Workspace ONE Intelligent Hub for iOS Day One Preparation

Introduction

The Workspace ONE Intelligent Hub app is a new release of what was previously the AirWatch Agent. It is the single destination where employees can securely access, discover, connect with, and act on corporate resources, teams, and workflows wherever they are and from any device. 

The Intelligent Hub app will combine the user experience of the digital workspace in the Workspace ONE app with the line of business, monitoring, and support capabilities of the AirWatch Agent. All features currently in the Agent and Workspace ONE apps today will supported by the Intelligent Hub app but may have pre-requisites and caveats based on console version, mobile platform, vIDM settings, and hosting vs on-premise.

This document was created to be used as a guide and a tool for admins to prepare their deployments for devices upgrading to Intelligent Hub on Day One and the best path to migrate devices not currently leveraging these apps to begin using Intelligent Hub. This document is organized into three chapters:

  • What to expect for devices on Day One of Intelligent Hub’s release (Chapter 1)
  • How to migrate to the Intelligent Hub application and each of its new features (Chapter 2)
  • Calls to action and additional things to consider when adopting the Intelligent Hub application (Chapter 3)

The table below includes the application versions which will receive the Intelligent Hub experience first:

Platform Application Version Day One Preparation KBs

iOS

6.0

Click here

Android

9.0

Click here

macOS

10.0

Coming soon!

Windows

TBD

Coming soon!

We have a product overview presentation (with features and demonstration videos) as well as a  deep dive presentation here 

Chapter 1: Workspace ONE Intelligent Hub Day One Impact

The most important thing to understand when upgrading to Workspace ONE Intelligent Hub is what should be your organization’s expectations when it is first made available for devices. The Intelligent Hub app was designed to support all existing Agent and Workspace ONE features, but on an opt-in basis. This means that after the AirWatch Agent upgrades to Intelligent Hub:

No existing features or capabilities will be disrupted or dysfunctional after upgrading to Workspace ONE Intelligent Hub. There are no changes to the current Workspace ONE app when the Workspace ONE Intelligent Hub is released.  

The only changes admins and users should expect are ones coming from in-app visuals and UX improvements. Effectively, the Intelligent Hub app will appear with new interfaces, designs and patterns, but retain all Agent functionality without interruption. Features currently part of the Workspace ONE app will continue to work in the Workspace ONE app. These features, supported in the Intelligent Hub, require additional settings to be enabled in the UEM console to appear in the Intelligent Hub app. 

All currently supported Agent features will be available day one but will appear with a new visual pattern and/or user experience. This includes, but is not limited to:

  • All Enrollment Flows
  • Staging
  • Check-in/Check-out
  • SAML
  • Location
  • Compliance
  • SDK Settings (e.g. App Passcode)

As previously mentioned, these are features currently in the AirWatch Agent. While the Agent will be receiving a visual change only, the Workspace ONE app will continue to function as it did prior to the update, visually and otherwise. This is because the Intelligent Hub update is only applying to the AirWatch Agent. 

The Apple iOS platform and Workspace ONE platform integrate differently from other platforms. The difference is that the app used to onboard and install the MDM profile is not coupled to the app or browser used to enroll the device. This means that it does not matter whether a device was enrolled (received an MDM profile) with Workspace ONE, AirWatch Agent, Safari browser, or via DEP. Because of this design, it should not matter which app your devices originally used to enroll into Workspace ONE UEM.

With this in mind, iOS devices will experience no disruption or change in capabilities or functional workflow when the AirWatch Agent is upgraded to Workspace ONE Intelligent Hub. Devices that do not have the AirWatch Agent currently installed will see no change whatsoever since the update is contained to the AirWatch Agent. Devices using Workspace ONE alongside the AirWatch Agent, should also expect no disruptions regardless of the application or method used to enroll.

Management Status Enrollment Type Day One Impact

Managed

AirWatch Agent

UI changes only, No functional changes

Managed

Workspace ONE

No functional or UI changes 

Managed

Safari browser

No functional or UI changes

Managed

DEP

No functional or UI changes

Container

Workspace ONE

No functional or UI changes

Container

AirWatch Container

No functional or UI changes

 

Chapter 2: How to migrate existing devices to Workspace ONE Intelligent Hub

Migrate existing devices

Once you have successfully confirmed that your devices and users are prepared to update the Workspace ONE Intelligent Hub, the next step is determining a strategy for migrating your devices to the application. For most devices, this will be incredibly simple with little to no action needed from users or admins.

This section will go through the recommended steps to migrate devices to begin leveraging the Workspace ONE Intelligent Hub app for all use cases. For simplicity, we have broken this down by use case to select the one more important to your organization. 

AirWatch Agent Workspace ONE Intelligent Hub
 Agent.png hub_icob_iOS_blue.jpeg 

As described in Chapter 1, the management of the iOS platform with an MDM profile is not tied to the mobile client or methodology used to originally install the profile unlike other platforms. This means that it does not matter how your devices enrolled, they can get access to the Intelligent Hub app and its capabilities without re-enrolling devices. Registered devices must re-register to get access to Intelligent Hub.

