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KACE Systems Management Appliance 14.0 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 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 Configuring Content Security Policy
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 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 Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with 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 scheduling critical OS patches for desktops and servers

About scheduling critical OS patches for desktops and servers

Workflow for critical OS patches for desktops and servers

You can configure the appliance to install critical OS patches on desktops and servers according to a schedule.

Desktops are usually less crucial than servers and less mobile than laptops, so it is easier to schedule a time to patch them. Usually, you can schedule routine updates for the early morning hours before users arrive.

Servers run critical services that your organization requires. Schedule patching for servers in advance, and warn users of the temporary service outages that patching requires. Push server patches in the early morning hours or other times when the fewest number of users require the server resources.

Workflow for critical OS patches for desktops and servers

Workflow for critical OS patches for desktops and servers

The workflow includes identifying devices, identifying patches, scheduling actions, and deploying patches.

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Identify desktops: Create a Smart Label that identifies all devices that are desktops. This excludes servers and laptops. See Add a Smart Label for desktops.
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Identify servers: Create a Smart Label that identifies all servers. See Add a Smart Label for servers.
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Identify critical OS patches: Create a Smart Label that identifies all critical OS patches. See Add a Smart Label for critical OS patches.
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Schedule detect and deploy actions: Schedule a detect and deploy job that identifies whether the devices in the Smart Label need to be updated, deploys critical patches to them, and forces a reboot if required. See Configuring patch schedules.
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Deploy patches individually to servers: Schedule a job that deploys patches to servers as needed. See Configuring patch schedules.
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Notify users: When you schedule patching, be sure to notify users of the schedule so that they know when the devices they use are being patched. This is especially important if devices need to be restarted and might be unavailable as part of the patching process. You can notify users by sending email and other messaging services outside the appliance Administrator Console. See Best practices for patching.

About scheduling critical patches for laptops

About scheduling critical patches for laptops

Workflow for critical patches for laptops

Because laptops are often powered off or disconnected from the network, it can be difficult to find a good time to patch them. The two most popular choices for patching laptops are at the start of the business day or during lunch time.

Most Quest KACE customers patch laptops using two schedules, one for detecting and one for deploying.

Workflow for critical patches for laptops

Workflow for critical patches for laptops

The workflow for applying critical patches to laptops includes identifying devices, identifying patches, scheduling actions, and deploying patches.

Setting up automatic detect and deploy actions consists of the following workflow:

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Identify critical patches: Create a patch Smart Label to automatically identify critical patches for laptops. See Using Smart Labels for patching.
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Schedule Detect actions: Create and run a schedule to periodically detect critical patches on laptops. See Configuring patch schedules.
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Schedule Deploy actions: Create and run a schedule to periodically deploy critical patches on laptops. See Configuring patch schedules.
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Check patching status: Periodically check patching status using reports and the patch. See Viewing patch schedules, status, and reports.
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Notify users: Notify users of the patching schedule. You can notify users by sending email and other messaging services outside the appliance Administrator Console. See "Notify users when devices are being patched" in Best practices for patching.
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