Configuration and Administration

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1 Configuration and Administration Version 8.2 Mobile Service Manager

2 Legal Notice This document, as well as all accompanying documents for this product, is published by Good Technology Corporation ( Good ). Good may have patents or pending patent applications, trademarks, copyrights, and other intellectual property rights covering the subject matter in these documents. The furnishing of this, or any other document, does not in any way imply any license to these or other intellectual properties, except as expressly provided in written license agreements with Good. This document is for the use of licensed or authorized users only. No part of this document may be used, sold, reproduced, stored in a database or retrieval system or transmitted in any form or by any means, electronic or physical, for any purpose, other than the purchaser s authorized use without the express written permission of Good. Any unauthorized copying, distribution or disclosure of information is a violation of copyright laws. While every effort has been made to ensure technical accuracy, information in this document is subject to change without notice and does not represent a commitment on the part of Good. The software described in this document is furnished under a license agreement or nondisclosure agreement. The software may be used or copied only in accordance with the terms of those written agreements. The documentation provided is subject to change at Good s sole discretion without notice. It is your responsibility to utilize the most current documentation available. Good assumes no duty to update you, and therefore Good recommends that you check frequently for new versions. This documentation is provided as is and Good assumes no liability for the accuracy or completeness of the content. The content of this document may contain information regarding Good s future plans, including roadmaps and feature sets not yet available. It is stressed that this information is non-binding and Good creates no contractual obligation to deliver the features and functionality described herein, and expressly disclaims all theories of contract, detrimental reliance and/or promissory estoppel or similar theories. Legal Information Copyright All rights reserved. All use is subject to license terms posted at legal. GOOD, GOOD TECHNOLOGY, the GOOD logo, GOOD FOR ENTERPRISE, GOOD FOR GOVERNMENT, GOOD FOR YOU, GOOD APPCENTRAL, GOOD DYNAMICS, SECURED BY GOOD, GOOD MOBILE MANAGER, GOOD CONNECT, GOOD SHARE, GOOD TRUST, GOOD VAULT, and GOOD DYNAMICS APPKINETICS are trademarks of Good Technology Corporation and its related entities. All third-party technology products are protected by issued and pending U.S. and foreign patents. Configuration and Administration Guide 2

3 Contents Section 1: Good MSM Overview 7 Required Workflow 8 Launching the Admin Console 9 Logging Out of the Admin Console 10 Admin Console Interface 11 Menu Bar 11 System Menu 11 View Menu 12 Tools Menu 13 Help Menu 14 Toolbar 14 Object Control Panel 15 Status Bar 16 Section 2: Mapping Good MSM User Roles 17 Default Windows Authentication to Manage Users 17 Configuring Role-Based Administration 20 Section 3: Configuring the Initial Settings to Run Good MSM 21 Configuration Progress Meter 21 License Details 24 Global Settings 25 SMTP / Notifications 25 Active Directory (AD) Syncing 26 User and Group Sync (Optional AD Syncing) 27 Device Management Panel 30 Device Identity Certificates 31 Apple Push Notification Service (APNs) Certificate 32 Android Security Management 33 Importing SSL Certificates 33 Security Management Activation 35 Compliance Threshold 36 DMZ Apache Configuration 36 Good Mobile Control Databases 39 Good Dynamics (GD) Server Configuration 42 Microsoft Exchange Client Access Server Configuration 44 Support Settings Panel 45 Configuration and Administration Guide 3

4 Table of Contents User Self-Service (USS) Server Configuration 45 USS Device Instructions 48 Enterprise Information Panel 50 Custom Branding 50 Support Contacts 51 Advanced Settings 52 Configuring Remote Log Collectors 53 Using the Template 54 Maintenance Panel 56 Renew SSL Certificate 56 Importing SSL Certificates 56 Renew MDM Host Certificate 58 Renew Internal Certificate 58 Renew DMZ Apache Configuration 59 Section 4: Enabling Data Analysis by Deploying the Good MSM Infrastructure 60 Status Bar 61 Loading Analyzers 62 Unloading Analyzers 63 Section 5: Custom Summary Groups 64 Creating and Modifying Custom Summary Groups 64 Creating Custom Summary Groups 65 Adding Users to Custom Summary Groups 69 Changing Maximum Users Displayed Per Page 70 Tuning Custom Summary Group and User Thresholds 71 Section 6: Managing Summary Group and User Level Notifications 73 Assigning Summary Group and User Level Notifications 73 Assigning Notifications 74 Example User Level Notification 76 Assigning SNMP Trap Notifications 77 Assigning HP Operations Manager Notifications 79 Editing Addresses 82 Managing Notifications for an Address 83 Removing Notifications for a User/ Address 85 Section 7: Performing Mobile User Component Tuning 87 Adjusting the Thresholds for Monitored User Component Analyzers 88 Thresholds of Summary Group Analyzers 89 Setting Default Thresholds for Summary Group Analyzers 90 Section 8: Managing System Health Notifications 92 Configuration and Administration Guide 4

