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.

ServiceDesk Plus - Adding a new monitor

Supported versions: ServiceDesk Plus MSP 9202, ServiceDesk Plus 9228

Prerequisites:

To monitor PGSQL DB , do the following changes :

  • C:\ManageEngine\ServiceDesk\pgsql\data\postgresql.conf

Uncomment and update ip address :     listen_addresses = '172.22.168.171' 

  • C:\ManageEngine\ServiceDesk\pgsql\data\pg_hba.conf                            

 # IPv4 local connections:
                               #host    all   all     127.0.0.1/32   trust
                                 host    all   all       0.0.0.0/0        trust

  • Update the hostname/ipadress instead of localhost  in  <SDP_HOME>\ServiceDesk\server\default\deploy\postgres-ds.xml  file.

Steps to create a new monitor:

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

  • Specify the Display Name of the ServiceDesk Plus monitor.
  • Enter the HostName or IP Address of the host where ServiceDesk Plus is running.
  • Enter the Port where ServiceDesk Plus is running. By default, it will be 8080.
  • Enable the SSL is enabled option if SSL is enabled.
  • Specify the RestAPI Key of ServiceDesk Plus.
  • Check the Monitor Database checkbox to select the type of database.
  • Enter the DBHostname and the Database name.
  • Check the is SSL enabled option if SSL is enabled.
  • Specify the Database Port of ServiceDesk Plus.
  • Enter the username and password for accessing the database.
  • Enter the polling interval time in minutes.
  • 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.
  • Click Add Monitor(s). This discovers ServiceDesk Plus from the network and starts monitoring.


Use the AddMonitor API to add an ServiceDesk Plus Monitor

Syntax:

http://[Host]:[Port]/AppManager/xml/AddMonitor?apikey=[APIKEY]&type=[TYPE]&displayname=[DISPLAYNAME]&hostname=[HOST]&port=[PORT]&ssl=[TRUE/FALSE]&restapiKey=[RestAPIKey]&MonitorPGSQLDB=[MonitorPGSQLDB]&dbtype=[DBType]&DBHost=[DatabaseHost]&DBName=[DataBaseName]&DBPort=[DataBasePort]&DBUserName=[DataBaseUserName]&DBPassword=[DBPassword]&namedInstance=[IsNameInstance]&instance=[instance]


Request Parameter:
The parameters involved in the API request are described below. Also, refer the list of common Request Parameters.

FieldDescription
Hostname
The name or Ip address of the host where Servicedesk-Plus / SDP MSP is running.
Port
The Running Port of Servicedesk-Plus / SDP MSP.
SSL If Enabled  Specifies if SSL enabled for Servicedesk-Plus / SDP MSP.
restapiKey
To generate a new API key in ServiceDesk Plus, follow the steps given below:
  • Log in to ServiceDesk Plus.
  • Go to the Personalize tab available in the top pane.
  • Click API key Generation.You can either select the Never Expire option or specify the date of expiry:
  • If you select the Never Expire option, the key will be used in Applications Manager, until you generate a new key.
  • If you have set a date of expiry, you must manually update the new key in APM after that set time period for data collection to happen.
  • Click Generate.
    • Copy the API Key generated to use it in Applications Manager.
MonitorPGSQLDB Specify if you wish to monitor PGSQL Database with Yes/No. Displaying the respective tab in UI depends on this value. (Case Sensitive)
DBType The Database Type. Values can be pgsql or mssql. (Case Sensitive)
DBName, DBPort, DBUserName and DBPassword PostgresSQL database credentials.
SSLEnabled True if the SSL is enabled.

Sample Request

http://prod-server3:9090/AppManager/xml/AddMonitor?apikey=5b43655d12396a7917e5d5b036ced3aa&type=SDPMonitor&displayname=satya_sdp&hostname=satyavani-0618&port=8081&ssl=false&restapiKey=5B7ADE19-D4D7-4556-9F54-07FAF42D2C29&MonitorPGSQLDB=Yes&dbtype=[DBType]&DBHost=[DatabaseHost]&DBName=[DataBaseName]&DBPort=[DataBasePort]&DBUserName=[DataBaseUserName]&DBPassword=[DBPassword]&namedInstance=[IsNameInstance]&instance=[instance]

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 :

ParameterDescription
MAIL FETCHING DETAILS
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.
DATABASE DETAILS
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 DETAILS
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.
THREADS
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.)
MEMORY USAGE
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
CPU Usage (%) The percentage of CPU usage of the JVM.

 

PGSQL Statistics

ParameterDescription
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