I have several computers that we use for kiosks, test stations, and other functions.  I try to have users log tickets from the portal so we can capture the computer information, but when they log on with their username the computer information does not appear to be captured.  When I check the Computer info tab from the service desk it only shows the IP of the computer if the domain logon name does not match KACE.  If I logon to KACE with the domain logged on user everthing shows.

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Do the kiosks/test stations have a KACE agent installed on them?  I believe there needs to be an agent installed in order to get the rest of the information.

Answered 10/07/2013 by: jknox
Red Belt

  • Yes, the agent is installed.

    If I go to the Inventory and check who was logged on according to KACE and log in as that person then it shows properly. It seems like KACE is going by the username to look up the computer info, not the IP address.

    I also notice while submitting tickets as well via email. My service desk is setup to also have the computer name and when someone emails in an issue some random computer that they were logged onto appears on the ticket.
    • From my understanding the KBOX will use the last logged in computer of that person so show the information when talking about tickets. usually that isn't an issue unless you have shared systems.
      • We have shared computers and also users on multiple computers. For instance my engineers have 6 computers that they may log into and when they send a ticket in via email or even the web interface any one of the 6 might be in the ticket.
    • If they log into any one of those 6 then it should be the last one that checked in with based on agent check in.

      You could use the asset mgmt module and ticket rules to try and automate the process so that the computer name is always static and pulled from the assets side of the kbox.
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