ManageEngine ServiceDesk Plus is an open source help desk and Enterprise IT Management Software division of ZOHO Corporation that simplifies IT management with affordable software that offers the powerful features the largest of enterprises demand.
This software provides an integrated platform where users of any organization can generate their request for IT resources. You can easily keep track on an organization’s IT requirements and assign duties more efficiently using ManageEngine ServiceDesk Plus.
IT asset management and IT are two operational parts of this tool. ServiceDesk Plus helps the Linux administrator deliver world-class service to end users with reduced costs and complexity.
ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. ManageEngine ServiceDesk Plus used to create projects, manage resources, track progress and integrate IT projects with requests and changes to fine-tune the overall IT service delivery.
ServiceDesk Features
ManageEngine ServiceDesk Plus provides a lot of features, some of the are listed below:
- Flexible ticket management with multi channel support
- Self Service Portal with automated password reset tool
- Service Level Agreements
- Mobile support with native iPhone, iPad, and Android apps
- Flexible out-of-the-box integration with 3rd party apps
- Easy & effective asset management
- Incident management, problem management, change magmt & CMDB
- Customised help desk reports
This tutorial helps you overcome the initial hiccups of installing ServiceDesk Plus successfully and starting ServiceDesk Plus as a service on an Ubuntu-14.04 server.
Requirements
A server running Ubuntu-14.04.
A static IP Address for your server.
A non-root user account with sudo privilege set up on your server.
Download ServiceDesk Plus
First you will need to download the ServiceDesk Plus package for Linux.
If you wish to download it using ‘wget’ command then run the command as shown below.
wget https://download.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_64bit.bin
You should see the following output:
--2016-05-13 07:09:24-- https://download.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_64bit.bin
Resolving download.manageengine.com (download.manageengine.com)... 117.20.43.139, 117.20.43.121, 117.20.43.33, ...
Connecting to download.manageengine.com (download.manageengine.com)|117.20.43.139|:443... connected.
HTTP request sent, awaiting response... 200 OK
Length: 145159714 (138M) [application/octet-stream]
Saving to: ‘ManageEngine_ServiceDesk_Plus_64bit.bin’
100%[==========================================================================================================>] 14,51,59,714 475KB/s in 5m 4s
2016-05-13 07:14:29 (466 KB/s) - ‘ManageEngine_ServiceDesk_Plus_64bit.bin’ saved [145159714/145159714]
Install ServiceDesk Plus
First, you will need to assign the executable permission to the downloaded .bin file before installing.
You can do this by entering the command below via your command prompt.
sudo chmod +x ManageEngine_ServiceDesk_Plus_64bit.bin
Now execute the .bin file to start the installation wizard and follow the instructions to proceed to the Next step as shown below.
sudo ./ManageEngine_ServiceDesk_Plus_64bit.bin -console
You should see the installation wizard as below:
Starting Installation
InstallShield Wizard
Initializing InstallShield Wizard...
Searching for Java(tm) Virtual Machine...
.
Preparing Java(tm) Virtual Machine...
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Welcome to the InstallShield Wizard for ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a browser-based, easy-to-use, help desk and
asset tracking software that improves the productivity and efficiency of your
help desk, while also lowering IT costs and administrative expenses. It
automates help desk and service processes, enabling your staff, even if it's
just you, to be more efficient.
The InstallShield Wizard will install ManageEngine ServiceDesk Plus on your
computer. To continue, click Next.
Press 1 for Next, 3 to Cancel or 4 to Redisplay [1]
License Agreement
Read the license agreement or type ‘q’ to guit and then choose the option 1 to accept the license agreement.
Loading License Agreement....
Software License Agreement
This License Agreement details the policy for license of ManageEngine
ServiceDesk Plus ("Licensed Software") on the following topics:
* Evaluation License
* Commercial License
* Technical Support
Please read the following license carefully, before either (i) completing the
electronic order or download of the Licensed Software from an authorised
website, or (ii) installing the Licensed Software from media that was delivered
after being ordered by alternative order process, as applicable. You
acknowledge that you have read this License Agreement, have understood it, and
agree to be bound by its terms. If you do not agree to the terms and conditions
of this Agreement, either (i) exit the web site page without continuing the
ordering process, or (ii) return the provided unused media and documentation
within thirty (30) days from the date of shipment of the Licensed Software for
Press ENTER to read the text [Type q to quit] q
Please choose from the following options:
[ ] 1 - I accept the terms of the license agreement.
[X] 2 - I do not accept the terms of the license agreement.
To select an item enter its number, or 0 when you are finished: [0] 1
Technical Support
If you wish to add your information to the technical support from ManageEngine then add your details here.
