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KACE Systems Management Appliance 11.1 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 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 Managing Linux package upgrades 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

View ITNinja information for software

Viewing ITNinja information

If the ITNinja feed is enabled, you can view ITNinja information related to Managed Installations, File Synchronizations, and software on detail pages in the Administrator Console.

See Enable the ITNinja feed.

NOTE: ITNinja information is available for software on the Software page, but it is not available for software on the Software Catalog page.
View ITNinja information for software

You can view ITNinja information on the Software Detail page.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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 Inventory > Software to display the Software page.
View ITNinja information for Managed Installations

You can view ITNinja information for Managed Installations.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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.
Click Distribution to display the Managed Installations page.
3.
View ITNinja information for File Synchronizations

You can view ITNinja information for File Synchronizations.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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 Distribution > File Synchronizations to display the File Synchronizations page.
3.

View ITNinja information for Managed Installations

Viewing ITNinja information

If the ITNinja feed is enabled, you can view ITNinja information related to Managed Installations, File Synchronizations, and software on detail pages in the Administrator Console.

See Enable the ITNinja feed.

NOTE: ITNinja information is available for software on the Software page, but it is not available for software on the Software Catalog page.
View ITNinja information for software

You can view ITNinja information on the Software Detail page.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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 Inventory > Software to display the Software page.
View ITNinja information for Managed Installations

You can view ITNinja information for Managed Installations.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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.
Click Distribution to display the Managed Installations page.
3.
View ITNinja information for File Synchronizations

You can view ITNinja information for File Synchronizations.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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 Distribution > File Synchronizations to display the File Synchronizations page.
3.

View ITNinja information for File Synchronizations

Viewing ITNinja information

If the ITNinja feed is enabled, you can view ITNinja information related to Managed Installations, File Synchronizations, and software on detail pages in the Administrator Console.

See Enable the ITNinja feed.

NOTE: ITNinja information is available for software on the Software page, but it is not available for software on the Software Catalog page.
View ITNinja information for software

You can view ITNinja information on the Software Detail page.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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 Inventory > Software to display the Software page.
View ITNinja information for Managed Installations

You can view ITNinja information for Managed Installations.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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.
Click Distribution to display the Managed Installations page.
3.
View ITNinja information for File Synchronizations

You can view ITNinja information for File Synchronizations.

The ITNinja feed must be enabled. See Enable the ITNinja feed.

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 Distribution > File Synchronizations to display the File Synchronizations page.
3.

Disable the ITNinja feed

Disable the ITNinja feed

To prevent the ITNinja feed from being displayed in the Administrator Console, change the appliance settings that share data with Quest. This disables the ITNinja feed.

1.
Go to the appliance 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 General Settings.
3.
In the Share With Quest section, clear the Share detailed usage data... check box.
4.
Click Save.

For more information on appliance General Settings, see Configure appliance General Settings with the Organization component enabled.

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