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ME ServiceDesk Plus Monitoring

Overview

ManageEngine ServiceDesk Plus is a web-based Help Desk and Asset Management Software. It offers an integrated package with Incident management (Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal and Knowledge Base. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime.

Applications Manager provides you with critical information (like CPU and memory usage, thread count, mail fetch and database details) essential to track the performance of ServiceDesk Plus. Get instant notifications when there are performance issues. Become aware of performance bottlenecks and take quick remedial actions before your end users experience issues.

ServiceDesk Plus - Creating a new monitor

Supported versions: ServiceDesk Plus 13003 and above.

Prerequisites to monitor ServiceDesk Plus monitor:Click here

Using the REST API to add a new ServiceDesk Plus monitor:Click here

To create an ServiceDesk Plus Monitor, follow the steps given below: 

  1. Specify the Display Name of the ServiceDesk Plus monitor.
  2. Enter the HostName or IP Address of the host where ServiceDesk Plus is running.
  3. Enter the Port where ServiceDesk Plus is running. By default, it will be 8080.
  4. Enable the SSL is enabled option if SSL is enabled.
  5. Specify the RestAPI Key of ServiceDesk Plus.
  6. Check the Monitor Database checkbox to select the type of database.
  7. Enter the DBHostname and the Database name.
  8. Check the is SSL enabled option if SSL is enabled.
  9. Specify the Database Port of ServiceDesk Plus.
  10. Enter the username and password for accessing the database.
  11. Enter the polling interval time in minutes.
  12. Choose the Monitor Group from the combo box with which you want to associate ServiceDesk Plus Monitor (optional). You can choose multiple groups to associate your monitor.
  13. Click Add Monitor(s). This discovers ServiceDesk Plus from the network and starts monitoring.

Monitored Parameters

Go to the Monitors Category View by clicking the Monitors tab. Click on ServiceDesk Plusunder the Web Server/ Services Table. Displayed is the ServiceDesk Plus bulk configuration view distributed into three tabs:

  • Availability tab gives the Availability history for the past 24 hours or 30 days.
  • Performance tab gives the Health Status and events for the past 24 hours or 30 days.
  • List view enables you to perform bulk admin configurations.

List of metrics captured during data collection :

ParameterDescription
MAIL FETCHING DETAILS
PortalName of the portal.
Mail Fetching StatusThe fetching status for incoming and outgoing mail in SeviceDesk Plus. The possible values are:
  • Running
  • Stopped
Task Performed ByThis specifies if the task is performed by a user or by the admin. The possible values are:
  • Administrator
  • System 
Last Mail Fetch Run statusThe fetching status of the last mail in SeviceDesk Plus. The possible values are:
  • Success
  • Failed
Mail Fetch Error MessageThe relevant error message of the failed mail fetch run.
DATABASE DETAILS
DB Connection StatusThe status of the connection between SeviceDesk Plus and the database. The possible values are:
  • Success
  • Failed 
DB Connection Status MessageThe relevant error message of the failed database connection run.
BACKUP SCHEDULING DETAILS
Backup Scheduling StatusThe status of the scheduled backup. The possible values are:
  • Enabled
  • Disabled
Successful Backup taken atThe time when the last successful backup was performed.
No.of Days since Backup takenThe number of days since successful backup was performed.
Last Backup StatusThe status of the Last Backup Scheduled. The possible values are:
  • Success
  • Failed
Last Backup Scheduled TimeThe time for which the last backup was scheduled.
Backup Scheduling Error MessageThe relevant error message of the a failed scheduled backup process.
THREADS
Total Thread CountThe total number of threads created and started since the JVM started.
Thread CountThe current number of live threads .
Blocked Thread CountThread State - The number of threads blocked waiting for a monitor lock.
Deadlock Thread CountThe number of threads that are blocked in the JVM. (A deadlock is a state where two, or more, threads are blocked waiting for the other blocked waiting thread (or threads) to finish; thus none of the threads will ever complete.)
MEMORY USAGE
TypeThe type of memory. The possible values are:
  • Heap
  • Non-Heap
Max Memory (MB)The maximum allocated memory in MB.
Used Memory (MB)The space that is currently occupied by Java objects.
Free Memory (MB)The total free memory available to the JVM for new objects.
Used Memory (%)The percentage of used memory by the JVM.
Free Memory (%)The percentage of free memory not being used by the JVM.
CPU USAGE
CPU Usage (%)The percentage of CPU usage of the JVM.

PGSQL Statistics

ParameterDescription
Connection Statistics
Active ConnectionsNumber of currently active connections to the database
Lock Statistics
Locks HeldNumber of locks held by the indicated session
Locks WaitNumber of locks waiting in the database
Buffer Statistics 
Buffer Hits/minTotal buffer hits (i.e., block read requests avoided by finding the block already in buffer cache) per minute
Block Reads/MinTotal disk blocks read per minute
Cache Hit RatioThe current ratio of buffer cache hits to total requests
Disk Usage Details
Disk UsageSize of the on-disk representation of all tables in the database in MB
Index Scan RatioThe current ratio of index scans to total scans(index scan+sque scan)
Transaction Details
Total CommitsTotal transactions committed
Total RollbacksTotal transactions rolled back
Commits/MinTotal transactions committed per minute
Rollbacks/MinTotal transactions rolled back per minute
Primary Database Object Statistics
Size of the Largest TableSize of the largest table in the database server
Largest Table(s)Largest table in the database server
Database Details
Database NameName of the database
DB SizeSize of the database
Long Running Query Details
Database NameName of the database where the Query is running for longer time.
UsernameUsername of the database
RuntimeTime for how long the query ran.
QueryQuery that is running for longer time in the database.(more than 2 mins)
Top 50 Table Row Details
TablenameName of the table
No.of RowsTotal no.of rows in the table
Table sizeSize of the Table

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It allows us to track crucial metrics such as response times, resource utilization, error rates, and transaction performance. The real-time monitoring alerts promptly notify us of any issues or anomalies, enabling us to take immediate action.

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Tech Support Manager, Lexmark

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