5 Table of Contents Assigning System Health Notifications 92 Assigning System Health Notifications 92 Viewing and Managing System Health Notifications 96 Section 9: SNMP Server Configuration and Interface 98 Section 10: BlackBerry Fix-It Configuration Settings 108 Configuring Fix-It for BES and Greater 108 Section 11: Configuring Enterprise Certificate Authorities 110 Enterprise Certificate Authority Integration Prerequisites 111 Configuring the Certificate Authority 114 Configure Good MSM to Access your CA 119 Creating an Identity Certificate 120 Creating a Wi-Fi Configuration 121 Creating a VPN Configuration 122 Creating an Exchange ActiveSync Configuration 123 Configuring a Certificate Authority on Windows Server Section 12: Using Maintenance/Holiday Mode (BlackBerry Only) 128 Enabling and Disabling Maintenance/Holiday Modes 129 Using Windows Task Scheduler to Schedule Maintenance/ Holiday Modes 130 Section 13: Installing the Good MSM PING Agent 137 Launching the Good MSM PING Agent on the Device 142 Appendix A: Tuning the Good MSM Environment 148 Tuning BES Group Thresholds 148 Delivery Time to Handheld Ignore 149 Delivery Time to Handheld Sensitivity 149 Percent Time to Handheld (Critical) 150 Hung Threads 150 Remaining Licenses 152 Message Pending Count (Server) 152 Minimum User Count 154 BES To Handheld Flows 154 Minimum Flows Per Hour 155 BES To Handheld Flow Buffer 155 SRP Error Duration 155 Minimum User Percentage with Rescan 157 Rate of BES Log Lines 158 Rate of BES Log Lines (Warning) 159 Rate of BES Log Lines (Critical) 159 Minimum Log Lines Per Sample 159 ActiveSync CAS Groups 163 Configuration and Administration Guide 5

6 Table of Contents Percent of Devices Getting CAS Responsiveness Error (Warning) 163 Good Dynamics Good Proxy Servers 173 Good Proxy Server Down Duration Buffer 173 Good Proxy Server Minimum App Requests 173 Samples of Consecutive Zero App Requests 173 Percent of App Servers Failed to Connect (Warning) 174 Percent of App Servers Failed to Connect (Critical) 174 Samples of Over-the-Threshold of Failed App Server Connections 174 Minimum Hourly App Server Connections 174 Good Dynamics Good Proxy Clusters 174 Good Proxy Server Down Duration Buffer 174 Good Dynamics Good Control Servers 175 Good Control Server Down Duration Buffer 175 Good Dynamics Applications 175 Samples of Consecutive Zero App Requests 175 Good Dynamics Minimum App Requests 176 Good Dynamics GEMS Servers 176 Good Enterprise Mobility Server (GEMS) Down Duration Buffer 176 EWS Notification Zero Activity Duration Buffer 177 EWS Notification Minimum Hourly Activity Volume 177 Presence Zero Activity Duration Buffer 177 Appendix B: Using Multiple Admin Services 179 Creating Multiple Admin Services 179 Appendix C: Good MSM Utilities 181 BT-DB-BR: Database Backup and Recovery Utility 181 Backing Up the Database 181 Scheduling Regular Backups 183 Database Recovery 184 Using the Tune.exe Utility 185 GetBTLogs Utility 186 BTCertificates 188 Configuration and Administration Guide 6

7 01 Good MSM Overview Good MSM is a robust mobile device monitoring system that monitors and reports on ActiveSync, Good, and BlackBerry Enterprise Server use across an enterprise. Good MSM can detect and alert administrators about impending outages, decreased performance, or slowdowns in systems, and provide cross-tier root cause. The Configuration and Administration Guide provides system level procedures for deploying and managing Good MSM, including creating custom mobile user groups, setting Service Level Agreements, creating, modifying, and assigning notifications based on real-time monitoring of mobile devices, and configuring associated analyzers to correlate user-level experience to the underlying infrastructure components. This guide contains the following sections: Good MSM Overview Mapping User Roles Configuring the Initial Settings to Run Good MSM Enabling Data Analysis by Deploying the Good MSM Infrastructure Managing Mobile Users Custom Summary Groups Managing Summary Group and User Level Notifications Performing Mobile User Component Tuning Managing System Health Notifications SNMP Server Configurations Setting BlackBerry Fix-It Configuration Settings Using Maintenance/Holiday Mode Installing the Good MSM PING Agent Appendix A: Tuning the Good MSM Environment Appendix B: Using Multiple Admin Services Appendix C: Using the Good MSM Database Backup Utility Configuration and Administration Guide 7

8 BoxTone Oveview Good MSM provides an Admin Console as the interface for performing System Administrator tasks. This chapter contains the following sections: Logging into the Admin Console Logging Out of the Admin Console Admin Console Interface Required Workflow Action Step Description Installation Run through the workflow for a single server or dual server 1 installations. Patch 2 Apply the latest patch from Good MSM. Launch the desktop Admin 3 Open the Admin Console to configure role-based administration. Console Map user roles 4 Map user roles to Windows Security groups. Open the Good MSM Web Console 5 Proceed through the workflow based on the modules your corporation has licensed. Configuration and Administration Guide 8

