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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

How organization filters work

How organization filters work

Organizations can use multiple filters, but the same filter cannot be assigned to multiple organizations.

Organization filters run according to the following rules:

•
When devices are inventoried, one or more filters runs against them. If there are multiple filters, they run according to the Order or Evaluation Order number in the filter details.
•
If devices match the criteria, they are assigned to the organization.
•
If devices do not match the criteria, they are assigned to the Default organization. An administrator can then manually move devices from the Default organization to the appropriate organization. See Redirect devices.

Add or edit organization Data Filters

Add or edit organization Data Filters

You can add or edit organization Data Filters to automatically assign devices to organizations.

1.
Go to the Organization Filters Detail page:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Organizations, then click Filters.
c.
Display the Organization Filter page by doing one of the following:
▪
Click the name of a filter.
▪
Select Choose Action > New Data Filter
2.
Provide the following information:

Option

Description

Enabled

Whether the filter is enabled. Filters have to be enabled before they can be applied.

Name

The name of the filter. This name appears on the Organization Filters list.

Description

A description of the filter.

Order

The run order of the filter. Filters run according to the number specified. Low numbers run before high numbers.

3.
In the Device Filter Criteria section, select filter criteria:
a.
Select a device attribute in the left-most drop-down list in the top row.
For example: IP Address.
Tip:
 
TIP: The appliance supports both IPv6 (Internet Protocol version 6) and IPv4 addresses.
b.
Select a condition in the second drop-down list.
For example: contains.
c.
In the text box, enter a value for the attribute.
For example, to find devices from a specified IP address range, such as the entire subnet 67.18.250.255, use the percent sign (%) as a wildcard as follows: 67.18.250.%.
d.
Optional: To add attributes, select an operator, such as [and ], in the left-most drop-down list of the second row.
The fields in the row become active.
e.
Optional: To add rows to the criteria section, click Add Criteria.
An additional row appears.
4.
Click Save.

Add or edit organization LDAP Filters

Add or edit organization LDAP Filters

You can add LDAP Filters to automatically assign devices to organizations using LDAP criteria.

* 
NOTE: If the LDAP server requires credentials for administrative login (that is, non-anonymous login), supply those credentials. If user name and password are not provided, the tree lookup is not performed. Each LDAP Filter might connect to a different LDAP server.
1.
Go to the Organization Filters Detail page:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Organizations, then click Filters.
c.
Display the Organization Filter Detail page by doing one of the following:
▪
Click the name of a LDAP filter.
▪
Select Choose Action > New LDAP Filter
2.
Provide the following information:

Option

Description

Enabled

Whether the filter is enabled. Filters have to be enabled before they can be applied.

Name

The name of the filter. This name appears on the Organization Filters list.

Description

A description of the filter.

Evaluation Order

The run order of the filter. Filters run according to the number specified. Low numbers run before high numbers.

3.
Specify LDAP criteria:

Option

Description

LDAP Server

The IP address or the hostname of the LDAP server. If the IP address is not valid, the appliance waits to timeout, resulting in login delays during LDAP authentication.

* 
NOTE: To connect through SSL, use an IP address or hostname. For example: ldaps://hostname.

Port

The LDAP port number, which is usually 389 (LDAP) or 636 (secure LDAP).

Base Dn

The LDAP criteria used to filter the main location for devices.

This criteria specifies a location or container in the LDAP or Active Directory structure, and the criteria should include all the devices that you want to identify. Enter the most specific combination of OUs, DCs, or CNs that match your criteria, ranging from left (most specific) to right (most general). For example, this path might lead to the container with devices that you want to identify:

OU=computers,DC=company,DC=com.

Advanced Search

The search filter. For example:

(&(objectCategory=Computer)(sAMAccountName=KBOX_COMPUTER_NAME))

LDAP Login

The credentials of the account the appliance uses to log in to the LDAP server to read accounts. For example:

LDAP Login:CN=service_account,CN=Users,DC=company,DC=com.

If no username is provided, an anonymous bind is attempted. Each LDAP Label can connect to a different LDAP or Active Directory server.

LDAP Password

The password of the account the appliance uses to log in to the LDAP server.

During the filter processing, the appliance will replace all KBOX_ defined variables with their respective runtime values.

Currently supported variables for organization device filters:

KBOX_COMPUTER_NAME
KBOX_COMPUTER_DESCRIPTION
KBOX_COMPUTER_MAC
KBOX_COMPUTER_IP
KBOX_USER
KBOX_USER_DOMAIN
KBOX_DOMAINUSER

Should the external server require credentials for administrative login (aka non-anonymous login) please supply those credentials. If no LDAP user name is given then an anonymous bind will be attempted. Each LDAP filter may connect to a different LDAP/AD server.

* 
NOTE: To test your Filter, replace any KBOX_ variables with real values. Click Test and review the results.
4.
Click Save.

Test organization filters

Test organization filters

You can test organization filters to verify that they produce expected results.

1.
Go to the Organizations Devices list:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Organizations, then click Devices.
2.
Click the Test Organization Filter tab above the list on the right side of the page.
3.
Select a filter in the Select a Filter drop-down list.
4.
Click Test.
Test results are displayed. If necessary, you can refilter the devices displayed in the list. See Filter devices.
* 
NOTE: If you do not see any devices listed in the test results, either no existing devices match the criteria, or the criteria are invalid. To edit the criteria, see Add or edit organization Data Filters.
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