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Version: 3.2

Getting Your ManageEngine 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. This page covers both getting the data and connecting it to Cortex.

Getting your data​

On-premise​

If you manage your own SDP server, you can take a standard backup of the PostgreSQL database directly, if you want to move the SDP database to a new location for use with Cortex. Or, alternatively, you can connect Cortex directly to the in-place SDP PostgreSQL database via Cortex, by entering the appropriate connection string.

pg_dump -U <db_user> -h <source_host> -F c -b -v -f sdp.dump <database_name>

If you are moving the database to a new location, you will also need the attachment files - see Attachments below.

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, and ask for the stored attachment files as well - a database backup holds only attachment metadata (see Attachments below).

Attachments​

warning

A database backup on its own is not enough. ServiceDesk Plus stores attachment metadata in the database but the attachment files themselves on disk, so Cortex also needs a copy of the SDP FileAttachments folder.

ServiceDesk Plus splits attachments across two places:

  • Attachment metadata - file name, size, content type, upload date, and the record each file belongs to - is stored in the PostgreSQL database, in the sdeskattachment table. That table holds no file content.
  • The attachment files themselves are stored on the SDP server's disk, under the FileAttachments folder in the SDP installation directory. The database records only a relative path to each file.

Because the database holds metadata only, a pg_dump or a cloud database backup has only the attachment list but not the files.

  1. Take the database backup described above.
  2. Copy the whole FileAttachments folder from the SDP server. It sits in the SDP installation directory by default (C:\Program Files\ManageEngine\ServiceDesk\FileAttachments); if it has been moved, use the folder path configured in ServiceDesk Plus.

If Cortex is not installed on your SDP server, the FileAttachments folder must be copied onto the Cortex server so Cortex can read it.

Password-protected attachments​

If your SDP instance has Enable password protection for all file attachments switched on, every stored file is a password-protected ZIP archive and Cortex needs that password to open the original file.

Set the password in Cortex on the ManageEngine data source, in the Attachment Encryption Password field.

  • With the password configured, Cortex decrypts attachments as they are served, so users can preview and download the original files.
  • Without it, Cortex still lists the attachments and serves the encrypted archives as .zip downloads, which users can extract manually if they know the password.

Where Cortex reads attachment files from​

Cortex reads attachment files from the FileAttachments folder in the default ManageEngine install location on the server it runs on. If Cortex is not installed on your SDP server, copy the FileAttachments folder to C:\Program Files\ManageEngine\ServiceDesk\FileAttachments on the Cortex server.

Connection String​

When configuring a ManageEngine data source in Cortex, use the following connection string format:

engine=postgres;server=server-hostname,5432;uid=username;password=the-password;database=servicedesk

The ManageEngine data source type automatically sets the engine=postgres option. The key fields are:

  • server — the hostname or IP address and port of your PostgreSQL server
  • uid — the PostgreSQL username
  • password — the password for that user
  • database — the name of the ManageEngine database

Prerequisites​

  • ManageEngine ServiceDesk Plus installed and running
  • PostgreSQL database (the database ManageEngine stores its data in)
  • A SQL login with read-only access to the ManageEngine database

What Cortex Can Do With ManageEngine Data​

Once connected, Cortex provides:

  • Browse — navigate records by major object categories (Requests, Changes, Problems, etc.) and lookup tables
  • Search — full-text and filtered search across ManageEngine records
  • Record forms — native record detail view with two-column layout, status and priority badges
  • Saved searches — browse and run saved searches from the source system
  • Attachments — view and download attachment files stored on the SDP server, including password-protected attachments once the attachment password is configured
  • Worklogs — view time entries and notes associated with records
  • Relationships — navigate related records
  • Database Inspector — diagnostic tools for troubleshooting and inspecting the ManageEngine database schema

Troubleshooting​

If you encounter connection errors:

  • Verify the PostgreSQL server is running and accessible from the Cortex server
  • Confirm the login credentials are correct
  • Check that the database user has db_datareader (or equivalent SELECT) permissions on the ManageEngine database
  • See Troubleshooting for more help