9 BoxTone Oveview Launching the Admin Console To log into the Good MSM Admin Console: 1. Double-click the Good MSM Admin Console icon. By default, the Admin Console should launch automatically without requiring AD credentials to gain access. However, if the console does require a login, use pa/admin credentials to log in to the Admin Console. 2. In the Good MSM Admin Console Login window, enter the information from the table below. Field User Name Description Administrator s user name. The default user name is pa. Use this user name when logging in for the first time. Note: This user name can be changed to a unique identifier after the initial login. Password Administrator s password. The default password is admin. Use this password when logging in for the first time. Note: This password can be changed to a unique password after the initial log on. Domain Name Specifies the location of the Good MSM schema that retains system data. Note: This field only appears if you are logging into the Admin Console from a user or local machine that is not mapped to the Administrator role. See Chapter 4 for more details. 3. Click the OK button.! Note: If you log in and are not a member of the Administrator Group or an administrator on the local machine or domain, a modified login window appears with a Domain Name drop-down list. You must then log in as an administrator to access the Admin Console. Configuration and Administration Guide 9

10 BoxTone Oveview Logging Out of the Admin Console 1. Click Exit from the System menu A Confirmation dialog box opens. 2. Click Yes to exit. The Admin Console will close. Configuration and Administration Guide 10

11 BoxTone Oveview Admin Console Interface The Admin Console interface conforms to standard Windows Graphical User Interface (GUI) conventions. The following figure shows the Admin Console and its components, which are described in the following sections. Menu Bar The Menu bar is located at the top of the Admin Console window. Each item in the menu bar has a pop-up menu associated with it through which System Administrators can perform tasks. The menu bar is composed of the following four menu items: System Menu View Menu Tools Menu Help Menu System Menu Use the System menu to manage the environment and operations of the Admin Console. Configuration and Administration Guide 11

12 BoxTone Oveview The following table describes the options in the System menu. Option Refresh Settings Import Analyzer Exit Description Update Good MSM model from Information Database View the Environment Settings box. Import new Analyzers into Good MSM. From the submenu, select either From Database or From File. Exit the Good MSM Admin Console. View Menu Use the View menu to hide or show Admin Console toolbars. The following table describes the options in the View menu. Option Tree Description Show/hide the hierarchy of components of the mobile user environment. Configuration and Administration Guide 12

13 BoxTone Oveview Option Surveyor Status Bar Main Toolbar Chart Toolbar Zoom Toolbar Layout Toolbar Admin Toolbar Description Show/hide the Surveyor panel. Show/hide the Status bar. Show/hide the Main toolbar. Show/hide the Chart toolbar Show/hide the Zoom toolbar Show/hide the Chart toolbar Show/hide the Admin toolbar.! Note: If an option has a check mark to the left of it, it means the item is currently shown. Tools Menu Use the Tools menu to access the User Control Panel and Notification Control Panel to manage Good MSM user notifications. The following table describes the options in the Tools menu. Option Users... Notification... Roles... Description Opens the User Control Panel window that lists all users and contact information used to notify them. Note: If you are using Windows Authentication to manage users, this option will become unavailable. Opens the addresses window for assigning notification to model objects Opens the Map Role window for assigning roles to Windows Security Groups. Configuration and Administration Guide 13

14 BoxTone Oveview Help Menu Use the Help menu to access information about the Admin Console.. Click on the About Good MSM Admin Console option to view the About Good MSM Admin Console window. Toolbar The Admin Console toolbar, located above the Surveyor Panel, contains shortcut buttons to frequently performed features through the Admin Console menu bar. Configuration and Administration Guide 14

15 BoxTone Oveview Shortcut Button Description Update the Object Control Panel using the latest information in the Database. Show/hide the Object Control Panel Expand the tree hierarchy of the Object Control Panel. Collapse the tree hierarchy of the Object Control Panel. Launch the User Control Panel. Note: If you are using Windows Authentication, this icon will become permanently inactive, since users are managed through Windows. Launch the Map Role window. Launch the Addresses window to view and configure a listing of notifications by message recipient. Launch the Notifications window to view and configure Good MSM System Health notifications. Launch the System Health HP Notification window to configure notifications to be sent to the HP Operations Manager (HPOM) using the Good MSM /HPOM connector which can be purchased separately. Note: See Chapter 8 for more information on System Health notifications. Launch the System Health SNMP Notification window to view and configure a listing of SNMP System Health notifications. Note: See Chapter 8 for more information on System Health notification Object Control Panel The Object Control Panel, on the left side of the Admin Console, displays the components of the mobile user environment as a tree hierarchy (tree). If the Object Control Panel does not display, click the Show/Hide shortcut on the Main toolbar. Configuration and Administration Guide 15

16 BoxTone Oveview Using the Object Control Panel, the administrator can perform the following tasks: Manage mobile users and components. Deploy and configure analyzers on infrastructure components. Status Bar The Status bar, located at the bottom of the Admin Console window, displays the status of the current Admin Console session and its connection to the Good MSM Broker Server. Configuration and Administration Guide 16

