How to monitor ManageEngine Service Desk Plus(SDP) On-Prem performance under ManageEngine Applications Manager?

ManageEngine Service Desk Plus(SDP) is built with Java, hence we can monitor it using APM Insight Java Agent to measure it's performance.

Setting up APM Insight Java Agent

Manual Setup

Automated Setup

Manual Setup

Follow the below steps to download and set up the Java agent manually.

Note: All the below mentioned steps refer to the ManageEngine Applications Manager to which the monitoring data is to be sent.

1. Download the appropriate APM Insight Java Agent (apminsight-javaagent.zip) file.

2. Extract the downloaded file (apminsight-javaagent.zip) in the server where the Service Desk Plus(SDP) is installed. (e.g. C:\Program Files\ManageEngine\APMJavaAgent)

3. From the extracted files, open a file named "apminsight.conf".

Update the URL of the Applications Manager (to which the monitoring data is to be sent) in the key "apm.host"

e.g. apm.host=https://apmhost1:8443

Update the license key of the Applications Manager (to which the monitoring data is to be sent) in the key "license.key"

e.g. license.key=APMI_95ef70db7c637dd75f1b922bd7c9725d1ab59785987a35328af380447bf81e3f
To fetch the license key: Applications Manager UI > "APM" tab > "Add New Monitor" > Copy the license key present in the page

Provide a name for this application in the key "application.name". This will be used as the display name.

e.g. application.name=SDP

Save and close the "apminsight.conf" file.
Restart the ManageEngine Service Desk Plus(SDP) server after these changes.

Example:

Automated Setup

Follow the guided installation steps to download and set up the Java agent automatically.

Once the above steps are completed, we need to map this agent to the Service Desk Plus(SDP), which you want to monitor. Please follow the steps below, based on the installation type:

Service Desk Plus(SDP) - Service Startup

Windows Installation

1. Navigate to <ServiceDesk_Home>\conf folder. Open wrapper.conf file in a text editor.

2. Add the java agent property to the conf file, under the key wrapper.java.additional.<argument_number>, as mentioned below. Ensure that the <argument_number> is unique, and doesn't exist already in the conf file.

wrapper.java.additional.50=-javaagent:"<agent_directory_full_path>/apminsight-javaagent.jar"

Note: Replace <agent_directory_full_path> with the full directory path where the APM Insight agent is installed.

Service Desk Plus(SDP) - Non-Service Startup

Windows installations

Linux Installations

Windows installations

1. Navigate to the <ServiceDesk_Home> folder. Open run.bat file in a text editor.

2. Search for the "com.adventnet.me.servicedesk.start.SDPStarter" line, and add the following entry on above.

set JAVA_OPTS="%JAVA_OPTS% -javaagent:<agent_directory_full_path>\apminsight-javaagent.jar"

Notes: Replace <agent_directory_full_path> with the full directory path where the APM Insight agent is installed.

Linux Installations

1. Navigate to the <ServiceDesk_Home> folder. Open run.sh file in a text editor.

2. Search for the "com.adventnet.me.servicedesk.start.SDPStarter" line, and add the following entry on above .

export JAVA_OPTS="$JAVA_OPTS -javaagent:<agent_directory_full_path>\apminsight-javaagent.jar"

Notes: Replace <agent_directory_full_path> with the full directory path where the APM Insight agent is installed.