Setup server
How to export software data in CSV format?
Steps to export Software data in CSV format 1. Login to ServiceDesk Plus/AssetExplorer. 2. Click on the Reports tab and then click on New Query Report button. 3. Copy and paste the following query and click Run Report. select swm.name "Scanned ...
SQL Backup and Restore
To take a backup of your database, do the following: Launch SQL Server Management Studio (SSMS) and connect to your SQL Server instance. Expand the Databases node from the left-pane aka Object Explorer. Right-click the database that you wish to ...
Certificate Extraction
Case - 1 : If you have a p7b certificate: 1. Double click on the cert and you should see the p7b cert opening in MMC console. In the MMC console, expand the certificate path and click on certificates in the left pane. Once done, you should see the ...
Step-by-step: SSL Installation
In ServiceDesk Plus, we use a keystore file to store the private key and this keystore file will be used by the web server to secure the connections. Below are the steps that needs to be followed to generate a keystore file and install the ...
How to perform a Telnet?
Telnet is an application that is used to connect to a remote host’s command line terminal interface. Network and system administrators use this application to administer network devices. Although telnet has become obsolete for remote administration ...
Step-by-step: E-Mail configuration for Outlook using POP/IMAP
The reason for configuring the mailbox in Outlook using POP/IMAP configuration is to validate connectivity and authentication settings. ServiceDesk Plus Application fetches emails from the inbox exactly as how an Email Client (Outlook) would fetch ...
How to Use nslookup command?
NSlookup is a command-line tool used for testing and troubleshooting DNS servers. It is one of most powerful and frequently used tools used by Systems and Network Engineers / Administrators. This document will help you use the basic of nslookup ...
How to apply fjar ?
Fjar file Fjar file is a jar file that might contain fix / workaround for the issue or might have some debug traces which will be needed by the development team for debugging purpose. How to apply ? 1. Download the .fjar file 2. ...
Delete Sync user by shifting to particular OU.
If the user needs to get deleted when the user is shifted to a particular OU in Active Directory. The advice is to change the permission of that particular OU, by denying the read access for the user who configured in the product for the particular ...
How to generate the support file
Logs are required to analyze and find the root cause of an issue. In ServiceDesk Plus, logs can be generated by technicians who have admin access. Logs can be generated from two locations, 1. Community (headset icon) tab > Troubleshoot > Support ...
How to install SSL certificate in AssetExplorer
SSL Installation Do you have a Wildcard or a Multi-domain certificate already running in your other servers and want to reinstall in on AssetExplorer server ?, then click here to find how to export SSL certificate using MMC. Do you already have a ...
How to configure SAML with Azure AD
This guide will help us configure SAML for users who want to use Azure AD as their IdP and also give you insights on a few issues that you might run into while configuring SAML in an Azure Environment. In an ideal environment, customers will have an ...
How to customize requester home page
Use case In the requester home page, each box should be a button and when clicked anywhere on the box they should be redirected to the respective Subcategories to select the Incident or Service Template or the Solutions. The first box should be with ...
How to get SAML tracer output for a SAML based login-attempt?
You can use your favourite SAML tracer browser plugin. Here we used SAML-tracer in a chromium-based browser. To provide us with SAML tracer output of SAML login attempt, please follow the steps below. 1. Go to SDP's login screen and click on SAML ...
How to Import PFX to User Machine
1. Double click the .pfx file which launches an import certificate wizard. 2. Click the Local Machine and click Next. 3. Check the file location of the certificate and press Next. 4. Enter the Password and enable “Mark this key as exportable” and ...
Auto select the domain name in the login page
Domains of a user can be auto filled during login. This can be achieved by searching for the domain names associated with the provided username in the login page. Say, username 'vembu' exists in only one domain 'Zoho'. So, when we enter the username ...
How to Configure SAML for Hybrid Azure AD in SDP
This article provides a workaround for older SDP builds (below 11200) alone that did not support EmailAddress as the NameID format. Moreover, this workaround is applicable only for environments that sync their On-Premise AD users to their Azure using ...
Apply certificate of your Exchange Server in SDP for mail fetching / mail sending
Steps to apply certificate of your Exchange Server in SDP 1. Download the file from the link given below and extract it to the Service Desk Plus Home directory ...
Get to know your Exchange Web Services URL ( Connect URL )
To use EWS for incoming ( or ) outgoing mail server settings, one needs to know the exact connect URL. Generally, the connect URL syntax will be like https://<your_server_name>/EWS/Exchange.asmx For Office365 users, the connect URL will be ...
Remote read only access to database for Postgres customers
Frequently customers want to connect some reporting / dashboard application like PowerBI or Tableau with our Postgres database server. By default, the bundled Postgres is configured to only listen to the local machine. We can configure to allow ...
Apply certificate for EWS mail configuration in SDP.
