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 

[MuthanaS]

Hello MDAQUIBK

The information can be found under Agents > Select any agent>Recent Input ECC Queues > Select the Latest one and Click on Payload XML > Search for Users and you will find the local users on the host. 

To answer your question about failover or load balancing MID server, Navigate to the host computer > C:\ProgramData\ServiceNow\agent-client-collector\acc.yml and you will find the steps to configure it. The instructions are below in case you can't find it:

##Specify one or more MID server failover URLs. The agent will communicate with the MID server using these URLs
# This list is iterative: meaning the agent will try the first URL, if failed will move to the second URL and so on.
# If Auto-MID-Selection feature is on (the file mid.list.json is present), the agent will perform a connectivity test and
# will re-write the backend-url list. The order of the list will be based on ping time and then the number of agents already connected to the MID.
# This means that if the feature is enabled: the first MID server in the list should be the one with the lowest ping and the lowest number of agents.
# Configure the URL with the MID IP address and the MID web server port as defined on the instance
)

[MDAQUIBK]

Hi @MuthanaS ,

Thank You so much for the reply. It is really helpful.  Could you please help me with the last two queries? That will be helpful as it is roadblock for our implementation.

We have recently set up the Agent Client Collector (ACC) in our instance, and the agents are up and running. I have a few observations and queries where I need your assistance:

Observations:

1. Discovery Source for Software Installation Records:

   • We are using ACC-V for software installation records. Ideally, when these records are created or updated via ACC-V, the discovery source should be listed as "ACC-Visibility" or "ACC". However, the discovery source is currently displayed as "Service-Now". Could you please confirm if this is the expected behavior, or should the discovery source be "ACC-Visibility"?

2. On-Demand Checks for Software Installation Records:

   • According to ACC policies, checks are scheduled to run every 24 hours. We have noticed that software installation records are missing for some servers. Is there a way to run these checks on demand for installed software? We have the "Collect Host Data" option, but it only performs basic checks like those in enhanced discovery. Please advise if there is a way to run more comprehensive checks on demand.

Please help!

[MuthanaS]

Hello MDAQUIBK

The discovery source should be ACC-Visibility. If it is still showing Service-Now, you need to change the Reconciliation rules of the relevant class of the CI(e.g, Server) and set ACC to have the lowest priority (See attached).

For Collecting Installed Software, the SAM discovery policy > scheduling needs to be changed. The default value is 86400 seconds (Every 24 hours) and you can set it to whatever value that suits your business needs 

[MDAQUIBK]

Hi @MuthanaS ,

Thank you so much for the update.

I am in the process of setting up the MID server cluster to enable the agent to connect with the MID servers. According to the documentation, we need to enable the Auto-MID-Selection feature and specify the backend URL in the format: ws://<MID_SERVER_IP_ADDRESS>:<MID_WEB_SERVER_PORT>/ws/events.

Could you please clarify how to configure this during the agent installation if we have multiple MID servers listed in the yml file? For example, if we have:

• wss://IP1:443/ws/events ,wss://IP2:443/ws/events

Additionally, if we enable the Auto-MID-Selection feature, is it still necessary to specify the MID web server IP addresses? Basically how do we configure while installing the agent.

Thank you for your assistance.

[MuthanaS]

Hello MDAQUIBK

ACC-Visibility should be the discovery source and you need to review the reconciliation rules for your CI via the CI Class manager. 

For Software installation, SAM discovery policy > scheduling needs to be changed. The default value is 86400 seconds (Every 24 hours) and feel free to change it to fit your business needs