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Citrix.com | Solutions Guide| Configuring and Delivering AetherPal as a managed application to XenMobile iOS Users for Mobile Support

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Solution Guide

iOS Managed Configuration

Configuring and Delivering AetherPal as a managed application to XenMobile iOS Users for Mobile Support.

Solution Guide


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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


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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;

<dict> <key>device.register.server</key><string>https://(CUSTOMER).aetherpal.com</string> <key>device.register.identifiers</key><string>tenantId:CustomerZ;emmid: ${device.serialNumber}</string> </dict>

7. Click Next.

8. Assign the policy to the desired Delivery Group and Click Save.


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AetherPal MSM App Configuration Key Definitions

Key Description Default if the key-value 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


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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.


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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.


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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.


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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.


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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

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