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KACE Systems Management Appliance 15.0 - KACE Service Desk Administration 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 settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Enable API Access for the appliance Disable API Access for the appliance 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 Work with 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 About Remote Control 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

Add a queue

Add a queue

You can add Service Desk ticket queues as needed.

If you plan to move Service Desk tickets from one queue to another, be sure to use the same values, including custom fields, in each queue. Otherwise, data from the old queue is altered to match the new queue. See Move tickets between queues.

1.
Go to the Service Desk Queue 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 Service Desk, then click Configuration.
c.
In the Service Desk Configuration panel in the Queues section, click Create queues link to create new queues.
Or
In the Service Desk Configuration panel in the Queues section, click Create and manage queues link.
d.
Select Choose Action > New.
2.
Enter values for the Name, Email Address, and Alternate Email Address for the new queue.
CAUTION:
 
CAUTION: When delivering email to the appliance directly (forwarding email to the appliance), the local portion of the appliance address and the alternate address must match. For example, servicedesk@kbox and servicedesk@company.com.
CAUTION: Each new queue must use its own unique email addresses. The appliance confirms this before allowing you to save the new queue. If you specify an email address that is already associated with another queue, a warning appears.
3.
In the Email Configuration section, go to the Inbound tab and select the POP3 option. If you have set up a POP3 server, enter the POP3 email user ID and password in the User / Password fields.
See About POP3 email accounts.
Tip:
 
TIP: When using POP to download email to the appliance, you can use any valid mailbox.
4.
For the POP3 authentication, you can apply Secure Sockets Layer (SSL) to the queue by selecting the SSL check box.
Whether you select this check box depends on how you have configured your POP3 account.
5.
Click Save.
6.
Choose additional settings for the queue as needed. See Configuring Service Desk ticket queues.

Add a queue by duplicating an existing queue

Add a queue by duplicating an existing queue

When you duplicate or clone a queue, all data from the existing queue is copied into the new queue, which can be faster than adding a queue from scratch. Ticket Rules are copied to the duplicated queue, but they are disabled by default.

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 Configuration panel, click Create and manage queues in Queue section.
2.
Click the name of a queue to display the Queue Detail page.
3.
Click Duplicate at the bottom of the page.
The new queue contains the same name as the queue from which it was duplicated with an appended unique identifier number. By default, Ticket Rules are disabled in the new queue.
4.
Change the name and settings of the queue as needed.
5.
Click Save.

Delete a queue or queues

Delete a queue or queues

You can delete queues as needed.

CAUTION:
 
CAUTION: Before you delete a queue, be sure that you want to delete all of the data in a queue. This includes associated tickets and processes. This action cannot be undone.
1.
Go to the Service Desk Queue 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 Service Desk, then click Configuration.
c.
On the Configuration panel, click Create and manage queues in Queue section.
d.
Click the name of a queue.
2.
At the bottom of the page, click Delete, then click Yes to confirm.

Viewing tickets in queues

Viewing tickets in queues

View tickets across all queues

You can sort the Tickets page to show all of the tickets in all of your queues in one list. If you have multiple queues, you can specify the queue to be displayed by default on the Tickets page.

If you have multiple queues, you can choose which queue to be displayed by default on the Tickets page. The default queue can be specified:

•
At the system level. This setting is used if no user settings are specified. See Set the default queue at the system level.
•
At the user level. This setting overrides the system level settings. Individual users and administrators who have permission to change user settings can specify the default queue at the user level. See Set the default queue at the user level.
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