Failed to Populate Assigned To attribute in Computer CI using ACC-V

[MuthanaS]

Hello Everyone

I use ACC-V on Windows computers to collect data and update CIs in our CMDB. Those computers are AD joined and the users logged in to those computers are AD users. Also, those users are already added to ServiceNow. ACC-V can collect data but Assigned to is not populated by the currently logged-in user on the computer (Windows 11). I have already enabled sys_property "sn_acc_vis_content.set_assigned_to". When looking at the "Recent Input ECC Queues", I can't see any domain users picked up and I only see local users. The document below states, "Create higher user privileges to fetch the logged-in user details. Use Log on As Local System User instead of the default ServiceNow user for running the Agent Client Collector.",

Does this mean we need to have a different user with Logon as a local system instead of the default logon as service account "servicenow" which is recommended when setup ACC-V? or there is any other way to get the field populated?

https://docs.servicenow.com/bundle/washingtondc-it-operations-management/page/product/agent-client-c...

Thanks in advance 

[AJ-TechTrek]

Hi @MuthanaS ,

For WindowsYou need to identify if a server is domain controller or not. Since domain controller machines don’t have local accounts, local user information does not persist for such machines and is not populated.

For non-domain controller Windows machines, use OSquery commands to get user information through ACC-V: select uid, username, directory, type from users where type=local or type=special.

Also refer the below URL and check the permission.

https://docs.servicenow.com/bundle/washingtondc-it-operations-management/page/product/agent-client-c...

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AJ - TechTrek with AJ

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https://docs.servicenow.com/bundle/washingtondc-it-operations-management/page/product/agent-client-c...

[MuthanaS]

Hello Ajay

Thanks for your reply

This is not great. The "Assigned to" field is an important field to be populated and I am shocked it won't be populated if we use domain controllers. 

[pratik0306]

hi @MuthanaS 

While installing ACC from third party tool, pass one more command to run the ACC service under Local System and not Service account. That will resolve any issues of permissions. 

We have been using this method recently for 1 customer and it does pick the user information. Maybe u can try for 1-2 systems and verify if it works.

[MDAQUIBK]

Hi @MuthanaS 

I am currently working with the Agent Client Collector in ServiceNow and have encountered an issue. I am unable to see local user details in the logs. Could you please guide me on where I can find this information?

Specifically:

1. Where can I view the local user details collected by the Agent Client Collector?
2. What exact information is collected for the local user?
3. Mid Server Cluster for failover or load balancing. How it can configured when installing the agent. 

I have attached screenshots of the commands that were executed. Your assistance in resolving this issue would be greatly appreciated.

Thank you