ME ServiceDesk Plus Monitoring


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.

Version Compatibility

Below is the version compatibility of Applications Manager with ServiceDesk Plus (SDP):

SDP Version to be monitored Compatible Applications Manager Version
13003 and above 16110 and above
13002 and below 16100 and below

ServiceDesk Plus - Creating a new monitor

Supported versions: ServiceDesk Plus MSP 9202, ServiceDesk Plus 9228

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 Plus under 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 :

Parameter Description
Portal Name of the portal.
Mail Fetching Status The fetching status for incoming and outgoing mail in SeviceDesk Plus. The possible values are:
  • Running
  • Stopped
Task Performed By This specifies if the task is performed by a user or by the admin. The possible values are:
  • Administrator
  • System 
Last Mail Fetch Run status The fetching status of the last mail in SeviceDesk Plus. The possible values are:
  • Success
  • Failed
Mail Fetch Error Message The relevant error message of the failed mail fetch run.
DB Connection Status The status of the connection between SeviceDesk Plus and the database. The possible values are:
  • Success
  • Failed 
DB Connection Status Message The relevant error message of the failed database connection run.
Backup Scheduling Status The status of the scheduled backup. The possible values are:
  • Enabled
  • Disabled
Successful Backup taken at The time when the last successful backup was performed.
No.of Days since Backup taken The number of days since successful backup was performed.
Last Backup Status The status of the Last Backup Scheduled. The possible values are:
  • Success
  • Failed
Last Backup Scheduled Time The time for which the last backup was scheduled.
Backup Scheduling Error Message The relevant error message of the a failed scheduled backup process.
Total Thread Count The total number of threads created and started since the JVM started.
Thread Count The current number of live threads .
Blocked Thread Count Thread State - The number of threads blocked waiting for a monitor lock.
Deadlock Thread Count The 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.)
Type The 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 (%) The percentage of CPU usage of the JVM.

PGSQL Statistics

Parameter Description
Connection Statistics
Active Connections Number of currently active connections to the database
Lock Statistics
Locks Held Number of locks held by the indicated session
Locks Wait Number of locks waiting in the database
Buffer Statistics 
Buffer Hits/min Total buffer hits (i.e., block read requests avoided by finding the block already in buffer cache) per minute
Block Reads/Min Total disk blocks read per minute
Cache Hit Ratio The current ratio of buffer cache hits to total requests
Disk Usage Details
Disk Usage Size of the on-disk representation of all tables in the database in MB
Index Scan Ratio The current ratio of index scans to total scans(index scan+sque scan)
Transaction Details
Total Commits Total transactions committed
Total Rollbacks Total transactions rolled back
Commits/Min Total transactions committed per minute
Rollbacks/Min Total transactions rolled back per minute
Primary Database Object Statistics
Size of the Largest Table Size of the largest table in the database server
Largest Table(s) Largest table in the database server
Database Details
Database Name Name of the database
DB Size Size of the database
Long Running Query Details
Database Name Name of the database where the Query is running for longer time.
Username Username of the database
Runtime Time for how long the query ran.
Query Query that is running for longer time in the database.(more than 2 mins)
Top 50 Table Row Details
Tablename Name of the table
No.of Rows Total no.of rows in the table
Table size Size of the Table