Mobile Device Manager Plus Integration

You can integrate Mobile Device Manager Plus and exercise control over the mobile devices of users, either corporate owned or personal devices (BYOD). This integration helps you recover lost mobile devices while securing their data and also enables automatic updates from Mobile Device Manager Plus to ServiceDesk Plus.

Role Required: SDAdmin

Benefits

Secure lost devices by performing actions, such as track device, activate an alarm, remotely lock device, clear passcode, wipe data, and prompt a contact number.
Access complete Mobile Device Manager Plus functionalities to monitor, manage, and safeguard mobile devices and their data, easily and more effectively, by using the IFrame inside ServiceDesk Plus.
With the integration enabled, any mobile device added to Mobile Device Manager Plus will be automatically added to ServiceDesk Plus. This allows technicians to view assets from a single location.
Mobile device allocation to users will be copied in ServiceDesk Plus as and when you update them in Mobile Device Manager Plus, provided the users are imported from Active Directory in both applications.

Prerequisites

Make sure that the two applications run on the same network and they are of the following versions:
- ServiceDesk Plus 9418 or higher version
- Mobile Device Manager Plus 92370 or higher version
You must configure and initiate the integration in Mobile Device Manager Plus as explained here.
You must generate the API key in ServiceDesk Plus or Mobile Device Manager Plus as explained here.

API Key Generation

The API key connects ServiceDesk Plus and Mobile Device Manager Plus application servers. You can generate the API key from either application.

In ServiceDesk Plus, click the Profile button and select API Key Generation.
Choose the key expiry period and click Generate.
The API key will be generated; enter the key in the respective field of the Mobile Device Manager Plus integration page.

The API key is technician's login-specific

Click here to learn how to generate the API key in Mobile Device Manager Plus.

Click here to learn how to generate and merge self-signed certificates if Mobile Device Manager Plus runs in a secured mode.

Configure Mobile Device Manager Plus Integration

To configure the integration, you must possess admin/guest access to Desktop Central and Mobile Device Manager Plus functionalities under Admin > Users > Technicians.

The admin role provides complete access to the Mobile Device Manager Plus menu, while the guest role provides only read permission.

Go to Admin > Apps & Add-ons > Integrations.
Under ManageEngine tab, find the Mobile Device Manager Plus card.
Click Settings on the Mobile Device Manager Plus card.
Enter the URL where the application is currently hosted.
Select a protocol and enter the API key.
Select Enable MDM (Mobile Device Management) menu to display the desktop management menu for technicians. The menu will be displayed only for MDM build number #92263 and above.
Click Test Connection and Save to check for an established connection between ServiceDesk Plus and Mobile Device Manager Plus in their respective ports.

If you've already integrated Endpoint Central with ServiceDesk Plus, the same configuration will be copied for this integration.

Configure Action

Under Mobile Device Manager Plus Actions, click Locate Device.
Enter a name and description for the action on the displayed page. This name will be displayed for the action inside the request details page.
Select specific or all roles, associate the required templates, and click Update.
The action will be available only for requests raised on the selected templates and for the configured roles.

Actions Supported

Mobile Device Manager Plus integration enables the Locate Device action. This action allows technicians to detect the geographical locations of lost mobile devices by using the Geo-tracking feature in Mobile Device Manager Plus.

Note that Location Services must have been enabled on the device for this action to work.

Authorized technicians can view and access the action from inside the request details page. In addition, technicians can remotely perform actions on the device such as lock, set alarm, clear or reset passcode, erase corporate data, and remove complete data. These actions are internally handled within the Locate Device action, so individual configuration is not necessary.

Sample

A user raises an incident request for a lost mobile device. The device could either be misplaced or stolen. In any case, you must secure the mobile data while trying to get hold of the device.

Let's first assume that the device had been misplaced.

Use the Locate Devices action to identify the geographical location of the device. Meanwhile, lock the device by using the Remote Lock option. To add an extra layer of security, you can enable Lost Mode on the device. This will allow you to reset the password as well as display a contact number on the device. Once you've made sure that the device data is secured, hurry to the location detected, which is only nearly accurate. Then set off an alarm by using the Remote Alarm option to spot the device.

Let's say the Location Services of the device had been turned off after it went missing. Now, it's safe to assume that the device has been stolen. In that case, you can erase the confidential data in the device to ensure security. Depending on what data needs to be erased, you can choose between Corporate Wipe and Complete Wipe. While the former deletes only the apps and configurations installed through Mobile Device Manager Plus, the latter clears all data.

Perform Actions

Go to the request details page, click Custom Actions and select [Locate Devices]. All devices associated with the request will be listed.
Select the device that's lost. The geographical location of the device will be detected.
You can access other actions from the upper half of the page in just a click.

Reload the device location by using the Refresh button at the upper half of the page.

Description of Actions

Remote Alarm

You can set off an alarm on the device by using this option. The alarm will ring regardless of the silent mode activated on the device. You can stop the alarm only by unlocking the device. This action helps you spot the exact location of a lost device after identifying its geographical location, which is only nearly accurate.

Remote Lock

You can remotely lock mobile devices that are stolen or misplaced by using this action. Once you lock the device, a message will be prompted on the device to unlock by entering the passcode (if already configured).

Lost Mode

Lost Mode provides an additional layer of security to the mobile data over the remote lock. With this option, you can remotely lock the device, reset the device password, and display a contact number along with a message. The device can be unlocked only through Mobile Device Manager Plus.

Corporate Wipe

Corporate Wipe allows you to delete all profiles/configurations and applications that were installed through Mobile Device Manager Plus. Other data in the device will be preserved. Mobile Device Manager Plus will no longer manage the device and the deleted data cannot be restored.

Complete Wipe

As the name indicates, the Complete Wipe option clears all data from the device.

Clear Passcode

When a user forgets the device passcode, you can delete the passcode by using this action. The user must reset the passcode if a policy is enforced, otherwise resetting the passcode is optional.