Event Information

The Support Application generates different events, with each event containing specific data points. Some data points are common to all events.

The Support Application generates different events, with each event containing specific data points. Some data points are common to all events.

Events

The following details the different events that are supported.

appLog

A custom application log used by individual applications to indicate an action has occurred.

Field	Data Type	Description
airplaneMode	Boolean	Indicates whether the device currently has airplane mode enabled.
cellularState	String	Indicates the current state of the device's cellular service (i.e., 'CONNECTED' and 'DISCONNECTED').
network	Object	Collection of wifi information that includes whether or not wifi is enabled.
details.tag	String	Defines a category for the applog event occurring (e.g. "loginStart", userReauth, RemoteSessionInfo, etc.).
details.message	String	Additional information on the logged event. Often logged JSON data or a brief description such as an error message.
details.package	String	Package name of the application logging the event.

Example Event

appUsage

This event indicates the usage of an application. The event is generated when the user changes to another application, and will log the details of the previous application.

Example steps:

1. User is in Launcher, logs in.

2. User opens an application A (calculator, or any other app). Uses the app for at least a few seconds.

3. User goes back to Launcher. The agent should generate an appusage event for the application that was previously opened.

Field	Data Type	Description
startTime	Date/Time	Calculated start time of the application launch.
endTime	Date/Time	Date/Time when application went into background.
duration	long	Length of time, in seconds, that the application was in the foreground.
screenOnDuration	long	Length of time, in seconds, that the screen was on while application in foreground.
packageName	String	Name of the package representing the application.
packageLabel	String	The display name of an application.

Example Event

appUsage_history

This event provides application usage for a time period range.

Field	Type	Description
details.message	String	An JSON object with execution time and array of applications.

The details.message column will contain a JSON object with the begin and end date ranges, and a data array of objects. Each entry in the array will indicate a different application.

{
    beginDate: 'the beginning of the date range',
    data: [
        {
            "packageName":  name of the package,
            "foregroundServiceUsed": number of seconds foreground services executed
            "inForeground": number of seconds in foreground,
            "timeVisible": number of seconds visible
        }
    ],
    endDate: 'the end of the date range'
}

Example Event

audioChange

This event indicates the device audio volume has changed. The data is reported within the details.message column.

Event introduced in Support Application 5.20.26.

Example Event

batteryCycle

This event indicates the battery has cycled.

A battery cycle is calculated during power change. When the battery level goes up, the incremental value change is tracked. Once this incremental value equals to 100, it is considered a battery cycle.

Example:
1. The device battery starts at 90.
2. The device charges to 100.  That is a change of 10.  10 is added to internal storage.
3. The device battery drains to 50.
4. The device charges to 80.  That is a change of 30.  This is added to internal storage, which is now 40.

Example Event

bluetoothEvent

This event indicate a change in Bluetooth state or pairing status.

Field	Data Type	Description
bluetooth	Object	Collection of events with information on Bluetooth state and paired devices.
details.tag	String	Defines a category for the Bluetooth event occurring: "bluetooth_pairing_request", "bluetooth_state_change", "bluetooth_connected", or "bluetooth_disconnected".

Example Event

bluetooth_le

This event shows BLE information for connected Bluetooth Low Energy devices.

Field	Data Type	Description
details.message	String	Contains a JSON representation of data from the BLE device.

Example Event

boot

This event indicates the device just booted up. The event will start tracking the Settings.

Field	Data Type	Description
deviceSettings	Object	Collection of Settings information: devMode, adbEnabled, usb, rootAccess, disabledlockScreen.
devicedetails	Object	Collection of OS related information: os, build, kernel, type.
ntpServer	String	IP address of a device's configured NTP server.

Example Event

cellularChange

This event tracks changes in information or state of the device's cellular service.

Field	Data Type	Description
airplaneMode	Boolean	Indicates whether the device currently has airplane mode enabled
cellularState	String	Indicates the current state of the device's cellular service (i.e., 'CONNECTED' and 'DISCONNECTED')
cellularNetwork	String	The type of the cellular network that the device is using (e.g., 'LTE')
cellularInfo	String	An array printed as a string that describes the cellular network
lastCellularLevel	int	Signal level of the cellular network
wifiInfo	Object	Collection of wifi information that includes whether or not wifi is enabled
gps	Object	Collection of GPS information that includes whether it's enabled and where the device is

Example Event

exception

This event indicates an Exception occurred within the Optiko Agent.

