Solution Guide ios Managed Configuration Configuring and Delivering AetherPal as a managed application to XenMobile ios Users for Mobile Support. Solution Guide 1
Introduction Remote Support enables IT departments to securely connect to remote devices in the field to efficiently diagnose, remediate, and support apps and devices to increase uptime, productivity, and user satisfaction, while reducing downtime, outages, and long support calls. Critical business processes are now literally in the mobile worker s hands in a meeting, at the airport, or on the go. Smartphones and tablets are the lifeline of the modern workforce. Users rely on their mobile apps to be functioning and connected at all times and this this always on availability is critical for business success. With the power of the XenMobile and AetherPal, you can now support to users in a whole new way with on-demand remote support. Purpose of this document This document is meant to guide administrators in configuring the below components; AetherPal ios App Config via the XenMobile Console 2
ios Managed Configuration: AetherPal MSM (Mobile Support Management) via the XenMobile Console Prerequisites 1. Licensing purchased through AetherPal. 2. The AetherPal MSM ios app must be a MDM-managed application with in the XenMobile Server. 3. The device must be MDM enrolled via XenMobile. Configure the AetherPal App Config Policy The App Configuration Policy with in the XenMobile server will assign the customer s AetherPal environment. Use the following procedure: 1. In the XenMobile console navigate to Configure > Device Policies and click the Add button. 2. Select App Configuration, name your policy and click Next. 3. We will be only configuring ios, so you can uncheck any other OS options. 4. In the Identifier drop down select the AetherPal MSM App ID (com.aetherpal.smartcare) and select it. 5. If you do not see it, select Add New, and enter the AetherPal MSM App ID (com.aetherpal.smartcare) 6. In the Dictionary Content, you will need to enter your desired application configurations. There are a number of Configuration options, see the sample below; 7. Click Next. <dict> <key>device.register.server</key><string>https://(customer).aetherpal.com</stri ng> <key>device.register.identifiers</key><string>tenantid:customerz;emmid: ${device. serialnumber}</string> </dict> 8. Assign the policy to the desired Delivery Group and Click Save. 3
AetherPal MSM App Configuration Key Definitions Key Description Default if the keyvalue pair is not configured device.register.server The AetherPal server to which the device should register for remote control. This can be obtained from AetherPal (e.g. https://test.dev.aetherpal.com) N/A device.register.identifiers tenantid: Obtained from AetherPal (e.g., https://citrix.dev.aetherpal.com) emmid: A variable for a unique identifier for the device. The variable should be enclosed in parenthesis following a $; Supported App Config variables include serialnumber, udid, imei, and meid. (e.g., ${device.serialnumber) N/A 4
ios Remote Support: AetherPal MSM (Mobile Support Management) Prerequisites 1. AetherPal MSM enables Remote Support of all ios devices. For devices running ios 11 and later, AetherPal MSM provides real-time Screen Streaming to the IT department. For devices running ios 10 and earlier, AetherPal MSM provides streaming of user screenshots. To enable Screen Streaming on devices running ios 11, the end-user will need to have the Screen Recording option added to their Control Center. a. Go to Settings à Control Center à Customize Controls à add Screen Recording. AetherPal Admin Console 1. The admin enters the Device ID. This is provided by the end-user 2. The end-user on their device will need to launch the AetherPal MSM app and provide the admin with their Device ID. Depending on which ID was specified as the EMM ID in App Config parameters, this may be the devices phone number, IMEI, serial number, or another unique identifier. 5
3. The admin will connect to start the Remote Support session. 4. The console will display a one-time use PIN to be given to the end-user to authenticate the remote connection. 6
5. The steps for the end-user to start a Remote Support session vary based on whether their device is running ios 11 or later, or an earlier version of ios. a. If the user s device is running ios 11 or later, the end-user will i. Launch Control Center ii. Activate Screen Recording by long pressing the Record button iii. Select AetherPal MSM iv. Click Start Broadcast v. Enter the one-time use PIN provided by the Admin. b. If the user s device is running ios 11 or later, the end-user will i. Launch the AetherPal MSM app ii. Click Connect on the Remote Support tab iii. Enter the one-time use PIN provided by the Admin iv. Take a screenshot for any screens they wish to stream to the IT Department. Screenshots are taken by pressing the Power and Home buttons on the ios device simultaneously. 7
6. Once the session is connected the admin will have access to device information and remote viewing access of the end-user s device. Conclusion With the power of the XenMobile and AetherPal MSM you can now support to users in a whole new way with on-demand remote support. 8
About the Authors and Contributors Frank Srp is a Senior Technical Marketing Manager specialized on Mobility, Citrix. Sameer Mehta is a Director of Product Management, Citrix. Mitch Berk is a Vice President of Product, AetherPal. A special thanks to the reviewers of this Solutions Brief: Matthew Brooks Amandeep Nagra Enterprise Sales North America 800-424-8749 Worldwide +1 408-790-8000 Locations Corporate Headquarters 851 Cypress Creek Road Fort Lauderdale, FL 33309, United States Silicon Valley 4988 Great America Parkway Santa Clara, CA 95054, United States 2018 Citrix Systems, Inc. All rights reserved. Citrix, the Citrix logo, and other marks appearing herein are property of Citrix Systems, Inc. and/or one or more of its subsidiaries, and may be registered with the U.S. Patent and Trademark Office and in other countries. All other marks are the property of their respective owner(s). 9