Kaseya 2

Virtual System AdministratorUser GuideVersion 6.2

January 3, 2012

About KaseyaKaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

ContentsConfiguration 1Configuring the Server................................................................................................................................... 3 System Security ............................................................................................................................................. 3 Minimum System Requirements ................................................................................................................... 3 Updating or Moving the VSA ......................................................................................................................... 3 Logon and Browser Settings ......................................................................................................................... 4 Creating Organizations Automatically During Update ................................................................................... 6

Getting Started

9

VSA Modules ............................................................................................................................................... 11 Page Layout ................................................................................................................................................ 11 Toolbox ........................................................................................................................................................ 13 Status Monitor ............................................................................................................................................. 13 Administrator Notes ..................................................................................................................................... 14 Bookmarks ................................................................................................................................................... 15 Logoff ........................................................................................................................................................... 15 Color Scheme .............................................................................................................................................. 16 Agents.......................................................................................................................................................... 16 Check-in Icons ............................................................................................................................................. 16 Live Connect ................................................................................................................................................ 17 Data Table Column Options ........................................................................................................................ 18 Learning More ............................................................................................................................................. 19

Agent

21

Agent Overview ........................................................................................................................................... 23 Agents ............................................................................................................................................... 24 Agent Icons ....................................................................................................................................... 25 Machine ID / Machine Group Filter ................................................................................................... 26 View Definitions ...................................................................................................................... 28 Filter Aggregate Table ............................................................................................................ 30 Advanced Filtering .................................................................................................................. 30 Agent Status ................................................................................................................................................ 32 Agent Status 2 ................................................................................................................................... 32 Agent Logs .................................................................................................................................................. 34 Log History .................................................................................................................................................. 36 Event Log Settings ...................................................................................................................................... 37 Deploy Agents ............................................................................................................................................. 39 Agent Install Command Line Switches ............................................................................................. 44 Install Issues and Failures ................................................................................................................. 45 Installing Multiple Agents .................................................................................................................. 46 Installing Linux Agents ...................................................................................................................... 48 Supported Linux Functions ............................................................................................................... 49 Supported Macintosh Functions........................................................................................................ 50 Create .......................................................................................................................................................... 50 Delete .......................................................................................................................................................... 53 Rename ....................................................................................................................................................... 55 Change Group ............................................................................................................................................. 56 i

LAN Watch .................................................................................................................................................. 57 Install Agents ............................................................................................................................................... 61 View LAN ..................................................................................................................................................... 64 View AD Computers .................................................................................................................................... 64 View AD Users ............................................................................................................................................ 66 View vPro..................................................................................................................................................... 69 Copy Settings .............................................................................................................................................. 70 Import / Export ............................................................................................................................................. 71 Suspend....................................................................................................................................................... 72 Agent Menu ................................................................................................................................................. 73 Check-In Control.......................................................................................................................................... 75 Working Directory ........................................................................................................................................ 78 Edit Profile ................................................................................................................................................... 79 Portal Access ............................................................................................................................................... 81 Enabling Ticketing for Portal Access Users on Unsupported Browsers ........................................... 82 Set Credential .............................................................................................................................................. 82 Update Agent ............................................................................................................................................... 84 File Access .................................................................................................................................................. 85 Network Access ........................................................................................................................................... 87 Application Blocker ...................................................................................................................................... 89

Agent Procedures

91

Agent Procedures Overview ........................................................................................................................ 93 Schedule / Create ........................................................................................................................................ 94 Agent Procedure Editor ..................................................................................................................... 96 IF-ELSE-STEP Commands ............................................................................................................... 97 64-Bit Commands............................................................................................................................ 114 Using Variables ............................................................................................................................... 115 Variable Manager ............................................................................................................................ 117 Manage Files Stored on Server ...................................................................................................... 118 Folder Rights ................................................................................................................................... 119 Distribution ................................................................................................................................................. 120 Agent Procedure Status ............................................................................................................................ 122 Patch Deploy ............................................................................................................................................. 123 Application Deploy ..................................................................................................................................... 124 Creating Silent Installs .................................................................................................................... 125 Packager.................................................................................................................................................... 127 Get File ...................................................................................................................................................... 127 Distribute File ............................................................................................................................................. 128