17 02 Mapping Good MSM User Roles This chapter describes how to manage user access and roles using the Good MSM Admin Console. Default Windows Authentication to Manage Users By default, Windows Authentication is automatically enabled to manage users. Instead of manually adding and managing users within the Good MSM system, existing Windows users are mapped to a group as part of a normal workflow to give them access to the Good MSM system. Default Windows Authentication allows multiple approved users to have access to the Administrator role by adding them to an Administrators group (the Good MSM user management system only allows for one administrator user).additionally, Windows Authentication will leverage your predefined security and password aging policies. Configuring Role-Based Administration To map Good MSM roles to Windows Security Groups: 1. Click on the Map Role button in the Toolbar. Configuration and Administration Guide 17

18 Mapping BoxTone User Roles 2. In the Mapped Windows Security Group column, click on the Browse button. 3. Enter the name of a group in the field. These groups can be domain groups or local groups comprised of other groups. Click on the Check Names button to check the name of the group.! Note: For easier administration, Good MSM recommends using local groups. Add users to the appropriate mapped groups to give them access to Good MSM with the appropriate role. 4. Click OK.! Note: You can also type the group names into the Mapped Windows Security Group fields to the right of the Good MSM roles without looking the group up first. Configuration and Administration Guide 18

19 Mapping BoxTone User Roles The access privileges associated with each role are defined in the following table. Role Administrator BESOperations AdvancedMessagingDesk MessagingDesk AssetManager HelpDesk MobileDeviceUsers USSDeviceOwner Description Allows access to all Good MSM consoles and features including the Admin Console, Ops Console, Ops Dashboard, Help Desk Console, and Analysis Console. Can create users and assign roles to users. The local Administrators group on the Good MSM application server will always have access to this role. Allows access to the Ops Console, Ops Dashboard, Help Desk Console, and Analysis Console. Allows full access to the Help Desk Console including the Detail Information and History pages and additional user information (Analysis Console). Allows full access to the Help Desk Console including the Detail Information and History pages. Allows access to the Asset Management reports. Note: This role only becomes available if the Asset Management component is installed. Allows access to the Help Desk Console User Diagnostic page. Allows Admin users to sync Active Directory user accounts and associate BES and Good users with AD user accounts. Allows access to the User Self-Service portal.! Note: If you are not a local or domain administrator, you cannot map the Good MSM Administrator role to a group of which you are not a member. Configuration and Administration Guide 19

20 Mapping BoxTone User Roles 5. Once you have mapped all roles to Windows groups, click OK. The Admin Service is stopped and restarted If you receive a message stating that the Admin services failed to restart, they should be manually restarted for Windows Authentication to take effect.! Note: Since Windows Authentication is applied by default, the Policy icon on the toolbar will now be permanently inactive, as user access will now be managed via Windows group membership. The Use Windows Authentication checkbox at the top of the Map Role window will also be inactive. In the future, when a user logs into the Admin Console, the system will run two tests to decide whether the user should have access: 1. Is the user a member of the mapped Good MSM Admin group? 2. Is the user an administrator on the local machine? Or: Is the user a domain administrator? If the user passes both of these tests, the Admin Console will open. If the user fails both tests, the following Login window opens. Custom Summary Groups Configuration and Administration Guide 20

21 03 Configuring the Initial Settings to Run Good MSM This section will lead you through the initial settings required to run Good MSM software for the first time. All other settings may be modified or set at a later date. Though most settings reside within the Good MSM Settings page, some actions such as mapping user/ group roles and loading analyzers must be taken within the Admin Console desktop application. After successfully completing the installation process, configuring Good MSM settings is the next step. Configuration Progress Meter As you enable various settings and proceed through the setup, the configuration meter will track the progress in real-time and keep a running list of the settings left to configure. Any setting that has not been edited from the default settings will appear as Settings Remaining to Complete to provide the opportunity to completely customize your environment. Each individual panel will also contain a progress bar that indicates the completion percentage for settings configured in that section. Configuration and Administration Guide 21

22 Configuring Initial Settings Panel Progress Bar Each individual panel will also contain a progress bar that indicates the completion percentage for settings configured in that section. Partially completed sections or sections with incorrect data will not count towards your completion percentage. Saving Settings Settings may be modified after the initial configuration. Any updates made must be saved first and then applied in order to implement the changes. If a setting has been applied, a check mark will appear in front of it. If an asterisk appears in front of the setting, then the setting has been saved. An exclamation indicates an error has been detected in the setting configurations. Licensing Upon the first visit to this console, licensing details will be expanded to show the licensed platforms and modules. Settings Overview Each tab under settings includes several subsections to be customized. In some instances, the default settings will be acceptable for your enterprise. However, it is important to check that all settings have been configured to best support the needs of your organization. A progress bar or meter will be located in the right-hand corner of each section to demonstrate the percentage of that section that has been configured. Global Settings Include Global settings are required and must be configured before running Good MSM for the first time. However, it is recommended that all settings be configured before running Good MSM, as this will optimize use of the system. Attempts to run Good MSM without configuring these settings will fail and potentially cause system issues. Configuration and Administration Guide 22

