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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

Move a Ticket Rule from one queue to another

Move a Ticket Rule from one queue to another

If you have multiple Service Desk ticket queues, you can move Ticket Rules between queues as needed. If you want the Ticket Rule to exist in multiple queues, you can copy the rule and make the required changes.

1.
Go to the Service Desk Queues list:
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 Service Desk, then click Configuration.
c.
On the Service Desk Configuration panel, in the Rules section, click Create and manage custom ticket rules link.
2.
Select the queue that includes the Ticket Rule you want to move. The Queue Detail page appears.
Tip:
 
TIP: To move between queues on the Ticket Rules page, use the View By drop-down list, which appears above the table on the right.
3.
Select the check box next to the Ticket Rule.
4.
Select Choose Action > Move > Queue Name.

The Ticket Rule is moved to the selected queue. The rule no longer appears in the list of rules for the current queue.

Run Service Desk reports

Run Service Desk reports

You can run reports on Service Desk items as needed.

The appliance includes a set of pre-configured reports for Service Desk data.

1.
Go to the Reports list:
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 Reporting, then click Reports.
2.
In the View By drop-down list, which appears above the list on the right, select Service Desk.
The Reports page shows Service Desk reports.
3.
In the Generate Report column, click a format type to run the report.
* 
NOTE: For more information on reports, see About reports.

Archiving, restoring, and deleting tickets

Archiving, restoring, and deleting tickets

Enable ticket archival
Configure queue archive settings
Archive selected tickets
Restore archived tickets
Delete archived tickets

Archiving tickets involves physically moving ticket data out of the transactional tables while preserving access to ticket data. Archiving does not permanently remove ticket data from the appliance. This is useful for old tickets that you might still need to reference.

When tickets are archived, they remain available until they are manually deleted or deleted based on the date constraints configured in the queue. This restriction reduces the possibility of deleting tickets accidentally.

A typical life cycle for tickets involves creation, resolution, archiving, and finally deleting. You can also “restore” a ticket as discussed in Restore archived tickets. Restoring tickets returns the ticket data from an archive table back into a transactional table for use, making ticket data available again in the Tickets tab.

Deleting tickets permanently deletes the ticket data from the appliance.

Enable ticket archival

Enable ticket archival

You can enable ticket archival for the Service Desk, or if the Organization component is enabled, for the Service Desk of the selected organization.

1.
Go to the Service Desk Settings 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 Service Desk, then click Configuration.
c.
On the Service Desk Configuration panel, in the Settings section, click the Customize Service Desk terminology link and Go to Archival/Merge tab Or under the Setting section, select Enable ticket archival link to directly go to Ticket Archival/Merge.
2.
In the Ticket Archival/Merge section, select the Enabled check box to display scheduling options.
3.
Specify the following settings:
* 
NOTE: If you do not want to perform ticket archiving on a schedule, click Run Now to archive and delete tickets any time. This option affects all queues for which archiving is configured. Run Now is also available from each queue and uses the settings from that queue when archiving and deleting tickets.

Option

Description

Every __ hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled. Click a task to review the task details. For more information, see View task schedules.

4.
Do one of the following:
◦
Click Run Now to run immediately for all queues for which archiving has been configured. See Archive selected tickets.
◦
Click Save.

Ticket archival is enabled for the Service Desk or, if the Organization component is enabled, for the selected organization. However, you must configure specific queues to select the tickets that you want to archive. See Configure queue archive settings.

The Service Desk > Archive link appears on the left navigation bar.

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