Audit

131

Audit Overview .......................................................................................................................................... 133 Run Audit ................................................................................................................................................... 134 Audit Summary .......................................................................................................................................... 135 Configure Column Sets ............................................................................................................................. 137 Machine Summary..................................................................................................................................... 137 System Info ................................................................................................................................................ 140 Installed Applications ................................................................................................................................. 141 Add/Remove .............................................................................................................................................. 142 Software Licenses ..................................................................................................................................... 143 Documents ................................................................................................................................................ 143

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Info Center

145

Inbox .......................................................................................................................................................... 147 Schedule .................................................................................................................................................... 147 Reports ...................................................................................................................................................... 149 Report Definitions ............................................................................................................................ 149 Report Folder Trees ........................................................................................................................ 150 Publishing a Report Immediately .................................................................................................... 151 Scheduling a Report ........................................................................................................................ 151 Viewing Published Reports and Reports Set .................................................................................. 152 Antivirus - Antivirus Installation Statistics ........................................................................................ 152 Anti-Malware - Anti-Malware Installation Statistics ......................................................................... 153 Audit - Aggregate Table .................................................................................................................. 153 Audit - Disk Utilization ..................................................................................................................... 153 Audit - Inventory .............................................................................................................................. 153 Audit - Machine Changes ................................................................................................................ 154 Audit - Machine Summary ............................................................................................................... 154 Audit - Network Statistics ................................................................................................................ 155 Backup - Backup ............................................................................................................................. 156 Desktop Policy - Desktop Policy ..................................................................................................... 156 Desktop Policy - Power Savings ..................................................................................................... 156 Executive - Executive Summary ..................................................................................................... 158 System Activity ...................................................................................................................... 159 Network Health Score ........................................................................................................... 159 KDS - Domain Activity ..................................................................................................................... 162 KOB - Online Backup Summary...................................................................................................... 163 KOB - Online Backup Usage Over Time ......................................................................................... 163 Logs - Admin Notes ......................................................................................................................... 163 Logs - Agent Log ............................................................................................................................. 164 Logs - Agent Procedure .................................................................................................................. 164 Logs - Alarm Log ............................................................................................................................. 164 Logs - Configuration Changes ........................................................................................................ 165 Logs - Event Logs ........................................................................................................................... 165 Logs - Event Logs Frequency ......................................................................................................... 165 Logs - Log Monitoring ..................................................................................................................... 166 Logs - Network Statistics Log.......................................................................................................... 166 Logs - Remote Control .................................................................................................................... 166 Monitoring - Logs............................................................................................................................. 167 Monitoring - Monitor 95th Percentile ............................................................................................... 167 Monitoring - Monitor Action Log ...................................................................................................... 167 Monitoring - Monitor Alarm Summary ............................................................................................. 168 Monitoring - Monitor Configuration .................................................................................................. 168 Monitoring - Monitor Log ................................................................................................................. 169 Monitoring - Monitor Set .................................................................................................................. 169 Monitoring - Monitor Trending ......................................................................................................... 169 Monitoring - Uptime History ............................................................................................................. 169 Patch - Patch Management............................................................................................................. 170 Policy Management - Agents Policy Status .................................................................................... 171 Policy Management - Policy Info & Association .............................................................................. 171 Security - KES Log .......................................................................................................................... 171 Security - Security ........................................................................................................................... 171 Service Billing - Past Billed Invoices ............................................................................................... 172 Service Billing - Sales Order Summary ........................................................................................... 172 Service Billing - Unbilled Revenue by Customer ............................................................................ 172 Service Billing - Unbilled Revenue by Item Type ............................................................................ 172 Service Billing - Work Order Summary ........................................................................................... 173

