Inventory method when another UEM product exists

Inventory method when another UEM product exists

When the user is using another ManageEngine Product that belongs to the UEM Family, they would have already deployed the UEM Agent, that we had now bundled with ServiceDesk Plus. With that being said, this KB deals with 3 cases - 1. The customer would like to upgrade to 11300 but has another UEM product ; 2. The customer has already upgraded to 11300 and needs assistance with Asset Inventory and 3. The customer has tried out an UEM Product but is not having an active subscription.

1. The customer would like to upgrade to 11300 but has another UEM product:

1. Before upgrading the application, run a report with the below query to determine if any of the UEM Products is installed. 

select softwarelist.softwarename, softwareinfo.workstationid, systeminfo.workstationname from softwareinfo inner join softwarelist on softwareinfo.softwareid = softwarelist.softwareid inner join systeminfo on softwareinfo.workstationid = systeminfo.workstationid  where softwarelist.softwarename like  'ManageEngine%Remote%' or softwarelist.softwarename like 'ManageEngine%Patch%' or softwarelist.softwarename like 'ManageEngine%Device Control%' or softwarelist.softwarename like 'ManageEngine%Vulnerability Manager%' or softwarelist.softwarename like 'ManageEngine%UEMS%'

2. Now that another UEM product is installed, we wll not be able to install the new SDP Agent (which is in fact the UEM Agent). So in this case, we have 2 methods that can be followed to inventory the assets till the team comes up with a solution for this.

i. Uninstall AE/SDP agent and use script scan
ii. The entire scanning functionality has to be moved to Central Server - Remote Server Model.

3. Uninstall AE/SDP agent and use script scan - Download the ae_scanvbs script file from the application and configure it as a start up script in all your workstations. The old AE agents would not work with latest builds and so they need to be uninstalled from the client machine to prevent unwanted problems. The disadvantage with this approach is that if a client machine is not connected to the network at boot, the data will not be pushed to the AE/SDP server.

4. The entire scanning functionality has to be moved to Central Server - Remote Server Model. - To achieve this model, you can install ManageEngine AssetExplorer application in your end and configure the same to act as the remote server. The steps that needs to be followed are listed below in the chronological order.

i. Install AssetExplorer 6806

ii. Once installed, reach out to us to get a remote server license for the specific installation. 

iii. Now that you have a fully functional AssetExplorer Application, you will have to configure the application as a remote server. Navigate to Admin --> Distributed Asset Scan --> Central Server Settings and configure ServiceDesk Plus server information like server name, port in which ServiceDesk Plus is running, API Key for authentication and protocol. 

iv. Once the central server is configured, the Asset Explorer application is ready to push data to Central Server, provided there is connectivity between the 2 servers. 

v. The next step would be to configure the Agents installed on the client machines to report to the remote AE Server that you have been configuring and stop them from reporting to the Central Server. To do this, we will have to update the Server Information in the deployed Agent's configuration. To do this, we will make use of a VBS script file named agentconfiguration.vbs. Please navigate to Admin --> Windows Agent Configuration and check out the section "How to change the configurations in all agents after they are deployed?" to get to know how to update the Agent's configuration. Following the same set of steps, you will have to update the Server Name, IP Address, Port and Protocol with the remote AE Server info. 

vi. Once the agents are updated, the agents are going to start reporting back to the remote server and will not longer push data to ServiceDesk Plus. 

vii. Now, we will have to make changes in ServiceDesk Plus front to make sure the application is ready to accept the data from this remote server installation. Connect to ServiceDesk Plus DB and execute the below queries one by one. 

update GlobalConfig set PARAMVALUE = 6806 where PARAMETER = 'REMOTESERVER_BUILD';
update globalconfig set paramvalue = 'true' where parameter = 'OLD_SCAN_ENABLED';

viii. Now, navigate to Admin --> Scan Settings in the central server i.e the ServiceDesk Plus application and disable the option 'Stop uploading scanned XMLs via non-login URL'. Then you have set up the central server to accept the data pushed by the remote AE Server. The AE Server would push the data to ServiceDesk Plus server and keep it updated. 

5. The data on the remote server would be pushed to central server. 

6. Now, you can proceed with upgrading ServiceDesk Plus, after choosing one of the two methods explained above. Once upgraded, you don't have to deploy the upgraded UEM Agent but will still be able to scan the devices to have an updated information

Note: You will have to upgrade the remote server - AssetExplorer application if you have 6805 setup as the remote server.


2. The customer has already upgraded to 11300 and needs assistance with Asset Inventory.

1. Considering there is an UEM product installed and it's agents are already deployed, we will not be able to install the new SDP Agent (which is in fact the UEM Agent). So in this case, we have 2 methods that can be followed to inventory the assets till the team comes up with a solution for this.

i. Uninstall AE/SDP agent and use script scan
ii. The entire scanning functionality has to be moved to Central Server - Remote Server Model.

2. Uninstall AE/SDP agent and use script scan - Download the ae_scanvbs script file from the application and configure it as a start up script in all your workstations. The old AE agents would not work with latest builds and so they need to be uninstalled from the client machine to prevent unwanted problems. The disadvantage with this approach is that if a client machine is not connected to the network at boot, the data will not be pushed to the AE/SDP server.

