General Modules - Frequently Asked Questions Home » Helpdesk Software Features
General Modules - Frequently Asked Questions

General Module

  1. What are the steps to perform a manual backup in ServiceDesk Plus?
  2. How can I perform a backup of the database alone without the file attachments in ServiceDesk Plus?
  3. How do I restore the backup data?
  4. How do I schedule ServiceDesk Plus to perform automatic backup?
  5. How do I schedule a backup over a network share?

Upgrading ServiceDesk Plus

  1. How do I upgrade to the latest Version and Build of ServiceDesk Plus?
  2. How do I upgrade ServiceDesk Plus in LINUX?

LINUX

  1. How do I install ServiceDesk Plus on a Linux machine?
  2. How do I install ServiceDesk Plus on a Linux machine without GUI?
  3. How do I install ServiceDesk Plus as Linux Service?
  4. Is it possible to scan windows workstation if ServiceDesk Plus is installed on a Linux machine?
  5. Does ServiceDesk Plus scan the softwares installed in a Linux machines?
  6. How can I connect to MYSQL database on a Linux machine?

Database

  1. What are the Databases supported by ServiceDesk Plus?
  2. What are the MYSQL versions supported by ServiceDesk Plus?
  3. My ServiceDesk Plus installation shows the MYSQL version as 4.1.18. How do I upgrade it to the latest version?
  4. How can I connect to MYSQL database of ServiceDesk Plus?
  5. By default, MYSQL database of ServiceDesk Plus can be connected only from server machine. But how can I connect to MYSQL database of ServiceDesk Plus from another machine in the network?
  6. By default, ServiceDesk Plus installs a MYSQL database on the server during the product installation. But I require the application and database to reside on different servers. Is it possible for ServiceDesk Plus to use a different MYSQL database on a separate server instead of the default server installed?
  7. Is it possible to integrate Crystal reports XI to the MYSQL database of ServiceDesk?
  8. How do I convert the database from MYSQL to MSSQL?
  9. How do I convert the database from MSSQL to MYSQL?
  10. How do I move the application from one version of MSSQL to another version of MSSQL.i.e., from MSSQL 2005 to MSSQL 2008?
  11. How do I change the account and password of the SQL server that connects ServiceDesk Plus?
  12. What is the default password for the MYSQL database? How do I change this password?

HTTPS and SSL support for ServiceDesk Plus

  1. How do I make ServiceDesk Plus run on https?
  2. How do I setup redirection from HTTP to HTTPS?
  3. How do I disable weak and anonymous ciphers from being used in HTTPS connection?
  4. How do I install a .PFX Certificate?
  5. How do I install SSL certificate for ServiceDesk Plus?
  6. How do I renew SSL Certificate?

Moving ServiceDesk Plus

  1. How do I move ServiceDesk Plus from one server to another server?
  2. If I am using MSSQL as database how should I go about moving the application from one server to another but using the same database?
  3. How do I move ServiceDesk Plus installation to a different drive on the same server?
  4. How can I move ServiceDesk Plus Windows server to Linux server?
  5. How can I build a test environment for ServiceDesk Plus?

Customizations

  1. How do I modify the login and logout screens of ServiceDesk Plus?
  2. How can I integrate ServiceDesk Plus to a personal homepage?
  3. How do I bind ServiceDesk Plus to a single IP address?
  4. How do I host ServiceDesk Plus on the internet?
  5. How do I change the URL on which ServiceDesk Plus is running?
  6. How do I modify the ServiceDesk Plus Logo?
  7. How can I change the port number on which ServiceDesk Plus runs?
  8. I want to add attachments with size more than 10 MB. Is it possible to increase the attachment size?

Others

  1. What is the Tomcat version bundled in ServiceDesk Plus?
  2. What is the Java version used in ServiceDesk Plus?

Backup and Restore
  1. What are the steps to perform a manual backup in ServiceDesk Plus? The following instructions is to perform a manual backup in ServiceDesk Plus,
    Step 1: Stop ManageEngine ServiceDesk Plus service.
    Step 2: From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the backup.
    Where, ServiceDesk Plus-Home -> C:\ManageEngine\ServiceDesk [ Screenshot ]
    Once the backup is complete, a backup file with .data extension is placed in the Backup folder under ServiceDesk Plus Home directory. This backup file contains information such as, the Build number of ServiceDesk Plus, and also the date and time when the backup was performed.
    The format of the backup file is shown below,
    Backup_ ServiceDesk_ [Build number] _Month _date _ Year _ Hour _Minutes

    For example, a backup taken in Version 7 and Build 7500 of ServiceDesk Plus looks like this
    backup_servicedesk_7500_fullbackup_02_24_2009_07_51.data

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  2. How can I perform a backup of the database alone without the file attachments in ServiceDesk Plus? ServiceDesk Plus is designed in such a way that the file attachments are not stored in the database. The attachments are stored in the file attachments folder of the installation directory (C:\ManageEngine\ServiceDesk). If there are lots of attachments in your ServiceDesk installation you can save time by performing a backup without file attachments (i.e.) backup of the database alone.
    Step 1: Stop Manage Engine ServiceDesk Plus service.
    Step 2: From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat --trimmed command to start the database backup.
    where, ServiceDesk Plus Home -> C:\ManageEngine\ServiceDesk [ Screenshot ]
    Once the backup is complete, a backup file with .data extension is placed in the Trimmed Backup folder under ServiceDesk Plus Home directory. This backup file contains information such as, the Build number of ServiceDesk Plus, and date and time when the backup was performed. Here is the format of the backup file.
    Backup_ ServiceDesk_ [Build number] _Month _date _ Year _ Hour _Minutes

    For example, a trimmed backup taken in Version 7 and Build 7500 of ServiceDesk Plus looks like this
    backup_servicedesk_7500_database_02_24_2009_08_30.data

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  3. How do I restore the backup data? The following instructions is to restore the backup data.
    Step 1: From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute the command restoreData.bat. Choose the backup file while prompted and select OK. [ Screenshot ]
    NOTE: Please note that when you perform a restore, the existing data will be overwritten with the data in the backup file (i.e.) the restore process is not incremental and will not add information over the existing data.
    Step 2: Once the restore is complete, a Java UI pops up saying the data restore is successful as shown below. You can click Close and start the application. [ Screenshot ]

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  4. How do I schedule ServiceDesk Plus to perform automatic backup? You can configure backup scheduling, to perform backup of all the files on a regular interval.
    1. Click Admin -> Backup Scheduling under General block -> Edit Scheduling link on the right hand side of the page.
    2. Enable backup scheduling by clicking the enable button.
    3. Select the number of days from the combo box to schedule the backup process. For every n number of selected days the backup will be taken for the available data.
    4. Specify the Start Backup date using the calendar and also select the time in hrs and mins from the combo box. This is a mandatory field.
    5. In case of backup failure specify the notify email address in the given text field. This is a mandatory field.
    6. Select either or both the Attachment Files and Database option to take the back up. This is a mandatory field.
    7. Specify the Backup location in the given text field to store the backup data.
    8. Save the changes.

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  5. How do I schedule a backup over a network share? You can configure a backup scheduling over a network share,
    1. Click Admin -> Backup Scheduling under General block -> Edit Scheduling link on the right hand side of the page.
    2. Set the Backup location as \\Network server name\backup.
    3. NOTE: Please provide full access rights to the folder where you want to copy the backup.

