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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

S

SAM
SAM is short for Software Asset Management, a method of managing applications in inventory. See Managing Software Catalog inventory.
Samba share
The built-in file sharing system on the appliance. See Enable file sharing at the System level.
SCAP
SCAP (Secure Content Automation Protocol), is a set of open standards that enumerate software flaws, monitor security-related configurations and product names, and examine systems to determine the presence of vulnerabilities and rank (score) the impact of the discovered security issues on Windows devices. SCAP is maintained by the National Institute of Standards and Technology (NIST), and its use is mandated by government agencies such as the US OMB (United States Office of Management and Budget).

SCAP uses the US government’s National Vulnerability Database (NVD), which is a standards-based vulnerability management data repository. NVD includes databases of security checklists, security-related software flaws, misconfigurations, product names, and impact metrics. For more information on SCAP and NVD, go to the NIST websites at http://scap.nist.gov/index.html and http://nvd.nist.gov/.

See About SCAP.

scripting
The ability to create and run a set of actions on managed devices. Scripts can be designed to do many different things, from installing or removing applications to verifying and changing settings, such as firewall settings, on managed devices. Scripts are deployed and run based on labels and schedules that you define, operating independently of the inventory process that is central to Managed Installations. See Adding and editing scripts.
scripts
See Offline KScripts , Online KScripts , and Online shell scripts .
Server monitoring
The appliance offers a module with which to perform basic performance monitoring for servers in inventory. The monitoring feature targets server-class operating systems, and provides default monitoring profiles that define criteria for performance alerts for each operating system. You can define additional, custom profiles that point to alternative event logs or OS level logs, with similar or different criteria.
Service Desk
Service Desk is the default name for the end-user trouble-ticket tracking system that is part of the appliance User Console. The Service Desk enables end users to submit trouble tickets through email or through the User Console, http://<appliance_hostname>/user, where <appliance_hostname> is the hostname of your appliance. Your help desk team manages these tickets through email, the Administrator Console, http://<appliance_hostname>/admin, or the KACE GO app. You can customize the categories and fields associated with tickets as needed. See About Service Desk.
Share With Quest
The options for sharing appliance information with Quest. See Configure data sharing preferences.
single sign on for appliances
See appliance linking .
single sign on for the Administrator Console and User Console
Single sign on enables users who are logged on to the domain to access the appliance Administrator Console and User Console without having to re-enter their credentials on the appliance login page. See About single sign on (SSO).
Smart Labels
Smart Labels are labels that are applied and removed automatically based on criteria you specify. For example, to track laptops in a specific office, you could create a label called “San Francisco Office,” and create a Smart Label based on the IP address range or subnet for devices located in the San Francisco office. Whenever a device that falls within the IP address range is inventoried, the Smart Label “San Francisco” is automatically applied. When the device leaves the IP address range, and is inventoried again, the label is automatically removed.

Smart Labels are applied to and removed from managed devices when the appliance processes device inventory. So if you create a Smart Label that enables metering on devices, it might take time for the Smart Label to be applied to devices and for devices to report metering information. Metering is enabled for devices that match the Smart Label criteria only after devices are inventoried and the Smart Label is applied.

See Managing Smart Labels.

Software Catalog
The Software Catalog is a database that contains standardized information about more than 57,000 Windows and Mac applications and software suites. Information in the catalog includes the name, version, publisher, and category of each application or suite as well as the operating system on which the application or suite runs. See Managing Software Catalog inventory.
software category
Software categories classify software as belonging to a specified group, such as software drivers or security applications. For applications listed on the Software page, categories are assigned manually. For applications listed on the Software Catalog page, software categories are assigned to applications automatically. See Using software threat levels and categories.

T

tether
The connection to Quest Support. The tether enables Quest representatives to connect to your system for troubleshooting. See Enable a tether to Quest KACE Support.
task throughput
The task load on the appliance. See Konductor .
third-party applications
Applications created by third-parties and licensed for use in Quest KACE products.
threat levels
Threat levels can be used to indicate the relative safety of items and the number of devices on which those items are located. This information is for tracking purposes only. The appliance does not enforce policies based on threat levels. See Using software threat levels and categories.

U

Uncataloged applications
Uncataloged applications are executables that are in the inventory but that do not appear in the Software Catalog. You can view applications that are listed as Uncataloged on the Software Catalog page. However, you cannot enable metering for Uncataloged applications, mark them as Not Allowed, or add license information for them. Uncataloged applications must be added to the local or public Software Catalog before they can be metered, marked as Not Allowed, or associated with license information. See Uncataloged applications.
User Console
The User Console is the web-based interface that makes software, scripts, and other downloadable items available to users on a self-service basis. It also enables users to access Knowledge Base articles and to file Service Desk support tickets to request help or report issues. To access the User Console, go to http://<appliance_hostname>/user where <appliance_hostname> is the hostname of your appliance. See About Service Desk.
User Downloads
User Downloads are software installation packages, such as printer drivers and other applications, that are distributed to users through the User Console. See Managing User Downloads.

V

virtual appliance
See appliance or virtual appliance .
Vulnerability Testing
Vulnerability testing is the process of scanning, and establishing schedules to scan, Windows devices for known vulnerabilities using the Open Vulnerability Assessment Language (OVAL) battery of tests. Vulnerability testing is a useful complement to patching and other forms of security hardening to verify whether those measures are addressing known issues. See About OVAL security checks.
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