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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

About LDAP Labels

About LDAP Labels

LDAP Labels are labels that interact with LDAP servers. These labels are automatically assigned to device and user records using LDAP queries or search filters.

There are two types of LDAP Labels:

•
Device: Labels applied to device records. This is useful if you want to automatically group devices by name, description, and other LDAP criteria. Each time a device is inventoried, this query runs against the LDAP server. the admin value in the Search Filter field is replaced with the name of the user that is logged in to the device. If a result is returned, the device is assigned the label specified in the Associated Label Name field.
•
User: Labels applied to user records. This is useful if you want to automatically group users by domain, location, budget code, or other LDAP criteria. LDAP Labels are applied to or removed from user records when users are imported to the appliance manually or according to a schedule.

About label groups

About label groups

You can organize labels by assigning them to label groups. Label groups share their types with the labels they contain.

Not only can a label group include multiple labels, but a label can be associated with more than one label group. Labels inherit any restrictions of the groups to which they belong.

About organization filters

About organization filters

Organization filters are similar to labels, but they serve a specific purpose: Organization filters automatically assign devices to organizations when devices are inventoried.

There are two types of organization filters:

•
Data Filters: Assigns devices to organizations automatically based on search criteria. When devices are inventoried, they are assigned to the organization if they meet the criteria. This filter is similar to Smart Labels in that it assigns devices to organizations automatically if they match specified criteria.
•
LDAP Filters: Assigns devices to organizations automatically based on LDAP or Active Directory interaction. When devices are inventoried, the query runs against the LDAP server. If devices meet the criteria, they are automatically assigned to the organization.

Tracking changes to label settings

Tracking changes to label settings

If History subscriptions are configured to retain information, you can view the details of the changes made to settings, assets, and objects.

This information includes the date the change was made and the user who made the change, which can be useful during troubleshooting.

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