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Upgrading ServiceDesk Plus

  1. How do I upgrade to the latest Version and Build of ServiceDesk Plus?The following instructions is to upgrade ServiceDesk Plus.
    Step 1: Stop ManageEngine ServiceDesk service.
    Step 2: Take a backup of the existing build for security reasons.
    From command prompt, move to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat. This will start the backup.
    cmd>[ServiceDesk Plus Home]\bin
    cmd>backUpData.bat
    where, ServiceDesk Plus Home -> C:\ManageEngine\ServiceDesk
    NOTE: Taking a backup is essential to revert to the existing build without any loss of data if the upgrade fails due to unexpected reasons. The backup is stored under Backup folder in ServiceDesk Plus Home directory.
    Step 3: Download the hot fix or ppm file from the link provided below,
    http://www.manageengine.com/products/service-desk/service-packs.html
    Step 4: Go to [ServiceDesk Plus Home]\bin and execute the file UpdateManager.bat. A Java UI pops up where you can browse for the location of the hot fix and click install to start the installation process.
    cmd> UpdateManager.bat [ Screenshot ]
    Step 5: A dialog box recommending you to take a backup appears. If you have already taken a backup (as instructed in Step 2), then you may skip this backup process. If you are performing a version to version upgrade, then the backup would be a forced one and cannot be skipped.

    Note: If you are planning on performing multiple upgrades, please make sure to start and stop the application once after successfully applying a service pack, make a backup of this upgraded version and then proceed with the next service pack.

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  2. How do I upgrade ServiceDesk Plus in LINUX?Please visit the website mentioned below to download the ppm files for upgrading to the latest version of ServiceDesk Plus.
    http://www.manageengine.com/products/service-desk/service-packs.html
    This website also contains instructions to apply the service pack. Here are the detailed instructions for upgrade.
    Step 1: Shut down ServiceDesk plus Server.
    Step 2: Take a back up of the existing build for security reasons.
    The step to take a backup of the data in Linux is given below,
    1. Go to the installation folder. [The default installation folder is /opt/ManageEngine/ServiceDesk/. The installation folder will now be referred as ServiceDesk Plus-Home]
      # cd [ServiceDesk Plus-Home]/bin
    2. Invoke the backUpData.sh script
      # sh backUpData.sh
      This will take a backup of the existing configuration and the backup data will be stored under
      [ServiceDesk Plus-Home]/backup/BackUp_Version_MONdd_yyyy_hh_mm/
      BackUp_Version_MONdd_yyyy_hh_mm.data
      An example would be,
      /opt/ManageEngine/ServiceDesk/BackUp_5501_AUG15_2006_17_32/
      BackUp_sdp_5501_AUG15_2006_17_32.data

    Step 3: Save the hotfix from the link mentioned below,
    http://www.manageengine.com/products/service-desk/service-packs.html
    Step 4: Run the script UpdateManager.sh in the <ServiceDesk_Plus_Home>/bin folder. From the Update Manager tool click "Browse" to select the Service Pack file (ManageEngine_ServiceDesk_Plus__0_0_SP-x_0.ppm file that you had downloaded) and then click "Install...". Follow the on-screen instructions to apply the Service Pack / Hotfix.
    Step 5: Once the upgrade is complete, start ServiceDesk Plus Server.

    Command line option to apply a patch in Linux
    To install a patch from console or command line,
    Easiest option:
    sh UpdateManager.sh -c
    And it will guide the user through the steps.
    Here are the other options:
    sh UpdateManager.sh -u server/default/conf -c -option i -ppmPath <Patch file path including patch file name> -h <Product Home>
    To un-install a patch: sh UpdateManager.sh -u server/default/conf -c -option u -h <Product Home> -version <Patch version>
    To view installed patch versions: sh UpdateManager.sh -u server/default/conf -c -option v -h <Product Home>
    To run UPDATEMANGER.bat from konsole mode: UpdateManager.sh -c -option i ppmPath <Path where PPM is downloaded> -h C:\ManageEngine\ServiceDesk

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LINUX

  1. How do I install ServiceDesk Plus on a Linux machine?Following are the steps given below to install and setup Manage Engine ServiceDesk Plus on a Linux machine.
    Step 1: Download the ServiceDesk_Plus_Linux.bin file.
    Step 2: Execute ServiceDesk_Plus_Linux.bin from the console and follow the on screen instructions.
    ./ServiceDesk_Plus_Linux.bin
    NOTE: You require execute permissions for executing the .bin type files.

    Manually start ServiceDesk Plus application after the installation process:
    Step 1: Go to /bin directory and execute run.sh file as given below,
    $ sh run.sh
    Step 2: To start the web client, open a web browser and type the following in the address field,
    http://localhost:8080
    Here, you need to replace the localhost with the corresponding server name where the ServiceDesk Plus web server is running and the port number 8080 should be replaced with the actual port where the server is running.

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  2. How do I install ServiceDesk Plus on a Linux machine without GUI? Follow the steps given below to install ServiceDesk Plus on a Linux machine without GUI or on a Linux machine from windows desktop,
    # chmod 755 ManageEngine_ServiceDesk_Plus_5_Linux.bin
    # ./ManageEngine_ServiceDesk_Plus_5_Linux.bin console

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  3. How do I install ServiceDesk Plus as Linux Service? Follow the steps given below to run ServiceDesk Plus as a start up service.
    Step1: Download the servicedesk.txt file from the link provided below,
    http://bonitas.zohocorp.com/customer_uploads/2012_6_20_21_15_38_servicedesk.txt
    Step2: Copy the servicedesk.txt file to /etc/init.d/
    # cp servicedesk.txt /etc/init.d/servicedesk
    Step 3: Edit the servicedesk file to modify the MDIR Variable. MDIR refers to /bin. Typically, if you have installed ServiceDesk Plus as a guest user, then MDIR will be,
    MDIR=/home/guest/ManageEngine/ServiceDesk/bin
    Step 4: Give executable permissions for servicedesk startup script.
    # chmod 755 /etc/init.d/servicedesk
    Step 5: Create a blank file under /var/log for logging purposes.
    # touch /var/log/servicedesk-plus.log
    Step 6: Use chkconfig command to add the script as a startup process.
    # chkconfig --add servicedesk

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  4. Is it possible to scan windows workstation if ServiceDesk Plus is installed on a Linux machine?No, it is not possible to scan windows workstation if ServiceDesk Plus is installed on a Linux machine. When ServiceDesk Plus is installed on Linux, it scans only Linux workstations.
    But by using the Distributed Asset scan functionality of ServiceDesk Plus, you can install the Probe in a windows machine using which you can scan windows workstations, export the information in a zip format and import the information into ServiceDesk Plus Linux server.

    Here is how Distributed Asset scan functionality works.
    ServiceDesk Plus helps you scan assets distributed across multiple sites (i.e.) assets which are not connected to the network (or) assets which are not reachable from the central ServiceDesk Plus server. This can be done with the help of Asset Explorer Probe which can be installed in the remote network which helps to scan the assets in the remote network, export the asset information into a zip file and then import the information into the Central ServiceDesk Plus server. [ Screenshot ]

    In order to use Distributed Asset Scan feature we have to understand the following terms.
    1. Central Server: Your ServiceDesk Plus installation is the Central server where you have the Central Asset database.
    2. Remote server (or) Asset explorer Probe: You can install Asset explorer Probe as Remote server in your remote network where you would like to scan assets. You will be able to scan and export the Asset information from the Remote server and import it in your Central ServiceDesk Plus server.
    You can download and Install Asset Explorer Probe in the remote network by downloading the exe file from the website below.
    http://www.manageengine.com/products/asset-explorer/download.html

    After installation when you start the application and connect to the client for the first time, it will prompt you to run either as a Central server or Probe (Remote server). Choose Remote server. You will be able to scan assets and perform scan configuration in Remote server as you do in ServiceDesk Plus.
    You can then export scanned Asset information from the Remote server under Admin -> Distributed Asset Scan. This will export the scanned Asset information as a zip file. These exported assets can be imported into your central ServiceDesk Plus server under Admin --> Distributed Asset Scan.