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Service Desk - Custom Tickets ....................................................................................................... 173 Service Desk - Service Goals ......................................................................................................... 174 Service Desk - Service Hours ......................................................................................................... 174 Service Desk - Service Times ......................................................................................................... 175 Service Desk - Service Volumes ..................................................................................................... 175 Service Desk - Tickets .................................................................................................................... 175 Software - Software Applications Changed .................................................................................... 176 Software - Software Applications Installed ...................................................................................... 176 Software - Software Licenses ......................................................................................................... 177 Software - Software Licenses Summary ......................................................................................... 177 Software - Software Operating Systems ......................................................................................... 177 Ticketing - Customizable Ticketing ................................................................................................. 178 Ticketing - Ticketing ........................................................................................................................ 179 Time Tracking - Timesheet Summary ............................................................................................. 179 Time Tracking - Timesheet Entries ................................................................................................. 180 Reports Sets .............................................................................................................................................. 180 Report Set Definitions ..................................................................................................................... 180 Report Set Folder Trees .................................................................................................................. 181 Scheduling a Report Set ................................................................................................................. 181 Customize .................................................................................................................................................. 183 View Dashboard ........................................................................................................................................ 183 Layout Dashboard ..................................................................................................................................... 184

Monitor

185

Monitor Overview ....................................................................................................................................... 187 Alarms........................................................................................................................................................ 189 Dashboard List .......................................................................................................................................... 191 Alarm List ........................................................................................................................................ 193 Alarm Network Status...................................................................................................................... 193 Alarm Summary Window ...................................................................................................... 194 Alarm Rotator .................................................................................................................................. 195 Alarm Ticker .................................................................................................................................... 196 Network Status ................................................................................................................................ 196 Group Alarm Status ......................................................................................................................... 196 Monitoring Set Status ...................................................................................................................... 197 Machine Status ..................................................................................................................... 198 Device Status ........................................................................................................................ 198 Monitor Status ................................................................................................................................. 199 Machines Online.............................................................................................................................. 199 Top N - Monitor Alarm Chart ........................................................................................................... 199 KES Status ...................................................................................................................................... 199 KES Threats .................................................................................................................................... 199 Dashboard Settings ................................................................................................................................... 200 Alarm Summary ......................................................................................................................................... 200 Suspend Alarms ........................................................................................................................................ 202 Live Counter .............................................................................................................................................. 203 Monitor Lists .............................................................................................................................................. 204 Update Lists By Scan ................................................................................................................................ 206 Monitor Sets .............................................................................................................................................. 207 Define Monitor Sets ......................................................................................................................... 209 Counter Thresholds ......................................................................................................................... 210 Services Check ............................................................................................................................... 212 Process Status ................................................................................................................................ 213 Monitor Icons ................................................................................................................................... 214 SNMP Sets ................................................................................................................................................ 214 iv

Define SNMP Set ............................................................................................................................ 216 SNMP Set Details............................................................................................................................ 218 Add SNMP Object ........................................................................................................................... 220 SNMP Icons .................................................................................................................................... 221 Alerts.......................................................................................................................................................... 222 Alerts - Summary............................................................................................................................. 223 Alerts - Agent Status ....................................................................................................................... 225 Alerts - Application Changes ........................................................................................................... 228 Alerts - Get Files.............................................................................................................................. 230 Alerts - Hardware Changes ............................................................................................................. 232 Alerts - Low Disk ............................................................................................................................. 235 Alerts - LAN Watch .......................................................................................................................... 237 Alerts - Agent Procedure Failure ..................................................................................................... 239 Alerts - Protection Violation ............................................................................................................. 241 Alerts - New Agent Installed ............................................................................................................ 244 Alerts - Patch Alert .......................................................................................................................... 245 Alerts - Backup Alert........................................................................................................................ 249 Alerts - System ................................................................................................................................ 252 Event Log Alerts ........................................................................................................................................ 254 Assign Event Set tab ....................................................................................................................... 256 Set Alert Actions tab ........................................................................................................................ 257 Edit Event Sets ................................................................................................................................ 258 Format Email Alerts for Event Sets ................................................................................................. 259 SNMP Traps Alert...................................................................................................................................... 260 Assign Monitoring ...................................................................................................................................... 264 Auto Learn - Monitor Sets ............................................................................................................... 268 Monitor Log ................................................................................................................................................ 270 System Check ........................................................................................................................................... 271 LAN Watch ................................................................................................................................................ 275 Assign SNMP ............................................................................................................................................ 279 SNMP Quick Sets............................................................................................................................ 284 Auto Learn - SNMP Sets ................................................................................................................. 286 SNMP Log ................................................................................................................................................. 287 Set SNMP Values ...................................................................................................................................... 289 Set SNMP Type ......................................................................................................................................... 290 Parser Summary........................................................................................................................................ 291 Log Parser ................................................................................................................................................. 295 Log File Parser Definition ................................................................................................................ 296 Assign Parser Sets .................................................................................................................................... 300 Log File Set Definition ..................................................................................................................... 304 Viewing Log Monitoring Entries ................................................................................................................. 305

