ManageEngine ServiceDesk Plus is a web-based Help Desk and Asset Management Software. It offers an integrated package with Incident management (Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal and Knowledge Base. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime.
Applications Manager provides you with critical information (like CPU and memory usage, thread count, mail fetch and database details) essential to track the performance of ServiceDesk Plus. Get instant notifications when there are performance issues. Become aware of performance bottlenecks and take quick remedial actions before your end users experience issues.
Below is the version compatibility of Applications Manager with ServiceDesk Plus (SDP):
| SDP Version to be monitored | Compatible Applications Manager Version |
|---|---|
| 13003 and above | 16110 and above |
| 13002 and below | 16100 and below |
Supported versions: ServiceDesk Plus MSP 9202, ServiceDesk Plus 9228
Prerequisites to monitor ServiceDesk Plus monitor: Click here
Using the REST API to add a new ServiceDesk Plus monitor: Click here
To create an ServiceDesk Plus Monitor, follow the steps given below:
Go to the Monitors Category View by clicking the Monitors tab. Click on ServiceDesk Plus under the Web Server/ Services Table. Displayed is the ServiceDesk Plus bulk configuration view distributed into three tabs:
List of metrics captured during data collection :
| Parameter | Description |
|---|---|
| MAIL FETCHING DETAILS | |
| Portal | Name of the portal. |
| Mail Fetching Status | The fetching status for incoming and outgoing mail in SeviceDesk Plus. The possible values are:
|
| Task Performed By | This specifies if the task is performed by a user or by the admin. The possible values are:
|
| Last Mail Fetch Run status | The fetching status of the last mail in SeviceDesk Plus. The possible values are:
|
| Mail Fetch Error Message | The relevant error message of the failed mail fetch run. |
| DATABASE DETAILS | |
| DB Connection Status | The status of the connection between SeviceDesk Plus and the database. The possible values are:
|
| DB Connection Status Message | The relevant error message of the failed database connection run. |
| BACKUP SCHEDULING DETAILS | |
| Backup Scheduling Status | The status of the scheduled backup. The possible values are:
|
| Successful Backup taken at | The time when the last successful backup was performed. |
| No.of Days since Backup taken | The number of days since successful backup was performed. |
| Last Backup Status | The status of the Last Backup Scheduled. The possible values are:
|
| Last Backup Scheduled Time | The time for which the last backup was scheduled. |
| Backup Scheduling Error Message | The relevant error message of the a failed scheduled backup process. |
| THREADS | |
| Total Thread Count | The total number of threads created and started since the JVM started. |
| Thread Count | The current number of live threads . |
| Blocked Thread Count | Thread State - The number of threads blocked waiting for a monitor lock. |
| Deadlock Thread Count | The number of threads that are blocked in the JVM. (A deadlock is a state where two, or more, threads are blocked waiting for the other blocked waiting thread (or threads) to finish; thus none of the threads will ever complete.) |
| MEMORY USAGE | |
| Type | The type of memory. The possible values are:
|
| Max Memory (MB) | The maximum allocated memory in MB. |
| Used Memory (MB) | The space that is currently occupied by Java objects. |
| Free Memory (MB) | The total free memory available to the JVM for new objects. |
| Used Memory (%) | The percentage of used memory by the JVM. |
| Free Memory (%) | The percentage of free memory not being used by the JVM. |
| CPU USAGE | |
| CPU Usage (%) | The percentage of CPU usage of the JVM. |
| Parameter | Description |
|---|---|
| Connection Statistics | |
| Active Connections | Number of currently active connections to the database |
| Lock Statistics | |
| Locks Held | Number of locks held by the indicated session |
| Locks Wait | Number of locks waiting in the database |
| Buffer Statistics | |
| Buffer Hits/min | Total buffer hits (i.e., block read requests avoided by finding the block already in buffer cache) per minute |
| Block Reads/Min | Total disk blocks read per minute |
| Cache Hit Ratio | The current ratio of buffer cache hits to total requests |
| Disk Usage Details | |
| Disk Usage | Size of the on-disk representation of all tables in the database in MB |
| Index Scan Ratio | The current ratio of index scans to total scans(index scan+sque scan) |
| Transaction Details | |
| Total Commits | Total transactions committed |
| Total Rollbacks | Total transactions rolled back |
| Commits/Min | Total transactions committed per minute |
| Rollbacks/Min | Total transactions rolled back per minute |
| Primary Database Object Statistics | |
| Size of the Largest Table | Size of the largest table in the database server |
| Largest Table(s) | Largest table in the database server |
| Database Details | |
| Database Name | Name of the database |
| DB Size | Size of the database |
| Long Running Query Details | |
| Database Name | Name of the database where the Query is running for longer time. |
| Username | Username of the database |
| Runtime | Time for how long the query ran. |
| Query | Query that is running for longer time in the database.(more than 2 mins) |
| Top 50 Table Row Details | |
| Tablename | Name of the table |
| No.of Rows | Total no.of rows in the table |
| Table size | Size of the Table |