    By doing this we have a track of all our Assets in the organization in one place which makes it easier for us the manage them. Also Distributed asset scan functionality helps to reduce the load in ServiceDesk Plus server.

    Customers interested in using the Distributed scan feature can get the Asset Explorer Probe (Remote server) license from our licensing team (This license will be equivalent to the number of nodes purchased for ServiceDesk Plus) which can be applied in the Asset explorer Remote server installations.

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  5. Does ServiceDesk Plus scan the softwares installed in a Linux machines?From v 7.5 and above, ServiceDesk Plus does scan softwares installed in Linux machine. Enable the check box which says Scan Software in Linux Workstations under Admin -> Network scan. [ Screenshot ]
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  6. How can I connect to MYSQL database on a Linux machine?Install the MYSQL client which supports your Linux version. Once this is accomplished, make sure that the command "mysql" is in path. (Most often, mysql should be under path, if not, you may add the complete path to mysql command under PATH variable in the bashrc file.
    Once this is done, you may try the following:
    # cd [ServiceDesk-Home]/mysql/bin
    # mysql -u root -S ../tmp/mysql.sock servicedesk -A

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Database

  1. What are the Databases supported by ServiceDesk Plus?MYSQL and MSSQL are the supported databases.
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  2. What are the MYSQL versions supported by ServiceDesk Plus? ServiceDesk Plus supports MYSQL version 4.1.18 and 5.1.50.
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  3. My ServiceDesk Plus installation shows the MYSQL version as 4.1.18. How do I upgrade it to the latest version?

    MYSQL version 5.1.50 is bundled into ServiceDesk Plus from V8.1. A fresh installation of V8.1 will have MYSQL version 5.1.50 bundled with the product. Users who have migrated from older versions of ServiceDesk Plus should perform the below steps to upgrade to MYSQL 5.1.50

    NOTE: The process involves uninstalling and reinstalling the application. Make sure you have upgraded to the latest version of ServiceDesk Plus by following the instructions in the link,

    http://www.manageengine.com/products/service-desk/faq-general-modules.html#Upgrading1

    Once you have upgraded to the latest version of SDP, follow the below steps.

    Step 1: Stop ManageEngine ServiceDesk Plus service.
    Step 2: Take a backup of the existing build for security reasons.
    From the command prompt, move to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat. This will start the backup process.
    cmd>[ServiceDesk Plus Home]\bin
    cmd>backUpData.bat

    where, ServiceDesk Plus Home -> C:\ManageEngine\ServiceDesk
    Step 3: Please rename the existing installation directory of ServiceDesk Plus to ServiceDesk_OLD. This is important because we do not want the new installation to overwrite the existing installation.
    Step 4: Download and install ServiceDesk Plus from the below link
    http://www.manageengine.com/products/service-desk/download.html
    Step 5: Start and stop ServiceDesk Plus once.
    Step 6: To restore the backed up data, go to [ServiceDesk Plus-Home]\bin directory and execute restoreData.bat.
    cmd> [ServiceDesk Plus Home]\bin
    cmd> restoreData.bat

    where, Service Desk Home -> C:\ManageEngine\ServiceDesk
    Choose the backup file when prompt.
    Step 7: Once the restore process is complete start the ManageEngine ServiceDesk service. Log into the application and apply the license.
    Step 8: Now your ServiceDesk Plus should be in MYSQL Version 5.1.50.

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  4. How can I connect to MYSQL database of ServiceDesk Plus?ServiceDesk Plus uses MYSQL as its default database. You can connect to the database through the following commands,
    cmd> cd C:\ManageEngine\Servicedesk\mysql\bin
    cmd> mysql.exe -u root -P 33366 servicedesk
    "ServiceDesk" is the name of the database. 33366 is the port on which ServiceDesk Plus database runs. ServiceDesk Plus uses root account to connect to the database and does not use any password. You can connect to MYSQL database only from the server console. [ Screenshot ]

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  5. By default, MYSQL database of ServiceDesk Plus can be connected only from server machine. But how can I connect to MYSQL database of ServiceDesk Plus from another machine in the network?Follow the steps given below to connect to MYSQL Database from another machine in the network.
    Execute the following commands from Command prompt Console on ServiceDesk PLus server.
    cmd> cd C:\ManageEngine\Servicedesk\mysql\bin
    cmd> mysql.exe -u root -P 33366 servicedesk
    mysql> grant usage on servicedesk.* to 'root'@'name-or-ipaddress of remote machine'; Eg: grant usage on servicedesk.* to 'root'@'172.168.10.15';
    mysql> grant ALL on servicedesk.* to 'root'@'name-or-ipaddress of remote machine'; Eg: grant ALL on servicedesk.* to 'root'@'172.168.10.15';
    mysql> flush privileges;

    Note: The hostname-or-ipaddress should be that of the machine from where you wish to connect to ServiceDesk Plus database.
    To access the database from another machine, use the following command.
    cmd> mysql.exe -u root -P 33366 servicedesk -h [servername-or-ipaddress-of-Servicedesk-server] Eg: mysql.exe -u root -P 33366 servicedesk -h 172.18.94.123

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  6. By default, ServiceDesk Plus installs a MYSQL database on the server during the product installation. But I require the application and database to reside on different servers. Is it possible for ServiceDesk Plus to use a different MYSQL database on a separate server instead of the default server installed?This is a scenario applicable only if you do not want to use the default MYSQL database which ServiceDesk Plus installs during the product installation, and you have a separate server having MYSQL version 4.1.18 or 5.1.50 installed on it.
    NOTE: MYSQL version has to be v 4.1.18 or 5.1.50 as other versions are not supported at this point of time.

    Make the following changes on the product installation
    Step 1: Edit the [SDP-Home]\bin\startdb.bat file and change "33366" to the port on which the default MySQL runs.
    Step 2: Edit the [SDP-Home]\bin\stopdb.bat file and change "33366" to the port on which the default MySQL runs.
    Step 3: a) Edit the [SDP-Home]\server\default\deploy\mysql-ds.xml file and change "33366" to the port on which the default MySQL runs.
    b) Change "localhost" to the ipaddress or hostname of the server on which MySQL runs, if you want to change the host.
    Step 4: Edit the [SDP-Home]\server\default\conf\nms-service.xml file and change the StartDBServer attribute to "false".
    <attribute name="StartDBServer">false/<attribute>
    Step 5: Create a database "servicedesk" which can be accessed from the port on which the default MySQL runs.
    mysql\> create database servicedesk;
    NOTE: Service Desk Home -> C:\ManageEngine\ServiceDesk

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  7. Is it possible to integrate Crystal reports XI to the MYSQL database of ServiceDesk?Yes it is possible to integrate Crystal reports with ServiceDesk Plus. Refer the link provided below which will help you with the integration.
    http://forums.manageengine.com/topic/is-it-possible-generate-report-using-excel-or-crystal-report#25138

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  8. How do I convert the database from MYSQL to MSSQL?The following is the procedure to migrate your ServiceDesk Plus database from MYSQL to MSSQL.
    Step 1: Stop ManageEngine ServiceDesk Plus service.
    Step 2: Take a backup of the existing data and configuration under MYSQL database.
    From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup.
    cmd> [ServiceDesk Plus Home]\bin
    cmd> backUpData.bat
    where, ServiceDesk Plus Home -> C:\ManageEngine\ServiceDesk. This backup will be stored under the Backup folder in ServiceDesk Plus Home directory.
    Step 3: Invoke ChangeDBServer.bat under [Service Desk-Home]\bin folder. [ Screenshot ]
    Step 4: Provide the details of the SQL server (i.e.) Host name, username and password and click Test, By doing this, we will be able to check the connectivity with the SQL server. The message should say connection established as displayed above. Then click Save.
    Step 5: Start and stop the ServiceDesk Plus server once.
    NOTE: A database called ServiceDesk would be created in the SQL server.
    Step 6: Now invoke restoreData.bat under [Service Desk-Home]\bin folder. The data should now be restored under your MSSQL server instance. Follow the on screen instructions to restore the latest backup data performed in step 2. [ Screenshot ]
    Step 7: Start ManageEngine ServiceDesk Plus service once the restore process is complete.

