MDM Devices

Mobile and tablet devices imported through the Mobile Device Manager Cloud integration are stored under IT Assets. In ServiceDesk Plus Cloud, these devices are classified as smartphones or tablets and are considered as IT assets that consume node licenses.

To learn how to set up Mobile Device Manager Cloud integration with ServiceDesk Plus Cloud, click here.

Viewing MDM Devices

The devices imported from Mobile Device Manager Cloud Cloud will contain the Mobile Device Manager Cloud logo beside their name in the Assets list view and on their details page. These devices consume node licenses in ServiceDesk Plus Cloud.

The imported devices can be partially edited or deleted from ServiceDesk Plus Cloud, but a manual sync will override the edits using the data from Mobile Device Manager Cloud. Note that any changes made on the assets in ServiceDesk Plus Cloud will not be reflected in Mobile Device Manager Cloud.

The following device fields are non-editable in ServiceDesk Plus Cloud:

IMEI
Total Capacity
Available Capacity
Model
Model No.
Modem firmware version
Platform
Build version
OS name
OS version

You cannot scan the imported devices in ServiceDesk Plus.

MDM Actions

You can perform a special set of actions called MDM Actions on the devices imported from Mobile Device Manager Cloud. These include:

Associate profiles
Distribute apps
Deprovision device
Locate device

For technicians to perform MDM Actions, they must have the corresponding permissions in Mobile Device Manager Cloud. For instance, a technician who does not have permission to associate profiles in Mobile Device Manager Cloud will not be able to associate profiles in ServiceDesk Plus Cloud as well.

You can perform MDM Actions only on Smartphones and Tablets that are imported from Mobile Device Manager Cloud.

Associate Profiles

Mobile Device Manager Cloud uses profiles to apply configurations to devices. A profile can be created and configured in Mobile Device Manager Cloud. When the profile is associated with a device, it applies the configuration to the associated device. For example, consider an iOS profile Guest where FaceTime is restricted. When Guest profile is associated with an iOS device, MDM will prevent users from using FaceTime on the associated device.

In ServiceDesk Plus Cloud, you can request to associate profiles to imported MDM devices. You can also associate device groups in Mobile Device Manager Cloud to profiles during bulk association.

To associate profiles,

Go to Assets >> IT and select the product category of the asset you want to associate profiles.
Click the asset name to open the asset details page.
Go to Actions >> MDM Actions >> Associate Profiles.

Select the profiles to associate with the device.
Click Associate.

To associate profiles to multiple devices,

Go to Assets >> IT and select the product category of the assets you want to associate profiles.
Click MDM Actions on the toolbar and select Associate Profiles.
Select the devices to which you want to associate profiles with.
Select the device groups to associate the profiles with.
Select the profiles to associate with the devices.
Click Associate.

Devices yet to be imported from Mobile Device Manager Cloud are also listed during bulk associate.

Only Profiles and device groups from Mobile Device Manager Cloud are listed.

Distribute Applications

Automatically distribute and install applications on devices imported from Mobile Device Manager Plus.

To distribute applications on a device,

Go to the required asset details page.
Click Actions and select Distribute Apps (under MDM Actions).

In the MDM Action – Distribute Apps pop-up, select the applications to be installed and click Distribute.

To distribute and install applications on multiple devices,

Go to Assets and open the required product type list view.
Click MDM Actions in the toolbar and select Distribute Apps.
In the Distribute Apps pop-up, enter the following and click Distribute:

Field	Description
Select Devices	Select the required devices or device groups from the drop-down. All devices and device groups in Mobile Device Manager Plus are listed for selection. In case of synchronization failures in Mobile Device Manager Plus, these devices will not be listed in the assets list view in ServiceDesk Plus Cloud.
Select Groups
Select Apps	Select the applications to be installed.
Distribution Type	Select one of the following: • Distribute to app catalog: Allows users to discover applications in MDM App Catalog and install it. • Silent installation: Automatically installs the selected applications on devices. This option is ideal for mandatory applications or enforcing consistency.
Download Preference	Select one of the following: • Conserve Bandwidth: Downloads applications over Wi-Fi only. • Download Immediately: Downloads applications over any available network.
Notify Through	Select one of the following: • App Catalog: Sends notifications to MDM App Catalog installed on the devices. • Email: Sends notifications to the user's registered email address.
Restrict users from uninstalling the app	Enable this option to prevent users from uninstalling the applications. This is recommended for critical applications and compliance management. To understand how this setting interacts with the Restrictions profile, refer to App uninstall behavior.

Deprovision Device

Remove devices enrolled with Mobile Device Manager Plus via ServiceDesk Plus Cloud.

Deprovisioning a device uninstalls Mobile Device Manager Plus and removes the device from all device groups and profiles. To manage deprovisioned devices again, re-enroll them in Mobile Device Manager Plus.

To deprovision a device,

Go to the required asset details page.
Click Actions and select Deprovision (under MDM Actions).

In the MDM Action – Deprovision Device pop-up, select the reason for deprovisioning the device from the drop-down, enter additional comments, and click Confirm.

To deprovision multiple devices,

Go to Assets.
Go to the required product type list view.
Click MDM Actions on the toolbar and select Deprovision Devices.
In the Deprovision Devices pop-up, enter the following and click Confirm:

Field	Description
Type of Device	Specify whether the devices to be deprovisioned are corporate or personal devices.
Selected Devices	Select the devices to be deprovisioned. All devices in Mobile Device Manager Plus are listed for selection. In case of synchronization failures in Mobile Device Manager Plus, devices will not be listed in the assets list view in ServiceDesk Plus Cloud.
Wipe Type	Select the deprovisioning type. • Corporate Wipe: Removes the organization's apps, profiles, and configurations from the device. Personal data and apps are retained. • Complete Wipe: Restores the device to factory settings, erasing all corporate and personal data.
Move Devices to	Select the asset state to which the deprovisioned device must be updated.
Reason	Specify the reason for deprovisioning the devices.
(Complete wipe only)
Wipe SD Card	Select No to retain SD card details after deprovisioning. Otherwise, select Yes.
I consent to deprovisioning (wipe) the selected devices and acknowledge that once the device is deprovisioned, data cannot be retrieved	Select this option to acknowledge that deprovisioning is irreversible and device data cannot be recovered.

Locate device

You can locate an imported device from ServiceDesk Plus Cloud. This allows technicians to track the location of lost devices.

You can locate a device only if Geo-tracking is enabled in Mobile Device Manager Cloud and Location Services on the device is enabled.

To locate a device,

Go to Assets >> IT and select the product category of the assets you want to locate.
Click the Settings icon beside the device name and select Locate.

Alternatively, you can click the device name to open the asset details page and navigate to Actions >> MDM Actions >> Locate Device.

A pop-up window appears to display the device's location on Zoho Maps. You can view the device name, last sync time of the device in Mobile Device Manager Cloud and the last known location of the device.