Kaseya Fundamentals Workshop

1. Kaseya Fundamentals Workshop DAY FIVE Developed by Kaseya University Powered by IT Scholars Kaseya Version 6.5 Last updated March, 2014

2. Day Four Review • Agent Procedures • Policy Management • Standard Solutions Package

3. Kaseya Fundamentals Workshop LAB REVIEW

4. What is Covered? • Standard Solution Package • Ticketing • VSA Customization • Info Center / Reporting

5. Kaseya Fundamentals Workshop STANDARD SOLUTION PACKAGE

6. Standard Solution Package • Modifying the Standard Solution Package settings. • Rename and Export the Policy / System / Core folder. • Rename the folder to its original name (Core). • Import the Policy Folder • Make the modification to the Imported core folder. • Review the Monitor, Event Sets, and Alerts. • Change the scheduling time if needed. • Review Patch Policy. • Make the changes and replace the policies under each organization.

7. Kaseya Fundamentals Workshop TICKETING

8. Ticketing • Ticketing Module manages service requests. • Automated workflow to organize and prioritize user support requests. • Leverage the Email Reader to communicate between technicians and end user. • Create Custom fields. • Customize Notifications to end user and technician. • Setup policies for Ticket Due, Assignee, User Role Field Access.

9. Ticketing Workflow • 4 Methods of creating a ticket • Ticketing Module • Alerts from the Monitoring Module • End user portal, Kaseya Live Connect • Email Reader • Once a ticket is created review the Notification Policy to configure whom will be notified and what information will be sent. • Configure the Due Date and Assignee Policy to automatically process the tickets.

10. Ticketing – Email Reader • Email Reader will automatically check and retrieve mail in the specified inbox. • Configure the Email Account settings • Configure the Ticket Mapping for ticket associations • Tickets must be associated to an Organization, Machine Group, Agent Machine, Asset, Staff, or Department. • To allow for 2-way communication, when an end user replies to an email to add further comments. • Use the ~ticrefid=‘ticketnumber’ syntax at the subject of the email to update an existing ticket.

11. Kaseya Fundamentals Workshop SERVER CUSTOMIZATION

12. Customization • VSA Color Scheme • VSA Logon Page • VSA Site Header and Logo • Kaseya Agent Deployment Download Page • Kaseya Agent Icon • Kaseya Live Connect

13. Site Customization • Logon Page • Customize Left Column for Logo and Title. • Right Frame can point to a URL. • Site Header • Site Header Text • Logo and Header Sizing • This Logo will also be used for Report Header Logo. • Agent Deployment Download page • Use the rich text editing toolbar to upload new logo or create hyperlinks.

14. Agent Icon Customization • Change the image for the Kaseya Agent Icon • Online, Offline, Blinking, or Remote Control Disabled • Windows must be .ico format • Mac must be a .tifformat • Linux must be a .pngformat

15. Live Connect Customization • Customize Live Connect Home Screen • Main Home Screen • Agent Procedures • URL Links • Machine Roles to set access rights to allow or hide Live Connect functionality for the end users.

16. Kaseya Fundamentals Workshop INFO CENTER REPORTING

17. Reports • The ability to create comprehensive reports in a large corporation is crucial for accurate and complete documentation and that will in turn serve as the foundation for well-informed management decisions. • Having documentation is important during this age because of all the legal licensing issues. • Reports also create accountability between the management and the technician.

18. Reporting • Kaseya Info Center module enables you to create professional and informative reports using a well designed interface. • Reports can be grouped together. • Real Time and Schedule Reports with Automatic Distribution via email to numerous recipients. • Reports can be scheduled to run on a recurring basis for specific organization, groups, or machines. • Custom Reports vs. Legacy Reports

19. Custom Reports • Access the data set directly • Detailed filtering and content selection • Customize report cover page, headers and footers. • Configure the report components to create reusable data sets and templates.

20. Configuration & Design • Report Parts define the data sets to be used in a report. • You can create custom reusable Report Parts to be included in Reports or Report Templates • Report Templates define all the default settings for the content, layout, and file format of a report definition.

21. Legacy Reports • Fixed Layout Report Templates. • Simple, quick, and easy access to predefined reports. • Asset Change • Event and Log management • Hardware and Software Inventory • Software License Usage • Service Management

22. Scheduling and Distribution • Executed Reports are stored on the Kaseya Server for future review. • Use Kaseya flexible scheduling to execute report to get the information at the specific time. • Report Approval process to review the report content before distribution. • Utilize Report Sets to group reports together to simplify the report execution and distribution.

23. Day Five Wrap Up Q&A Day Five Hands On Labs • Certification Test • Available 24x7 during the 91 days • The passing grade is 90 out of 100 • Includes two parts: • Theory • 30 points • 30 minutes for 30 multiple-choice or T/F questions • Unlimited number of attempts; highest-grade • Hands-on • 70 points • 2 hours for 24 randomly selected tasks • Only one attempt is included for free