Custom Truststore 

ServiceDesk Plus MSP adopts custom trust store to support untrusted SSL certificates and self-signed certificates. 

Earlier, whenever ServiceDesk Plus MSP tries to connect with an external server, the authenticity of the server will be validated using the certificate stored in the default truststore (cacerts) and if the certificate is not authorized, the connection will not be established. Now with custom truststore, if the certificate is not authorized, the administrator can proceed to trust the certificate and establish connection. 

How Does Custom Truststore Work 

While connecting ServiceDesk Plus MSP with an external server, the application triggers a warning as shown in the below screenshot if the certificate is not authorized.

Warning Message in Analytics Plus

• The administrator can proceed to trust the certificate. Then, ServiceDesk Plus MSP will create a custom truststore and store the security certificate provided by the server.

• After storing the certificate in the custom truststore, the authenticity of the external server is verified and connection is established.

If an external server certificate is changed, the truststore should be updated in order to avoid PKIX-Path-Build connection failure.

If the details used for establishing connection is modified after creating the custom truststore, the certificate stored in the custom truststore will be removed and the authenticity will be verified again.