23 Configuring Initial Settings Device Management Settings configured in this section will affect the types of compliance alerts received and ensure that you have the proper certifications to run Good MSM and connect to the required external resources. Platform Configurations In this section you will select servers and set paths to logs to include in monitoring based on the platforms licensed. Settings configured here will be displayed under the Operate Tab. Service Desk and User Self-Service Configure settings for the Service Desk and User Self-Service Portal on this page. Enterprise Information These are the settings for corporate branding, support contact information and other enterprise settings. Settings configured here will used by various components of Good MSM. Advanced Settings Use these settings to configure local and remote log collector instances. Configuration and Administration Guide 23

24 Configuring Initial Settings License Details The configurations page will display a summative panel showing the enabled platforms from Good MSM. This panel will only be expanded on the first visit. In subsequent visits to this page, the panel will be contracted. Press edit to disable or enable platforms. In addition to providing an overview of licensing details, use this panel to enter key information provided by Good MSM to access new licensed modules. The licenses enabled in this panel may change the configurations available throughout the MSM Admin page. License keys from earlier releases may not be reused. Good MSM will issue a new key for any upgrades or licensing changes. If your licensing changes after installation, use the Change License Key button to update the Good MSM Settings page with the details of your new licensing.! Note: Licensing also determines the range of settings available to you by Good MSM. This guide was constructed to cover the configuration process for all licensed modules. If options appearing in the guide are not available to you on the Good MSM Settings page, it is likely that your enterprise has not licensed that module from Good MSM. Configuration and Administration Guide 24

25 Configuring Initial Settings Global Settings There are three sections to configure within the Global Settings panel. These settings are required and should be configured prior to running Good MSM for the first time. SMTP / Notifications Active Directory Sync/ User Mapping Group Filters SMTP / Notifications Upon first login, the Notifications window will open. This is a one-time configuration required to issue Good MSM system health alerts and other status notifications based on settings configured on this page. Once a problem is detected, the Good MSM system will send an alert to the address listed below. System health alerts will range by degree of severity and provide links to detailed system health data and recommendations for issue resolution. Use an address that is recognized by your system to avoid having health alerts be redirected to a spam folder. To initiate system health notifications, complete the fields below. 1. Enter the SMTP Server host name and TCP Port. By default, Port 25 will be listed in the field below. 2. Choose an address to receive system health notifications. 3. The system will generate notifications from the address listed in this field.! Note: If the Notification screen is accessed through the Admin screen in the Global Settings menu, you will only have the option to Apply Settings or select Cancel. The back button will not be available. notifications must be completed before continuing through the initial configuration. Configuration and Administration Guide 25

26 Configuring Initial Settings Active Directory (AD) Syncing What do we sync from Active Directory? Good MSM syncs the AD users and groups required for managing devices and applying policies based on user groups. This includes: Recursive AD user objects mapped to the mobile users group. Basic information for all AD group objects in the forest. The group objects information is required to populate the group cache so that we can select groups to watch and assign policies. Full recursive membership information for any group that has a policy assigned to it, or has been selected as a watch group. All Exchange AD objects in the forest to determine exchange server information or configuration. Full AD user information for any user found in the CAS logs. Sync processes There are 4 sync processes: On-demand Sync - Good MSM discovers users on demand when the full sync has not been run Delta Sync Runs every 5 minutes to detect changes for users, groups, and group filters Full Sync Runs once a day to sync users, groups, Exchange servers and devices. Optimized Sync- Expedites the syncing process by only allowing servers and selected user groups to be included in the sync. In this mode, ActiveSync pairing information is only synchronized for members of the Mobile Device Users role.! Note: Changing the mobile device owner s group will also initiate a full sync. Configuration capabilities for the sync Group filter configuration is the only configuration that is built into the product. AD attributes included in the sync a. User name, domain, SID, GUID, distinguished name, canonical name, organizational unit, san account name, exchange server host name, display name, mail, first name, last name, linked account SID, linked account SAM account name, linked account domain, mail nick name, manager, physical office, principal name, title, company, department, street address, postal code, city, state, country, home phone, mobile phone, legacy exchange DN, when accessed, when created, when changed b. Group domain, name, SID c. Exchange name, GUID, domain, FQDN, version, roles d. Domain name, NetBIOS, FQDN, SID Configuration and Administration Guide 26

27 Configuring Initial Settings User and Group Sync (Requires AD Syncing) Before proceeding with User and Group sync, ensure that user and group designations have been mapped accordingly. Map user roles through the Admin Console. Immediately following the Good MSM installation, the Admin Console icon will appear on the desktop. Once the Admin icon is pressed, the console will open directly to the Map User Roles window. Create user and group roles before running the sync within the web console. Several licensed modules will require Active Directory (AD) syncing as part of system configuration. Membership data is cached within Good MSM to view group data and manage group policies. Authorized mobile users from these groups will be synchronized with Good MSM. While caching, User Sync options will appear as inactive. Once caching completes, the options will return to an active state. If user roles and group designations need to be modified after the initial setup, return to the Admin Console to adjust the mappings. User and Group Sync (Optional AD Syncing) If Active Directory syncing is optional for your environment, caching will commence after the slider is moved to enable syncing. User and Group assignments and designations should be made using the Admin Console on the application. server. Membership data is cached within Good MSM to view group data and manage group policies. 1. Move the slider from No to Yes. 2. Press Apply to enforce the user and group syncing Configuration and Administration Guide 27

