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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

How asset information is handled during import

How asset information is handled during import

When asset information is imported, the appliance compares the new information to existing information to determine how the new information should be handled.

Depending on whether the information is new, existing, or duplicated, the appliance performs the following actions:

Creates the asset: If the Primary Key value does not match an existing value, the asset is created.
Updates the asset: If the Primary Key value matches an existing value, the asset information is updated.
Flags the asset as a duplicate: If multiple records for the Asset Type match the value of the CSV field chosen as the Primary Key, OR if multiple records match the associated asset, the asset is flagged as a duplicate. Duplicate records are not imported.

Importing asset data using CSV files

Importing asset data using CSV files

You can import asset data, such as software license data, using CSV (comma separated value) files.

Prepare asset data before importing

Verify that asset data is appropriate and formatted properly before importing it.

3.
Verify that all columns map to equivalent Asset Fields in the Asset Type.
Asset Types include default fields, such as Asset Name, Purchase Order Number, and Vendor, but you can add custom asset fields if necessary. See About adding and deleting asset fields.
Example: Import license data from prepared spreadsheets

You can import license data from prepared CSV files.

This example describes how to import License assets for Software Catalog inventory, either as a one-time import, or a scheduled import using a file from a network share. The example shows only the fields that are required for License asset import. You can add additional files, such as unit cost, publisher, product keys, and so on to meet your information management needs.

If you want to assign the imported assets to an Asset Subtype, add the subtype before you import the assets. See Add Asset Subtypes and select Device Detail page preferences.

Asset Name

License Count

License Mode

Includes Maintenance

Applies to Software Catalog

Software Title 1

100

Enterprise

Yes

Software Title 1

Software Title 2

150

Enterprise

Yes

Software Title 2

Software Title 3

200

Enterprise

Yes

Software Title 3

Software Title 4

500

Enterprise

Yes

Software Title 4

The values in each column are separated by commas. For example: Software Title 1,100,Enterprise,Yes,Software Title 1
4.
Go to the Upload File page in the Import Assets section:
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 Asset Management, then click Import Assets.
5.
In the Import Assets wizard, select one of the following options:

Option

Description

Upload an Asset Import CSV file

Select this option to complete a one-time asset import from a CSV file. Then, click Browse or Choose File, then select the CSV file.

Schedule an Asset Import

Select this option to perform multiple asset import from a CSV file located on a network drive, at selected time intervals. Then, provide the following information:

Samba: Select this option to access the file using the Samba protocol, and provide the following information:
Enter the UNC path to the Samba share: Type the directory path to the CSV file.
FTP: Select this option to access the file on an FTP server, and provide the following information:
Enter the FTP Server hostname or IP address: Type the host name or IP address of the FTP server.
Enter the FTP sub-directory if one exists: Type the directory path to the CSV file on the FTP server.
Secure FTP: Select this option to access the file on a secure FTP server, and provide the following information:
Enter the Secure FTP Server hostname or IP address: Type the host name or IP address of the secure FTP server.
Enter the SFTP full path: Type the directory path to the CSV file on the secure FTP server.
Asset Import CSV file name: Type the name of the CSV file that you want to import.
Credentials: Select the credential that you want to use to access the specified network resource. Any credentials that are defined in the appliance appear in the list. For more information, see Managing credentials.
7.
Scheduled asset imports only. On the Asset Import Selection Schedule page that appears, create a schedule for importing the CSV file.
a.
In the Asset Import Schedule Name field, type the name that you want to assign to this schedule.
b.
Select Enable Asset Schedule.
c.
In the Schedule section, specify the import schedule, as required.

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

Use the following when specifying values:

Spaces ( ): Separate each field with a space.
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

8.
On theAsset Type Selection page that appears, complete the following steps:
a.
In the Asset Type drop-down list, select License.
b.
In the Asset Subtype drop-down list, select Productivity.
NOTE: In this example, the Asset Subtype, Productivity, has been added to the License Asset Type. The Subtype drop-down list is empty if you have not added subtypes for the License Asset Type. During import, all assets are assigned to the selected subtype.
c.
Click Next.
The Mapping page appears.
9.
In the CSV Fields drop-down list, select the fields that correspond to the appliance Required Standard Fields and Required Asset Fields. The mapping of these fields depends on the contents of your CSV file and the Asset Type. For the example in this section, use the following values:
Location=Location
Asset Status=Asset Status
License Count=License Count
10.
Select the PK check box next to the Asset Name field.
11.
If the assets you are importing use barcodes, in the Barcode Fields area, indicate how you want to import the barcodes.