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  9. How do I convert the database from MSSQL to MYSQL? The following is the procedure to migrate your ServiceDesk Plus database from MSSQL to MYSQL.
    Step 1: Stop ManageEngine ServiceDesk Plus service.
    Step 2: Take a backup of the existing data and configuration under MSSQL database.
    From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute the backUpData.bat command to start the data backup.
    cmd> [ServiceDesk Plus Home]\bin
    cmd> backUpData.bat
    This backup will be stored under the Backup folder in ServiceDesk Plus Home directory.
    Step 3: Invoke ChangeDBServer.bat under [Service Desk-Home]\bin folder.
    Step 4: Choose MYSQL database. Click Save.
    Step 5: Go to the Installation folder of ServiceDesk under [<Product Home>\mysql\data] and delete all the files and folders EXCLUDING the Mysql and Test folders.
    Step 6: Start and stop the ServiceDesk Plus application once. Now you have a fresh MYSQL Database.
    Step 7: Invoke the command restoreData.bat under [Service Desk-Home]\bin folder. The data should be restored under your MYSQL database.
    Step 8: Start ManageEngine ServiceDesk Plus service once the restore process is complete.

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  10. How do I move the application from one version of MSSQL to another version of MSSQL.i.e., from MSSQL 2005 to MSSQL 2008? To migrate ServiceDesk Plus database from one version of MSSQL to another:
    Step 1: Stop ManageEngine ServiceDesk Plus service.
    Step 2: Take a backup of the existing data and configuration under MSSQL database. For example, assume your existing database is MSSQL 2005. To take a backup,
    From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute the command backUpData.bat to start the data backup.
    cmd> [ServiceDesk Plus Home]\bin
    cmd> backUpData.bat

    This backup will be stored under the Backup folder in ServiceDesk Plus Home directory.
    Step 3: Invoke ChangeDBServer.bat under [Service Desk-Home]\bin folder.
    Step 4: Provide the details of the new SQL server. For example, assume your new SQL server is 2008 64-bit. Enter the Host Name, Username and Password. Click Test to check the connectivity with the SQL server. The message should say “Connection Established”. Click Save.
    Step 5: Start and stop the ServiceDesk Plus server once.
    NOTE: A database called ServiceDesk would be created in the New SQL server.
    Step 6: Now invoke restoreData.bat under [Service Desk-Home]\bin folder. The data should be restored under your MSSQL server instance using the backup file that had been taken previously.
    Step 7: Start ManageEngine ServiceDesk Plus service once the restore process is complete.

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  11. How do I change the account and password of the SQL server that connects ServiceDesk Plus?From the command prompt, execute the Changedbserver.bat file under C:\ManageEngine\ServiceDesk\bin directory. Enter the credentials and test the connection. [ Screenshot ]
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  12. What is the default password for the MYSQL database? How do I change this password?By default, the MYSQL password for the root user is a blank password. To set a different password for the root user, follow the instructions given below,
    Step 1: Navigate to the bin directory from the command prompt (C:\ManageEngine\ServiceDesk\mysql\bin).
    Step 2: Connect to the MYSQL Database.
    To know how to connect to the MYSQL database, refer the link given below,
    http://www.manageengine.com/products/service-desk/faq-general-modules.html#database2
    Step 3: Execute the command
    SET PASSWORD FOR 'root'@'localhost' = PASSWORD('test');
    In the above command "test" is the password.
    Step 4: Navigate to the bin directory on the installation folder and double click on the Changedbserver.bat file. When the java window pops up, enter your password and save the configuration.
    Note: The password should be the same as set in Step 3. [ Screenshot ]
    Step 5: Add the following parameter to the StopDB.bat
    if "%PASSWORD%" == "" set PASSWORD=test [Where "test" is the password]. Click here to download the sample of stopDB.bat
    Step 6: Now you can connect to the database by navigating to the bin directory (C:\ManageEngine\ServiceDesk\mysql\bin) from the command prompt and execute the command
    mysql.exe -u root -p --port 33366
    Enter the password when requested for. [ Screenshot ]

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HTTPS and SSL support for ServiceDesk Plus

  1. How do I make ServiceDesk Plus run on https?From a command prompt, execute the file changeWebServerPort.bat from [Service Desk Home]\bin folder as in
    C:\ManageEngine\ServiceDesk\bin> changeWebServerPort.bat[port number] https
    By doing so ServiceDesk Plus uses the default certificate but this default certificate is not a trusted one. In order to make it trusted you would have to purchase and install third-party SSL certificates with ServiceDesk Plus.

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  2. How do I setup redirection from HTTP to HTTPS? Follow the steps given below to setup the redirection from HTTP to HTTPS,
    1. Go to the folder C:\ManageEngine\ServiceDesk\server\default\deploy\jbossweb-tomcat50.sar and open the file server.xml with WordPad.
    2. Find the below entry in the filer server.xml
      <¡-- A HTTP/1.1 Connector on port 8080 -->
      <¡-- The compression parameters are taken from the default Tomcat server.xml-->
      <¡--Connector port="8080" address="${jboss.bind.address}"
      maxThreads="150" minSpareThreads="25" maxSpareThreads="75"
      enableLookups="false" redirectPort="8443" acceptCount="100"
      connectionTimeout="20000" disableUploadTimeout="true"
      compression="off"
      compressionMinSize="2048"
      setBodyEncodingForURI="true"
      noCompressionUserAgents="gozilla, traviata"
      compressableMimeType="text/html,text/xml,text/plain"/-->
      Remove '¡--' which is before Connector port="8080" address="${jboss.bind.address}" and then remove -- which is after compressableMimeType="text/html,text/xml,text/plain"/
      Change the value 8080 to 80 and 8443 to 443 and save the file.
      So after the changes the entry should be as shown below.
      <¡-- A HTTP/1.1 Connector on port 8080 -->
      <¡-- The compression parameters are taken from the default Tomcat server.xml-->
      <Connector port="80" address="${jboss.bind.address}"
      maxThreads="150" minSpareThreads="25" maxSpareThreads="75"
      enableLookups="false" redirectPort="443" acceptCount="100"
      connectionTimeout="20000" disableUploadTimeout="true"
      compression="off"
      compressionMinSize="2048"
      setBodyEncodingForURI="true"
      noCompressionUserAgents="gozilla, traviata"
      compressableMimeType="text/html,text/xml,text/plain"/>
    3. Go to the folder C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\
      AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF

      Edit the web.xml file and search for the content below and add the lines in bold / highlighted.
      <security-constraint>
      <web-resource-collection>
      <web-resource-name>Secured Core Context>/web-resource-name>
      <url-pattern>/jsp/*</url-pattern>
      <url-pattern>/tasks/*</url-pattern>
      <url-pattern>/debug/*</url-pattern>
      <url-pattern>*.do</url-pattern>
      <url-pattern>*.cc</url-pattern>
      <url-pattern>/servlet/*</url-pattern>
      </web-resource-collection>
      <auth-constraint>
      <role-name>*</role-name>
      </auth-constraint>
      <user-data-constraint>
      <transport-guarantee>CONFIDENTIAL</transport-guarantee>
      </user-data-constraint>

      </security-constraint>
    4. Restart the service ManageEngine ServiceDesk Plus.