Field	Data Type	Description
stackTrace	String	The stack trace of the error

Example Event

heartbeat

This event is fired to let the server know that this device is still active. The event occurs every 15-30 minutes (configurable).

Field	Data Type	Description
airplaneMode	Boolean	Indicates whether the device currently has airplane mode enabled
cellularState	String	Indicates the current state of the device's cellular service (i.e., 'CONNECTED' and 'DISCONNECTED')
network	Object	Collection of wifi information that includes whether or not wifi is enabled
bluetooth	Object	Collection of events with information on Bluetooth state and paired devices.

Example Event

installedApplications

This event gives a list of installed user applications. The event is generated under these conditions:

• On initial start of application after installation.

• On device boot and installAppsOnBoot is true.

• Power connection change, device is discharging, and installAppsUncradled is true.

Starting in Support Agent version 5.20.x, system level applications will be reported within the Installed System Applications event, while user level applications will be reported within the installedapplications event.

Field	Data Type	Description
appdetails	Array List	Array of objects contain "label", "name", "type" and "ver" of packages installed.

Example Event

installedSystemApplications

This event gives a list of installed system applications. The event is generated under these conditions:

• On initial start of application after installation.

• On device boot and installAppsOnBoot is true and reportSystemApps is true.

• Power connection change, device is discharging, and installAppsUncradled is true and reportSystemApps is true.

Starting in Support Agent version 5.20.x, system level applications will be reported within the Installed System Applications event, while user level applications will be reported within the Installed Applications event.

Field	Data Type	Description
appdetails	Array List	Array of objects contain "label", "name", "type" and "ver" of packages installed.

Example Event

licenseCheck

This event indicates a warning or error with a device license.

location

This event is triggered every time the FINDME feature is used. Pinging the device can also be from another device via the device finder application.

Triggers:

• Portal:

  • Request Location

  • Device action → Ping device

• Device Finder Application

Configuration Dependencies:

Field	Type	Description	Default
findMeAutoEnabled	Boolean	Enable/disable FindMe feature	null
findMePlayMedia	Boolean	Whether to play audio alert	null
findMePlayInternalMedia	Boolean	Use internal audio file	null
findMeTimeToPlay	Int	Duration to play audio (ms)	null
findMeTimeToPlayShort	Int	Short duration audio play (ms)	null
findMeExternalMedia	String	Path to external audio file	null
findMeBatteryLevelWarning	Int	Battery level for warnings	null
findMeAlarmVolume	Int	Volume for FindMe alarm	null
findMeLowBatteryAlarmVolume	Int	Volume for low battery alarm	null
findMeLowBatteryAlarmLoopMinutes	Int	Low battery alarm repeat interval	null
findMeLowBatteryExternalMedia	String	External audio for low battery	null
findMeIgnoreScreenState	Boolean	Ignore screen on/off state	null
findMeMovementThresholdSeconds	Int	Motion detection threshold	null
findMeStopAlertOnMotion	Boolean	Stop alert if device moves	null

Event Details:

1. GPS Information (GPSInformation)

Field	Type	Description
gpsEnabled	Boolean	GPS provider enabled status
gpsLat	String	GPS latitude
gpsLong	String	GPS longitude
gpsAccuracy	Float	GPS accuracy in meters
netEnabled	Boolean	Network provider enabled status
netLat	String	Network-based latitude
netLong	String	Network-based longitude
netAccuracy	Float	Network accuracy in meters
passiveEnabled	Boolean	Passive provider enabled status
passiveLat	String	Passive provider latitude
passiveLong	String	Passive provider longitude
passiveAccuracy	Float	Passive provider accuracy

1. Access Points List (List<AccessPoint>)

Each AccessPoint contains:

Field	Type	Description
mac	String	BSSID (MAC address) of access point
ssid	String	Network name (SSID)
strength	Int	Signal strength in dBm (RSSI)
bars	Int	Signal bars (0-5)
channel	Int	WiFi channel number
frequency	Int	Frequency in MHz (2.4GHz/5GHz)
frequencyBand	Double	Band classification
signalNoiseRatio	Double	Signal-to-noise ratio
isConnected	Boolean	Whether the device is connected to this AP
distance	Double	Estimated distance in meters

1. Additional Context and details

Field	Source	Description
battery	SupportEventHelper.getBattery()	Standard battery telemetry
network	SupportEventHelper.getWifi()	Current WiFi connection details
foregroundApp	SupportEventHelper.getForegroundApp()	Currently active app
screenState	SupportEventHelper.getScreenState()	Screen on/off status
userSettings	SupportEventHelper.getUserSettings()	User preference data

lowBattery

This event indicates that battery is getting low. System typically invokes when battery level gets below 15%.

