Mobile Device Manager (Cloud) Integration

ServiceDesk Plus Cloud can be integrated with Mobile Device Manager Cloud application to allow technicians to track and manage smartphone and tablet devices in the Mobile Device Manager Cloud from ServiceDesk Plus Cloud.

During Mobile Device Manager Cloud integration, only the mobile and smartphone device information is imported into ServiceDesk Plus. These imported appliances are referred to as Devices in Mobile Device Manager Cloud and Assets in ServiceDesk Plus Cloud.

Benefits of integrating ServiceDesk Plus Cloud with MDM Cloud: 

• View assets from a single location since mobile devices added to Mobile Device Manager Cloud will be automatically added to ServiceDesk Plus Cloud.
• Track devices in ServiceDesk Plus Cloud as device information from Mobile Device Manager Cloud is periodically synced to ServiceDesk Plus Cloud.
• Locate the devices and track the user assignment history from ServiceDesk Plus Cloud.
• Perform several actions on imported devices such as associating profiles, distributing apps, and deprovisioning the device.
• Associate requests and contracts with imported devices.

Contents 

Enabling Mobile Device Manager Cloud Integration

Importing Devices

Configuring Settings

Disabling Mobile Device Manager Cloud Configuration

Enabling Mobile Device Manager Cloud Integration  

Role Required: SDAdmin with OrgAdmin permissions.

Only an OrgAdmin who has already signed up with Mobile Device Manager Cloud application can set up the integration for the first time. Once the initial integration is enabled, the SDAdmin can disable/enable the integration in the future.

To enable Mobile Device Manager Cloud Integration,

1. Go to Setup >> Apps&Add-ons >> Integrations >> ManageEngine Integrations.
2. On the Mobile Device Manager Plus block, click the toggle button. The integration is disabled by default.
3. In the pop-up window, select Enable.

Importing Devices 

Once the integration is enabled, a sync will be triggered which will thoroughly import all the devices along with their information from Mobile Device Manager Cloud. Following this, a scheduled sync will update device details, added and deleted devices from Mobile Device Manager Cloud to ServiceDesk Plus Cloud every 24 hours. You can also manually sync the device information at anytime by clicking Sync Now. 

You can view the last synced information by clicking Synced Info on the Mobile Device Manager Plus block on the Integrations page. You can also see the previous and upcoming scheduled sync timings on the Mobile Device Manager Plus block. 

The imported devices are stored under Assets >> IT and classified as Smartphones or Tablets.

During import, the following information will be synced:

• Product Name and Model
• Device details like IMEI, serial number, network information, and OS
• User managing the mobile device

The imported devices will contain the Mobile Device Manager Cloud logo beside their name in the Assets list view and on their details page. You can perform several actions on the imported devices such as locating the device, associating profiles, distributing apps, and deprovisioning the device. To learn more, refer MDM Actions.

Configuring Settings 

The SDAdmin can determine the action to be performed on an asset in ServiceDesk Plus Cloud when it is removed from Mobile Device Manager Cloud.

Click Settings on the Mobile Device Manager Plus block in the Integrations page and choose one of the three options:

• None - Removes the device from integration. The asset will continue to stay in ServiceDesk Plus cloud but it will be treated as a normal IT Asset. The integration logo will also be removed from the Asset list view and details page.
• Mark Asset State as - Choose the state the asset must be moved into from the dropdown. There are four states available: Disposed, Expired, In Repair and In Store.
• Remove Asset - The Asset will be deleted from ServiceDesk Cloud application.

Click Save. The selected action will be applied to the assets during the next scheduled sync.

Disabling Mobile Device Manager Cloud Integration 

SDAdmins can disable the Mobile Device Manager Cloud integration anytime. Once disabled, the imported assets will continue to remain in the application but the device information will no longer be updated from Mobile Device Manager Cloud. Also, you cannot perform MDM actions on imported devices.

To disable Mobile Device Manager Cloud Integration,

1. Go to Setup >> Apps&Add-ons >> Integrations >> ManageEngine Integrations.
2. On the Mobile Device Manager Plus block, click the toggle button.
3. Select Disable to confirm.

See also: MDM Devices in ServiceDesk Plus Cloud Assets.