How does the ACC agent match to a host?

[Morgan2]

Hey guys,

My team is trying to PoC the Agent Client Collector, and have run into a bit of a problem. We have the proper modules installed, everything setup and the agent installed on 3 Windows laptops. 2 laptops are full remote, and 1 is mostly in office. For the in office laptop, the host is always correct. For the 2 remote laptops, the host starts out correct, but somehow updates to an incorrect host over the course of a day or so. If we click the "Collect host data" button, they will correct themselves, but only until whatever is running once again runs. My question is, what magic is happening that could cause the system to get confused? The hosts that are being incorrectly associated don't have the agent installed. Appreciate any insight the community might have. Thanks!!

[Raj_Esh]

Hi Ryan,

Thank you for correcting me. Always happy to learn new things.

Updated the document link 🙂

Thanks,

Raj

[chuckn]

Hi Raj,

Based on this docs page https://docs.servicenow.com/bundle/rome-it-operations-management/page/product/agent-client-collector..., the ACC-V client supports Windows 10 Enterprise. I'm thinking you're referring to a different version of the ACC?

-Chuck

[Raj_Esh]

Hi Chuck,

I was referring to Agent Client Collector It is my wrong understanding?

Thanks,

Raj

[vNick]

Hello - you may want to check the properties introduced in the Version 2.0.0 of ACC-V which control the name value

https://docs.servicenow.com/bundle/store-release-notes/page/release-notes/store/it-operations-management/store-rn-itom-acc-visibility.html 

• glide.discovery.hostname.wmi_trusted
• glide.discovery.hostname.case

There are also some properties to be aware if using ServiceNow Discovery with ACC-V

https://docs.servicenow.com/bundle/sandiego-it-operations-management/page/product/agent-client-collector/concept/using-enhanced-discovery-and-agent-less-discovery-together.html

[chuckn]

Hi Nick,

Thanks for that info! I feel like we're on the right track here.

What we've discovered is that something happened when the new ACC agents first started talking to the MID server. At that time, two existing CIs where the agent was not installed were updated to have a source of ACC-Visibility along with other updates...including their serial numbers. In both cases, their serial numbers were changed from previous values to the values of the two computers where we did install the ACC, but with the syntax /<serial>/CNCMK<numbers>/. After that happened, we saw the sn_agent_cmdb_ci_agent Host values (which I see are actually from sn_agent_ci_extended_info) change back and forth several times over a period of days. But now, they seem to be sticking with the correct Host values/references.

So this is all a bit confusing to us and makes us uneasy/uncertain about deploying the ACC. Any idea what might have happened to tips/pointers about where to look?

Thank you!

-Chuck