Example Event

lowMemory

This event indicates that memory is getting low. onLowMemory at application level.

Example Event

lowStorage

This event is generated when one of four locations are over 80% used. This usage is checked on device Boot, when an application is installed or removed, on request (via SilentInitActivity), and on a timer.

Example Event

missingPermissions

This event indicates that the Support Application is missing permissions. The event is introduced in version 5.14.2.

Example Event

Field	Type	Description
details.message	String	An array list of the missing permissions.

networkEvent

This event tracks information of current network connection.

Example Event

Link Properties Information

This event describes the properties of a network link. A link represents a connection to a network. It may have multiple addresses and multiple gateways, multiple dns servers but only one http proxy and one network interface.

Field	Data Type	Description
dnsServer	List<InetAddress>	List of IP address of DNS servers
domains	String	The DNS domains search path set for this link
proxyHost	String	The host of the proxy
proxyPort	int	The port of the proxy
proxyExclusionList	String[]	List of hosts for which the proxy is ignored
interfaceName	String	Interface name for this link
linkAddresses	ArrayList<LinkInformation>	List of LinkInformation that contains: host InetAddress, host flags, host scope
routes	ArrayList<RouteInformation>	List of information of all routes set to this link

Network Information

Field	Data Type	Description
detailedState	String	Reports the current fine-grained state of the network.
extraInfo	String	Report the extra information about the network state, if any was provided by the lower networking layers.
isAvailable	Boolean	Indicates whether network connectivity is possible.
isFailover	Boolean	Indicates whether the current attempt to connect to the network resulted from the ConnectivityManager trying to fail over to this network following a disconnect from another network.
isConnected	Boolean	Indicates whether network connectivity exists and it is possible to establish connections and pass data.
isRoaming	Boolean	Indicates whether the device is currently roaming on this network. When true, it suggests that use of data on this network may incur extra costs.
networkType	Integer	Reports the type of network (mobile, wifi, wimax, ethernet, bluetooth)
state	String	Reports the current coarse-grained state of the network.
subtype	Integer	Return a network-type-specific integer describing the subtype of the network.
subtypeName	String	Return a human-readable name describing the subtype of the network.
typeName	String	Return a human-readable name describe the type of the network, for example "WIFI" or "MOBILE".
reason	String	Report the reason an attempt to establish connectivity failed, if one is available.

Wi-Fi Information

Field	Data Type	Description
connected	Boolean	Indicates whether network connectivity exists and it is possible to establish connections and pass data.
hiddenSSID	Boolean	true if this network does not broadcast its SSID, so an SSID-specific probe request must be used for scans.
bssid	String	Return the basic service set identifier (BSSID) of the current access point. The BSSID may be null if there is no network currently connected.
wifiStandard	String	Returns the supported WiFi standard of the access point.
ssid	String	Returns the service set identifier (SSID) of the current 802.11 network.
channel	Integer	Returns the corresponding WiFi channel of the device connection.
band	String	Returns the frequency band of the WiFi connection.
linkSpeed	Integer	Returns the current link speed in Mbps.
maxSupportedTxLinkSpeed	Integer	Returns the maximum supported transmit link speed of the access point.
maxSupportedRxLinkSpeed	Integer	Returns the maximum supported receive link speed of the access point.
networkId	Integer	Each configured network has a unique small integer ID, used to identify the network when performing operations on the supplicant.
isRoaming	Boolean	Indicates whether the device is currently roaming on this network. When true, it suggests that the device is connected to the same SSID, but moving through different access points, i.e. BSSIDs.
rssi	Integer	Returns the received signal strength indicator of the current 802.11 network, in dBm.
macAddress	String	Returns device's MAC address.
connectType	String	Type of network connection. Values are "WIFI" and "MOBILE".
connectSubtype	String	Return a human-readable name describing the subtype of the network.
ipAddress	String	Return device's IP address.
frequency	Integer	Returns the current frequency in MHz.
gateway	String	Returns the gateway address.
dns1	String	Domain Name Server name.
dns2	String	Alternate Domain Name Server name.
proxy	String	Defines the http proxy configuration.
savedNetworks	ArrayList<String>	List of SSIDs of saved networks.

