How to install ManageEngine ServiceDesk Plus in Ubuntu
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Install and Configure ManageEngine ServiceDesk Plus in Ubuntu 16.04
ManageEngine ServiceDesk Plus is a free source help desk that provides a simple IT solutions. This tool is used mainly to monitor the organisation' s IT requirement. Installation of ManageEngine ServiceDesk is explained in this manual.
Features
- Provides a Customised help desk reports.
- Flexiblity in ticket management with a multi channel support.
- Provides an automated password reset tool.
- Service Level Agreements.
- Provides Mobile support.
- Flexible out-of-the-box integration with 3rd party apps.
- Asset management is quite simple.
- Provide options for incident management, problem management, and CMDB.
To install ServiceDesk
Run the following command to download ServiceDesk Plus.
user1@user1:~$ wget https://download.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_64bit.bin
--2016-07-25 19:59:35-- https://download.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_64bit.bin
Resolving download.manageengine.com (download.manageengine.com)... 117.20.43.121, 117.20.43.33, 117.20.43.139, ...
Connecting to download.manageengine.com (download.manageengine.com)|117.20.43.121|:443... connected.
HTTP request sent, awaiting response... 200 OK
Length: 146468668 (140M) [application/octet-stream]
Saving to: ‘ ManageEngine_ServiceDesk_Plus_64bit.bin’
ManageEngine_Servic 100%[===================> ] 139.68M 473KB/s in 7m 7s
2016-07-25 20:06:43 (335 KB/s) - ‘ ManageEngine_ServiceDesk_Plus_64bit.bin’ saved [146468668/146468668]
Before installing ServiceDesk, provide the executable permission for the downloaded " .bin" file.
user1@user1:~$ sudo chmod +x ManageEngine_ServiceDesk_Plus_64bit.bin
Run the following command to start the installation.
user1@user1:~$ 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... .................................. ................................... ................................... ................................... ................................... ................................... ................................... ................................... ................................... ................................... ................................... ................................... ................................... ................................... ................................... ................................... 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 [] user1 E-mail Id [] user1@gmail.com Phone [] +911234567890 Company Name [] Linuxhelp Select Country Choose from the available options and update your country number as shown below: Country [X] 1 - --Select-- [ ] 2 - Afghanistan [ ] 3 - Albania [ ] 4 - Algeria [ ] 5 - Angola [ ] 6 - Antarctica [ ] 7 - Antigua and Barbuda [ ] 8 - Argentina [ ] 9 - Armenia [ ] 10 - Aruba [ ] 11 - Australia [ ] 12 - Austria . . . [ ] 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] 80 Enter 0 to continue or 1 to make another selection: [0] 0 [ ] 1 - Back [ ] 2 - Skip [X] 3 - Next To select an item enter its number, or 0 when you are finished: [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 : 409.4MB. 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... 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
To launch ServiceDesk Server
Before starting the application, change the location of your directory to the bin folder and then run the ' run.sh' script in it.
user1@user1:~$ cd /opt/ServiceDesk/bin/ user1@user1:/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] AdventNetCC [CREATED] SQLOne Search [CREATED] AdventNetServiceDesk [CREATED] ServerContainer [STARTED] AdventNetCC [STARTED] SQLOne Search [STARTED] AdventNetServiceDesk [STARTED] Server Started. Please connect your client at http://localhost:8089
Set the port 8089 to access SeviceDesk via firewall. To do so run the following command.
user1@user1:/opt/ServiceDesk/bin$ sudo ufw enable Firewall is active and enabled on system startup user1@user1:/opt/ServiceDesk/bin$ sudo ufw allow 8089/tcp Rule added Rule added (v6)
Unfold the browser and enter the URL http://< Server_IP_Address> :8089 and login with the user credentials.
The main page of ServiceDesk appears.
To add ServiceDesk to Linux Environment
Once the ServiceDesk server session is closed, the entire process stops. To overcome this, create the servicedesk start up script as follows.
user1@user1:/opt/ServiceDesk/bin$ sudo vim /etc/init.d/servicedesk
#!/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 $RETVAL
Next, change its permission to ' 755' using the following command.
user1@user1:/opt/ServiceDesk/bin$ sudo chmod 755 /etc/init.d/servicedesk
Append the script as a startup process and create an empty file to log the results.
user1@user1:/opt/ServiceDesk/bin$ sudo update-rc.d servicedesk defaults
insserv: warning: script ' K01servicedesk' missing LSB tags and overrides
insserv: warning: script ' servicedesk' missing LSB tags and overrides
Open the servicedesk file, located in /etc/init.d directory and add the content at the top of the file.
user1@user1:/opt/ServiceDesk/bin$ sudo vim /etc/init.d/servicedesk
### BEGIN INIT INFO
# Provides: servicedesk
# Required-Start: $local_fs $syslog $remote_fs dbus
# Required-Stop: $local_fs $syslog $remote_fs
# Default-Start: 2 3 4 5
# Default-Stop: 0 1 6
# Short-Description: Start servicedesk
### END INIT INFO
(or)
### BEGIN INIT INFO
# Provides: transparentproxy
# Required-Start: $local_fs $syslog $remote_fs dbus
# Required-Stop: $local_fs $syslog $remote_fs
# Default-Start: 2 3 4 5
# Default-Stop: 0 1 6
# Short-Description: Start transparentproxy
### END INIT INFO
Once its added, run the following command.
user1@user1:/opt/ServiceDesk/bin$ sudo update-rc.d servicedesk defaults
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
Create an empty file inside the location /var/log
user1@user1:/opt/ServiceDesk/bin$ sudo touch /var/log/servicedesk-plus.log
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