Enter 0 to continue or 1 to make another selection: [0] 0
Press 1 for Next, 2 for Previous, 3 to Cancel or 4 to Redisplay [1] 1
Registration for Technical Support (OPTIONAL)
Name [] Hitesh Jethva
E-mail Id [] hitjethva@gmail.com
Phone [] +917405745610
Company Name [] Hostpresto
Select Country
Choose from the available options and update your country number as shown below:
.
.
.
[ ] 179 - Uganda
[ ] 180 - Ukraine
[ ] 181 - Uruguay
[ ] 182 - Uzbekistan
[ ] 183 - Venezuela
[ ] 184 - Vietnam
[ ] 185 - Yemen
[ ] 186 - Yugoslavia
[ ] 187 - Zambia
[ ] 188 - Zimbabwe
[ ] 189 - United Kingdom
Select Edition
You can choose from the three available editions. Here, select the First Enterprise Edition.
To select an item enter its number, or 0 when you are finished: [0] 189
Enter 0 to continue or 1 to make another selection: [0] 0
Press 1 for Next, 2 for Previous, 3 to Cancel or 4 to Redisplay [1] 1
Select the Edition
[X] 1 - Enterprise Edition
Helpdesk with Knowledge base, SLA, Asset and Software License Management,
Project Management , Service Catalog and ITIL compliant Problem and
Change Management. The Trial version will allow 5 technician login with
200 nodes.
[ ] 2 - Standard Edition
HelpDesk with Knowledge base and SLA. 'Project Management' add-on
available during trial period.
[ ] 3 - Professional Edition
Helpdesk with Knowledge base, SLA, Asset and Software License Management.
'Project Management' add-on available during trial period.
To select an item enter its number, or 0 when you are finished: [0] 1
Installation Location
Here you need to specify a directory or press enter to accept the default directory. Here, choose /opt directory for the installation location.
Enter 0 to continue or 1 to make another selection: [0] 0
Press 1 for Next, 2 for Previous, 3 to Cancel or 4 to Redisplay [1] 1
ManageEngine ServiceDesk Plus Install Location
Please specify a directory or press Enter to accept the default directory.
Directory Name: [/root/ManageEngine/ServiceDesk] /opt/
Press 1 for Next, 2 for Previous, 3 to Cancel or 4 to Redisplay [1] 1
Enter the Web Server Port Number [8080] 8089
ManageEngine ServiceDesk Plus occupies port 8443 to run the Web server. If you
want to run it on a different port, specify the same here.
Press 1 for Next, 2 for Previous, 3 to Cancel or 4 to Redisplay [1] 1
Installation Details
The system will start preparing the summary of your selected components and then start installing on your server. This may take a few minutes, so wait for its completion.
Enabling Components ...
Preparing Summary ...
Details of Installation
Installation Directory : /opt/. Product Size : 400.1MB.
Press 1 for Next, 2 for Previous, 3 to Cancel or 4 to Redisplay [1] 1
Installing ManageEngine ServiceDesk Plus. Please wait...
0 % complete
10 % complete
20 % complete
30 % complete
40 % complete
50 % complete
60 % complete
70 % complete
80 % complete
90 % complete
100 % complete
Creating uninstaller...
Extracting Files. This will take few minutes. Please wait...
Extracting Files. This will take few minutes. Please wait...
Extracting Files. This will take few minutes. Please wait...
Initialize the pgsql
The InstallShield Wizard has successfully installed ManageEngine ServiceDesk Plus.
Choose Finish to exit the wizard.For Support Please mail to: support@servicedeskplus.com
Press 3 to Finish or 4 to Redisplay [3] 3
Starting ServiceDesk Server
Once installation has been completed, you will need to start the server. To do so change your directory to the bin folder of your installation directory and then run the ‘run.sh’ script to start the ServiceDesk server.