Patch Management

307

Patch Management Overview ................................................................................................................... 309 Methods of Updating Patches ......................................................................................................... 310 Configuring Patch Management...................................................................................................... 310 Patch Processing ............................................................................................................................ 311 Superseded Patches ....................................................................................................................... 311 Update Classification....................................................................................................................... 312 Patch Failure ................................................................................................................................... 312 Scan Machine ............................................................................................................................................ 314 Patch Status .............................................................................................................................................. 316 Initial Update .............................................................................................................................................. 317 Pre/Post Procedure: Patch Management .................................................................................................. 319 Automatic Update ...................................................................................................................................... 321 v

Machine History ......................................................................................................................................... 322 Machine Update ........................................................................................................................................ 323 Patch Update ............................................................................................................................................. 325 Rollback ..................................................................................................................................................... 328 Cancel Updates ......................................................................................................................................... 329 Create/Delete: Patch Policy....................................................................................................................... 330 Membership: Patch Policy ......................................................................................................................... 331 Approval by Policy ..................................................................................................................................... 333 Approval by Patch ..................................................................................................................................... 335 KB Override ............................................................................................................................................... 337 Windows Auto Update ............................................................................................................................... 339 Reboot Action ............................................................................................................................................ 341 File Source ................................................................................................................................................ 344 Patch Alert ................................................................................................................................................. 346 Office Source ............................................................................................................................................. 350 Command Line .......................................................................................................................................... 352 Patch Location ........................................................................................................................................... 355

Remote Control

357

Remote Control Overview ......................................................................................................................... 359 Control Machine ........................................................................................................................................ 360 Video Streaming ........................................................................................................................................ 363 Reset Password ........................................................................................................................................ 364 Select Type ................................................................................................................................................ 366 Set Parameters .......................................................................................................................................... 368 Preinstall RC .............................................................................................................................................. 368 Uninstall RC ............................................................................................................................................... 370 User Role Policy ........................................................................................................................................ 371 Machine Policy .......................................................................................................................................... 372 FTP ............................................................................................................................................................ 374 Control Machine ........................................................................................................................................ 376 Task Manager ............................................................................................................................................ 377 Chat ........................................................................................................................................................... 377 Send Message ........................................................................................................................................... 379 Power Management .................................................................................................................................. 381 Remote ISO Boot ...................................................................................................................................... 382 Live Connect .............................................................................................................................................. 384 Customized New Ticket Link ........................................................................................................... 388 Quick View ................................................................................................................................................. 389

System

391

System Overview ....................................................................................................................................... 393 VSA Logon Policies ......................................................................................................................... 394 Embedding the VSA Logon Form in Web Pages ............................................................................ 395 User Settings ............................................................................................................................................. 397 Preferences ..................................................................................................................................... 397 Change Logon ................................................................................................................................. 398 System Preferences .................................................................................................................................. 399 Check-in Policy................................................................................................................................ 399 Naming Policy ................................................................................................................................. 401 User Security ............................................................................................................................................. 403 Users ............................................................................................................................................... 403 Master User vs. Standard Users ........................................................................................... 405

