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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

Customize the Software Asset Type

Customize the Software Asset Type

You can add, change, or delete the fields available to the Software Asset Type as needed. The Software Asset Type is the template that determines the fields available when you add Software assets.

If the Organization component is enabled on your appliance, you customize the Software Asset Type for each organization separately.

1.
Go to the Asset Type Detail 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 Asset Management, then click Asset Types.
c.
In the Name column, click Software.
2.
Optional: Modify fields or values on the Asset Fields table.
a.
Click the Edit button at the end of a row: .
b.
Change the field information as needed, then click Save at the end of the row.
c.
To add a field, click the Add button in the table heading: . Add field information, then click Save at the end of the row.
d.
To change the order of fields, click the Reorder button at the end of the row: .
e.
To remove a field, click the Delete button: .
3.
Click Save at the bottom of the page.

Adding Software assets

Adding Software assets

Add Software assets on the Software list
Add Software assets in the Assets section

Software assets enable you to track information about applications in the Software page inventory. For example, after you add Software assets for applications, you can associate those assets with License assets to track license information.

You can create Software assets for applications that have been added to the appliance automatically or manually.

* 
NOTE: Software assets are not required to set up License Compliance for applications in the Software Catalog inventory. See About License Compliance for Software Catalog applications.

If the Organization component is enabled on your appliance, you create Software assets for each organization separately.

Add Software assets on the Software list

You can add Software assets for one or more applications at once by selecting applications on the Software list.

Software assets can be added for Software list inventory only. Software assets are not required for applications in the Software Catalog inventory.

1.
Go to the Software 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 Inventory, then click Software.
2.
Select the check box next to one or more applications.
3.
Select Choose Action > Create Asset.

The assets are created, and they appear on the Assets list.

Add Software assets in the Assets section

You can create Software assets one-at-a-time in the Assets section.

Software assets can be added for Software list inventory only. Software assets are not required for applications in the Software Catalog inventory.

1.
Go to the Software Asset Detail 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 Asset Management, then click Assets.
c.
Select Choose Action > New > Software.
2.
Complete the asset fields as follows:

Option

Description

Name

The asset name. For example, Office Pro SW Asset.

Subtype

The asset subtype, if applicable.

Asset Status

The asset status, if applicable. You can select a default asset status, or a custom one (if they exist). A default installation of the appliance includes the following asset statuses:

•
Active: Any asset that is deployed, active, or in use.
•
Disposed: An asset that is no longer available for use.
•
Expired: A software license or contract asset that has expired.
•
In Stock: A recently received asset.
•
Missing: Any asset that cannot be located.
•
Repair: An asset that is being repaired.
•
Reserved: An asset that is set aside for a specific person or use.
•
Retired: Any asset that reached its end-of-life state, or is no longer in use.
•
Stolen: An asset that has been reported as stolen.

For more information, see View and configure asset lifecycle settings.

Location

Select the location for this asset from the drop-down list. The values in this list contain all locations defined on the appliance. See Managing locations

Tip:
 
TIP: Locations can be defined for all default asset types, including Cost Centers, Departments, Devices, Licenses, Software, and Vendors.

Software

The name of the application to associate with the asset. To search for items, begin typing in the field.

Software Label

Select a label from the drop-down list. The list is empty unless you have created a Smart Label. You can type in the box to look for specific labels.

Barcode Data

Review or add barcodes that you want to associate with this asset. See Add barcodes to assets.

Barcode Name

Barcode Format

a.
In the Name field, enter a name for the asset. For example, Office Pro SW Asset.
b.
Optional: In the Software field, select the name of the application to associate with the asset. To search for items, begin typing in the field.
c.
Optional: In the Software Label field, select a label in the Select label drop-down list. The list is empty unless you have created a Smart Label. To filter the labels list, enter a few characters of the label name in the Filter field.
3.
Click Save.

The new asset appears on the Assets list.

Add Software assets on the Software list

Adding Software assets

Add Software assets on the Software list
Add Software assets in the Assets section

Software assets enable you to track information about applications in the Software page inventory. For example, after you add Software assets for applications, you can associate those assets with License assets to track license information.

You can create Software assets for applications that have been added to the appliance automatically or manually.

* 
NOTE: Software assets are not required to set up License Compliance for applications in the Software Catalog inventory. See About License Compliance for Software Catalog applications.

If the Organization component is enabled on your appliance, you create Software assets for each organization separately.

Add Software assets on the Software list

You can add Software assets for one or more applications at once by selecting applications on the Software list.

Software assets can be added for Software list inventory only. Software assets are not required for applications in the Software Catalog inventory.

1.
Go to the Software 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 Inventory, then click Software.
2.
Select the check box next to one or more applications.
3.
Select Choose Action > Create Asset.

The assets are created, and they appear on the Assets list.

Add Software assets in the Assets section

You can create Software assets one-at-a-time in the Assets section.

Software assets can be added for Software list inventory only. Software assets are not required for applications in the Software Catalog inventory.