Option

Description

Update asset barcodes with selected

Check if the barcodes supplied in this area already exist, and if they do, update them. If they do not exist, they are created for the specified assets.

Replace all asset barcodes with selected

Replace the existing barcodes with the specified barcodes.

Barcode Data

The field in the CSV file that contains the barcode. There can be only one barcode of the same type per asset.

Barcode Name

The field in the CSV file that contains the barcode tag. Barcode numbers are always unique, they cannot be shared between multiple assets. However, it is possible for an active asset to share a barcode with an archived asset.

Barcode Format

The field in the CSV file that contains the barcode format. For example, UPC-A, Code 11, or UPC-E.

12.
Click Preview to verify the data on the Confirmation page.
13.
One-time imports only. Complete the following steps.
a.
Click Import to complete the import process.
The Result for Asset Import page appears.
b.
Click Done to return to the Assets page.
14.
Scheduled imports only. Complete one of the following steps:
Click Save to save your newly created scheduled import. The Import Assets list page appears, showing the scheduled import entry in the list.
Click Run Now to import assets from the CSV file, and to save your scheduled import settings.
The Import Assets list page appears.

When the import is complete, the assets appear in the Assets list. If the titles of the software matched titles in the Software Catalog inventory, the assets are associated with the inventory items and you can view them on the Software Catalog Detail page for the items.

Prepare asset data before importing

Importing asset data using CSV files

You can import asset data, such as software license data, using CSV (comma separated value) files.

Prepare asset data before importing

Verify that asset data is appropriate and formatted properly before importing it.

3.
Verify that all columns map to equivalent Asset Fields in the Asset Type.
Asset Types include default fields, such as Asset Name, Purchase Order Number, and Vendor, but you can add custom asset fields if necessary. See About adding and deleting asset fields.
Example: Import license data from prepared spreadsheets

You can import license data from prepared CSV files.

This example describes how to import License assets for Software Catalog inventory, either as a one-time import, or a scheduled import using a file from a network share. The example shows only the fields that are required for License asset import. You can add additional files, such as unit cost, publisher, product keys, and so on to meet your information management needs.

If you want to assign the imported assets to an Asset Subtype, add the subtype before you import the assets. See Add Asset Subtypes and select Device Detail page preferences.

Asset Name

License Count

License Mode

Includes Maintenance

Applies to Software Catalog

Software Title 1

100

Enterprise

Yes

Software Title 1

Software Title 2

150

Enterprise

Yes

Software Title 2

Software Title 3

200

Enterprise

Yes

Software Title 3

Software Title 4

500

Enterprise

Yes

Software Title 4

The values in each column are separated by commas. For example: Software Title 1,100,Enterprise,Yes,Software Title 1
4.
Go to the Upload File page in the Import Assets section:
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 Asset Management, then click Import Assets.
5.
In the Import Assets wizard, select one of the following options:

Option

Description

Upload an Asset Import CSV file

Select this option to complete a one-time asset import from a CSV file. Then, click Browse or Choose File, then select the CSV file.

Schedule an Asset Import

Select this option to perform multiple asset import from a CSV file located on a network drive, at selected time intervals. Then, provide the following information:

