ACC Agent not being added to sn_agent_computers_connected_to_agent

[chuckn]

We are PoC'ing the ACC agent. We have it installed on one PC and that PC is in sn_agent_cmdb_ci_agent but we don't see a corresponding record in sn_agent_computers_connected_to_agent. It seems the record in sn_agent_computers_connected_to_agent is necessary for everything to work correctly...for example, we can't do a Test check for a Check definition against that PC. Any pointers? Thanks!

[Raj_Esh]

Hi Chuckn,

I have validated in my instance and yes it has to be added in sn_agent_computers_connected_to_agent to work everything with ACC.

After setting up the ACC, did you try collecting data from ACC?

Hope it helps. 

Thanks,

Raj

[chuckn]

Thanks, Raj. Yep, we've tried collecting data multiple times, to no avail. We're working a case with HI on it. Looks like it might be a credential issue. Are you using the default installation config where it creates a local servicenow user and local ServiceNow Users group? 

[Raj_Esh]

Hi Chuckn,

Yep, during installation, it will prompt us for the credentials. 

I have followed the following procedure since my ACC setup is on Linux.

Install the Agent Client Collector on a Linux machine

Hope HI support helps in finding the issue. If it is a credentials issue, maybe you can reinstall and use default options during installation. That might help to check if it is the credentials issue.

Hope it helps.

Thanks,

Raj

[chuckn · Accepted solution]

An update: we had initially used a custom web socket port during MID server ACC setup and we believe there was a firewall on the PC or the MID server that wasn't allowing that port through. We changed the port to 443 instead and that worked. Ultimately it had nothing to do with credentials, but it did have to do with access.