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  3. How do I disable weak and anonymous ciphers from being used in HTTPS connection? To disable weak and anonymous ciphers from being used in a HTTPS connection and to improve the security in connection, you can include certain parameter in server.xml file.
    Parameter to be included
    ciphers="SSL_RSA_WITH_RC4_128_MD5, SSL_RSA_WITH_RC4_128_SHA,
    TLS_RSA_WITH_AES_128_CBC_SHA, TLS_DHE_RSA_WITH_AES_128_CBC_SHA,
    TLS_DHE_DSS_WITH_AES_128_CBC_SHA, SSL_RSA_WITH_3DES_EDE_CBC_SHA,
    SSL_DHE_RSA_WITH_3DES_EDE_CBC_SHA, SSL_DHE_DSS_WITH_3DES_EDE_CBC_SHA"

    Instructions to add the Parameter
    1. Go to <ServiceDesk_Home>\server\default\deploy\jbossweb-tomcat50.sar and open server.xml file with a WordPad.
    2. Search for <¡-- SSL/TLS Connector configuration using the admin devl guide keystore-->
       [ Screenshot ]
    3. Include the parameter after keystorePass="sdpsecured" sslProtocol = "TLS" and before />.
       [ Screenshot ]

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  4. How do I install a .PFX Certificate? Please follow the instructions given below to install a certificate with the extension .PFX
    1. Stop ManageEngine ServiceDesk Plus service.
    2. Copy the .pfx file to the location C:\ManageEngine\ServiceDesk\server\default\conf (where C: is the drive in which ServiceDesk Plus is installed).
    3. Change the web server port to 443 to run ServiceDesk Plus on secure mode. To change the web server port, open the command prompt and go to [ServiceDesk Home]\bin. Enter the command as given below,
      [ServiceDesk Home]\bin> changewebserverport.bat 443 https [ Screenshot ]
    4. Go to the location [ServiceDesk Home]\server\default\deploy\jbossweb-tomcat50.sar and open the file 'server.xml' in a word pad.
    5. Locate the below entries in the file.
      <¡-- SSL/TLS Connector configuration using the admin devl guide keystore
      <Connector port="8443" address="${jboss.bind.address}"
      maxThreads="100" minSpareThreads="5" maxSpareThreads="15"
      scheme="https" secure="true" clientAuth="false"
      keystoreFile="${jboss.server.home.dir}/conf/sdp.keystore"
      keystorePass="sdpsecured" sslProtocol = "TLS" />
      Please replace the file name sdp.keystore with the pfx file name (name.pfx) and enter the keystoreType="pkcs12" after the file name. Also replace the 'sdpsecured' with the password for the .pfx file.
      The entries should look like this,
      <¡-- SSL/TLS Connector configuration using the admin devl guide keystore
      <Connector port="8443" address="${jboss.bind.address}"
      maxThreads="100" minSpareThreads="5" maxSpareThreads="15"
      scheme="https" secure="true" clientAuth="false"
      keystoreFile="${jboss.server.home.dir}/conf/name.pfx" keystoreType="pkcs12" keystorePass="your password" sslProtocol = "TLS" />
    6. Restart ManageEngine ServiceDesk Plus service.

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  5. How do I install SSL certificate for ServiceDesk Plus? ServiceDesk Plus can run as a HTTPS service. But it requires a SSL (Secure Socket Layer) Certificate signed by a valid Certificate Authority (CA).
    By default, on first time startup, it creates a self-signed certificate. This self-signed certificate will not be trusted by the user browsers. Thus, while connecting to ServiceDesk Plus, you need to manually verify the certificate information and the hostname of ServiceDesk Plus server carefully and should force the browser to accept the certificate.
    To make ServiceDesk Plus server identify itself correctly to the web browser and the user, you need to obtain a new signed certificate from a CA for the ServiceDesk Plus host.
    You can use keytool (bundled with Java) to create your certificates, get them signed by a CA and use them with ServiceDesk Plus.

    The steps involved in configuring ServiceDesk Plus to use the SSL are as given below.

    Step 1: Create a Keystore file
    Step 2: Create .CSR (Certificate Signing Request) file
    Step 3: Install your SSL Certificate
    Step 4: Configuring the server

    NOTE: In all the images, replace the highlighted text with the alias name you want to use for the SDP

    Step 1: Create a Keystore file
    Before requesting for a certificate from a CA, you need to create tomcat specific ".keystore" file and ".csr" file.
    The .keystore file and .csr file will include information provided by the individual who creates the .keystore and .csr files.
    To create the .keystore file follow the below steps,
    1. Open the Command Prompt
    2. From the location <installation directory> \ jre \ bin execute the command
      keytool -genkey -alias <your_alias_name> or [Domain Name] -keyalg RSA -keystore sdp.keystore
       [ Screenshot ]
    3. If your vendor requires a CSR of size 2048 please use the command given below.
      keytool -genkey -alias <your_alias_name> or [Domain Name] -keyalg RSA -keysize 2048 -keystore sdp.keystore [ Screenshot ]
    4. You will then be prompted to choose a password for your keystore.
      NOTE: Please note that the Password should not contain $ symbol.
    5. When it asks for first and last name, this is NOT your first and last name, but rather it is your Fully Qualified Domain Name for the site you are securing.  [ Screenshot ]
    6. If you are ordering a Wildcard Certificate this must begin with the * character.  [ Screenshot ]
    7. On entering the required information, confirm that the information is correct by entering 'y' or 'yes' when prompted. (img5.jpg)
    8. At the end of executing the above command, you will be prompted to enter keystore password. Try giving the password same as your key password. Make sure to remember the password you choose.
       [ Screenshot ]
    9. Your keystore file named sdp.keystore is now created in your current working directory.

    NOTE: We request you to make a backup copy of the sdp.keystore file before installing the Certs. This backed up keystore can be used if the certificate installation goes wrong or when you renew your certificates the next year.

    Step 2: Creating .CSR (Certificate Signing Request) file
    The .CSR (Certificate Signing Request) file is temporary and should be submitted to a CA to receive CA-Signed Certificate files.
    Please follow the steps given below to create the CSR file.
    1. Open the Command Prompt
    2. From the location <installation directory> \ jre \ bin execute the below command.
      keytool -certreq -alias <your_alias_name> -file key.csr -keystore sdp.keystore In the above command <your_alias_name> is the alias name provided when creating the keystore, key.csr is the name of the CSR file that will be created after the command is executed.  [ Screenshot ]


    Step 3: Install your SSL Certificate
    Download the Certificate files received from the CA via e-mail to the directory where your keystore (sdp.keystore) was saved during the CSR creation process. The certificates must be installed to this exact keystore. If you try to install it to a different keystore it will not work.
    The certificates you had downloaded must be installed to your keystore in the correct order for your certificate to be trusted. If the certificates are not installed in the correct order, then the certificate will not authenticate properly. To find the correct order, double click on the domain certificate and then go to 'Certification Path'.  
    [ Screenshot ]

    These certificates are usually in the format .cer or .crt. If your certificate is with the extension .p7b please follow the instructions given in Installing a .P7b Certificate to export the certs to a .cer or .crt format.
    Looking at the above certification path we can infer that we need to import two other certificates before the domain certificate. First is the Root, next the Intermediate and finally the Domain Certificate. Some CAs may also use another certificate called Cross Intermediate. These certificates can be downloaded from the Vendor's website.