28 Configuring Initial Settings What is Optimized Active Directory (AD) Sync Mode? Optimized AD Sync expedites the syncing process by only syncing information that is pertinent for your environment, such as servers and selected user groups. Optimized sync is highly recommended for large deployments without Security Management. In larger deployments, the full sync may take a longer time to complete. Infrastructure Elements Included in the Sync Discovered Servers User and Groups (The groups selected by the IT Admin will be included in the Optimized Sync). This mode will automatically allow the group cache sync and the exchange server sync to be turned on and complete. Infrastructure Elements not included in the Sync Non-Good Work ActiveSync (AS) devices will not be synced with the system even if they are syncing through CAS Group details for non VIP Users on Service Desk AS actions are disabled on Service Desk Reports will not have the data we typically pull from AD! Note: When running Optimized Sync Mode, some information will be limited or unavailable across various dashboards. Device reconciliation may be limited further resulting in incomplete pairings in Service Desk. Devices running Good Dynamics will display all information and remain searchable on Service Desk. This mode will not work for customers with Security Management. Configuring AD Optimized Sync Mode To configure AD Optimized Sync Mode, complete the steps below. 1. After Install has completed, open the Command Prompt 2. CD to <install_drive>\boxtone\utilities\ ADSyncMode 3. Type EnableADOptimizedMode.bat 4. If you wish to enable VIP alerting, map the Mobile Device Users group to your VIP/Monitored users instead of mapping them to all mobile users. 5. Log into the MSM Web Console and navigate to the Good MSM Admin page. 6. Follow the onscreen instructions to enable Optimized AD Sync. 7. Log into the Admin Console and load the user analyzers Configuration and Administration Guide 28

29 Configuring Initial Settings VIP groups will not be included in the sync (and monitoring) unless this option is configured on the System Operations panel. 8. Press Edit 9. Turn VIP User AD Sync on (if disabled) and press Save. VIP users should be mapped to the Mobile Device Users group instead of the Domain Users group. See Section 5: Creating Custom Groups to learn how to create/edit a VIP Group. Configuration and Administration Guide 29

30 Configuring Initial Settings Group Filtering Group Filtering allows mapped groups to be selected and then cached within Good MSM. The Mobile Device Users Role should have been set within the Admin Console. Group policies, profiles, and app sets can be applied to policy groups. Watch groups will be monitored for data analysis purposes throughout the various Good MSM dashboards. Limit the number of cached groups for usability and performance considerations. Device Management Panel There are eight sub-sections to configure within the Device Management panel. Settings available are contingent upon the modules you have licensed from Good MSM. Security Management Hosts Device Identity Certificates Apple Push Notification Service Certificate Android Security Management Servers SSL Certificates Security Management Activation Compliance Threshold DMZ Apache Configuration Configuration and Administration Guide 30

31 Configuring Initial Settings Security Management Hosts To configure Security Management, set up a host for the activation server and a host for the management server. Each host should be configured in the perimeter network if the DMZ setting is there and mapped to a local IP address. Local IP addresses may be selected from the drop-down menu onscreen. This will only be applicable if Security Management has been licensed from Good MSM. Device Identity Certificates Device Identity Certificates allow Good MSM to securely identify each device. When a device enrolls in security management, Good MSM uses a device identity certificate to be a unique identifier. The certificate captures device information, company name, and country information. In most cases, the default entries for this field will be acceptable. However, to modify these entries, use the fields below. 1. Edit or update company information in the Company Name box. 2. Select the appropriate country from the drop down menu. Configuration and Administration Guide 31

32 Configuring Initial Settings 3. Press Save to apply the changes. Apple Push Notification Service (APNs) Certificate ios Device Management requires an APNs certificate to communicate with Apple s Push Notification Service. This certificate is issued by Apple through the Push Certificates Portal using a Certificate Signing Request (CSR). Configuration and Administration Guide 32

33 Configuring Initial Settings Android Security Management To add a new Android Security Management server, press Add Server. Enter the Host, port, associated , password and domain for this module. Importing SSL Certificates Select a certificate obtained from a trusted certificate authority to be used when a device accesses the activation server. Use the buttons to Import a PKCS #12 file or select Import Separate Files to individually upload the SSL certificate file, key file, and chain file. Base Requirements for Importing SSLs The certificate must be issued by a CA trusted by Apple. Click the embedded link onscreen to learn more about trusted CAs ( Certificate and Security Management Naming Conventions The DNS names for the device activation server hostname and device management server hostname depend on your conventions and IT policy for naming hosts. For instance, the device activation server hostname may be Good MSM -dom-enroll.asia.company.com, or similar. Likewise, the device management server hostname may be Good MSM -dom-mdm.asia.company.com. Whoever manages the DNS for the asia.company. com or company.com domain can probably recommend what hostnames to use. Using a simple <prefix>. asia.company.com DNS name will allow you to use a wildcard SSL certificate for *.asia.company.com for mutiple installs. The common name (CN) and/or subject alternative name of the certificate must include device activation server hostname (Good MSM -dom-enroll.asia.company.com) or the wild card name (*.asia. company.com). Configuration and Administration Guide 33