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Create a New Master User ................................................................................................... 406 If Your Account Is Disabled................................................................................................... 406 Changing Passwords Used by External Applications ........................................................... 407 User Roles....................................................................................................................................... 408 Machine Roles................................................................................................................................. 410 Scopes ............................................................................................................................................ 412 Sharing User-Owned Objects ......................................................................................................... 414 Logon Hours .................................................................................................................................... 415 User History..................................................................................................................................... 416 Orgs/Groups/Depts/Staff ........................................................................................................................... 416 Manage ........................................................................................................................................... 416 Set-up Types ................................................................................................................................... 419 Server Management .................................................................................................................................. 420 Request Support ............................................................................................................................. 420 Configure ......................................................................................................................................... 420 Processing Hotfixes Manually ............................................................................................... 425 Set URL to MS-SQL Reporting Services Engine .................................................................. 426 Indexing the Audit Results Table .......................................................................................... 428 Default Settings ............................................................................................................................... 429 License Manager ............................................................................................................................. 429 Import Center .................................................................................................................................. 431 System Log ..................................................................................................................................... 432 Statistics .......................................................................................................................................... 433 Logon Policy .................................................................................................................................... 434 Application Logging ......................................................................................................................... 435 Outbound Email............................................................................................................................... 436 Customize .................................................................................................................................................. 437 Color Scheme.................................................................................................................................. 437 Site Customization .......................................................................................................................... 437 Creating Custom Agent Icons ............................................................................................... 439 Local Settings .................................................................................................................................. 440 Customize: Live Connect ................................................................................................................ 441

Ticketing

443

Ticketing Overview .................................................................................................................................... 445 View Summary .......................................................................................................................................... 445 Create/View ............................................................................................................................................... 448 Delete/Archive ........................................................................................................................................... 450 Migrate Tickets .......................................................................................................................................... 453 Notify Policy ............................................................................................................................................... 453 Access Policy ............................................................................................................................................ 455 Assignee Policy ......................................................................................................................................... 456 Due Date Policy ......................................................................................................................................... 456 Edit Fields .................................................................................................................................................. 458 Email Reader ............................................................................................................................................. 459 Email Mapping ........................................................................................................................................... 461

Time Tracking

463

Time Tracking Overview ............................................................................................................................ 465 Configuring Time Tracking ........................................................................................................................ 465 My Timesheets .......................................................................................................................................... 467 Creating an Administrator Task Timesheet Entry ........................................................................... 468 Creating a Customer / Work Order Timesheet Entry ...................................................................... 468

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Creating a Service Desk Ticket Timesheet Entry ........................................................................... 468 Approve Timesheets.................................................................................................................................. 469 Timesheet Summary ................................................................................................................................. 470 Application Logging ................................................................................................................................... 470 Timesheet History (Summary) ................................................................................................................... 471 Timesheet History (Details) ....................................................................................................................... 471 Timers ........................................................................................................................................................ 472 Creating an Administrator Task Timer Entry ................................................................................... 473 Creating a Customer / Work Order Timer Entry .............................................................................. 473 Creating a Service Desk Ticket and Service Billing Timer Entry .................................................... 474 Creating a Service Desk Ticket or Ticket/Task Timer Entry ........................................................... 475 Settings ...................................................................................................................................................... 476 Periods....................................................................................................................................................... 477 Administrative Tasks ................................................................................................................................. 477 Approval Patterns ...................................................................................................................................... 478

