Device exceptions

A device in the IBM® MaaS360® Portal has two sources records, one from the enrolled devices and one from the Cloud Extender® discovery process.

• When a device enrolls in the IBM MaaS360 Portal, a device record is formed on the device. The device identifier for this record is the serial number or device ID from each platform.
• When the user configures email on the same device, the email client registers to Exchange again with a device identifier. The Cloud Extender discovers this device connection within the mail infrastructure and imports the device information to MaaS360.

MaaS360 merges these two records into one record:

• If the serial number or device ID of the ActiveSync managed device matches exactly with the enrolled device, then the two records merge as one record for the device.
• If the device IDs do not match, for example if you are using Android devices where the native or third-party email clients use their own device IDs to register with Exchange, there might be issues with the merge process. MaaS360 uses platform and manufacturer attributes from the two records to determine whether it can match the records. If MaaS360 can successfully match the two records, it merges the two records into one record.

Devices report to both the Exchange ActiveSync servers and HCL Traveler servers, and to MaaS360. MaaS360 matches the mail server record with the record that it receives from the device to maintain data integrity.

iOS devices send a device serial number to the Exchange ActiveSync servers, the HCL Traveler servers, and to MaaS360, which rarely causes issues with matching these records.

MaaS360 uses a background process to compare this information in order. In most cases, MaaS360 has enough information to match records. If MaaS360 cannot make an informed decision about which devices match, the unmatched records are displayed in the Exceptions report. The matching process runs approximately every two minutes, with the most recent process shown on the report.