34 Configuring Initial Settings Passwords Passwords will always be required for PKCS #12 files. For individual file imports, a password will only be required if an encyrpted key file is uploaded. The PKCS#12 file must contain a key and the matching certificate. In some instances, it will also include the chain certificate file (a group of intermediate certificates). The chain certificate file is optional because the PKCS #12 typically includes the key and all relevant certificates. If your PKCS#12 file does not include the intermediate certificates, you may import them as a separate chain file using the designated field onscreen. In addition to.pfx and.p12 files, the following certificate file types are also accepted :.pem,.cer,.crt, der, and.key. The permitted files types are listed above each field. If an accepted file type is uploaded to the wrong field, the import will be unsuccessful. Configuration and Administration Guide 34

35 Configuring Initial Settings Security Management Activation The Security Management activation should serve as an introduction to Security Management services. This should include instructions for enrollment, a brief description of what Security Management entails, required support contact information, and the URL to visit in order to enroll devices. Test the URL to ensure the link is active before sending the to users. Complete the form to provide instructions to users who wish to enroll in Good MSM Security Management. Configuration and Administration Guide 35

36 Configuring Initial Settings Compliance Threshold Compliance alerts provide information about devices that violate the established compliance rules at any point while the device is syncing with system resources. If this threshold is exceeded, the Compliance Engine and automated compliance actions will be disabled and a system health alert will be triggered. After adjusting the compliance percentage, press Save to accept the changes. After arranging thresholds and settings on this screen, you will have access to customize the Compliance rules and corresponding actions to take against a device when it is in violation of the rules. Settings can be adjusted by navigating to the Configure Tab on the web console and pressing Device Configurations on the submenu. Various compliance charts will be available on the Configure Dashboard. Use this page to view real-time compliance data for all devices enrolled in Good MSM. DMZ Apache Configuration If you have licensed the Mobile Device Management module, you must configure the MDM gateway server in the Demilitarized Zone (DMZ) portion of the network. The gateway server provides an additional layer of security by proxying management communication for any devices that are outside of the enterprise firewall (e.g cellular-connected devices). The following configuration steps are necessary for the MDM gateway server. Download and install apache on the MDM Gateway server per the Good MSM System Requirements. Use the Good MSM Settings Page to download the Apache configuration files (dmz-server.zip) and copy it to the MDM gateway server. 1. Unzip the DMZ-server.zip Apache file 2. Stop the Apache Service Configuration and Administration Guide 36

37 Configuring Initial Settings 3. Copy the conf. folder from the DMZ server.zip and replace the conf.folder in the existing Apache installation folder 4. Restart the Apache services Platform Configuration Panel There are four sub-sections to configure within the Platform Configuration panel. Settings available are contingent upon the modules you have licensed from Good MSM. BlackBerry Enterprise Server 5.x Configuration BlackBerry Configuration Database BlackBerry Enterprise Servers Logs Good for Enterprise (GFE) Configuration Good Mobile Control Database (s) Good Mobile Control Web Services Good Mobile Control Messaging Servers Logs Good Dynamics Configuration Good Control Database(s) Good Proxy Logs Microsoft Exchange ActiveSync Configuration BlackBerry Enterprise Server (BES) 5 Configuration Provide information on the BES servers included in Good MSM monitoring. Once a server is added, all devices in that database will be monitored for device, connection, messaging or other system issues. Servers will be auto-discovered by Good MSM. Highlight a server from the list by clicking in the row and press the database Configuration and Administration Guide 37

38 Configuring Initial Settings hostname to modify any of the configuration database settings. To remove a server from monitoring, press the gray X. Monitoring for the users and servers in that domain cease once the domain is removed. BlackBerry Configuration Database Settings If the desired server does not appear, press Add database and manually enter the Database hostname, the database instance name, the named instance and the port number. Press Save to add a new BES domain to monitoring. Configuration and Administration Guide 38

39 Configuring Initial Settings! Note: If Windows Authentication has been selected, the fields pertaining to SQL Authentication will be not be available. BES Logs Data captured from monitored logs is used to compile metrics for devices on the BES servers. Log files are monitored in real-time. Servers appearing below have been discovered from your BES Configuration Database. If the log share has not been configured for a particular server, it will not be included in the monitoring. Additionally, users with devices provisioned to that server will not appear in searches or drill-down results. Ensure that paths to the logs are correct and press Save. Good Mobile Control Databases GMM servers are auto-discovered from Good Mobile Control (GMC). Once a server is added, all devices in that database will be monitored for device, connection, messaging and/or other system issues. Highlight a server from the list and press add server. If the desired server does not appear, press Add Server and manually enter the Database hostname, the database instance name, the named instance and the port Configuration and Administration Guide 39

