TeamViewer integration with IBM MaaS360

IBM® MaaS360® integrates with TeamViewer to provide remote support to the managed devices from the IBM MaaS360 Portal.

This integration allows you to view or control managed devices for troubleshooting purposes. This integration also ensures business connectivity by providing IT support to users without needing to travel for in-person support.

IBM MaaS360 supports two modes of remote support.
  • Attended access
    Allows remote access to devices based on end-user approvals.

    Supported endpoints are Android, iOS, macOS, and Windows 10 and later.

  • Unattended access
    Allows permanent access to remote devices without requiring any end-user intervention.

    This feature is supported on selected Android devices (app version 6.20 and later) and Windows MDM.

Note: This topic only applies to customers who purchased TeamViewer directly through IBM. If you are already a TeamViewer direct customer and did not purchase TeamViewer through IBM, contact your account representative.

Enabling the TeamViewer service

Customers who have purchased TeamViewer through IBM and have a valid TeamViewer part number in their order get the service automatically enabled and no manual steps or separate account creation is required. For all other account types, the service can be enabled from the IBM MaaS360 Portal.
Note: A separate TeamViewer account is not required. The integration authenticates by using your IBM MaaS360 ID. If you are on a trial, selecting the remote support option automatically creates a TeamViewer tenant for you with no sign-up nor requiring any IBM assistance. Your 30 days trial begins from the moment the service is enabled.
  • Automatic service enablement
    If you have purchased TeamViewer through IBM and your order includes a valid TeamViewer part number, then IBM MaaS360 automatically provisions your TeamViewer tenant and activates the service. Both attended and unattended remote support are immediately available after the provisioning is completed.
  • Manual service enablement
    If your account does not include a valid TeamViewer part number in your order, you can enable the service manually from the IBM MaaS360 Portal.
    1. From the IBM MaaS360 Portal home page, go to Setup > Services.
    2. On the Services page, select the Remote Support for Mobile devices and Laptops/Desktops checkbox.

Results

Once enabled, the TeamViewer service is active and your IBM MaaS360 account is linked to your TeamViewer tenant. Both attended and unattended remote support sessions are immediately available.

Team Viewer

Service enablement by account type

The following table summarizes how the service is enabled based on your account type, license management status, and order details. All accounts with a valid TeamViewer part number in their order are listed first.
Tip: Not sure which order type applies to you? Check your order confirmation or contact your IBM representative.
Table 1. Service Enablement based on account type
Account type License Management Order Management Services page
MaaS360 Paid LM with SSM Order SSM order (Paid (D0048ZX)) Remote support auto-enabled
MaaS360 Paid LM with SSM Order SSM order (Paid Trial (D1P3CTR)) Remote support auto-enabled
MaaS360 Paid Non LM with SSM Order SSM order (Paid (D0048ZX)) Remote support auto-enabled
MaaS360 Paid Non LM with SSM Order SSM order (Paid Trial (D1P3CTR)) Remote support auto-enabled
MaaS360 Trial No Non-SSM (Accounts page / TryMDM) Remote support available to enable manually
MaaS360 Trial No SSM order - Free Trial (D1P3TRL)) Remote support available to enable manually
MaaS360 Paid No Non-SSM (Accounts page) Remote support available to enable manually