Database Views

479

Database Views ......................................................................................................................................... 482 Excel Usage .............................................................................................................................................. 482 Crystal Reporting Usage ........................................................................................................................... 483 Views Provided .......................................................................................................................................... 486 fnMissingPatchCounts_UsePolicy / fnMissingPatchCounts_NoPolicy ..................................................... 488 fnOSCounts ............................................................................................................................................... 489 vAddRemoveList ....................................................................................................................................... 489 vAdminNotesLog ....................................................................................................................................... 489 vAgentConfiguration .................................................................................................................................. 490 vAgentLabel ............................................................................................................................................... 491 vAlertLog.................................................................................................................................................... 492 vBackupLog ............................................................................................................................................... 493 vBaseApplicationInfo / vCurrApplicationInfo ............................................................................................. 494 vBaseCpuInfo / vCurrCpuInfo ................................................................................................................... 494 vBaseDiskInfo / vCurrDiskInfo ................................................................................................................... 495 vBaseDriveManufacturer / vCurrDriveManufacturer ................................................................................. 495 vBasePciInfo / vCurrPciInfo ....................................................................................................................... 496 vBasePrinterInfo / vCurrPrinterInfo ........................................................................................................... 496 vCollectionMember .................................................................................................................................... 497 vConfigLog ................................................................................................................................................ 497 vkadComputers ......................................................................................................................................... 498 vkadUsers .................................................................................................................................................. 498 vLicenseInfo .............................................................................................................................................. 499 vMachine ................................................................................................................................................... 499 vMonitorAlarmAlert .................................................................................................................................... 501 vMonitorAlarmCounter............................................................................................................................... 502 vMonitorAlarmProcess .............................................................................................................................. 503 vMonitorAlarmService ............................................................................................................................... 504 vMonitorAlarmSNMP ................................................................................................................................. 505 vMonitorAlarmSystemCheck ..................................................................................................................... 506 vNetStatsLog ............................................................................................................................................. 506 vNtEventLog .............................................................................................................................................. 507 vOnBoardDeviceInfo ................................................................................................................................. 508 vPatchApprovalStatus ............................................................................................................................... 508 vPatchConfiguration .................................................................................................................................. 509 vPatchPolicy .............................................................................................................................................. 511 vPatchPolicyMember ................................................................................................................................. 512 vPatchStatus ............................................................................................................................................. 512 viii

vPortInfo .................................................................................................................................................... 514 vScriptLog .................................................................................................................................................. 515 vScriptStatus ............................................................................................................................................. 515 vSystemInfo ............................................................................................................................................... 516 vSystemInfoManual ................................................................................................................................... 517 vTicketField ............................................................................................................................................... 517 vTicketNote ................................................................................................................................................ 518 vTicketSummary ........................................................................................................................................ 518 vUptimeHistory .......................................................................................................................................... 519 vvProAssetDetails ..................................................................................................................................... 519

API Web Services

521

VSA API Web Service ............................................................................................................................... 523 VSA API Web Service - Overview................................................................................................... 523 Enabling VSA API Web Service............................................................................................ 524 Special Fields ........................................................................................................................ 524 Sample API C# Application ................................................................................................... 525 Sample API ASP Page ......................................................................................................... 526 VSA API Web Service Security............................................................................................. 529 Web Links - Inbound and Outbound ..................................................................................... 531 VSA API Web Service - Operations ................................................................................................ 532 AddMachGrouptoScope........................................................................................................ 532 AddOrg .................................................................................................................................. 533 AddOrgDeptStaff ................................................................................................................... 533 AddOrgToScope ................................................................................................................... 533 AddScope.............................................................................................................................. 533 AddScopeOrg........................................................................................................................ 534 AddTicRequest ..................................................................................................................... 534 AddUserToRole..................................................................................................................... 534 AddUserToScope .................................................................................................................. 534 AdminGroupAccess .............................................................................................................. 535 AssignRole ............................................................................................................................ 535 AssignScope ......................................................................................................................... 535 Authenticate .......................................................................................................................... 535 AuthenticateWithAppSessionID ............................................................................................ 537 CloseAlarm............................................................................................................................ 537 CreateAdmin ......................................................................................................................... 538 CreateAgentInstallPackage .................................................................................................. 538 CreateMachineGroup............................................................................................................ 538 CreateRole ............................................................................................................................ 538 DeleteAdmin.......................................................................................................................... 539 DeleteAgent .......................................................................................................................... 539 DeleteAgentInstallPackage ................................................................................................... 539 DeleteMachineGroup ............................................................................................................ 539 DeleteOrg .............................................................................................................................. 539 DeleteRole ............................................................................................................................ 540 DeleteScope.......................................................................................................................... 540 DisableAdmin ........................................................................................................................ 540 Echo ...................................................................................................................................... 540 EchoMt .................................................................................................................................. 540 EnableAdmin ......................................................................................................................... 541 GetAlarm ............................................................................................................................... 541 GetAlarmList ......................................................................................................................... 542 GetGroupLicenseInfo ............................................................................................................ 543 GetLogEntry .......................................................................................................................... 543 ix