3. The entire scanning functionality has to be moved to Central Server - Remote Server Model. - To achieve this model, you can install ManageEngine AssetExplorer application in your end and configure the same to act as the remote server. The steps that needs to be followed are listed below in the chronological order.

i. Install AssetExplorer 6806

ii. Once installed, reach out to us to get a remote server license for the specific installation. 

iii. Now that you have a fully functional AssetExplorer Application, you will have to configure the application as a remote server. Navigate to Admin --> Distributed Asset Scan --> Central Server Settings and configure ServiceDesk Plus server information like server name, port in which ServiceDesk Plus is running, API Key for authentication and protocol. 

iv. Once the central server is configured, the Asset Explorer application is ready to push data to Central Server, provided there is connectivity between the 2 servers. 

v. The next step would be to configure the Agents installed on the client machines to report to the remote AE Server that you have been configuring and stop them from reporting to the Central Server. To do this, we will have to update the Server Information in the deployed Agent's configuration. To do this, we will make use of a VBS script file named agentconfiguration.vbs. Please navigate to Admin --> Windows Agent Configuration and check out the section "How to change the configurations in all agents after they are deployed?" to get to know how to update the Agent's configuration. Following the same set of steps, you will have to update the Server Name, IP Address, Port and Protocol with the remote AE Server info. 

vi. Once the agents are updated, the agents are going to start reporting back to the remote server and will not longer push data to ServiceDesk Plus. 

vii. Now, we will have to make changes in ServiceDesk Plus front to make sure the application is ready to accept the data from this remote server installation. Connect to ServiceDesk Plus DB and execute the below query. 

update GlobalConfig set PARAMVALUE = 6806 where PARAMETER = 'REMOTESERVER_BUILD';
update globalconfig set paramvalue = 'true' where parameter = 'OLD_SCAN_ENABLED';

viii. Now, navigate to Admin --> Scan Settings in the central server i.e the ServiceDesk Plus application and disable the option 'Stop uploading scanned XMLs via non-login URL'. Then you have set up the central server to accept the data pushed by the remote AE Server. The AE Server would push the data to ServiceDesk Plus server and keep it updated. 

4. The data on the remote server would be pushed to central server. 

3. The customer has tried out an UEM Product but is not having an active subscription.

1. During the upgrade to 11300/6900 a pop-up is displayed indicating the presence of another UEM Product. But the customer can choose to proceed with the upgrade to 11300/6900. In such cases, we will update a DB entry indicating the presence of other UEM products. In the scenario where the customer chooses to proceed with the upgrade, there are going to be cases where the customer might have tried out any of the UEM Product or they might have been using it in the past and not currently. To get an idea on such cases, run a report with the below query to determine if any of the UEM Products is installed. 

select softwarelist.softwarename, softwareinfo.workstationid, systeminfo.workstationname from softwareinfo inner join softwarelist on softwareinfo.softwareid = softwarelist.softwareid inner join systeminfo on softwareinfo.workstationid = systeminfo.workstationid  where softwarelist.softwarename like  'ManageEngine%Remote%' or softwarelist.softwarename like 'ManageEngine%Patch%' or softwarelist.softwarename like 'ManageEngine%Device Control%' or softwarelist.softwarename like 'ManageEngine%Vulnerability Manager%' or softwarelist.softwarename like 'ManageEngine%UEMS%'

2. The report's output would display the list of machines that have any of the UEM Product/ the UEM Agent installed. If the report's output has a very less number of assets in this case, we will have to check if they have been using any of the UEM products in the past or if they had tried it out. We also need to check if the customer is okay with uninstalling the  UEM Product/ the UEM Agent from those machines displayed in the report output. The consent for uninstalling the  UEM Product/ the UEM Agent needs to be obtained before proceeding to the next step. 

3. Once and if the customer agrees to uninstall the existing  UEM Product/ the UEM Agent form those machines, advice the customer to remove the UEM Product / the UEM Agent first and then run the below query on ServiceDesk Plus DB. Connect to ServiceDesk Plus DB and execute the below query. 

update globalconfig set paramvalue = 'false' where parameter = 'IS_OTHER_DC_PRODUCTS_IDENTIFIED';

4. After the query is executed, restart the application services. The customer can then download and install DC and deploy the agents to all the supported devices by following the standard steps. 


Note: The above steps are outlined with ServiceDesk Plus as an example. When it comes to AssetExplorer, the steps are all the same, but the customer would already have AssetExplorer Installed. In this scenario, we can either ask the customer to upgrade to 6806 and continue to follow the old scan mechanism or we can ask the customer to upgrade to 6900 and ask them to setup another probe server to inventory the assets using the probe server using the same logic explained above. 

          • Related Articles

          • Uninstalling agent 1.0.28

            There is a known issue with the uninstalling of agent version 1.0.28 The issue occurs if you try to uninstall the given version from Agent Installed list view post SDP 9420 and AE 6205. How to confirm the issue: 1. Go to Assets > Agent Installed. 2. ...
          • How to uninstall agent from the client machines

            The attached one here will uninstall the agent from the client machine. Note:- Rename it as uninstallagent.vbs
          • List of workstations without agent installed.

            SELECT MAX(workstation.WORKSTATIONNAME) "Workstation Name", MAX(net.IPADDRESS) "IP Address", MAX(aaov.NAME) "Site", MAX(aaaUser.FIRST_NAME) "User", MAX(workstation.LOGGEDUSER) "Last Logged In User", LONGTODATE(MAX(LASTSUCCESSAUDIT.AUDITTIME)) "Last ...
          • How to migrate ServiceDesk Plus from one server to another

            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, ...
          • Create request from one Servicedesk Plus instance to another - Deluge

            Use Case: There are scenarios where two ServiceDesk plus instances are used in an organization for different departments and requests created in one instance must be duplicated in another. This script will help fulfill this requirement. We provide ...