Back up Process

Beginning with build 11304, ServiceDesk Plus supports native backup and restore for databases. The backup files of builds 11304 or later do not support cross-compatibility between PostgreSQL(bundled with ServiceDesk Plus) and Microsoft SQL databases. For migration between PostgreSQL and Microsoft SQL databases, follow the instructions in this guide.

 

Recommendation for PGSQL database: For optimal data protection, please use our proprietary backup tool to ensure integrated stability and corruption checks.
External backup tools are not tested with our application. They may pose risks to data integrity and could lead to database corruption.

 

Customers using Microsoft SQL Server must ensure the availability of disk space and also should handle proper cleaning up of older backup files.

The SQL dump or database dump backup method will be used for PostgreSQL offline backup, PostgreSQL external backup, and backups during upgrades.

The binary backup method will be used for Microsoft SQL backups and in scheduled backups of applications when using the bundled PostgreSQL.
 

The native backup methods do not support the partial restoration of the database nor support restoration, ignoring table errors.
From build 11304, the backup of the application that uses MS SQL database, you need  db_backupoperator, dbcreator, or sysadmin roles/permission.
From build 11304, the backup of the application that uses MS SQL database does not require any additional files.
For build 11304 or later, the native backup generates two parts if it includes both the database and attachments: part_1.ezip (database) and part_2.ezip (files required). If the backup includes attachments and not the database, only a single file named part_1.ezip will be created.

 

Compatibility of Backup Files for build 11304 or later

 

Database

Backup Type

Restore

Remarks

PostgresSQL 64 bit (windows)

Schedule

Postgres 64 (windows)

Same OS it will work

PostgresSQL 64 bit

schedule

PostgresSQL 32 bit

Not supported

PostgresSQL 32

schedule

PostgresSQL 32 bit

 

PostgresSQL 32

schedule

PostgresSQL 64 bit

not supported

Microsoft SQL Server

schedule/offline

Microsoft SQL Server (different SQL server)

not supported. If backup taken on sdp-win8-64 . restore will work for same server configuration

Microsoft SQL Server

schedule/offline

Microsoft SQL Server (same sql server)

It will work

PostgresSQL (postgres (any bit/any os)

offline

PostgresSQL (any bit/any OS)

will work


Back up Process in Windows

Note: If Desktop Central (DC) is downloaded and installed within ServiceDesk Plus(SDP) for inventory, remote control, and tools functionality in a Windows server, the backup and restore for DC has to be performed separately. Please refer to this doc for the steps to be followed. 

  1. Shut down ManageEngine ServiceDesk Plus service before you perform a backup of your data. To shut down the application, open the command prompt with admin privileges and execute the command shutdown.bat. Alternatively, you can stop the application by navigating to services.msc.

  2. Click Start > Programs > ManageEngine ServiceDesk Plus > Backup Data. [OR]

    From command prompt, go to <ServiceDesk>bin directory and execute the backUpData.bat as shown below,

C:ManageEngineServiceDeskbinbackUpData.bat

  1. A backup of the data in the database and the file attachments that have been added in the application is created in <ServiceDesk>backup directory. The backup file has to be a .data file.

A backup of the data in the database and the file attachments that have been added in the application is created in <ServiceDesk>backup directory. The backup file has to be a .EZIP file (for build 11304 or later) or .DATA file (for builds before 11304). The file name for the backup file will be in the pattern below.

          For build 11304 or later:

          backup_databasename_[build number]_fullbackup_month_date_year_hr_min.ezip

          Example: backup_mssql_11304_fullbackup_01_18_2011_15_28.ezip

          For builds before 11304:

          backup_databasename_[build number]_fullbackup_month_date_year_hr_min.data

          Example: backup_mssql_8000_fullbackup_01_18_2011_15_28.data

ServiceDesk Plus is designed in such a way that the file attachments are not stored in the database. The attachments are stored in the file attachments folder of the installation directory (C:ManageEngineServiceDesk). If you are upgrading the server, then you can save time by performing a backup without file attachments i.e., backup of the database alone.