GetMachine ........................................................................................................................... 543 GetMachineCollectionList ..................................................................................................... 546 GetMachineGroupList ........................................................................................................... 546 GetMachineList ..................................................................................................................... 547 GetMachineUptime ............................................................................................................... 547 GetNotesList ......................................................................................................................... 548 GetOrgLocation ..................................................................................................................... 548 GetOrgTypes......................................................................................................................... 548 GetOrgs................................................................................................................................. 549 GetOrgsByScopeID .............................................................................................................. 549 GetPackageURLs ................................................................................................................. 550 GetPartnerUserLocation ....................................................................................................... 550 GetPublishedViewColumns .................................................................................................. 550 GetPublishedViewRows........................................................................................................ 551 GetPublishedViews ............................................................................................................... 553 GetRoles ............................................................................................................................... 555 GetScopes ............................................................................................................................ 556 GetSessionDetails ................................................................................................................ 556 GetTicRequestTicket ............................................................................................................ 556 GetTicket ............................................................................................................................... 557 GetTicketList ......................................................................................................................... 557 GetTicketNotes ..................................................................................................................... 558 GetVerboseMachineGroupList.............................................................................................. 558 LockFunctionAccess ............................................................................................................. 558 MoveMachineToAnotherGroup ............................................................................................. 559 Primitives............................................................................................................................... 559 RemoveUserFromRole ......................................................................................................... 560 RenameMachine ................................................................................................................... 561 ResetPassword ..................................................................................................................... 561 RoleMembership ................................................................................................................... 561 SendAdminMessage ............................................................................................................. 561 SetAdminPassword ............................................................................................................... 561 SetGroupLicenseInfo ............................................................................................................ 562 SetLicenseByOrg .................................................................................................................. 562 SetPartnerUserLocation........................................................................................................ 562 UpdateOrg............................................................................................................................. 562 UpdateTicket ......................................................................................................................... 562 UpdateUser ........................................................................................................................... 564 Agent Procedure API Web Service ........................................................................................................... 565 Enabling the Agent Procedure API Web Service ............................................................................ 565 Agent Procedure API Web Service - Operations ............................................................................ 565 AddScriptAssignment............................................................................................................ 565 AddScriptPrompt ................................................................................................................... 565 Echo ...................................................................................................................................... 566 EchoMt .................................................................................................................................. 566 GetScriptAssignmentId ......................................................................................................... 566 GetScriptIdFromScriptName ................................................................................................. 566 Monitoring API Web Service...................................................................................................................... 566 Enabling the Monitoring API Web Service ...................................................................................... 567 Monitoring API Web Service - Operations ...................................................................................... 567 AssignEventAlertToMachine ................................................................................................. 567 AssignEventLogMachineSettings ......................................................................................... 567 CreateEventSet ..................................................................................................................... 567 CreateEventSetDefinition...................................................................................................... 568 DeleteAllEventAlertsFromMachine ....................................................................................... 568 DeleteAllEventLogMachineSettings ...................................................................................... 568 x

DeleteEventAlertFromMachine ............................................................................................. 568 DeleteEventLogMachineSettings .......................................................................................... 568 DeleteEventSet ..................................................................................................................... 569 DeleteEventSetDefinition ...................................................................................................... 569 GetEventAlertList .................................................................................................................. 569 GetEventLogMachineSettingsList ......................................................................................... 570 GetEventSetDefinitionList ..................................................................................................... 571 GetEventSetList .................................................................................................................... 571 KSD API Web Service ............................................................................................................................... 571 Enabling KSD API Web Service...................................................................................................... 572 KSD API Web Service Data Types ................................................................................................. 572 RefItem.................................................................................................................................. 572 CustomField .......................................................................................................................... 572 Note....................................................................................................................................... 572 Attachment ............................................................................................................................ 573 RelatedIncident ..................................................................................................................... 573 ServiceDeskDefinition ........................................................................................................... 573 Incident Summary ................................................................................................................. 576 Incident.................................................................................................................................. 576 KSD API Web Service - Operations ................................................................................................ 578 AddIncident ........................................................................................................................... 578 AddServDeskToScope.......................................................................................................... 579 GetIncident ............................................................................................................................ 579 GetIncidentList ...................................................................................................................... 579 GetServiceDesk .................................................................................................................... 580 GetServiceDesks .................................................................................................................. 581 Primitives............................................................................................................................... 581 UpdateIncident ...................................................................................................................... 581 Sample Messages ........................................................................................................................... 582 GetServiceDesks Request .................................................................................................... 582 GetServiceDesks Response ................................................................................................. 582 GetServiceDesk Request...................................................................................................... 582 GetServiceDesk Response ................................................................................................... 582 GetIncidentList Request........................................................................................................ 589 GetIncidentList Response ..................................................................................................... 589 GetIncident Request ............................................................................................................. 590 GetIncident Response .......................................................................................................... 590 AddIncident Request ............................................................................................................. 591 AddIncident Response .......................................................................................................... 592 UpdateIncident Request ....................................................................................................... 592 UpdateIncident Response..................................................................................................... 593

