This article is written for those who were searching for a detailed and simple for the understanding guide on how to install ServiceDesk Plus on Ubuntu Server.

ServiceDesk Plus is a game-changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime. For 10 years and running, it has been delivering smiles to millions of IT folks, end-users, and stakeholders alike.

In this guide, we will consider the case when you already have a server with the Ubuntu Server 18.04 LTS operating system installed on it.

You can read more about how to install Ubuntu Server 18.04 LTS in my guide «Installing Ubuntu Server 18.04 LTS».

In addition, OpenSSH must be installed on the server, and port 22 must be open in order to be able to connect to the server using the SSH protocol.

To install OpenSSH on the server, you can use the command:

sudo apt-get install openssh-server

If you plan to connect to the server using the Windows operating system, you can use PuTTY, a freeware client for various remote access protocols, including SSH, Telnet, rlogin.

This guide covers connecting to a server using the iTerm2 terminal emulator installed on the macOS operating system.

In this manual, the sdp.heyvaldemar.net subdomain will be used to access the ServiceDesk Plus control panel.

Please note that you will need to open the following TCP ports to access your server:

  • 8080 – to access the ServiceDesk Plus control panel.

Connect to the server on which it is planned to install ServiceDesk Plus.

Update the local package index to the latest changes in the repositories using the command:

sudo apt update

Now install the packages required for ServiceDesk Plus to work using the command:

sudo apt install fonts-dejavu fontconfig

Switch to the “root” user, who has administrator rights in the operating system, using the command:

sudo -i

Download the ServiceDesk Plus installer using the command:

wget https://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_64bit.bin

Let’s enable execution of the file “ManageEngine_ServiceDesk_Plus_64bit.bin” using the command:

chmod +x ManageEngine_ServiceDesk_Plus_64bit.bin

Now let’s start the ServiceDesk Plus installation using the command:

./ManageEngine_ServiceDesk_Plus_64bit.bin

Next, you need to answer a few questions from the ServiceDesk Plus installer.

First, you must read and accept the terms of use of the services provided.

Press the “Enter” button to scroll down through the text and familiarize yourself with the terms of use of the services provided.

Press the “y” button, then “Enter” if you agree with the terms of use of the services provided.

The next step is to select the ServiceDesk Plus edition.

A detailed comparison of ServiceDesk Plus editions can be found by following the link https://www.manageengine.com/products/service-desk/sdp-editions.html

This guide will walk you through the installation of the “Enterprise Edition”.

Specify the desired ServiceDesk Plus edition for installation and press the “Enter” button.

The next step is to choose whether you want to register for ServiceDesk Plus technical support.

Press the “n” button, then “Enter”.

In the next step, you can select the directory where ServiceDesk Plus should be installed.

This tutorial will walk you through installing ServiceDesk Plus into the “/opt” directory

Specify the desired directory for installing ServiceDesk Plus and press the “Enter” button.

The next step is to confirm the installation of ServiceDesk Plus in the previously specified directory.

Press the “y” button, then “Enter”.

Now you need to select the port on which ServiceDesk Plus will be available.

This tutorial walks you through installing ServiceDesk Plus using port 8080.

Leave the default value and press the “Enter” button.

I highly recommend leaving the default port value.

Обратите внимание, порт можно изменить позже в панели управления ServiceDesk Plus.

By default, ServiceDesk Plus uses PostgreSQL as its database management system.

Note that if you need to use a different system for managing your databases, after installing ServiceDesk Plus, you can use the prepared script (changeDBServer.sh) in the bin directory.

Press the “Enter” button.

The next step will show the disk space available and required to install ServiceDesk Plus.

Press the “Enter” button.

Everything is ready to start installing ServiceDesk Plus.

Press the “Enter” button.

ServiceDesk Plus installation completed successfully.

Note that the message “Problem in Initializing Postgres !!.. Kindly check logs…” should be ignored as initialization will occur the first time ServiceDesk Plus is started.

Read more by clicking on the link https://pitstop.manageengine.com/portal/community/topic/bundled-postgres-role-not-created-by-installer

Press the “Enter” button.

Now you need to run ServiceDesk Plus for the first time.

Go to the “bin” folder using the command:

cd /opt/ServiceDesk/bin

Launch ServiceDesk Plus using the command:

sh run.sh

Now you need to wait a few minutes, then you must go from workstation to the link http://sdp.heyvaldemar.net:8080, where sdp.heyvaldemar.net is the name of my server. Accordingly, you need to specify the name or IP address of your server with ServiceDesk Plus installed.

Login for the default ServiceDesk Plus administrator account: administrator

Password for the default ServiceDesk Plus administrator account: administrator

Specify the username and password of an account that has the administrator rights of ServiceDesk Plus, and click on the “Log in” button.

Welcome to the ServiceDesk Plus control panel.

Next, you need to configure the autorun of the ServiceDesk Plus service when the operating system starts.

Return to the terminal emulator and press the key combination “Ctrl” and “c” on the keyboard to stop all ServiceDesk Plus services.

Now create a script that will contain the necessary configuration for the ServiceDesk Plus service in the directory “/etc/init.d/”, using the command:

vim /etc/init.d/servicedesk

Press the “i” button to enter the editing mode, then insert the following configuration:

#!/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/subsys/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, find the parameter “MDIR” and check its value.

Please note that in the “MDIR” parameter, you must specify the directory into which ServiceDesk Plus was installed.

In this manual, ServiceDesk Plus was installed in the “/opt” directory.

An example of the value of the “MDIR” parameter when installing ServiceDesk Plus in the directory “/opt/”:

MDIR=/opt/ServiceDesk/bin

Now press the “Esc” button to exit the editing mode, and then enter “: x” and press the “Enter” button to save the changes and exit the editor.

Assign the correct rights to the script “/etc/init.d/servicedesk” using the command:

chmod 755 /etc/init.d/servicedesk

Add the script to startup at startup of the operating system using the command:

update-rc.d servicedesk defaults

Next, create a file for storing the ServiceDesk Plus log using the command:

touch /var/log/servicedesk-plus.log

Launch ServiceDesk Plus using the command:

systemctl start servicedesk

Open the ServiceDesk Plus log to verify that all ServiceDesk Plus services start correctly using the command:

less /var/log/servicedesk-plus.log

On the keyboard, press the key combination “Shift” and “f” to start monitoring changes in the ServiceDesk Plus log in real-time.

All necessary services have been successfully launched.

All necessary services have been successfully launched. On the keyboard, press the key combination “Ctrl” and “c”, then “q” to close the ServiceDesk Plus log.

Then you must go from workstation to the link http://sdp.heyvaldemar.net:8080, where sdp.heyvaldemar.net is the name of my server. Accordingly, you need to specify the name or IP address of your server with ServiceDesk Plus installed.

Login for the default ServiceDesk Plus administrator account: administrator

Password for the default ServiceDesk Plus administrator account: administrator

Specify the username and password of an account that has the administrator rights of ServiceDesk Plus, and click on the “Log in” button.

Now you can start working with ServiceDesk Plus.

Author

Hi, I’m Vladimir Mikhalev, but my friends call me Valdemar. I have a lot of experience in the design and maintenance of various information systems. On my website, you will find detailed and clear guides for setting up IT solutions. Dive into the ocean, full of positive and technology! For cooperation: callvaldemar@gmail.com

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