Always schedule the backup to run only during your maintenance slots or planned downtime because the backup process can run for a long time, which could potentially lead to unplanned downtime costs.

Backup Process in Windows without file attachments or Trimmed backup

Note: If Desktop Central (DC) is downloaded and installed within ServiceDesk Plus(SDP) for inventory, remote control, and tools functionality in a Windows server, the backup and restore for DC has to be performed separately. Please refer to this doc for the steps to be followed. 

A trimmed backup takes the database backup without file attachments, inline images, custom, and archive folders. 

  1. From command prompt, go to <ServiceDesk Plus>bin directory and execute trimmedBackupData.bat command to start the database back up.

C:ManageEngineServiceDeskbintrimmedBackupData.bat

  1. Once the backup is complete, a backup file with .data extension is placed in the Trimmed Backup folder under the ServiceDesk Plus Home directory.

  2. The backup file contains information such as the Build number of ServiceDesk Plus, and the date and time when the backup was performed. Here is the format of the backup file.

    For build 11304 or later:

    backup_ databasename_ [build number] _database_month _date _ year _ hour _minutes.ezip

    Example:  backup_mssql_11304_database_01_18_2011_15_28.ezip

    For builds before 11304:

    backup_ databasename_ [build number] _database_month _date _ year _ hour _minutes.data
    Example:  backup_mssql_11200_database_01_18_2011_15_28.data
     

Back up Process in Linux
 

Note: If Desktop Central (DC) is downloaded and installed within ServiceDesk Plus(SDP) for inventory, remote control, and tools functionality in a Windows server, the backup and restore for DC has to be performed separately. Please refer to this doc for the steps to be followed. 

Follow the steps given below to take a backup of the ManageEngine ServiceDesk Plus data:

  1. Shut down ManageEngine ServiceDesk Plus service before you perform a backup of your data.

  2. Go to <ServiceDesk>/bin directory from the command prompt.

  3. Execute the backUpData.sh file as given below:

$ sh backUpData.sh

The backup file is created in the <ServiceDesk>/backup directory. The backup file has to be a .EZIP file (for build 11304 or later) or .DATA file (for builds before 11304). The file name for the backup file will be of the pattern below.

For build 11304 or later:

backup_databasename_[build number]_fullbackup_month_date_year_hr_min.ezip
Example: backup_mssql_11304_fullbackup_01_18_2011_15_28.ezip

For builds before 11304:

backup_databasename_[build number]_fullbackup_month_date_year_hr_min.data

Example: backup_mssql_8000_fullbackup_01_18_2011_15_28.data

Back up Process in Linux without file attachments or Trimmed Backup
 

Note: If Desktop Central (DC) is downloaded and installed within ServiceDesk Plus(SDP) for inventory, remote control, and tools functionality in a Windows server, the backup and restore for DC has to be performed separately. Please refer to this doc for the steps to be followed. 

A trimmed backup takes the database backup without file attachments, inline images, custom, and archive folders. 

  1. From the command prompt, go to <ServiceDesk Plus>bin directory and execute sh trimmedBackupData.sh command to start the database back up.

sh trimmedBackupData.sh

  1. Once the backup is complete, a backup file with .data extension is placed in the Trimmed Backup folder under the ServiceDesk Plus Home directory.

  2. The backup file contains information such as the Build number of ServiceDesk Plus, and the date and time when the backup was performed. Here is the format of the backup file.

    For build 11304 or later:

    backup_ databasename_ [build number] _database_month _date _ year _ hour _minutes.ezip
    Example:  backup_mssql_11304_database_01_18_2011_15_28.ezip

    For builds before 11304:

    backup_ databasename_ [build number] _database_month _date _ year _ hour _minutes.data
    Example:  backup_mssql_11200_database_01_18_2011_15_28.data

Password protection of backup files

After upgrading the application, you will be required to use a password to access the backup files. The SDAdmin configures the password while scheduling the backup. The password can be viewed and reset under Admin > General > Backup Scheduling. This password applies to all files backed up manually as well by schedule. 

The password is necessary to restore the application by using the backup files.

When you configure the password afresh or reset it, a notification email is sent to you and to all users configured to be notified each time a backup fails.