On iOS, this results in a simple set of steps to migrate existing devices to begin using the Workspace ONE Intelligent Hub app. There are four primary setup scenarios that an organization can migrate devices from. 

These scenarios assume the Intelligent Hub app has already been publicly released.

Management Status Migration Steps

Managed with AirWatch Agent installed

Instruct user to upgrade their AirWatch Agent to the latest version

Managed without AirWatch Agent installed

  1. Add the Intelligent Hub app as a managed application
  2. Assign and install it on target devices

Unmanaged (MAM container with Workspace ONE)

  1. Instruct users to download the Intelligent Hub application from the App Store.
  2. Users must unregister from Workspace ONE app and re-enroll in the newly installed Intelligent Hub app using the same credentials1
Instruct users that they can remove the Workspace ONE app at any time

Unmanaged (MAM container with AirWatch Container)

  1. Instruct users to download the Intelligent Hub application from the App Store
  2. Users must unregister from AirWatch Container app and re-enroll in the newly installed Intelligent Hub app using the same credentials2

Instruct users that they can remove the AirWatch Container app at any time

 

 1This will be required for the initial release of Intelligent Hub. In a future release, this process will be automated so the Intelligent Hub app registers with no user interaction.

2This will be required for all releases of Intelligent Hub. Unlike the Workspace ONE app, devices currently registered with the AirWatch Container will not be able to automatically register without user interaction when moving to Intelligent Hub.

It is important to note that these steps are specific to getting the baseline options in the Intelligent Hub app and the specific features that will appear is dependent on the UEM console version, UEM settings, and IDM configuration. How to adopt these new features will be addressed in another document releasing soon.

 

AirWatch Agent to Intelligent Hub Feature Mapping

Below is a link to a PDF containing screenshots the outlines a before and after style outline of the features currently available in the public AirWatch Agent apps today and what visual changes can be expected in the Workspace ONE Intelligent Hub.

 

Chapter 3: Call to Action

There are many things to consider and understand prior to your devices migrating to the Workspace ONE Intelligent Hub. Here we have added a few things to think about when going through this process.

Participate in Beta

The number one action to take is to have as many devices, admins, first adopters, and testers participate in the Intelligent Hub beta program here and report feedback. It is recommended that the Intelligent Hub app is tested in your current UAT or beta environments to validate all existing use cases, before moving on to any new capabilities.

Update Documentation

It is a good idea to provide digital or physical training material for admins and users to leverage when going through enrollment or technical workflows. If your organization does not already have guides created, the release of Intelligent Hub may be a great time to begin creating these documents. Whether you are creating new documentation or updating documentation your teams are already using, it is a good idea to leverage this document and the screenshots/templates provided to save time and resources.

Email Communication to Users

While all features will continue to function on day one, sometimes UI changes can confuse users simply because they are different. It is not always necessary for users to read an entire how-to document to understand the changes in the app. Often it is helpful to just provide some user communication to soften the impact of the new experience. 

Apple App Store 

The Intelligent Hub app will be an update to the AirWatch Agent which is deployed via the Apple App Store. Today, most users will use keywords like “AirWatch” or “Agent” to search the store and quickly locate the AirWatch Agent app. This will still be the case for Intelligent Hub. In addition to searching keywords like “Intelligent Hub” or “Workspace ONE”, users will still be able to search “AirWatch Agent” to find the Intelligent Hub app in the top results.

Forced Updates

MDM allows admins to force devices to update their applications to the latest version available on the app stores. In certain MDM scenarios, this event can be done silently with no user actions required (supervision and VPP).

Problem

You want to require that users who currently have a version of the AirWatch Agent below 6.0 (pre-Intelligent Hub update) to update to version 6.0+ that supports Intelligent Hub.

Solution

Add the Intelligent Hub app (previously AirWatch Agent) as a VPP app in the UEM console. Once it is added, assign it to the appropriate devices and enable the option to “Make App MDM Managed if User Installed”. This will work if the app is currently unmanaged or is managed as a public app outside of VPP. Once the app is managed through VPP, either enable “Automatic Updates” to always keep Intelligent Hub up to date or install the update manually to assigned devices for a one-time update.

Forced App Removal

Now that the Intelligent Hub (formerly AirWatch Agent) supports the Intelligent Hub services powered by IDM and Workspace ONE UEM platform, the current Workspace ONE application will be obsolete on devices that have both the Intelligent Hub and Workspace ONE apps installed. Admins may want to require devices to uninstall the current Workspace ONE app to avoid confusion for users.

Problem

Your devices have successfully installed and configured the new Intelligent Hub app on their iOS devices. Now, you want to remove the existing Workspace ONE application because it is obsolete.

Solution

Add the Workspace ONE app as a VPP or public app in the UEM console. Once it is added, assign it to the appropriate devices and enable the option to “Make App MDM Managed if User Installed” and query devices to confirm the app is now managed on a device. Once it is managed, the app can be uninstalled like any managed application. 

Migrate to the Digital Workspace

The Workspace ONE Intelligent Hub is a powerful new app that allows for a single, entry point to access all of your digital workspace. Check out our guide (coming soon!) for how to adopt new Intelligent Hub services and provide additional incremental value to your devices. 

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