EWS protocol support is introduced in 10006 version of SDP ( Limited to windows servers ). User can configure EWS for both incoming and outgoing settings in SDP. To apply the certificate for EWS protocol in SDP, please follow the below steps ...
Collecting Environmental Variables Relating to Python in Linux/Windows/MacOSX
When setting up a python script in the customer's end, a major challenge is relating to the following: Is Python installed or not? If installed, are the required modules installed or not? Answering the above will help us in overcoming the doubt of ...
AntisamyNotificationSchedule - Move Notification Description as Attachment
Large content (>64k) in notificationtodescription table causes failure in backup/trimmed backup. The schedule's (AntisamyNotificationSchedule) job is to move large content from notificationtodesc table as attachment. Below is the file attached to ...
How to set computer password for a computer account created under a Child OU.
Creating computer account in Active Directory is one of the requirements of configuring Pass-through Authentication. As this computer account will be used for validating credentials with NetLogon services in DC. However, few customer environments do ...
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
How to setup Python on the Server
This article explains how to set up the ServiceDesk plus server to run python scripts. 1. The first step is to install python on the application server and you can download it from here . Any version above 3.4.1 should work fine. Start the setup and ...
How to connect to the AssetExplorer database?
To find the database connected to your installation, open Command Prompt with elevated permission, navigate to [AE-Home]\bin directory and invoke the batch file 'changeDBServer.bat'. [AE-Home] is Drive:\ManageEngine\AssetExplorer\ directory. ...
Enabling Read Committed Snapshot Isolation in MS SQL server
In MS SQL environments enabling 'Read committed Snapshot isolation (RCSI)' is the first step in handling application performance and crash issues. What is RCSI? Since databases handle multiple transactions in parallel, there has to be a mechanism to ...
How to find your current ServiceDesk version running
Build version can be checked by clicking on the Help(?) -> About link in the application interface [OR] From buildInfo.xml file under [SDP-Home]/server/default/conf directory.
How to build a test environment for ServiceDesk Plus
Building a test environment is very helpful while upgrading ServiceDesk Plus. When you are planning to upgrade ServiceDesk Plus to the latest version, it is highly advisable to try the upgrade on the test environment first so that you will be ...
How to access Solutions without logging into ServiceDesk Plus
Users can check out solutions without having to log into the ServiceDesk application. This option can be enabled from the self-service portal settings under Admin -> Self-service portal settings -> Allow Non-login users to view solutions Now ...
How to run ServiceDesk from command prompt?
Open a command prompt window in the elevated mode (run as administrator) and change directory to cmd> [SDP-Home]\bin [SDP-Home] here, is assumed to be ServiceDesk home directory (\ManageEngine\Servicedesk\bin) Start the server from the ...
How to Export SSL certificate using MMC?
When an SSL certificate is already installed on a Windows server, you may want to reinstall it on ServiceDesk Plus server. This may be required when you have a Wildcard or a Multi-domain certificate, and the subdomains or different domains are hosted ...
SSL Installation using .PFX (PKCS12 Type Certificates)
Please follow the steps given below to use the .pfx file with ServiceDesk Plus to set up SSL. 1. Stop ManageEngine ServiceDesk Plus service. 2. Copy the .pfx file to the conf folder For environments running version 9.3 and below will find the conf ...
SSL Installation
Do you have a Wildcard or a Multi-domain certificate already running in your other servers and want to reinstall in on ServiceDesk Plus server ?, then click here to find how to export SSL certificate using MMC. Do you already have a .PFX certificate ...
How to reset Request ID sequence?
Connect to the database and execute the below query to reset the RequestID sequence. Steps here to connect to the database. Query for PostgreSQL database To Reset the request id: insert into ...
How to find the MSSQL Lock on the database directly?
Connect to the MSSQL database and open the query editor for service desk database(any database should work) 1. Execute the query sp_who2 2. Above command will show the list of database query process which is currently in execution that causes the ...
How to apply renewed license when the existing one expires
The steps have to be carried out from ServiceDesk installed server, Go to Services.msc and stop the ManageEngine ServiceDesk Plus Service, after which open the command prompt with Admin privileges (Run it as Administrator) and point to the bin ...
How to configuring Pass-Through Authentication ( SSO) in ServiceDesk Plus ?
Note: If the login page is customized, Pass-Through authentication will not work as it can't make use of the session variables set in login.jsp file The following instructions will help you to configure Pass-through authentication under Admin – ...
How to start ServiceDesk Plus on a single IP address/IP Binding
For customers running version 9.3 and below. 1. Goto Drive:\ManageEngine\ServiceDesk\server\default\conf\TrayIconInfo.xml and add "ipToBind" parameter to the following line: <SDP-PROPERTIES RequestScheme="http" WebPort="8080"/> Now the line would ...
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