    Installing the Root Certificate file
    Each time you install a certificate to your keystore you will be prompted for the keystore password, which you chose while generating your CSR. Type the following command to install the Root certificate file:
    keytool -import -trustcacerts -alias root -file <File_Name>.crt -keystore sdp.keystore
    NOTE: Choose 'Yes' if you get prompted with a message that says "Certificate already exists in system-wide CA keystore under alias <Alias Name> Do you still want to add it to your own keystore? [no]:"
    You will get a confirmation stating that the "Certificate was added to keystore". [ Screenshot ]

    Install the Intermediate Certificates and Cross Intermediate Certificates (if any).
    Follow the instructions provided by the CA.
    keytool -import -trustcacerts –alias intermediate -file <File_Name>.crt -keystore sdp.keystore
    keytool -import -trustcacerts –alias cross -file <File_Name>.crt -keystore sdp.keystore

    You will get a confirmation stating that the "Certificate was added to keystore". [ Screenshot ]
    Install the Primary or the Domain Certificate file
    Type the following command to install the Primary certificate file:
    keytool -import -trustcacerts -alias <your_alias_name or [Domain Name]> -file your_domain_name.crt -keystore sdp.keystore

    Please note that <your_alias_name or [Domain Name]> should be replaced with the alias name provided when creating the keystore (as discussed in Step 1). This time you will get a different confirmation stating that the "Certificate reply was installed in keystore". [ Screenshot ]
    If you want to trust the certificate, then choose y or yes. Your Certificates are now installed to your keystore file (sdp.keystore).

    Step 4: Configuring the Server
    1. Copy the sdp.keystore file from >ServiceDesk_Home<\jre\bin to >ServiceDesk_Home<\server\default\conf
    2. From the command prompt, execute changeWebServerPort.bat script to change the connection mode to HTTPS. [ Screenshot ]
      Cmd>[ServiceDesk Plus Home]\bin< changeWebServerPort.bat <WEBSERVER_PORT> https
    3. Finally, update the name of the keystore and the password, you gave in Step 1, while generating sdp.keystore in the file server.xml present under <ServiceDesk_Home>\server\default\deploy\jbossweb-tomcat50.sar [ Screenshot ]
    4. Restart the service ManageEngine ServiceDesk Plus for the changes to take effect.

    Installing a .P7b Certificate
    Some CA will provide the certificates with an extension .p7b. In such a case you can double click on this file to open a console which will list all the required certificates. You can export these certificates to Base-64 encoded X.509 (.cer) files. (Please refer to the Screenshots given below).
    These certs can then be installed onto the keystore file using the instructions given in Step 3.
    To export the certificate,
    1. Go to [ServiceDesk Plus Home] \ jre \ bin \ domain.P7B. [ Screenshot ]
    2. Right click on the certificate and select All Tasks -> Export option. [ Screenshot ]
    3. The Certificate Export Wizard dialog pops up. Click Next button to proceed. [ Screenshot ]
    4. Select the export file format as Base-64 encoded X.509 (.cer). Click Next. [ Screenshot ]
    5. Specify the name of the file you want to export. Click Next. [ Screenshot ]
    6. The certificate export wizard is completed successfully. You can check for the settings you have specified. Click Finish. [ Screenshot ]
    7. A success message appears in a dialog box. Click OK. [ Screenshot ]

    Please find below the commands you need to use to install certificates from a few common vendors
    NOTE: These instructions might change depending on the Certificates issued by the CA.
    If your CA is "GoDaddy", then the steps to follow will be :
    keytool -import -alias root -keystore <Keystore_Name>.keystore -trustcacerts -file gd_bundle.crt
    keytool -import -alias cross -keystore <Keystore_Name>.keystore -trustcacerts -file gd_cross_intermediate.crt
    keytool -import -alias intermediate -keystore <Keystore_Name>.keystore -trustcacerts -file gd_intermediate.crt
    keytool -import -alias <Alias Specified when creating the Keystore> -keystore <Keystore_Name>.keystore -trustcacerts -file <CertificateName>.crt
    If your CA is "Verisign", then the steps to follow will be :
    keytool -import -alias intermediateCA -keystore <Keystore_Name>.keystore -trustcacerts -file <your_intermediate_certificate_name>.cer
    keytool -import -alias <Alias Specified when creating the Keystore> -keystore < Keystore_Name>.keystore -trustcacerts -file <CertificateName>.cer
    If your CA is "Comodo", then the steps to follow will be :
    keytool -import -trustcacerts -alias root -file AddTrustExternalCARoot.crt -keystore <Keystore_Name>.keystore
    keytool -import -trustcacerts -alias addtrust -file UTNAddTrustServerCA.crt -keystore <Keystore_Name>.keystore
    keytool -import -trustcacerts -alias ComodoUTNServer -file ComodoUTNServerCA.crt -keystore <Keystore_Name>.keystore
    keytool -import -trustcacerts -alias essentialSSL -file essentialSSLCA.crt -keystore <Keystore_Name>.keystore
    keytool -import -trustcacerts -alias <Alias Specified when creating the Keystore> -file <Certificate-Name>.crt -keystore <Keystore_Name>.keystore

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  6. How do I renew SSL Certificate? In order to use the renewed certificate, you need to have taken a backup of the existing keystore file (created while configuring the SSL) which was taken before the installation of any certs. If this file is present, then you can replace this file in the [ServiceDesk Home]\jre\bin folder and follow the instructions from Step 3: Install your SSL Certificate. If you do not have a backup of the keystore file, then you need to start from scratch i.e., Step 1, and get the certificates reissued for the new CSR.
    You can use the following command to get the list of certificates installed in the keystore.
    Keytool.exe -list -keystore sdp.keystore
    Below is an example of how a keystore looks before installing any Certificates. It will only have the keyEntry.
     [ Screenshot ]

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Moving ServiceDesk Plus

  1. How do I move ServiceDesk Plus from one server to another server? Following are the steps to move data from the existing server to a new server,
    Step 1: Stop ManageEngine ServiceDesk Plus service.
    Step 2: Kindly Upgrade ServiceDesk Plus if required. Refer to the link below to check if you are in the latest version;
    http://manageengine.com/products/service-desk/service-packs.html
    Refer to the section UPGRADING ServiceDesk Plus of FAQ for detailed instructions for upgrade.
    Step 3: Now start and stop the ManageEngine ServiceDesk Plus service once after the upgrade process.
    NOTE: If you are planning on performing multiple upgrades, please make sure you start and stop the application, and perform a backup before each and every upgrade.
    Step 4: From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup.
    Once the backup is complete, a backup file with .data extension is placed in the Backup folder under ServiceDesk Plus Home directory. This backup file contains information about the Build number of ServiceDesk Plus, and the date and time of when the backup was performed. Here is the format of the backup file.
    Backup_ ServiceDesk_ [Build number] _Month _date _ Year _ Hour _Minutes

    For example, a backup taken in Version 7 and Build 7500 of ServiceDesk Plus looks like this
    backup_servicedesk_7500_fullbackup_02_24_2009_07_51.data
    Step 5: Install ServiceDesk Plus on the new server.
    Step 6: Copy the backup folder from the old server to [ServiceDesk Plus-Home] in the new server.
    Step 7: To restore the backed up data, Go to [ServiceDesk Plus-Home]\bin directory and execute restoreData.bat. Choose the backup file while prompted. See example below:
    cmd> [ServiceDesk Plus Home]\bin
    cmd> restoreData.bat
    where, Service Desk Home -> C:\ManageEngine\ServiceDesk [ Screenshot ]
    Step 8: Start the ServiceDesk Plus server once after restoring the data in the new server.
    Step 9: Set the new server name under Admin -> Self Service Portal Settings -> Alias url.
    NOTE: Data can be restored only across same builds of ServiceDesk Plus version. i.e. data backed up in 7500 build of ServiceDesk Plus can be restored only in 7500 build. Please check if the old build and new build are of same build versions.
    Build version can be checked
    1. By clicking on the About link in the application [OR]
    2. From buildInfo.xml file under <Service Desk Home>/server/default/conf directory.

