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KACE Systems Management Appliance 15.0 - KACE Service Desk Administration 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 settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Enable API Access for the appliance Disable API Access for the appliance 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 Work with 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

Identify device issues

Identify device issues

Use the Device Issues list to see if any of your managed devices have issues connecting to the agent, or other issues.

The appliance relies on the KACE Agent to collect information from agent-managed devices in your organization. If a device encounters issues connecting to the agent, or other issues related to their environment, this prevents the appliance from obtaining inventory information for that device.

The Device Issues list page identifies any agent-managed devices whose information does not appear in the inventory due to any of the following issues:

•
WMI (Windows Management Instrumentation) corruption.
•
Desktop heap exhaustion.
Tip:
 
TIP: In most cases, this problem can be cleared by simply restarting the device.
•
Failure to write to amp.conf.

For more information about these issues, visit https://support.quest.com/kace-systems-management-appliance/kb.

1.
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.
2.
Select Settings > Support to display the Support page.
3.
In the Troubleshooting Tools section, click Device Issues to display the Device Issues page.
4.
Review the list of faulty devices on the Device Issues, and take any steps to resolve these issues, as required.

Enable a tether to Quest KACE Support

Enable a tether to Quest KACE Support

You can access the Quest Support Portal to request a tether to your appliance to enable Quest KACE Technical Support to troubleshoot issues.

Obtain a tethering key by contacting Quest Support at https://support.quest.com/contact-support.

To ensure security, enable remote access to the appliance after the Support team authorizes you to do so.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Security Settings on the appliance Control Panel to display the Security Settings page.
3.
Ensure the Enable SSH check box is selected.
4.
Click Save and Restart Services.
5.
On the left navigation bar, click Support to display the Support page.
6.
In the Troubleshooting Tools section, click Enter a Tether Key to display the Support Tether Key page.
7.
On the Support Tether Key page, in the text field, type the description of the problem, and complete one of the following steps.
◦
To obtain the tether key automatically and send the message to Technical Support, click Enable Tether.

If the process fails, select Enable Tether and type the tether key, as prompted. Click Save.

◦
To use a tether key provided by Technical Support, click I already have a tether key, then select Enable Tether and type the tether key, as prompted. Click Save.

Troubleshooting appliance issues

Troubleshooting appliance issues

View appliance logs
Download appliance activity logs
Viewing the daily run output

The appliance server logs can help you and Quest Support detect and resolve errors.

The logs contain the last seven days of activity, and they are copied and compressed every day. Compressed logs are deleted when they are seven days old.

Log maintenance checks are performed daily, and no additional administrative log maintenance procedures are required.

View appliance logs

View appliance logs

You can view appliance logs in the Administrator Console. Appliance logs provide information related to appliance processes and errors the system encounters.

If the appliance is configured to share detailed usage data with Quest KACE, appliance and Agent exceptions or errors are reported to Quest every day. See:

•
Configure appliance General Settings with the Organization component enabled
•
Configure appliance General Settings without the Organization component
1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
On the left navigation bar, click Logs to display the Logs page.
3.
Select a log in the Log drop-down list.

Log Type

Log Name

Description

Hardware

Disk Status

The status of the physical appliance disk array (not available for virtual appliances).

Server

K1000 Log

The errors generated on the appliance.

Access

The HTTP server's access information.

Server Errors

Errors or server warnings related to appliance server processes.

Stats

The number of connections the appliance is processing over time.

Updates

Details of appliance patches or upgrades applied to the appliance.

Reporting Log

Details of reports that have been run.

Reporting Errors

Errors related to reports that have been run.

Konductor Log

Konductor-related logs. Konductor is an internal appliance component that regulates communications between the appliance and managed devices to keep the system running smoothly. The number of tasks Konductor is running appears on the Tasks in Progress widget. In addition, task throughput information appears on the appliance General Settings page (on appliances with the Organization component enabled) or on the Communication Settings page (on appliances without the Organization component enabled). See:

•
Configure appliance General Settings with the Organization component enabled
•
Configure Agent communication and log settings

Patch Download Log

Information about patches that have been downloaded to the appliance.

Dell Updates Log

Information about Dell hardware updates that have been downloaded to the appliance.

Backup Log

Details of daily and monthly appliance backups.

Backup Restore Log

Details about restoring information from appliance backups.

Discovery Log

Information related to the discovery process.

Provisioning Log

Information related to the KACE Agent provisioning.

Agentless Log

Information related to Agentless device connections to the appliance.

Monitoring Log

Information related to monitored servers and their connections to the appliance.

Software Inventory

Information related to Software Catalog inventory processing.

Software Inventory Errors

Processing errors related to appliance Software Catalog inventory processing.

Asset Import Log

Information related to importing assets.

Dell Warranty Log

Information related to Dell Warranty updates.

User Authentication Log

Information related to user authentication. Each entry in the log includes the following information:

•
The name of the user account that attempts to log in.
•
The IP address of the device from which the login attempt originated.
•
The console to which the user attempts to log in: userui (User Console), systemui (System Administration Console), adminui (Administrator Console), or a Linked Appliance.
•
The name of the organization the user is authenticated against.
•
The type of authentication used: Local Authentication, Single Sign On, systemui Local Authentication, or LDAP.
•
The result of the login attempt: success or failed.

For example:

[2018-04-26 07:27:06 -0700] AUTH [info] admin - 10.1.243.172 - adminui - Default - systemui Local Authentication - success

Mail

Service Desk Incoming Mail Log

Information related to problems encountered by the Exim Server (Mail Transfer agent) while processing email for Service Desk queues. For example, invalid email addresses and Service Desk licensing issues.

Service Desk Incoming Mail Error Log

PHP errors encountered when inbound email messages are processed.

Service Desk Outgoing Mail Log

Errors encountered by the Mail Daemon while sending outgoing email messages. For example, invalid email addresses.

Service Desk Outgoing Mail Error Log

PHP errors encountered when outgoing email notifications are processed.

KMailServices Log

Information related to the KMailServices process.

EXIM

Exim Main Log

Information related to the arrival end delivery of each message.

Exim Reject Log

Information related to rejected messages.

Device

Client Access

KACE Agent access logs.

Client Errors

KACE Agent exception logs.

Agent Messaging Protocol Server

Server-related Agent Messaging Protocol log entries.

Agent Messaging Protocol Server Errors

Server-related Agent Messaging Protocol log errors.

Agent Messaging Protocol Queue

Queue-related Agent Messaging Protocol log entries.

Agent Messaging Protocol Queue Errors

Queue-related Agent Messaging Protocol log errors.

If the Organization component is enabled on your system, you can change the number of days logs are retained. This setting appears in the Log Retention section of the appliance General Settings. See Configure appliance General Settings with the Organization component enabled.

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