Re-imaging computers already in Kace
We are about to start our annual re-imaging of computers and I am concerned about maintaining Kace records, specifically service desk tickets associated with computers. In our service desk, we typically associate tickets with computers within the Inventory module. This provides a nice history of what tickets were reported on what machine, particularly hardware issues. I would like to maintain this record after we re-image our computers (mostly MACs, and fewer PCs). In most cases, the re-imaged computer will have the exact same new as it have pre-image. In some cases, we physically move the machine to a new location in which case it would get a new name, but that new name might be an old name of a computer being de-commissioned. Can the service desk history move with the re-imaged computer even if the name changes?
I have read this article http://www.kace.com/support/resources/kb/article/k2000-retain-kuid-of-a-machine-when-deploying-an-image that indicates you can store the KUID and then translate it back to the machine after imaging. We only have a K1000 and not a K2000.
I am curious how people are handling this issue in practice.
Answers (2)
This isn't an answer to this question, but since this is the only way to upload an image so be it.
So I deployed Kace onto a machine that will be the master image. It was previously named 71-2A11-03p (dual boot, the p stands for PC whereas an m would stand for MAC).
When I go into Assets I see three entries (two that previsouly existed) and one that was newly created as 71-2xx-2013 all with the same serial. I have linked my machine name to serial within the asset tab; or at least I think I have.
I didn't do anything with KUIDs as I wanted to see what happens; which is an additional object get's created.
Question - is the KUID uploaded to the Kace box or can it be via custom inventory?
The KUID is assigned to the MAC address of a machine, so even if it changes names the inventory entry for a machine will stay the same, it will just have the new name at the next checkin. We don't use the Service Desk module but it sounds like it should work. That being said, I have seen a few cases where a machine created a brand new entry for some reason. It rarely happens though.
Comments:
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Are you saying that since the KUID is assigned to the MAC, and since my MAC address is not changing I don't have to worry about this? - Jbr32 11 years ago
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Yes that is what I believe, although I don't have Service Desk experience specifically. But in our case, the inventory records simply update themselves when a machine is imaged, and do not create new entries. - nheyne 11 years ago
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One key best-practice, to ensure this works every time, is to collect the KUID before wiping the computer (registry entry), and put it back PRIOR to reinstalling the agent. Also, it would be a good idea to make the agent reinstall the very last step in your reimage process. If you are using a K2000, we have PRE- and POST-installation tasks you can download and use. r2
http://www.kace.com/support/resources/kb/article/k2000-useful-scripts
Ron Colson
KACE Koach - ronco 11 years ago -
Also bear in mind that your history for the machine, ie service desk tickets, is stored in the asset record for the machine. So I am thinking that best practice is to link the Inventory to the Asset record using something other than the machine name, as machine names can change on occasions. That way if a mchine is rebuilt, as long as core inventory data such as Mac or KUID links the new Inventory record back to the same asset record, then you should still continue to see associated Tickets against the asset record in your service desk - Hobbsy 11 years ago