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 Apps

You can request the installation of apps on an imported MDM device or to a device group in Mobile Device Manager Cloud.

To distribute apps,

Go to Assets >> IT and select the product category of the asset you want to distribute apps to.
Click the asset name to open the asset details page.
Go to Actions >> MDM Actions >> Distribute Apps.

Select the apps to distribute.
Click Distribute.

To distribute apps to multiple assets,

Go to Assets >> IT and select the product category of the assets you want to distribute apps.
Click MDM Actions on the toolbar and select Distribute Apps.
Select the devices from Select Devices drop-down.
Select the device groups to which the apps must be distributed.
Select the apps to distribute.
Click Distribute.

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

Only device groups from Mobile Device Manager Cloud are listed.

Deprovision Device

You can request to remove devices enrolled with Mobile Device Manager Cloud via ServiceDesk Plus Cloud. Once a device is deprovisioned, Mobile Device Manager cloud will be uninstalled from the device and it will be dissociated from all device groups and profiles.

To deprovision a device,

Go to Assets >> IT and select the product category of the asset you want to deprovsion.
Click the asset name to open the asset details page.
Go to Actions >> MDM Actions >> Deprovision.

Select the Reason from the drop-down.
Enter any comments, if needed.
Click Confirm.

To deprovision multiple devices,

Go to Assets >> IT and select the product category of the assets you want to deprovision.
Click MDM Actions on the toolbar and select Deprovision Devices
Choose the Type of Device as corporate or personal.
Select the devices to deprovision.
Select the Reason for deprovisioning the devices.
Enter any comments, if needed.
Click Confirm.

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

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.