40 Configuring Initial Settings number. By default, the SQL server database engine will be pre-populated to listen on port To accommodate dynamic port configurations, clear the pre-populated port number and leave the field blank. Complete the fields for Database Hostname, Name and Instance Name. This action will allow an available port to be dynamically assigned by SQL. Configuration and Administration Guide 40

41 Configuring Initial Settings Good Mobile Control Web Services Good MSM requires the access configurations for GMC Web Services in order to perform Fix-it Actions in Service Desk and User Self-Service. Servers should be auto-discovered from the Good Mobile Control Database. To enter host, port, or user credentials for web services, press the link under GMC Web Services Host. The link will open a pop-up window containing the GMC web services host settings. Configuration and Administration Guide 41

42 Configuring Initial Settings Data captured from monitored logs is used to compile metrics for devices on the GMM servers. Log files are monitored in real-time. Device limits default to 1000, which is the recommended number per server. The bar graph next to default limit displays the current capacity percentage for each listed server. Good Dynamics (GD) Server Configuration Provide information on the GD servers included in Good MSM monitoring. Servers will be auto-discovered by Good MSM.Highlight a server from the list and press add server. If the desired server does not appear, press Add Server and manually enter the database, authentication, Database hostname, the database instance name, the named instance and the port number. Configuration and Administration Guide 42

43 Configuring Initial Settings Good Enterprise Mobility Server (GEMS) Configuration Provide information on the GEMS database host names/instances included in Good MSM monitoring. Servers will be auto-discovered by Good MSM. Highlight a server from the list and press add server. If the desired server does not appear, press Add database and manually enter the database, authentication, Database host name, the database instance name, the named instance and the port number. In order to provide monitoring of the GEMS application server and detect errors in the notification workflow used to inform users that new messages are available when the Good Work app is in the background, or in a suspended state Configuration and Administration Guide 43

44 Configuring Initial Settings Good Proxy Logs Data captured from monitored logs is used to compile metrics for devices on the GD servers. Log files are monitored in real-time. If the log share has not been configured for a particular server, it will not be included in the monitoring. Additionally, users with devices provisioned to that server will not appear in searches or drill down results. Microsoft Exchange Client Access Server Configuration Good MSM automatically discovers Exchange servers within your environment. If your company has licensed Incident Management, you will be required to use both of the fields below to include servers in monitoring. Configuring monitored CAS servers is a required action that must be completed prior to running Good MSM for the first time. W3SVC is required to monitor the CAS transaction logs. HTTP Error logs are required to provide real-time comprehensive error detection and alerting services. If Incident Management has not been licensed, the HTTPERR log field will not appear in this panel. The following is required for Good MSM to read the CAS W3SVC and HTTPERR logs: Microsoft Exchange CAS W3SVC and HTTPERR log folders must be shared (Exchange IIS logs) Good MSM service account requires read access to the log folder Validate CAS W3SVC and HTTPERR logs are accessible from the Good MSM server Logging should be configured as follows: o Format: W3C o Encoding: UTF-8 o Rollover schedule: Daily Ensure the paths to the CAS transaction logs are correct before saving the settings. If a server is selected, a corresponding path to the logs must be provided. Configuration and Administration Guide 44

45 Configuring Initial Settings! Note: Fields for HTTPERR Logs Share Path will only appear if Good MSM Incident Management is licensed. Press Save to enforce the settings. Support Settings Panel There are two sub-sections to configure within the Service Desk and User Self-Service panel. Settings available are contingent upon the modules you have licensed from Good MSM. USS Server Configuration & Device Instruction Good Mobile Messaging Load Balancing User Self-Service (USS) Server Configuration USS is an online portal that allows users to complete a range of corrective actions on their devices without contacting the Service Desk or a Good MSM Administrator. From this window, establish the host name for USS web services. The modules and platforms licensed will change the range of options and workflows for corrective actions on user devices from the USS portal. Press Save to continue. Configuration and Administration Guide 45

46 Configuring Initial Settings Operations Settings Use this panel to group ActiveSync servers within large deployments or to optimize viewing on the dashboard. 1. To group servers, download the configuration. 2. Next to each server, in the Group_Name column add the group the server belongs to. 3. After you have added all necessary servers and group names, upload the new configuration and close the panel. 4. These changes should be visible in the ActiveSync Dashboard. Configuration and Administration Guide 46

47 Configuring Initial Settings Connection Source Monitoring Settings In the Good MSM settings page, users will now have the option to disable Connection Source monitoring within their environments. It may be advantageous to disabling connection source monitoring in some environments to help minimize load processing on the system. This option is not recommended for Exchange 2013 deployments. Configuration and Administration Guide 47

48 Configuring Initial Settings USS Device Instructions When a user deactivates a corporate-owned device, they will need instructions and procedures for returning and fully decommissioning the device Deactivation instructions should apply to both corporate-owned/managed devices and users with personal devices (BYOD). However, users with their own devices should only be required to deactivate the device to remove it from monitoring and access to corporate resources. For other scenarios, Administrators can force devices into retirement and remove them from monitoring. Enter a subject and press save to continue. Configuration and Administration Guide 48

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