XenMobile Configuration Tests and Troubleshooting
After you install and configure each component in your XenMobile deployment, you can test your configuration:
1. You can test your NetScaler Gateway settings by connecting to the appliance.
2. You can install applications that connect to each XenMobile component. For example, you can deploy Worx Enroll to register user devices with Device Manager.
3. You can configure Device Manager and AppController to communicate with each other and then test the connection.
4. You can also test to make sure users can use Worx Home to connect from their mobile devices through NetScaler Gateway by using Micro VPN, and then open and install mobile apps from App Controller.
This section describes the configuration tests you can carry out, and what to do if you experience problems.
Testing Your NetScaler Gateway Configuration
After you configure the initial settings on NetScaler Gateway, you can test your settings by connecting to the appliance.
To test the NetScaler Gateway settings, open a Web browser and type the web address. For example, in the address bar, type https://my.company.com or https:// 192.168.96.183.
At the logon screen, enter the test user name and password from Active Directory. At the logon screen, enter the test user name and password from Active Directory. When you log on, Receiver for Web appears and displays your applications and virtual desktops. NetScaler Gateway passes the user name and password on to Receiver for Web with single sign-on.
Configuring GoToAssist Settings for Worx Apps
App Controller and Citrix GoToAssist integrate to provide continuous technical support for mobile device users who are using WorxMail or WorxWeb. When you configure settings, you can add an email address, phone number, chat information, and ticket information. If the user needs assistance, they can tap a chat button on their mobile device and the GoToAssist web page opens.
To get started, you need to do the following:
1. After you purchase XenMobile, you receive a promotion code for GoToAssist.
2. Log on to the GoToAssist web site.
3. Create a new service for integrating GoToAssist with XenMobile.
When you do these steps, GoToAssist generates the email address that users can use to create a support ticket. This also creates an integration key that you enter in the App Controller management console.
When users start GoToAssist from their mobile device, the Worx app provisions XenMobile App Edition and GoToAssist accounts. GoToAssist sends an account key (token) to XenMobile App Edition which is then sent to the Worx app. Users can use
GoToAssist to receive technical support in the following ways:
a. Enter a valid email address to allow support personnel to contact them.
b. Use chat to contact support personnel.
c. Create an incident form by clicking Create Incident. If support personnel are not available through chat, GoToAssist redirects users to the incident form automatically.
When you configure GoToAssist in App Controller, the settings appear on the Support Options page in Settings. On this page you can view the settings for phone, chat, and ticket options. In Support Options, you can do the following:
a. Edit existing GoToAssist settings for phone, chat, or the ticket.
b. Add email or key support options.
c. Delete an option.
On the Support Options page, you can add the following support information, however Citrix recommends using the GoToAssist page in Settings to configure support settings.
a. Phone numbers
b. Email addresses
c. Chat settings
d. Ticket settings
e. Custom key settings
To configure GoToAssist settings in App Controller
1. In the App Controller management console, click the Settings tab.
2. In the navigation pane, under System Configuration, click GoToAssist.
3. In the details pane, next to GoToAssist Configuration, click Edit.
4. In Support email, enter the email address for support personnel.
Users can choose to use the email address to contact support personnel instead of GoToAssist.
5. In Support phone, enter the phone number for users to use to contact support personnel.
6. In GoToAssist chat leave the default token number or enter one of your own. When users request a chat session, this token is sent to the Worx app.
7. In GoToAssist ticket, enter the email address that you can use to differentiate GoToAssist support requests and then click Save.
To edit support settings
1. In the App Controller management console, click the Settings tab.
2. In the navigation pane, click Support Options.
3. In the details pane, next to an item, under Actions, click the pencil icon.
4. In the Add Property dialog box, do the following:
a. In Value, change the value for the support option type.
For example, if you are editing the chat option, enter the new key in this field.
b. In Name, change the name of the value.
c. In Description, add a description for the option.
5. Click Save
The changes appear in the Support Options details pane.
To add support information by using Support Options
You can add a support email address or a custom key.
1. In the App Controller management console, click the Settings tab.
2. In the navigation pane, click Support Options.
3. In the details pane, click Add.
4. In the Add Property dialog box, do the following:
a. In Key, select either SUPPORT_EMAIL or Custom Key.
b. If you select Custom Key, enter a name of the custom key you want to add in the blank field that appears. Keys have two parts: key name and the value, such as GTA_PHONE=5551212.
c. In Value, add the value for the support option type.
For example, if you are editing the chat option, enter the new chat key in this field.
d. In Name, add a name of the value.
e. In Description, add a description for the option and then click Save.
To remove a support option
1. In the App Controller management console, click the Settings tab.
2. In the navigation pane, click Support Options.
3. In the details pane, click an option and then under Actions click the X icon.
4. To confirm, click Yes.
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