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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.

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​

warning

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.

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 addressand 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 installedand 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-textand 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 attachments(including AES-128-CBC encrypted attachments)
  • Worklogs — view time entriesand notes associated with records
  • Relationships — navigate related records
  • Database Inspector — diagnostic tools for troubleshootingand inspectingthe ManageEngine database schema

Troubleshooting​

If you encounter connection errors:

  • Verify the PostgreSQL server is runningand 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

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.