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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

Stop a running discovery scan

Stop a running discovery scan

You can stop a running scan at any point in its progress.

You can stop a running discovery scan from either the Discovery Schedules list or from the Discovery Schedule Detail page. You can stop multiple scans from the Discovery Schedules list.

When you interrupt a scan with Stop, whatever devices in the IP range that has been scanned up to that point appear in Discovery Results.

1.
Go to the Discovery Schedules list:
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 Inventory, then click Discovery Schedules.
2.
Select Choose ActionStop, then click Yes to confirm.
NOTE: If any of the selected schedules are not running, selecting Stop does not prevent the scan from running at its next scheduled time.
Stop a running scan from its Discovery Schedule Detail page.
1.
Click the Discovery Schedule in the Name column to display the Discovery Schedule Detail page.
2.
Scroll to the bottom of the page, click Stop, then click Yes to confirm.
NOTE: When a scan is running, the Stop button takes the place of the Run Now button.

Scan activity stops for the designated Discovery Schedule. The Progress column on the Discovery Schedules list displays Stopping until the scan is fully stopped, at which point the progress status changes to Stopped.

Delete Discovery Schedules

Delete Discovery Schedules

You can delete Discovery Schedules as needed. When Discovery Schedules are deleted, scan results related to those schedules are also deleted. Devices discovered using the schedules, and added to inventory, remain in inventory.

1.
Go to the Discovery Schedules list:
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 Inventory, then click Discovery Schedules.
3.
Select Choose Action > Delete, then click Yes to confirm.

Managing device inventory

Managing device inventory

You can use the appliance to manage devices. Devices managed by the appliance are referred to as device inventory.

About managing devices

About managing devices

Managing devices is the process of using the appliance to collect and maintain information about devices on your network and performing tasks such as monitoring device status, creating reports, and so on.

To add devices to the appliance inventory, you can:

Install the KACE Agent on devices. Devices are automatically added to inventory after the Agent is installed on them and the Agent reports inventory to the appliance. See Provisioning the KACE Agent.
Enable Agentless management for devices. Agentless management is especially useful for devices that cannot have the KACE Agent installed, such as devices with unsupported operating systems. See Managing Agentless devices.

For information about the features available to devices, see Features available for each device management method.

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