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Matrix42 Self-Service Help Center

Devices Guide Part I: Pending

Pending Devices

The Pending Devices section displays all outstanding enrollments for end users. There are three different ways to create a pending enrollment:

  • By end user self enrollment via Self Service Portal
  • By administrator via (single) provisioning
  • By administrator via (bulk) provisioning

The usual way how Pending Enrollments will be created is the end user self enrollment vial Self Service Portal, but under certain scenario it may be a good choice to create enrollments for users. These cases are:

  • Centralized IT driven device preparation, where users will be handed out a fully configured device
  • End users does not know their login for Self Service Portal
  • Preparation for Enrollments with Device Enrollment Program Devices. By sending users the enrollment information with OTP will prevent that users need to create their OTP on a second device

 

Pending Enrollments

The following information for each pending enrollment are shown: 

Information Description
Reset OTP Will reset the OTP and generate a new one. 
Username  Displays the username 
Mobile Displays the phone number entered in the self service portal
OTP Expires Displays the time to live value for the OTP
Token Displays the unique ID for the enrollment request
Delete Deletes the enrollment request 

Self Enrollment

Once a user has created their Enrollment Request through the Silverback Self Service Portal, they will appear in the Pending container with their Username and the information associated with their current enrollment. If the user for any reason forgets their OTP during the enrollment the Administrator can either Reset their OTP and inform the user of the new one, or simply Delete the Enrollment Request and ask the user to try again. If the user enters in the wrong OTP then the Enrollment Request will be deleted and the user will also have to restart the enrollment request again. The Administrator can customize the content and length of the OTP in the Admin Section of the Silverback Console.

 

End user experience

This process is user driven and the Administrator is not involved in this process. The enrollment process via Self Service Portal is pretty straight forward and contains the following actions 

  • Visit Self Service Portal on Device
  • Perform Authentication
  • Enter Phone Number (optional)
  • Select Ownership (optional)
  • Click Start
  • Open Link 
  • Proceed with individual operating system steps. 

Provision User

An Administrator can setup a device on behalf of a user via the Provision User function. The administrator must specify the user’s information and also provide valid LDAP credentials to validate the request. If Silverback is configured to use Username and Password authentication for things like Exchange ActiveSync, the user will still need to enter their password to synchronize once the device is enrolled.  When a user has their device setup for them in this manner, an alert is sent to the user as well as all Silverback Administrators in the form of an email to provide an audit trail and record of the fact that a device has been provisioned on behalf of a user by a third party.

  • Click Provision User
  • Select the Ownership 
  • Enter a Username
  • Enter a Mobile number (optional) (e.g +491712345678)
  • Provide LSAP Credentials
    • Enter Username
    • Enter Password

Use any LDAP user and use the UPN format.

Once the pending enrollment has been created for the user, the Administrator who created the enrollment will see the presented user’s OTP in the Provisioned User Details pop-up.

With Mobile number Admin_Guide_SB_025.png
Without Mobile number Admin_Guide_SB_024.png

End user experience

Depending on the configuration the end user will receive the following:

E-Mail that an Administrator has provisioned  a device on behalf of a user. Template for this scenario can be edited under Admin > Email Templates > Admin Provisioned a Device Notification Admin_Guide_SB_022.png
SMS with the Enrollment Information. To configure the SMS Sender name navigate to Settings Admin > App Portal and SMS > SMS Sender Label. To edit the content of the SMS navigate to Admin > Email Templates and edit the SMS Template but keep the variable.  Admin_Guide_SB_023.png

The end user experience for enrollment varies depending on the operating system and Silverback configuration for simple enrollment.  Proceed with the next steps: 

  Android iOS
User receives Email

Admin stages the device for the user by visiting the Activation URL on the target device or will provide the user URL, OTP and instruction.

Activation URL is configured and displayed under Settings Admin > General Activation URL. 

Admin stages the device for the user by visiting the Activation URL on the target device or will provide the user URL, OTP and instruction.

Activation URL is configured and displayed under Settings Admin > General Activation UR

User receives SMS

Admin or User reads SMS and opens provided URL. First, user will be prompted to install Companion. After successful installation user needs to re-open the URL. Depending on the Simple Enrollment Configuration it is needed to enter the OTP. Afterwards the usual Enrollment process starts.