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Glossary of Terms

595

Active Directory .......................................................................................................... 595 Agent Menu ................................................................................................................ 595 Agent Settings ............................................................................................................ 595 Agent Time Scheduling .............................................................................................. 595 Agents ........................................................................................................................ 596 Agents - Linux............................................................................................................. 596 Agents - Macintosh ..................................................................................................... 597 Alarm .......................................................................................................................... 597 Alarm Condition .......................................................................................................... 597 Alarms - Suspending .................................................................................................. 597 Alert ............................................................................................................................ 598 Alert Types ................................................................................................................. 598 ATSE Response Code ............................................................................................... 599 Audit............................................................................................................................ 599 Auto Learn Monitor Sets ............................................................................................. 599 Backup Sets ............................................................................................................... 599 Canonical Name ......................................................................................................... 599 Chat ............................................................................................................................ 600 Check-in Status .......................................................................................................... 600 Check-in: Full vs. Quick .............................................................................................. 600 Collection .................................................................................................................... 600 Copy Settings and Templates .................................................................................... 600 Credential ................................................................................................................... 601 Current VSA Time ...................................................................................................... 601 Dashboard .................................................................................................................. 601 Dashboard List ........................................................................................................... 601 Distribute File.............................................................................................................. 601 Event Logs .................................................................................................................. 601 Events Sets ................................................................................................................ 602 File Transfer Protocol (FTP) ....................................................................................... 602 Flood Detection .......................................................................................................... 602 Global Event Log Black Lists ...................................................................................... 602 Group Alarms ............................................................................................................. 602 Host name .................................................................................................................. 603 Hotfix........................................................................................................................... 603 ISO Image .................................................................................................................. 603 LAN Watch ................................................................................................................. 603 Log Monitoring ............................................................................................................ 603 Logs ............................................................................................................................ 603 MAC address .............................................................................................................. 604 Machine ID / Group ID / Organization ID.................................................................... 604 Machine ID / Group ID filter ........................................................................................ 604 Machine ID Template ................................................................................................. 604 Machine IDs vs. Agents .............................................................................................. 605 Machine Roles ............................................................................................................ 605 Managed Machine ...................................................................................................... 605 Master User / Standard User ...................................................................................... 605 Migrating the KServer ................................................................................................. 605 Monitor Sets ............................................................................................................... 605 Monitor Types ............................................................................................................. 606 myOrg ......................................................................................................................... 606 On Premises ............................................................................................................... 606 Org .............................................................................................................................. 606 Packager .................................................................................................................... 607

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Parser Definitions and Parser Sets ............................................................................ 607 Patch Policy ................................................................................................................ 607 Patch Update Order.................................................................................................... 608 Performance Objects, Instances and Counters ......................................................... 608 Portal Access.............................................................................................................. 608 Primary Domain Controller ......................................................................................... 608 Private Folders ........................................................................................................... 609 Quick Status ............................................................................................................... 609 Quick View .................................................................................................................. 609 Silent Install ................................................................................................................ 609 SNMP Community ...................................................................................................... 609 SNMP Devices ........................................................................................................... 609 SNMP Quick Sets ......................................................................