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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

Verify SMTP settings

Email system health

Verify SMTP settings

The daily run output report, which is automatically emailed to the system administrator every day, shows the health of the email system.

The following messages are the standard FreeBSD messages regarding the health of email systems.

There should be no email messages in the queues. If messages appear in the queues, see Verify SMTP settings.


Mail in local queue:
/var/spool/mqueue is empty
Total requests: 0
Mail in submit queue:
/var/spool/clientmqueue is empty
Total requests: 0
Security check:
(output mailed separately)
Checking for rejected mail hosts:
Checking for denied zone transfers (AXFR and IXFR):
tar: Removing leading /' from member names
Verify SMTP settings

If email messages appear in the queues, verify your SMTP settings.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel.
◦
If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel.
2.
Click Network Settings to display the Network Settings page.

Appliance backup status

Appliance backup status

The daily run output report, which is automatically emailed to the system administrator every day, shows the appliance backup status.

The following appliance-specific message shows that the backups have been successfully completed and are on the /kbackup disk, available through FTP.

See Access backup files through FTP.


[2015-06-21 02:01:24 -0700] Backup: Complete.

Status of RAID drives

Status of RAID drives

For physical KACE SMAs, the status of RAID drives is displayed in the server logs. This status is available for physical KACE SMAs only.

The following log message indicates that RAID drives are functioning properly:


Logical Drive 0 (RAID 5) Information
RAID Array Status: Logical Drive 0 is not rebuilding: status is Optimal.
Status: Online. Spun Up

If RAID drives are degraded or not rebuilding properly, contact Quest Support at https://support.quest.com/contact-support.

Troubleshooting the appliance

Troubleshooting the appliance

Using Troubleshooting Tools
Troubleshooting appliance issues
Troubleshooting and debugging the KACE Agent
Testing and troubleshooting email communication
About Diagnostic Console Two-Factor Authentication

The appliance includes tools, logs, and reports to help you monitor system health and resolve issues.

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