Example Event

networkStats

This event provides detailed per-application network usage tracking. The event tracks how much data (internet/Wi-Fi) each app on the device uses over time. It's like a detailed phone bill that shows which apps are using the most data.

The networkStats sampling works in two steps:

1. Collecting: Every hour (or configured interval), it records how much data each app used

2. Reporting: Every few hours, it bundles all that information and sends it to the server

What Information Gets Sent:

Summary Information (Overall Totals)

Information	What It Means	Example
Total Upload	All data sent from device	"15.1 MB uploaded"
Total Download	All data received by device	"229.1 MB downloaded"
Time Period	When this data was collected	"Jan 18, 10:00 AM - 2:00 PM"
Time Zone	Local time and UTC time	Both local and UTC timestamps
Interval	How often data was sampled	"Every 2 hours"

Per-App Breakdown

For every app that used data, the report shows:

Information	What It Means	Example
App Name	The app's display name	"Chrome Browser"
Package Name	Technical app identifier	"com.android.chrome"
Wi-Fi Upload	Data sent over Wi-Fi	"512 KB"
Wi-Fi Download	Data received over Wi-Fi	"2 MB"
Cellular Upload	Data sent over cellular/mobile	"0 KB"
Cellular Download	Data received over cellular/mobile	"0 KB"
Time Period	When this app used this data	"Jan 18, 10:00 - 11:00"

Special Entries You Might See

Entry Name	What It Means
"System"	Built-in Android system processes
"RemovedApp"	Apps that were uninstalled but had data usage
"Tethering"	Data used when device shares internet (hotspot)

Configuration Dependency

networkStats is disabled by default and must be turned on via config.

Required Settings

To enable the feature:

Setting Name	What To Set	Required?
networkStatsEnabled	Must be "true"	YES - Feature won't work without this

Optional Settings (Fine-Tuning):

Setting Name	What It Controls	Default	Allowed Values
networkStatsInterval	How often to collect data snapshots	Every 1 hour	1-24 hours
networkStatsUploadInterval	How often to send reports	Every 4 hours	1-24 hours

Configuration Examples

Example 1: Standard Monitoring networkStatsEnabled = "true" networkStatsInterval = "1" (collect every hour) networkStatsUploadInterval = "4" (report every 4 hours)

Result: Collects 4 snapshots, then sends one report with all 4

Example 2: Frequent Reporting networkStatsEnabled = "true" networkStatsInterval = "2" (collect every 2 hours) networkStatsUploadInterval = "6" (report every 6 hours)

Result: Collects 3 snapshots, then sends one report with all 3

Example 3: Conservative Monitoring networkStatsEnabled = "true" networkStatsInterval = "6" (collect every 6 hours) networkStatsUploadInterval = "24" (report once per day)

networkSession

This event monitors your WiFi connection quality over time, acting like a 'report card' for each network you connect to. It tracks signal strength, monitors connection duration, and generates a summary whenever your connection changes. Specifically, this event is triggered by a change in SSID or BSSID, occurring whenever a Connection Change event is detected.

Triggers:

This report is automatically created when:

• WiFi changes - You connect/disconnect or switch networks

• Connection changes - Your internet switches between WiFi and cellular

• Power changes - You plug in or unplug your device

Settings needed:

This feature works automatically - no settings needed to turn on.

