Getting Your Manage Engine ServiceDesk Plus Data
ManageEngine ServiceDesk Plus (SDP) stores its data in a PostgreSQL database. How you get a copy depends on whether your instance is on-premise or ManageEngine's cloud-hosted (SaaS) offering.
On-premise
If you manage your own SDP server, you can take a standard backup of the PostgreSQL database directly.
pg_dump -U <db_user> -h <source_host> -F c -b -v -f sdp.dump <database_name>
Provide us with the resulting dump file, or restore it yourself and send us the connection details.
Cloud-hosted (SaaS)
If your instance is hosted by ManageEngine, contact ManageEngine support to request a full backup of your ServiceDesk Plus database. Confirm you want the underlying PostgreSQL database itself, not a report or CSV export of individual modules.
Attachments
This step cannot be skipped. Without the attachment password, we cannot open your attachments even though the database backup contains them.
Attachments in SDP are stored directly in the database as encrypted archives rather than as separate files. A full database backup includes them, but Cortex needs the archive password to extract the original file contents.
Send us the attachment password separately from the database file - never in the same email or file share - as soon as you send your export. If you do not know the password, check with whoever administers your SDP instance before sending your export, so we are not stuck waiting on it later.
Sending the File
If your export is too large to send as an email attachment, we can work with a OneDrive or Google Drive link, or we recommend Our Box Drive. Contact us if you need to arrange a more secure transfer method.