1.
Go to the Software Asset Detail 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 Asset Management, then click Assets.
c.
Select Choose Action > New > Software.
2.
Complete the asset fields as follows:

Option

Description

Name

The asset name. For example, Office Pro SW Asset.

Subtype

The asset subtype, if applicable.

Asset Status

The asset status, if applicable. You can select a default asset status, or a custom one (if they exist). A default installation of the appliance includes the following asset statuses:

•
Active: Any asset that is deployed, active, or in use.
•
Disposed: An asset that is no longer available for use.
•
Expired: A software license or contract asset that has expired.
•
In Stock: A recently received asset.
•
Missing: Any asset that cannot be located.
•
Repair: An asset that is being repaired.
•
Reserved: An asset that is set aside for a specific person or use.
•
Retired: Any asset that reached its end-of-life state, or is no longer in use.
•
Stolen: An asset that has been reported as stolen.

For more information, see View and configure asset lifecycle settings.

Location

Select the location for this asset from the drop-down list. The values in this list contain all locations defined on the appliance. See Managing locations

Tip:
 
TIP: Locations can be defined for all default asset types, including Cost Centers, Departments, Devices, Licenses, Software, and Vendors.

Software

The name of the application to associate with the asset. To search for items, begin typing in the field.

Software Label

Select a label from the drop-down list. The list is empty unless you have created a Smart Label. You can type in the box to look for specific labels.

Barcode Data

Review or add barcodes that you want to associate with this asset. See Add barcodes to assets.

Barcode Name

Barcode Format

a.
In the Name field, enter a name for the asset. For example, Office Pro SW Asset.
b.
Optional: In the Software field, select the name of the application to associate with the asset. To search for items, begin typing in the field.
c.
Optional: In the Software Label field, select a label in the Select label drop-down list. The list is empty unless you have created a Smart Label. To filter the labels list, enter a few characters of the label name in the Filter field.
3.
Click Save.

The new asset appears on the Assets list.

Add Software assets in the Assets section

Adding Software assets

Add Software assets on the Software list
Add Software assets in the Assets section

Software assets enable you to track information about applications in the Software page inventory. For example, after you add Software assets for applications, you can associate those assets with License assets to track license information.

You can create Software assets for applications that have been added to the appliance automatically or manually.

* 
NOTE: Software assets are not required to set up License Compliance for applications in the Software Catalog inventory. See About License Compliance for Software Catalog applications.

If the Organization component is enabled on your appliance, you create Software assets for each organization separately.

Add Software assets on the Software list

You can add Software assets for one or more applications at once by selecting applications on the Software list.

Software assets can be added for Software list inventory only. Software assets are not required for applications in the Software Catalog inventory.

1.
Go to the Software 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 Inventory, then click Software.
2.
Select the check box next to one or more applications.
3.
Select Choose Action > Create Asset.

The assets are created, and they appear on the Assets list.

Add Software assets in the Assets section

You can create Software assets one-at-a-time in the Assets section.

Software assets can be added for Software list inventory only. Software assets are not required for applications in the Software Catalog inventory.

1.
Go to the Software Asset Detail 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 Asset Management, then click Assets.
c.
Select Choose Action > New > Software.
2.
Complete the asset fields as follows:

Option

Description

Name

The asset name. For example, Office Pro SW Asset.

Subtype

The asset subtype, if applicable.

Asset Status

The asset status, if applicable. You can select a default asset status, or a custom one (if they exist). A default installation of the appliance includes the following asset statuses:

•
Active: Any asset that is deployed, active, or in use.
•
Disposed: An asset that is no longer available for use.
•
Expired: A software license or contract asset that has expired.
•
In Stock: A recently received asset.
•
Missing: Any asset that cannot be located.
•
Repair: An asset that is being repaired.
•
Reserved: An asset that is set aside for a specific person or use.
•
Retired: Any asset that reached its end-of-life state, or is no longer in use.
•
Stolen: An asset that has been reported as stolen.

For more information, see View and configure asset lifecycle settings.

Location

Select the location for this asset from the drop-down list. The values in this list contain all locations defined on the appliance. See Managing locations

Tip:
 
TIP: Locations can be defined for all default asset types, including Cost Centers, Departments, Devices, Licenses, Software, and Vendors.

Software

The name of the application to associate with the asset. To search for items, begin typing in the field.

Software Label

Select a label from the drop-down list. The list is empty unless you have created a Smart Label. You can type in the box to look for specific labels.

Barcode Data

Review or add barcodes that you want to associate with this asset. See Add barcodes to assets.

Barcode Name

Barcode Format

a.
In the Name field, enter a name for the asset. For example, Office Pro SW Asset.
b.
Optional: In the Software field, select the name of the application to associate with the asset. To search for items, begin typing in the field.
c.
Optional: In the Software Label field, select a label in the Select label drop-down list. The list is empty unless you have created a Smart Label. To filter the labels list, enter a few characters of the label name in the Filter field.
3.
Click Save.

The new asset appears on the Assets list.

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