Event Information:

1. Wi-Fi Connection Summary

Information	Example
Network Name	"Office WiFi" or "Home Network"
Access Point ID	Unique ID for the WiFi router
Start Time	"Jan 18, 10:00 AM"
End Time	"Jan 18, 2:30 PM"
Duration	"4 hours 30 minutes"

1. Wi-Fi Signal Strength

Measurement	What It Tells You
Weakest Signal	Worst connection during session
Strongest Signal	Best connection during session
Average Signal	Typical connection quality

Signal strength tip: Measured in "dBm" (like bars on your phone)

• 30 dBm = Excellent

• 50 dBm = Good

• 70 dBm = Fair

• 80 dBm = Poor

1. Device Status Snapshot

   Current device information included in the report:

Category	What's Included
Battery	Level and charging status
Wi-Fi	Current network connection
Location	GPS coordinates (if enabled)
Active App	App currently in use
Screen	On or off
Settings	Device preferences

How it works:

Step	What Happens
Tracking	Device measures WiFi signal while you're connected
Trigger	Network, connection, or power state changes
Summary	Creates report with signal statistics
Cleanup	Deletes old measurements to save space

Example scenario:

Morning at the office:

Time	Event	Signal Strength
9:00 AM	Connect to "Office WiFi" near router	-40 dBm (Strong)
11:00 AM	Move to meeting room	-70 dBm (Weak)
12:00 PM	Plug in device to charge	Report Created

Report shows:

• Network: "Office WiFi"

• Duration: 3 hours (9 AM - 12 PM)

• Best signal: -40 dBm

• Worst signal: -70 dBm

• Average signal: -55 dBm

Field	Data Type	Description
startTime	Date/Time	Start Date/time of the connection
endTime	Date/Time	Date/Time when connection lost
duration	long	Duration, in seconds, of the connection
minRssi	long	Minimum Rssi value duration connection
maxRssi	long	Maximum Rssi value duration connection
avgRssi	double	Average Rssi value duration connection
ssid	String	SSID of the Connection
bssid	String	BSSID of the Connection

Example Event

---

packageAdd

This event indicates the package / application has been added to the system.

Field	Data Type	Description
appdetail		contains package Label, Name and the Version

Example Event

packageRemove

This event indicates the package / application has been removed from the system.

Field	Data Type	Description
appdetail		Contains the name of the Package.

Example Event

powerSession

This event indicates Charging / Discharging. When a device stops charging (i.e., is removed from Cradle), this event will be generated to indicate the duration of the Charge, the beginning/ ending Charge levels, and the Rate of Charge per hour. Once the device begins charging (i.e., is placed on Cradle), an event will be generated to indicate the Discharge of the battery (duration, beginning/ending charge, rate per hour of discharge).

Use "type" field to determine whether it is a "charge" or "discharge" event session.

Field	Data Type	Description
type	String	indicates either a CHARGE or DISCHARGE session
startTime	Date/Time	Start Date/Time of session
endTime	Date/Time	Ending Date/Time of session
duration	long	Length, in seconds, of the session
startCharge	long	Charge value at the beginning of session
endCharge	long	Charge value at the end of session
ratePerHour	double	Rate per hour of the charge or discharge
projectedHour	long	Projected number of hours to discharge or charge the device

Example Event

roamingEvent

These are events generated when a connected device moves from one access point (BSSID) to another access point (BSSID). A change in a connected access point is commonly due to low RSSI level and is handled by a Wi-Fi network controller.

settingsChanged

If any of the Android Settings (USB, Root Access, etc) change from the BOOT of the device, then this event will be sent out.

Example Event

shutdown

This event indicates a device has shut down normally.

storage

This event contains information about the device storage levels. The event can be generated upon request from Portal. The event is generated on Device boot and after every 20th Heartbeat event.

support

This event indicates information concerning logs, storage information, device settings, and device information.

Data Points

Each of the events has the following common data points.

Common

Field	Data Type	Description
time	Date	The date/time the event was generated.
orgId	String	The organization ID to which the device belongs.
origin	String	Indicates "handheld".
originIP	String	The IP address of the network within which the event originated.
originModel	String	Device model identifier (e.g. TC21, CT60, etc.).
version	Integer	Support Agent application version number.
event	String	The event name.
deviceId	String	The device serial number.
userSettings	Map<String, String>, converted to JSON Array	Key/value pairs of user application settings. i.e. StoreNumber, User Id, etc.

Device Activity Details

Some events contain additional device details. These details include the following points: Battery, Network, GPS (location), ScreenState, Foreground APP, and Additional Details (optional).

