Send Us Your ManageEngine ServiceDesk Plus Export
When we are troubleshooting an issue with your ManageEngine ServiceDesk Plus (SDP) archive, we will tell you exactly what we need and ask for only that - we don't want you to hand over your entire instance.
In most cases we ask for a structural or metadata export rather than a full dump of your SDP PostgreSQL database, so you do not need to run (or share) a full database backup.
What we'll ask for
We will specify the exact scope when we raise a request. This might be:
- Metadata / structure — the SDP schema (tables, columns, and relationships) so we can see how your instance is structured.
- Specific records — a bounded set of records or lookup/configuration data relevant to the issue.
- Attachments — only if the problem involves attachment data. If so, note the attachment password requirement below.
For the underlying processes for obtaining your data (on-premise vs cloud-hosted backups), see Getting Your ManageEngine ServiceDesk Plus Data.
Attachment password (if attachments are needed)
If we ask for attachments, this step cannot be skipped. Without the attachment password, we cannot open your attachments even though the database may contain them.
Attachments in SDP are stored directly in the database as encrypted archives rather than as separate files. 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. Check with whoever administers your SDP instance if you do not know it, so we are not stuck waiting on it later.
Sending the file
Once we've agreed what to send, if it is too large to attach to an email, 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.