Samba: Select this option to access the file using the Samba protocol, and provide the following information:
Enter the UNC path to the Samba share: Type the directory path to the CSV file.
FTP: Select this option to access the file on an FTP server, and provide the following information:
Enter the FTP Server hostname or IP address: Type the host name or IP address of the FTP server.
Enter the FTP sub-directory if one exists: Type the directory path to the CSV file on the FTP server.
Secure FTP: Select this option to access the file on a secure FTP server, and provide the following information:
Enter the Secure FTP Server hostname or IP address: Type the host name or IP address of the secure FTP server.
Enter the SFTP full path: Type the directory path to the CSV file on the secure FTP server.
Asset Import CSV file name: Type the name of the CSV file that you want to import.
Credentials: Select the credential that you want to use to access the specified network resource. Any credentials that are defined in the appliance appear in the list. For more information, see Managing credentials.
7.
Scheduled asset imports only. On the Asset Import Selection Schedule page that appears, create a schedule for importing the CSV file.
a.
In the Asset Import Schedule Name field, type the name that you want to assign to this schedule.
b.
Select Enable Asset Schedule.
c.
In the Schedule section, specify the import schedule, as required.

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

Use the following when specifying values:

Spaces ( ): Separate each field with a space.
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

8.
On theAsset Type Selection page that appears, complete the following steps:
a.
In the Asset Type drop-down list, select License.
b.
In the Asset Subtype drop-down list, select Productivity.
NOTE: In this example, the Asset Subtype, Productivity, has been added to the License Asset Type. The Subtype drop-down list is empty if you have not added subtypes for the License Asset Type. During import, all assets are assigned to the selected subtype.
c.
Click Next.
The Mapping page appears.
9.
In the CSV Fields drop-down list, select the fields that correspond to the appliance Required Standard Fields and Required Asset Fields. The mapping of these fields depends on the contents of your CSV file and the Asset Type. For the example in this section, use the following values:
Location=Location
Asset Status=Asset Status
License Count=License Count
10.
Select the PK check box next to the Asset Name field.
11.
If the assets you are importing use barcodes, in the Barcode Fields area, indicate how you want to import the barcodes.

Option

Description

Update asset barcodes with selected

Check if the barcodes supplied in this area already exist, and if they do, update them. If they do not exist, they are created for the specified assets.

Replace all asset barcodes with selected

Replace the existing barcodes with the specified barcodes.

Barcode Data

The field in the CSV file that contains the barcode. There can be only one barcode of the same type per asset.

Barcode Name

The field in the CSV file that contains the barcode tag. Barcode numbers are always unique, they cannot be shared between multiple assets. However, it is possible for an active asset to share a barcode with an archived asset.

Barcode Format

The field in the CSV file that contains the barcode format. For example, UPC-A, Code 11, or UPC-E.

12.
Click Preview to verify the data on the Confirmation page.
13.
One-time imports only. Complete the following steps.
a.
Click Import to complete the import process.
The Result for Asset Import page appears.
b.
Click Done to return to the Assets page.
14.
Scheduled imports only. Complete one of the following steps:
Click Save to save your newly created scheduled import. The Import Assets list page appears, showing the scheduled import entry in the list.
Click Run Now to import assets from the CSV file, and to save your scheduled import settings.
The Import Assets list page appears.

When the import is complete, the assets appear in the Assets list. If the titles of the software matched titles in the Software Catalog inventory, the assets are associated with the inventory items and you can view them on the Software Catalog Detail page for the items.

Example: Import license data from prepared spreadsheets

Importing asset data using CSV files

You can import asset data, such as software license data, using CSV (comma separated value) files.

Prepare asset data before importing

Verify that asset data is appropriate and formatted properly before importing it.

3.
Verify that all columns map to equivalent Asset Fields in the Asset Type.
Asset Types include default fields, such as Asset Name, Purchase Order Number, and Vendor, but you can add custom asset fields if necessary. See About adding and deleting asset fields.
Example: Import license data from prepared spreadsheets

You can import license data from prepared CSV files.

This example describes how to import License assets for Software Catalog inventory, either as a one-time import, or a scheduled import using a file from a network share. The example shows only the fields that are required for License asset import. You can add additional files, such as unit cost, publisher, product keys, and so on to meet your information management needs.

If you want to assign the imported assets to an Asset Subtype, add the subtype before you import the assets. See Add Asset Subtypes and select Device Detail page preferences.

