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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

Understanding escalation

Understanding escalation

When Service Desk tickets are escalated, email messages are sent to recipients as specified in the queue settings.

You can choose to send escalation email to:

•
Ticket owners
•
Ticket submitters
•
Users with the technical skills to resolve issues
•
Users with the authority to dedicate more resources to the problem

The Email on Events section of the Queue Detail page, and the Category CC list on each ticket, determine who receives escalation email messages.

Changing ticket escalation settings

Changing ticket escalation settings

Service Desk ticket escalation settings determine the actions that are taken when ticket priority or status changes.

Escalation email is sent for tickets with a priority of High and a status change from New to Opened. If a ticket owner does not respond to a ticket within 30 minutes, you can change the escalation settings to make the ticket eligible for escalation.

Change the list of escalation email recipients

Change the list of escalation email recipients

You can change the email recipients used for Service Desk ticket escalation as needed.

If you are using the default settings, change the ticket status from New to Opened. If you have changed the default settings, make sure that at least one status has a state of Opened, and assign the ticket that status. See Configuring ticket settings.

(Optional) Assign tickets the Opened state by default or create a policy requiring that ticket owners change the tickets status as soon as they take ownership.

1.
Go to the Service Desk Queue 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 Configuration.
c.
On the Service Desk Configuration page, under the Email Configuration section, click the Setup email on events link.
d.
Click the name of a queue.
2.
In the Email on Events section, select the appropriate check boxes to add owners, submitters, approvers, Ticket CC members, and Category CC members as escalation email recipients.
3.
Click Save.

Change the Response and Resolution time limits

Change the Response and Resolution time limits

You can change the time limits used for ticket escalation as needed.

1.
Go to the Service Desk Queue 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 Configuration.
c.
On the Service Desk Configuration panel, in the Queues section, click the Configure SLAs link
d.
Click the name of a queue.
2.
In the Service Level Agreement tab, change the time in the Response Time and Resolution Time fields to change the priority.
3.
Click Save at the bottom of the page.
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