    If the old build is a different build, then the same build needs to be installed in new server. You can download earlier builds of ServiceDesk Plus from our Archives website http://archives.manageengine.com/service-desk/

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  2. If I'm using MSSQL as database, how should I go about moving the application from one server to another but using the same database?Since you are using MSSQL, the database remains on the SQL server. So all you have to do is install the same version and build of ServiceDesk Plus on the new server and point the database to the SQL server while installing the product.
    You can check your current version and build of ServiceDesk Plus by
    1. Clicking on the About link in the application [OR]
    2. Build version can be checked from buildInfo.xml file under <servicedesk_home>/server/default/conf directory where, Service Desk Home -> C:\ManageEngine\ServiceDesk
    You can download all versions of ServiceDesk Plus from our Archives website http://archives.manageengine.com/service-desk/
    The way ServiceDesk Plus is designed is that it does not store attachments in the database. They are stored in the file attachments folder of the installation directory (C:\ManageEngine\ServiceDesk)
    You would have to copy the following folders to the new server from the existing server in order to retain the file attachments.
    1. Custom
    2. Inline images
    3. File attachments
    4. Archive

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  3. How do I move ServiceDesk Plus installation to a different drive on the same server? Follow the instructions below to move ServiceDesk Plus installation to a different drive on the same server.
    Step 1: Stop ManageEngine ServiceDesk Plus service.
    Step 2: De-Register Service: C:\ManageEngine\ServiceDesk\bin> sd_service.bat -r ..\server\default\conf\wrapper.conf
    Step 3: Copy installation folder [ManageEngine\Servicedesk] to another drive say D:
    Step 4: Re-Register service: D:\ManageEngine\ServiceDesk\bin> sd_service.bat -i ..\server\default\conf\wrapper.conf
    Step 5: Start the service.
    NOTE:Make sure you have taken the backup first using backUpData.bat in ManageEngine\Service Desk\bin before you perform the procedure.

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  4. How can I move ServiceDesk Plus Windows server to Linux server? Following are the steps to move ServiceDesk Plus Windows server to Linux server.
    Step 1: Take a trimmed backup using the commands below,
    cmd> cd [ServiceDesk-Home]\bin
    cmd> backupdata.bat --trimmed
    The backup will now be created under [ServiceDesk-Home]\trimmedbackup
    Step 2: Copy the following folders and replace it in the same location of the another server.
    Fileattachments, inlineimages, customimages and Archive under Servicedesk[home].
    Step 3: To restore the backed up data, Go to [ServiceDeskPlus-Home]\bin directory and execute sh restoredata.sh. Choose the backup file while prompted.
    Step 4: Start the ServiceDesk Plus server once after restoring the data in the new server.
    Step 5: Connect to the database and execute the query below.
    update sdeskattachment set ATTACHMENTPATH = replace(ATTACHMENTPATH, '\\', '/');

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  5. How can I build a test environment for ServiceDesk Plus? Building a test environment is very helpful while upgrading ServiceDesk Plus. When you are planning to upgrade ServiceDesk Plus to the latest version, it is highly advisable to try the upgrade on the test environment first so that you will be confident about the upgrade on the Production server.
    Step 1: Stop Manage Engine Service Desk Plus service on the production server.
    Step 2: From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. Where, ServiceDesk Plus Home -> C:\ManageEngine\ServiceDesk
    Once the backup is complete, a backup file with .data extension is placed in the Backup folder under ServiceDesk Plus Home directory. This backup file contains information such as, the Build number of ServiceDesk Plus, and the date and time of when the backup was performed. Here is the format of the backup file.
    "Backup_ ServiceDesk_ [Build number] _Month _date _ Year _ Hour _Minutes"
    For example, a backup taken in Version 7 and Build 7500 of ServiceDesk Plus looks like this
    backup_servicedesk_7500_fullbackup_02_24_2009_07_51.data
    Step 3: Install ServiceDesk Plus on the new server.
    Data can be restored only across same builds of ServiceDesk Plus version. (i.e.) data backed up in 7500 build of ServiceDesk Plus can be restored only in 7500 build. Please check if the old build and new build are of same build versions.
    Build version can be checked,
    1. By clicking on the About link in the application. [OR]
    2. From buildInfo.xml file under <servicedesk_home>/server/default/conf directory.
      If the old build is a different build, then the same build needs to be installed in new server. You can download earlier builds of ServiceDesk Plus from our Archives website http://archives.manageengine.com/service-desk/
    Step 4: Copy the backup taken from the production server to the Test server.
    Step 5: To restore the backed up data, Go to [ServiceDesk Plus-Home]\bin directory and execute restoreData.bat. Choose the backup file while prompted as in the screen shot given below,
    cmd> [ServiceDesk Plus Home]\bin
    cmd> restoreData.bat [ Screenshot ]
    Step 6: Start the ServiceDesk Plus server once after restoring the data in the Test server.
    Step 7: Stop mail fetching immediately after applying production data to your test server. You don't want it stealing emails that should be going into your production system. (Admin --> Mail server settings --> Stop fetching).

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Customizations

  1. How do I modify the login and logout screens of ServiceDesk Plus? Follow the procedure below to customize the login and logout screens as per your requirement.
    Step 1: Save the page served under http://[servername-or-ipaddress:port-number] as index.html and copy this file onto
    C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\
    AdventNetServiceDesk.war
    Step 2: Modify the index.html page as per your needs and the save the file under the same location.
    Step 3: Keep the FORM Submit and Action options as they are.
    Step 4: Edit the Web.xml file present under C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\
    AdventNetServiceDesk.war\WEB-INF and change <form-login-page>/Login.jsp</form-login-page>
    to
    <form-login-page>/index.html</form-login-page>
    AND
    <form-error-page>/Login.jsp?error=true</form-error-page<
    to
    <form-error-page>/index.html</form-error-page<
    Step 5: Restart ServiceDesk Plus service.
    Step 6: You can now access the modified index page as http://[servername-or-ipaddress:port-number]/
    NOTE: This file is bound to changes every time a service pack or hot fix is released. Hence, when you apply the hot fix or service pack, you must redo the changes.

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  2. How can I integrate ServiceDesk Plus to a personal homepage? You can integrate ServiceDesk Plus to your personnel homepage by using 2 methods:
    First method: If service desk plus is hosted in the internet then in your personnel webpage you can create a hyperlink of ServiceDesk Plus url.
    To use this method,
    Add <a href="http://www.theurl.com">servicedesk </a> to the body of your personnel web page.