Field	Data Type	Description
foregroundApp	String	Package / Application that is currently in the foreground when event generated
screenState	String	Screen ON or OFF
details	Hash Map	Key / value pairs of different data points. Most likely from other applications.
permissionsAppUsage	Boolean	1 or 0 to indicate if the Optiko Agent as permissions to use AppUsage data. If the field does not exist, then device does not support application usage permissions.
activeAdmins	Array List	List of package names that are currently set as Device Administrator applications. Package name strings separated with a comma (e.g. [“com.airwatch.admin.motorolamx”,“com.google.android.gms”]).
accessPoints	Array List	List of the network access points nearest to a device; the results of a WiFi scan via the Support Agent application.
airplaneMode	Boolean	Indicates whether the device currently has airplane mode enabled
cellularState	String	Indicates the current state of the device's cellular service (i.e., 'CONNECTED' and 'DISCONNECTED')
battery	Object	Battery information. See Battery for details.
gps	Object	GPS information. See GPS for details
network	Object	Network information. See Network for details

Battery

Field	Data Type	Description
technology	String	battery tech, ex: Li-ion
connectionState	String	If charging, how is the battery connected: USB, Wireless, etc
health	String	The health of the battery, as detected by the OS. Good, Bad, etc.
serialNumber	String	The Battery serial Number
status	String	Battery status, charging or discharging
voltage	int	Battery voltage
temperature	double	Current battery temperature
charge	double	Current charge on battery
maxCapacity	double	Maximum charging capacity of device's battery, which registers as fully-charged (e.g.100, 97, etc.).

Battery Detail

Field	Data Type	Description
manufactureDate	Date	Battery manufacture date.
partNumber	String	Part number for battery. Prefix is "21-” or “82-” (e.g. "21-xxxxx-01 Rev. X").
backupBatteryVoltage	String	Backup battery voltage.
ratedCapacity	String	Rated capacity of the battery.
decommissionStatus	String	Decommission status of the battery.
baseCumulativeCharge	String	Cumulative charge using Zebra charging equipment only.
noOfChargeCycle	String	Number of charge cycles.
totalCumulativeCharge	String	Cumulative charge using any (Zebra or non-Zebra) charging equipment.
secondsSinceFirstUse	String	Number of seconds passed since the battery was placed in a charger/terminal for the first time.
presentCapacity	String	Maximum amount of charge that could be pulled from the battery under the present discharge conditions if the battery is fully charged.
healthPercentage	String	Battery health indicator in percentage (0 to 100).
timeToEmpty	String	Remaining time until the device becomes unusable under current discharge conditions. If the returned value is "65535", then timeToEmpty is considered to be unknown.
timeToFull	String	Time until battery is fully charged under present charging conditions. If the returned value is "65535", then timeToFull is considered to be unknown.

Bluetooth

Field	Data Type	Description
state	String	Bluetooth enabled status; "on" or "off".
device	Array List	Objects consisting of string values for paired devices' deviceName, connectionStatus, macAddress, category, and subCategory.

GPS

GPS Location Information

Field	Data Type	Description
gpsEnabled	boolean	For device models that have GPS radios, true means that the Support Agent is able to get device location coordinates via satellite.
netEnabled	boolean	true means that the Support Agent is able to get device location coordinates from the network provider based on availability of cell tower and/or WiFi access points.
passiveEnabled	boolean	true means that the Support Agent is able to get device location coordinates via other applications' requests. Support Agent does not call for location updates itself, but instead uses location results generated when other applications request it.
gpsLat	String	Latitude according to satellite when "gpsEnabled": true.
gpsLong	String	Longitude according to satellite when "gpsEnabled": true.
netLat	String	Latitude according to network provider when "netEnabled": true.
netLong	String	Longitude according to network provider when "netEnabled": true.
passiveLat	String	Latitude according to other applications when "passiveEnabled": true.
passiveLong	String	Longitude according to other applications when "passiveEnabled": true.

Network

Field	Data Type	Description
connectionSubType	String	battery tech, ex: Li-ion
connectType	String	Type of network connection. Values are "WIFI" and "MOBILE".
connected	boolean	connected (1) or not connected (0)
ssid	String	Current SSID
ipAddress	String	AP Ip Address
linkSpeed	int	Link Speed
networkId	Int	Network ID
isRoaming	boolean	Is the device roaming.
rssi	int	RSSI value, indicates Signal Strength
hiddenSSID	boolean	Is the SSID Hidden