optional

Important

Recommended

Critical

Urgent

1.
Go to the Dell Update Catalog list 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 Security, then click Dell Updates.
c.
On the Dell Updates panel, click Show available updates in the Catalog section.
2.
Search for Dell Updates.
a.
Enter the search criteria into the search box.
For example, 2021.
b.
Press Enter.
The list page refreshes, showing only the Dell Updates whose version is 2021.

View Dell Update status

View Dell Update status

Dell Update details include vendor information and deployment status.

1.
Go to the Dell Update Catalog 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 Security, then click Dell Updates.
c.
On the Dell Updates panel, click Show available updates in the Catalog section.
d.
Click the name of a Dell Update.
The Dell Update Detail page appears, displaying complete information about the selected update.

Managing Linux package upgrades

Managing Linux package upgrades

View Linux package upgrade schedules
Configure Linux package upgrade schedules
Review Linux package upgrade schedule details
Review Linux package upgrades

Linux package upgrades improve the overall performance of your managed Linux devices and protect them from potential vulnerabilities.

The appliance allows you to automate the process of installing and managing Linux package upgrades. It relies on individual Linux package repositories, and the assumption that your managed Linux devices point to the appropriate repository.

Also, the appliance only detects the packages that include security updates, that are identified as such in each Linux repository. It does not attempt to detect or upgrade all packages, or to upgrade the entire OS on managed devices to the latest version.

* 
NOTE: The Linux Raspbian does not make a distinction between regular and security updates. Detecting and upgrading packages for a managed Raspbian device results in all updated packages being installed on the device.
* 
NOTE: The term update in KACE Systems Management Appliance assumes the following: if there are new versions of the packages available in the distribution’s repositories, the appliance uses the standard system commands to ensure that the system installs the latest version possible. This is not in any way meant to be exactly the same way that the word update (or upgrade) is used in the underlying system commands.

View Linux package upgrade schedules

View Linux package upgrade schedules

You can view summary information for the Linux package upgrade schedules that exist on the appliance. If the Organization component is enabled on your appliance, you view these schedules for each organization separately.

1.
Go to the Windows Feature Update Schedules 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 Security, then click Linux Package Upgrades.
2.
On the Linux Package Upgrades panel, click Detect missing package upgrades in the Schedules section.
Columns available on the Linux Package Upgrade Schedules page are very similar to the ones on the Patch Schedules page. For more information about the fields on the Patch Schedules page, see View a list of patch schedules.
3.
(Optional) To change column visibility, select Column Visibility from the Table Options drop-down list above the table on the right.
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