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KACE Systems Management Appliance 13.2 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

Review user notification alerts

Review user notification alerts

The appliance displays user notification alerts in the Administrator Console when it encounters certain predefined conditions.

The list of triggered user notifications can be accessed using the bell icon, located in the top-right corner of the screen. Use this icon to show or hide the Notification pane, as needed. An orange indicator appears on the bell icon when new notifications are reported. After reviewing all new notifications, the indicator disappears.

Each notification alert that appears in the list is triggered by the related notification configuration. For more details, see Configure user notifications.

The background color of an alert indicates the alert severity: info (blue), warning (yellow), warning (red). This is also determined in the notification configuration.

Notification items always include a time stamp, indicating when the alert occurred. They remain on the list for a configured amount of time, even if the appliance re-boots. You can edit the notification retention period on the General Settings page, as applicable. For more details, see Configure appliance General Settings with the Organization component enabled.

Some notifications include links that you can use to drill down to the object associated with the notification. For example, if you see a license expiration notice, the link in the notification takes you directly to the license instance that is about to expire.

If a notification applies to more than one item, such devices or licenses, in most cases multiple notification alerts appear, one for each applicable item. When the appliance runs a patch schedule against one or more devices, patch completion messages appear in the notification panel when ten percent of each target device is completed, for the first ten devices. For more information about patch schedules, see Configure patch schedules.

Also, when a notification configuration is associated with one or more users, the resulting notification alerts are displayed only to those users in the Administrator Console. When notification configurations are not linked to any users this way, all users with administrative permissions logged into the Administrator Console can see the related notifications. This mechanism does not apply to the System Administration Console which always shows all notifications to all users.

You can delete individual notifications by clicking the Delete icon in the top-right corner of each entry in the list. To clear the list of notifications, click Delete All.

1.
Do one of the following:
◦
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if Show organization menu in admin header 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.
◦
Log in to the appliance System Administration Console, https://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
The Dashboard or System Dashboard page appears.
2.
In the top-right corner of the screen, click the bell icon to display the Notification pane.
3.
Review the list of notifications.
4.
Optional. You can delete individual notifications, or all of them, as applicable.
◦
To delete a notification, click the Delete icon in the top-right corner of the notification alert.
◦
To delete all notifications, and clear the entire list, in the top-right corner of the Notification pane, click Delete All.

Configure user notifications

Configure user notifications

A wide range of predefined notification configurations come included with the appliance.

Administrators can review these configurations on the User Notifications page. Additional details about each configuration are displayed on the User Notification Detail page after selecting it in the list. Some configurations allow you to enable or disable them, while other settings are read-only.

You can use one or more labels to associate a notification configuration with specific users. This causes the resulting notification alerts to be displayed in the Administrator Console only to the users specified by those labels . If a notification configuration is not linked to any users this way, all users with administrative-level permissions can see the related notification alerts in the Administrator Console, when they are triggered. These settings do not apply to the System Administration Console, that always shows all notifications to all users.

1.
Go to the User Notifications list 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 Settings, then click User Notifications.
2.
On the User Notifications page, review the list of notifications.
For each item, the list displays its name, description, whether the notification is enabled, category, and any labels associated with it. There are several available categories, each focusing on a specific aspect of your environment. You can, for example, sort the list by category, and review all notifications in a specific segment, such as Security or Patching.
3.
To review or edit a specific notification configuration:
a.
Click the name of a user notification.
b.
Observe the contents of the User Notification Detail page.
The Name, Description, and Category settings are read-only. Some notification configurations allow you to enable or disable them using the Enabled check box. If this box appears greyed out, the notification configuration is always enabled.
c.
Review the User Notifications Label area, and edit the collection of labels, as needed.
When you add labels to a notification configuration, only the users specified by those labels can see the resulting notification alerts as they are being triggered. If a notification configuration does not point to any specific users using this method, its notifications can be displayed to all users with the administrative-level permissions in the Administrator Console. The System Administration Console, however, shows all notifications to all logged-in users regardless of these settings.
To view, add or edit labels associated with the notification configuration:
1.
Click Manage Associated Labels.
2.
In the Select Labels dialog box that appears, review or edit the list of labels that you want to associate with the user notification. You can add multiple labels to each notification configuration.
3.
When done, click OK to return to the User Notification Detail page.
d.
On the User Notification Detail page, click Save.

Enable Two-Factor Authentication for all users

Enable Two-Factor Authentication for all users

Two-Factor Authentication (2FA) provides stronger security for users logging into the appliance by adding an extra step to the login process. It relies on the Google Authenticator app to generate verification codes. The app generates a new six-digit code at regular intervals. When enabled, end users will be prompted for the current verification code each time they log in.

To download the Google Authenticator app, visit one of the following sites, as applicable:

•
Android devices: https://play.google.com/store/apps/details?id=com.google.android.apps.authenticator2
•
iOS devices: https://itunes.apple.com/ca/app/google-authenticator/id388497605?mt=8

You can enable 2FA access to the Administrator Console and User Console for all users in the selected organization using the Two-Factor Authentication page in the Administrator Console, as described below. Alternatively, you can enable or disable 2FA access to the Administrator Console and User Console using the System Administration Console. For more information, see Configure Two-Factor Authentication for organizations.

1.
Go to the Admin-level Two-Factor Authentication 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 Settings, then click Two-Factor Authentication.
2.
To enable 2FA for all users in the Administrator Console, under Two-Factor Authentication for Admin Portal, select Required for all Users.
This option overwrites 2FA settings in the User Details page. When 2FA is enabled for all users on this page, it cannot be disabled for individual users on the User Details page for any users that are associated with the selected organization (if applicable).
3.
To enable 2FA for all users in the User Console, under Two-Factor Authentication for User Portal, select Required for all Users.

Verifying port settings, NTP service, and website access

Verifying port settings, NTP service, and website access

Verify port settings
Verifying the status of the NTP service
Make necessary websites accessible to the appliance

Port settings, NTP service, and website access must be configured correctly to enable features such as Agent communications, Software Catalog updates, and patch downloads.

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