This article provides guidance on executing and interpreting database queries within ServiceDesk Plus. It addresses a common scenario where administrators need to extract configuration data directly from the database, such as checking global settings related to additional fields. The steps outlined here are specific to PostgreSQL, the default database for ServiceDesk Plus On-Demand and many on-premise installations.
Administrators may encounter situations where they need to retrieve specific configuration information not readily available through the ServiceDesk Plus web console. In this instance, the requirement was to investigate the configuration of additional fields by querying the globalconfig table. The primary challenge involves:
Correctly identifying the database type.
Successfully executing the SQL query.
Accurately interpreting the results to inform further action.
Before executing any query, you must verify the database management system (DBMS) in use, as syntax and tools can differ.
ServiceDesk Plus (On-Demand / Cloud): Uses PostgreSQL.
ServiceDesk Plus (On-Premise): Can use either PostgreSQL (default) or Microsoft SQL Server (MSSQL).
How to Confirm: Check your installation documentation or contact your system administrator. The resolution steps below assume a PostgreSQL database.
Access your PostgreSQL database using a management tool (like pgAdmin) or the command-line interface. Run the provided query to inspect additional field configurations.
Query:
SELECT * FROM globalconfig WHERE category LIKE '%additional_field%';
Expected Outcome:
This query returns all records from the globalconfig table where the category column contains the phrase 'additional_field'. The results can provide details on field limits, configurations, and settings.
Analyze the output to find the relevant information. In the reported case, the result indicated that a specific field value had reached its maximum limit of 150 characters.
Key Action: Look for columns such as value, configkey, or description in the results to understand the current configuration and identify any constraints (like maximum character limits).
Assistance with Queries: If you are unfamiliar with SQL or database access, schedule a session with your technical consultant or IT support team. They can provide hands-on guidance to run the query and interpret the results safely, preventing any unintended data modification.
Database Caution: Always exercise caution when directly querying the production database. Use SELECT statements (read-only) unless you have explicit instructions and a verified backup for UPDATE or DELETE operations.
Documentation: Refer to the ServiceDesk Plus Database Schema Guide (available in the product documentation) for detailed information on table structures and relationships.
Regular Maintenance: Keep your ServiceDesk Plus application and database software updated to the latest stable versions to ensure performance, security, and access to the latest features.
Successfully managing ServiceDesk Plus occasionally requires direct database interaction for advanced configuration checks. By correctly identifying the database type (PostgreSQL in this case), executing the targeted query, and carefully analyzing the output, administrators can quickly gather essential system information.
This process confirmed a configuration limit related to additional fields, demonstrating how direct queries can efficiently diagnose underlying system settings.
For persistent issues, complex queries, or if you are using an MSSQL database, please contact the ServiceDesk Plus support team via your organization's ticketing channel. Please have the following information ready:
Your ServiceDesk Plus version and deployment type (On-Demand/On-Premise).
The exact query you attempted.
Any relevant error messages or screenshots of the results.