Asset Name

License Count

License Mode

Includes Maintenance

Applies to Software Catalog

Software Title 1

100

Enterprise

Yes

Software Title 1

Software Title 2

150

Enterprise

Yes

Software Title 2

Software Title 3

200

Enterprise

Yes

Software Title 3

Software Title 4

500

Enterprise

Yes

Software Title 4

The values in each column are separated by commas. For example: Software Title 1,100,Enterprise,Yes,Software Title 1
4.
Go to the Upload File page in the Import Assets section:
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 Asset Management, then click Import Assets.
5.
In the Import Assets wizard, select one of the following options:

Option

Description

Upload an Asset Import CSV file

Select this option to complete a one-time asset import from a CSV file. Then, click Browse or Choose File, then select the CSV file.

Schedule an Asset Import

Select this option to perform multiple asset import from a CSV file located on a network drive, at selected time intervals. Then, provide the following information:

Samba: Select this option to access the file using the Samba protocol, and provide the following information:
Enter the UNC path to the Samba share: Type the directory path to the CSV file.
FTP: Select this option to access the file on an FTP server, and provide the following information:
Enter the FTP Server hostname or IP address: Type the host name or IP address of the FTP server.
Enter the FTP sub-directory if one exists: Type the directory path to the CSV file on the FTP server.
Secure FTP: Select this option to access the file on a secure FTP server, and provide the following information:
Enter the Secure FTP Server hostname or IP address: Type the host name or IP address of the secure FTP server.
Enter the SFTP full path: Type the directory path to the CSV file on the secure FTP server.
Asset Import CSV file name: Type the name of the CSV file that you want to import.
Credentials: Select the credential that you want to use to access the specified network resource. Any credentials that are defined in the appliance appear in the list. For more information, see Managing credentials.
7.
Scheduled asset imports only. On the Asset Import Selection Schedule page that appears, create a schedule for importing the CSV file.
a.
In the Asset Import Schedule Name field, type the name that you want to assign to this schedule.
b.
Select Enable Asset Schedule.
c.
In the Schedule section, specify the import schedule, as required.

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

Use the following when specifying values:

Spaces ( ): Separate each field with a space.
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

8.
On theAsset Type Selection page that appears, complete the following steps:
a.
In the Asset Type drop-down list, select License.
b.
In the Asset Subtype drop-down list, select Productivity.
NOTE: In this example, the Asset Subtype, Productivity, has been added to the License Asset Type. The Subtype drop-down list is empty if you have not added subtypes for the License Asset Type. During import, all assets are assigned to the selected subtype.
c.
Click Next.
The Mapping page appears.
9.
In the CSV Fields drop-down list, select the fields that correspond to the appliance Required Standard Fields and Required Asset Fields. The mapping of these fields depends on the contents of your CSV file and the Asset Type. For the example in this section, use the following values:
Location=Location
Asset Status=Asset Status
License Count=License Count
10.
Select the PK check box next to the Asset Name field.
11.
If the assets you are importing use barcodes, in the Barcode Fields area, indicate how you want to import the barcodes.

Option

Description

Update asset barcodes with selected

Check if the barcodes supplied in this area already exist, and if they do, update them. If they do not exist, they are created for the specified assets.

Replace all asset barcodes with selected

Replace the existing barcodes with the specified barcodes.

Barcode Data

The field in the CSV file that contains the barcode. There can be only one barcode of the same type per asset.

Barcode Name

The field in the CSV file that contains the barcode tag. Barcode numbers are always unique, they cannot be shared between multiple assets. However, it is possible for an active asset to share a barcode with an archived asset.

Barcode Format

The field in the CSV file that contains the barcode format. For example, UPC-A, Code 11, or UPC-E.

12.
Click Preview to verify the data on the Confirmation page.
13.
One-time imports only. Complete the following steps.
a.
Click Import to complete the import process.
The Result for Asset Import page appears.
b.
Click Done to return to the Assets page.
14.
Scheduled imports only. Complete one of the following steps:
Click Save to save your newly created scheduled import. The Import Assets list page appears, showing the scheduled import entry in the list.
Click Run Now to import assets from the CSV file, and to save your scheduled import settings.
The Import Assets list page appears.

When the import is complete, the assets appear in the Assets list. If the titles of the software matched titles in the Software Catalog inventory, the assets are associated with the inventory items and you can view them on the Software Catalog Detail page for the items.

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