INTEL-3022: Incorrect device count reported in custom reports

Version Identified

AirWatch Console 9.2+

 

Identifier

INTEL-3022

 

Summary

When a user performs a delete device action (either from the AirWatch Console, the Self-Service Portal, or during Windows Staging enrollment) and then re-enrolls the device, Custom Reports show two enrolled devices rather than just one. The only difference between the two entries is the Device ID.

While these delete device actions successfully execute within the AirWatch Console, the delete device events are not currently captured into Custom Reports, which can cause reporting-related issues.  For each delete action, the device record will not be removed from Custom Reports.  Additionally, for each delete action there is a potential that a duplicate device record is created named 'DELETE IN PROGRESS.'

You can identify these records by checking the following:

  • Look for duplicate devices records with enrolled status and same serial number, UDID, or MAC address.
  • Look for devices records with 'DELETE IN PROGRESS' as friendly name.
  • For Windows devices, the device UDID may be different but serial number, MAC address will be same for duplicate records.

 

Workaround

To filter out affected devices, add a filter on 'Friendly Name' with operand set to 'Does Not Include' with value set to 'DELETE IN PROGRESS' in order to exclude all deleted devices that Custom Reports captured. This helps eliminate a portion of duplicate records.

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Fix Versions

Our product team has been engaged and is looking to resolve the issue.

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