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General - Knowledge base

Cannot connect to the ServiceDesk Plus server

Problem

You cannot connect to the ServiceDesk Plus server. The server-connectivity status, on the ServiceDesk Plus Settings page on the Web console of Desktop Central is 'Not Reachable'.

Cause

You cannot connect to the ServiceDesk Plus server because of one of the following reasons:

  • Incorrect details about the server
  • Lack of connectivity to the ServiceDesk Plus server because it has been shutdown
  • Lack of network connectivity between the Desktop Central server and the Service Desk Plus server
  • When a wrong product is selected while using HTTPS communication protocol.
  • Invalid keystore file provided when you have set the communication protocol to HTTPS.
  • Invalid keystore alias name or password specified when using a third-party SSL certificate in ServiceDesk Plus

Resolution

You are required to identify the reason why you cannot connect to the ServiceDesk Plus server and follow the relevant resolution from the list given below:

Checking the details of the ServiceDesk Plus server

Ensure that the following details related to the ServiceDesk Plus server have been specified correctly:

  • Name or IP address of the server
  • Communication port numbers
  • Communication protocol

Desktop Central uses this information to connect to the ServiceDesk Plus server. If you change any of the details mentioned above, make the change in the ServiceDesk Plus server settings section in the Web console of the Desktop Central server.

Starting the ServiceDesk Plus server

Start the ServiceDesk Plus server service. Follow the steps given below:

  1. Click start
  2. Point to Programs>ManageEngine ServiceDesk Plus
  3. Click ServiceDesk Plus Server

You have started the ServiceDesk Plus server service. You can also refresh the ServiceDesk Plus settings page on the Web console of Desktop Central.

Fixing network connectivity issues

Ensure that there are no connectivity problems in the network between the Desktop Central and the ServiceDesk Plus servers. You should be able to ping the ServiceDesk Plus from the Desktop Central server.

Selecting Correct Product Category

Ensure that the correct product category is selected, Selecting a wrong product category will create a mismatch while SSL certicate is verified for authentication. So make sure that you select Service Desk Plus or IT360 appropriately to avoid this error.

Importing the appropriate SSL certificate

Specify details about the SSL certificate of the ServiceDesk Plus server in the Desktop Central server when using the HTTPS communication protocol in ServiceDesk Plus. Specify details of the "sdp.keystore" file that is saved in the conf directory in the ServiceDesk Plus folder. The path is <ServiceDesk Plus Installation Home>/Server/Default/conf directory.

If you are using IT360 product with HTTPS communication enabled, copy the file "it360.keystore"
located in <IT360 Installation Home>/servicedesk/server/default/conf directory to
your local computer and Browse to select this file here. If you are using a third-party
SSL certificate, like GoDaddy, you need to provide the keystore file that you have
generated.

If you are using a third-party SSL certificate, like GoDaddy, in ServiceDesk Plus, you need to provide the keystore file that you have generated.

Checking the third party SSL keystore alias name and password

Ensure that the keystore alias name and the keystore file password are correct when using a third-party SSL certificate in your ServiceDesk Plus installation.

Determining the password required to access the keystore file

To determine the password required to access the keystore file, follow the steps given below:

  1. Navigate to the server.xml file. The path is <ServiceDesk_Home>\server\default\deploy\jbossweb-tomcat50.sar
  2. Determine the value of the parameter keystorepass

You have determined the password required to access the keystore file. You can use this password to determine the alias name of the keystore.

Determining the alias name of the keystore file

To determine the alias name of the keystore file, follow the steps given below:

  1. Using the command prompt, navigate to <ServiceDesk_Home>\jre\bin
  2. Execute keytool -list -v -keystore <ServiceDesk_Home>\server\default\conf\sdp.keystore -storepass <ServiceDesk KeyStore File Password>

You will find the alias name of the keystore file here.

Note : If you are using a PFX Certificate File, then Specify the "asc" as ServiceDesk Keystore Alias Name (Supported from Build no 80011).

Applies to: Asset Integration, Software Deployment Integration, ServiceDesk Plus Integration

Keywords: Asset Integration, ServiceDesk Plus Integration, HelpDesk, ServiceDesk Plus, ManageEngine, Software Deployment, Deply Software, Software Distribution.

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