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KACE Systems Management Appliance 13.0 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 Managing user notifications 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 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 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 Manage quarantined file attachments
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

Resolve Windows security issues that prevent Agent provisioning

Resolve Windows security issues that prevent Agent provisioning

If Windows security settings prevent the appliance from provisioning the Agent to Windows devices, you can reconfigure settings through a command prompt.

To allow provisioning, you must open the firewall and configure security settings.

1.
Open a command prompt on the device.
2.
Open the firewall and configure security settings:

reg add HKLM\SYSTEM\CurrentControlSet\Control\Lsa /v ForceGuest /t REG_DWORD /d 0 /f

reg add HKLM\Software\Microsoft\Windows\CurrentVersion\Policies\system /v LocalAccountTokenFilterPolicy /t REG_DWORD /d 1 /f

reg add "HKLM\SYSTEM\CurrentControlSet\Control\Terminal Server" /v FdenyTSConnections /t REG_DWORD /d 0 /f

netsh.exe firewall set service type=FILEANDPRINT mode=ENABLE scope=ALL

netsh.exe firewall set service type=REMOTEADMIN mode=ENABLE scope=ALL

Maintaining appliance security

Maintaining appliance security

Security run output

To maintain appliance security, review daily security reports, and apply appliance software updates as they become available.

When appliance software updates are available, they are advertised on the appliance Dashboard.

Security run output

Security run output

The appliance security status is provided in the security run output email.

The appliance security run output is automatically emailed to the system administrator every day at 02:00.

The following example shows the content of the security run output.


Checking setuid files and devices:

Checking for uids of 0:
root 0
toor 0

Checking for passwordless accounts:

MyK1 kernel log messages:
+++ /tmp/security.G1jFJvQh 2013-04-21 02:01:01.000000000 -0700
+em0: link state changed to DOWN
+em0: link state changed to UP
+em0: link state changed to DOWN
+em0: link state changed to UP
+em0: link state changed to DOWN
+em0: link state changed to UP
+em0: link state changed to DOWN
+em0: link state changed to UP
+em0: link state changed to DOWN
+em0: link state changed to UP
+em0: link state changed to DOWN
+em0: link state changed to UP
+em0: link state changed to DOWN
+em0: link state changed to UP

MyK1 login failures:

MyK1 refused connections:

-- End of security output --

Manage quarantined file attachments

Manage quarantined file attachments

The appliance includes a malware scanning feature for Service Desk file attachments. An automated process on the appliance ensures that the virus definition lists are updated on a regular basis. Any files attached to Service Desk tickets, and also any attachments to ticket-related email are scanned before they are added to the tickets.

Quarantined files are listed on the Antivirus Quarantine page. Use this page to review and manage quarantined Service Desk attachments. A notification appears when a threat is detected, with a link to the device associated with the file. You can also create notifications when specific kinds of threats are detected, or based on their status change.

1.
Go to the Antivirus Quarantine 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 Security, then click Antivirus Quarantine.
By default, the Antivirus Quarantine page displays new threats that have not been rejected or released from the quarantine. These items are always included in the appliance backup. You can filter this list using the View By menu, as required.
2.
Review the list of files and perform applicable actions.
For each quarantined file, the list displays its name, the time the file was first and last seen, the name of the malware variant, and additional information about the file's release or rejection, as applicable.
◦
To enable access to a quarantined file in the associated Service Desk ticket, select it in the list and click Choose Action > Release.
◦
To block access to a quarantined file in the Service Desk ticket, select it in the list and click Choose Action > Reject.
◦
To delete a quarantined file from the Service Desk ticket, select it in the list and click Choose Action > Delete
The Choose Action menu also allows you to export the list, or to create a report.
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