Cannot connect to the ServiceDesk Plus MSP server

Problem

You cannot connect to the ServiceDesk Plus MSP server. The server-connectivity status, on the ServiceDesk Plus MSP Settings page on the Web console of RMM Central is 'Not Reachable'.

Cause

You cannot connect to the ServiceDesk Plus MSP server, because of one or many of the following reasons:

Server related issues:

• Incorrect details about server
• Lack of connectivity to the server because it has been shutdown

Network and Firewall related issues:

• Lack of network connectivity between the RMM Central server and the ServiceDesk Plus MSP server
• When a wrong product is selected while using HTTPS communication protocol
• When the requisite ports are blocked by the firewall

Resolution

You are required to identify the reason why you cannot connect to the ServiceDesk Plus MSP server and follow the relevant resolution from the list given below:

Checking the details of the ServiceDesk Plus MSP server

Ensure that the following details related to the server have been specified correctly:

• Name or IP address of the server
• Communication port numbers
• Communication protocol

RMM Central uses this information to connect to the ServiceDesk Plus MSP server. If you change any of the details mentioned above, make the change in the ServiceDesk Plus server settings section in the Web console of the RMM Central server.

Starting the ServiceDesk Plus MSP server

Start the ServiceDesk Plus MSP server service. Follow the steps given below:

1. Click start
2. Point to Programs>ManageEngine ServiceDesk Plus MSP
3. Click ServiceDesk Plus- MSP Server

You have started the server service. You can also refresh the ServiceDesk Plus MSP settings page on the web console of RMM Central.

Fixing network connectivity issues

In order to fix any network connectivity issues, you need to:  

• Ensure there is no network connectivity problems between the RMM Central and the ServiceDesk Plus MSP servers. 
• Be able to ping the SDP installed server from the machine where RMM Central is installed. 

Configuring Firewall Rules

Configure the firewall rules in the respective servers to open the correct inbound and outbound ports for hassle free communication. You need to configure firewall rules in the machine where RMM Central is installed and the machine where the SDP is installed. If your SDP MSP port's Telnet (of your RMM Central installed machine) fails, it may be due to specifying incorrect inbound or outbound ports. You need to open the SDP port and specify the correct inbound and outbound ports to ensure hassle-free communication.