Simple Enrollment Configuration is located under Admin > Self Service Portal > Simple Enrollment

Admin or User reads SMS and opens provided URL.  Depending on the Simple Enrollment Configuration it is needed to enter the OTP. Afterwards the usual Enrollment process starts.

Simple Enrollment Configuration is located under Admin > Self Service Portal > Simple Enrollment

Once the device has been enrolled, the configured device can then be handed to the user.

 If a user has reached their Maximum Device Count Limit, an Administrator can override this restriction and provision another device using this method.

Bulk Provision Users

An Administrator can setup multiple devices on behalf of users via the Bulk Provision Users function. This allows a large number of enrollments to be created in a single run, to speed up large rollouts and simplify the process.  Bulk Provision works by importing a .csv file with contained user data and configuring notification, OTP and ownership details. 

Bulk Provision Users overview will display the following information:

Information Description
ID ID of created Bulk Enrollments
Status Status of the request. Either in progress or available for download
Created Date Displays creation date and time 
Created By Displays initiator 
Action Allows to remove existing Bulk Enrollments

Create CSV

In this case we will use Microsoft Excel

  • Open Microsoft Excel
  • The following information are needed:
    • Username (mandatory)
    • Email (optional)
    • Mobile Number (optional)
  • Enter in the first line the values for your first user
    • Username in UPN, SAMAccount format or local user name
    • Email like username@imagoverum.com 
    • Mobile number with country code like +4917012345678
  • Repeat the steps for each user in the following lines
  • At the end it should look like this:

08-02-_2019_11-06-15.png

  • Save file as a .csv 

Please ensure that your Active Directory users will have a filled E-mail field. 

Create Bulk Provisioning

  • Click Bulk Provision Users
  • Click Choose File and upload the created .csv file
  • Define the OTP Expiry date in hours
  • Enable Email User Details (optional)
  • Enable SMS User details (optional) 
  • Define OTP (optional)
  • Enter OTP (optional)
  • Select Ownership 
  • Provide LDAP Credentials
    • Enter Username
    • Enter Password

Use any LDAP user and use the UPN format.

  • Click Submit 
  • Click OK
  • Wait until status changes to Download

This process may take a while 

Open Report

  • Click Download
  • Open the downloaded report
  • Check the report
Detail Description
Username Displays username for the pending enrollment
Email Displays email for the pending enrollment
Phone Number Displays phone number of pending enrollment
Success Indicates whether the enrollment was created successfully or not
One Time Password Display generated or pre-defined OTP for the enrollment
Reason for failure If the enrollment failed, a reason will be indicated here

End user experience

Depending on the configuration the end user will receive the following:

E-Mail that an Administrator has provisioned  a device on behalf of a user with included OTP.  Template for this scenario can be edited under Admin > Email Templates > Admin Provisioned a Device Notification for User Admin_Guide_SB_026.png
SMS with the Enrollment Information. To configure the SMS Sender name navigate to Settings Admin > App Portal and SMS > SMS Sender Label. To edit the content of the SMS navigate to Admin > Email Templates and edit the SMS Template but keep the variable.  Admin_Guide_SB_023.png

The end user experience for enrollment varies depending on the operating system and Silverback configuration for simple enrollment.  Proceed with the next steps: 

  Android iOS
User receives Email

Admin stages the device for the user by visiting the Activation URL on the target device or will provide instruction instruction to use .

Activation URL is configured and displayed under Settings Admin > General Activation URL. 

Admin stages the device for the user by visiting the Activation URL on the target device or will provide instruction instruction to use .

Activation URL is configured and displayed under Settings Admin > General Activation UR

User receives SMS

Admin or User reads SMS and opens provided URL. First, user will be prompted to install Companion. After successful installation user needs to re-open the URL. Depending on the Simple Enrollment Configuration it is needed to enter the OTP. Afterwards the usual Enrollment process starts.

Simple Enrollment Configuration is located under Admin > Self Service Portal > Simple Enrollment

Admin or User reads SMS and opens provided URL.  Depending on the Simple Enrollment Configuration it is needed to enter the OTP. Afterwards the usual Enrollment process starts.

Simple Enrollment Configuration is located under Admin > Self Service Portal > Simple Enrollment

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