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KACE Systems Management Appliance 11.0 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 Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring Agent 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
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO 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 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 Managing Mac profiles 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 Maintaining device and appliance security
Using reports and scheduling notifications Monitoring servers
Getting started with server 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

About power management and power consumption

About power management and power consumption

To get an overview of device power consumption, you can run power management reports for a set time, such as a month.

For more information about the Power Management category of reports, see Creating reports.

You can also configure the amount of time that device uptime information is retained. See Configure appliance General Settings with the Organization component enabled. This option is one of the last configuration options.

To collect information about the power use of desktop devices:

Make a Smart Label in inventory for Uptime since last reboot that contains time period in which you are interested.

Add power management scripts for Windows devices

Add power management scripts for Windows devices

Use this template to create energy management profiles for Windows devices. Power usage settings are a trade-off between CPU usage and power usage.

On Windows devices, power management is configured using the built-in powercfg command.

1.
Go to the Windows Power Management 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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Windows section, click Power Management.
2.
On the Configuration Policy: Windows Power Management page, select your target operating system.
3.
Select a profile: Balanced, High Performance, Power Saver, or Custom.
NOTE: If you choose the Custom profile, and under Hard disk set Turn off hard disk after (Seconds) to '0' (zero), the hard disk will never turn off.
4.
Click Save to display the Script: Edit Detail page.

Add Registry scripts

Add Registry scripts

Use this template to create scripts that enforce registry settings on Windows devices.

1.
Use regedit.exe to locate and export the values from the registry that you are interested in.
3.
Go to the Windows Registry 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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Windows section, click Registry.

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

Registry File

The registry values to apply when the script runs.

5.
Click Save to display the Script Detail page.
7.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
8.
Click Save.

A new script is created, which checks that the values in the registry file match the values found on the target devices. Any missing or incorrect values are replaced.

Add Remote Desktop Control Troubleshooter scripts

Add Remote Desktop Control Troubleshooter scripts

Use this template to create a troubleshooting script for the Remote Desktop Control feature on Windows devices.

This script tests the following:

Terminal Services: To access a Windows device using Remote Desktop, Terminal Services must be running. This script verifies that Terminal Services is running.
Firewall Configuration: If the Windows Firewall is running on the device, the script tests for configurations that might block Remote Desktop Control requests.
1.
Go to the Remote Desktop Control Troubleshooter 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 Scripting, then click Configuration Policies.
c.
On the Configuration Policies panel, in the Windows section, click Remote Desktop Control Troubleshooter.

Option

Description

Name

A name that identifies the script. This name appears on the Scripts page.

Firewall Configuration

Specify the settings to apply when the script runs.

3.
Click Save to display the Script Detail page.
5.
To edit the raw XML used in the script, click Edit XML below the Schedule section.
6.
Click Save.
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