    Second method: You can log into ServiceDesk Plus from your personnel webpage. That is UserName and password for ServiceDesk Plus can be entered from your personnel Web page.
    To use the second method add the following tags to the body,
    <form action="http://www.theurl.com/HomePage.do" method="post">
    <input type="text field"
    name="username"/>
    <br><input type="password"
    name="password"/>
    <br><input type="submit" value="Go"/>
    </form>

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  3. How do I bind ServiceDesk Plus to a single IP Address? For Windows Users:
    Step 1: Goto [SDP-Home]\server\default\conf\TrayIconInfo.xml and add "ipToBind" parameter to the following line:
    <SDP-PROPERTIES RequestScheme="http" WebPort="8080"/>
    Now the line would look like,
    <SDP-PROPERTIES RequestScheme="http" WebPort="8080" ipToBind="xxx.yyy.www.zzz"/>
    [ xxx.yyy.www.zzz is the ip address of the server on which you intend to run ServiceDesk Plus]
    Step 2: Uncomment the following line in the same file:
    <!--ADDITIONALPARAMS ParamName="ipToBind" ParamValue="-bxxx.yyy.zzz.www"/-->
    Now the line would look like,
    <ADDITIONALPARAMS ParamName="ipToBind" ParamValue="-bxxx.yyy.zzz.www"/> Step 3: Save the changes and Restart the Service.
    In case, you want to start it from the command prompt, you can edit the run.bat file and add an argument to the AdventNetDeploymentSystem.jar as follows
    set ARGS=%ARGS% -LAdventNetDeploymentSystem.jar -b <hostname/IP>
    Save the file and stop the application to effect the changes and start the application again.
    Step 4: Change the URL in mssql-ds.xml/mysql-ds.xml like,
    jdbc:mysql:// <host/IP:33366/servicedesk
    Step 5: In case of mysql Configure the startDB.bat to append
    --bind-address=<host/IP>

    For Linux Users:
    IP Binding on the Linux machine.
    1. Stop the server.
    2. Open the <ServiceDesk Plus_Home>/bin/run.sh file
    3. Modify the line : org.jboss.Main "-LAdventNetDeploymentSystem.jar" to org.jboss.Main "-LAdventNetDeploymentSystem.jar" -b <hostname/IP>
    4. Start the server and you will find that ServiceDesk Plus binds to the specified IP.
    5. Change the URL in mssql-ds.xml/mysql-ds.xml like, jdbc:mysql:// <hostname/IP>:33366/servicedesk
    6. In case of mysql Configure the startDB.sh to append --bind-address=<hostname/IP>

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  4. How do I host ServiceDesk Plus on the internet?In order to make ServiceDesk Plus available for users in Internet, let us assume the following scenarios.

    Scenario 1: ServiceDesk Plus is installed in LAN and should be available in LAN and WAN:
    Assume ServiceDesk Plus is installed on a server in the LAN with IP address 192.168.200.254 on port 80, and the hostname of the server is "servicedesk-lan".
    For users within the LAN, the url will be http://servicedesk-lan/ or (http://192.168.200.254)
    If ServiceDesk Plus has to be accessed in WAN, you should do the following:
    Step 1: Register an IP address (say, 64.12.13.11) and a public hostname (like servicedesk.yourdomain.com) with your Service Provider.
    Step 2: The IP address for "servicedesk.yourdomain.com"?should resolve to "64.12.13.11". (This will be predominantly handled by the Service Provider).
    Step 3: Configure Firewall rules (or access-list in router) redirecting "http" requests on IP address "64.12.13.11" to the LAN ipaddress "192.168.200.254".
    Step 4: Configure the alias URL settings in ServiceDesk Plus. [One point to note is that all notifications will now be sent with the Public URL. It is understood that the Public URL will also be reachable within the LAN].

    Scenario 2: ServiceDesk Plus is installed in DMZ and should be available in LAN and WAN:
    Installing ServiceDesk Plus on a server within the DMZ should help prevent the security risks in installing ServiceDesk Plus on a server in LAN/WAN.
    Assume SDP is installed on a server within DMZ with a IP address 192.168.225.254 and the hostname is "servicedesk-dmz" on port 8080.

    MSSQL is the database and the database server is in LAN: You have to configure firewall rules in such a way that the application can reach the Database server in LAN on the MSSQL port ( Default Port : 1433 )
    MSSQL is the database and the database server is in DMZ: Port 1433 should be reachable from the ServiceDesk Plus server in DMZ.
    MySQL is the database: It is recommended that you use the MySQL bundled with the software. In such a case, there are no additional configurations required.

    Step 1: You have to configure firewall rules in such a way that users in LAN are able to access the application as http://servicedesk-dmz:80/ [ Note that the application is installed on port 8080, but users have to access it through port 80]. In such a case, you have to redirect "http" requests on port 80 to port 8080 on the ipaddress 192.168.225.254.
    Step 2: Register an IP address (say, 64.12.13.11) and a public hostname (like servicedesk.yourdomain.com) with your Service Provider.
    Step 3: The IP address for "servicedesk.yourdomain.com"?should resolve to "64.12.13.11". (This will be predominantly handled by the Service Provider).
    Step 4: Configure Firewall rules (or access-list in router) redirecting "http" requests on IP address "64.12.13.11" on port 80 to the LAN ipaddress "192.168.225.254" on port 8080.
    Step 5: Configure Alias URL settings in the Application.

    Scenario 3: ServiceDesk Plus is installed in a server in WAN without firewall rules:
    This is highly not recommended due to security risks on Tomcat, JBOSS application server, MySQL (or) MSSQL, even though the hardware box may be hardened.

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  5. How do I change the URL on which ServiceDesk Plus is running?Click Admin --> Self Service Portal Settings and provide the URL in the Alias URL section. Please make the corresponding configuration in the Firewall/Router also.
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  6. How do I modify the ServiceDesk Plus Logo?You can customize the application by choosing to display your custom logo. You need to add the logo in two dimensions, one for the login page and the other for the header image that you see on the top left corner of the pages once you login. The login page image should be of the dimensions 252 px x 61 px (W x H), while the header image needs to be 166 px x 46 px.
    1. Click Admin -> Self Service Portal settings.
    2. Click Import image ... button.
    3. Click Browse button.
    4. In the file chooser window, select the file that you wish to import and click Open.
    5. Click Import. The image that you just imported will be replaced instead of the login page image. Follow the same process for header image also.
    6. Click Save, to save the changes made in the settings.

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  7. How can I change the port number on which ServiceDesk Plus runs?For changing the Web Server port, you need to run the file "changeWebServerPort.bat" from C:\ManageEngine\ServiceDesk\bin folder as in
    # changeWebServerPort.bat [newportnumber] [Protocol http or https][ Screenshot ]

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  8. I want to add attachments with size more than 10 MB. Is it possible to increase the attachment size? Yes, you can increase the size of the attachment by executing a query in the database,
    Step1: First connect to your database.
    If your database is MYSQL, then access the below link to know how to connect to your MYSQL database,
    http://www.manageengine.com/products/service-desk/faq-general-modules.html#database2
    If your database is MSSQL, then execute the query from the SQL query editor under the ServiceDesk database.
    Step 2: Execute the query
    update globalconfig set paramvalue=15 where category like '%file%';
    Step 3: Restart the Manage Engine Servicedeskplus service.

Others

  1. What is the Tomcat version bundled in ServiceDesk Plus? ServiceDesk Plus is currently bundled with Tomcat version 5023
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  2. What is the Java version used in ServiceDesk Plus? ServiceDesk Plus uses the Java version 1.5.0_11
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Check the other FAQ modules or you can contact our support team at servicedeskplus-support@manageengine.com