cd /opt/ServiceDesk/bin/
sudo sh run.sh
You should see the following output:
Not exists
================================================================================
JBoss Bootstrap Environment
JBOSS_HOME: /opt/ServiceDesk
JAVA: ./../jre/bin/java
JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar -Dsdp.java.gc=false -Ddb.home=./../pgsql -Dserver.dir=/opt/ServiceDesk -Dorg.jboss.logging.Log4jService.catchSystemOut=false -Dorg.jboss.logging.Log4jService.catchSystemErr=false -Djava.util.logging.manager=com.adventnet.logging.LogManager -Djava.util.logging.config.file=/opt/ServiceDesk/server/default/conf/logging.xml -Djava.util.logging.config.class=com.adventnet.logging.LoggingScanner -Dlog.dir=/opt/ServiceDesk/server/default -DisSDP=true -Dorg.apache.catalina.connector.CoyoteAdapter.ALLOW_BACKSLASH=true -Dtier-type=BE -Dtier-id=BE1 -Djava.library.path=/opt/ServiceDesk/lib/native -Dfile.encoding=UTF-8 -Duser.language=en -Duser.region=US -Djava.awt.headless=true
CLASSPATH: /opt/ServiceDesk/bin/run.jar:./../jre/lib/tools.jar:/opt/ServiceDesk/lib/AdventNetLogging.jar:/opt/ServiceDesk/lib/AdventNetNPrevalent.jar:/opt/ServiceDesk/lib:/opt/ServiceDesk/lib/AdventNetUpdateManagerInstaller.jar
================================================================================
Server is starting. This may take a couple of minutes ...
ServerContainer [CREATED]
SQLOne Search [CREATED]
AdventNetCC [CREATED]
AdventNetServiceDesk [CREATED]
ServerContainer [STARTED]
SQLOne Search [STARTED]
AdventNetCC [STARTED]
UpdateManager conf file does not exists
UpdateManager conf file does not exists
AdventNetServiceDesk [STARTED]
Server Started.
Please connect your client at http://localhost:8089
Next, you will need to allow port 8089 through your firewall if you want to access the servicedesk server from remote systems.
You can do this by running the following commands:
sudo ufw enablesudo ufw allow 8089/tcp
ServiceDesk Web Access
Now you can access your ServiceDesk Plus web portal by typing the URL http://server-ip-address:8089 using your favorite web browser, then login with username administrator and password administrator as shown below:
After login, a beautiful dashboard will appear, explore all services and use as per your need.
Click on any of the options and you will find a detailed information about its usage and customisation.
Here is first look at your ServiceDesk Plus Home Page.
##Installing ServiceDesk as a Linux Service
When you close the session of the ServiceDesk server then it will be stopped. So, you will need to create the servicedesk start up script.
You can create this script by creating servicedesk file inside /etc/init.d directory.
sudo nano /etc/init.d/servicedesk
Add the following content:
#!/bin/bash
#
# Startup script for the pmagent
#
# chkconfig: 345 99 02
# description: Run the ServiceDesk-Plus program
INITLOG_ARGS=""
prog="servicedesk"
progname="AdventNet ManageEngine ServiceDesk-Plus"
RETVAL=0
# Edit the following to indicate the 'bin' directory for your installation
MDIR=/opt/ServiceDesk/bin
if [ ! -d "$MDIR" ]
then
echo "Invalid directory $MDIR"
exit 1
fi
start()
{
mv -f /var/log/servicedesk-plus.log /var/log/servicedesk-plus1.log
echo "Starting $progname"
cd $MDIR
nohup sh run.sh >/var/log/servicedesk-plus.log 2>&1 &
RETVAL=$?
echo
[ $RETVAL = 0 ] && touch /var/lock/servicedesk
}
stop()
{
echo "Stopping $progname"
cd $MDIR
sh shutdown.sh -S >>/var/log/servicedesk-plus.log 2>&1
}
case "$1" in
start)
start
;;
stop)
stop
;;
*)
echo "Usage: $prog {start|stop}"
exit 1
;;
esac
exit $RETVAL
Next, change its permission to ‘755’ using the following command:
sudo chmod 755 /etc/init.d/servicedesk
Next, you will need to add the script as a startup process and create a blank file under ‘/var/log’ directory for logging purposes.
You can do this by running the following commands:
sudo update-rc.d servicedesk defaults
You should see the following output:
update-rc.d: warning: /etc/init.d/servicedesk missing LSB information
update-rc.d: see
Adding system startup for /etc/init.d/servicedesk ...
/etc/rc0.d/K20servicedesk -> ../init.d/servicedesk
/etc/rc1.d/K20servicedesk -> ../init.d/servicedesk
/etc/rc6.d/K20servicedesk -> ../init.d/servicedesk
/etc/rc2.d/S20servicedesk -> ../init.d/servicedesk
/etc/rc3.d/S20servicedesk -> ../init.d/servicedesk
/etc/rc4.d/S20servicedesk -> ../init.d/servicedesk
/etc/rc5.d/S20servicedesk -> ../init.d/servicedesk
sudo touch /var/log/servicedesk-plus.log
Now, your servicedesk service will start during boot. Also, you can easily start and stop servicedesk service using the following command:
sudo /etc/init.d/servicedesk startsudo /etc/init.d/servicedesk stop
Enjoy!
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