Populating Software Installations on Computer CIs (via Agent Client Collector)

mattwatts8451
Tera Contributor

a week ago

We're slowly starting to roll out our ACC usage and our software use-cases have been successful using the Linux and Windows server policies, both have worked in populating our cmdb_sam_sw_install tables. 

 

This hasn't been the case for computers. The installed-on field doesn't include any computers thus far. The ACC policies for file-based and enhanced discovery are both turned on, and when I run the test check for my agent, the software installs show in the list for my individual PC. But when I actually run the collection on the agent, nothing gets imported relative to software. 

 

As far as I'm aware, my Allow-list is OOB. Basically everything is OOB except for flipping on those 2 policies mentioned above to troubleshoot this issue. 

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Connectmustaq
Giga Guru

a week ago

Hi @mattwatts8451 ,

 

The issue of the installed-on field not populating computers for software in your cmdb_sam_sw_install table despite ACC policies being enabled can be caused by a few common factors:
  1. Software Data Collection vs. CI Linking:
    • The ACC agent may detect software installations on individual computers (as seen in test checks), but the data may not be linking correctly to the associated computer CIs in the CMDB.
    • This can happen if the computer CIs are missing, misconfigured, or do not have the correct hardware status (should be 'Operational') in the CMDB. The software install records must reference a valid and operational computer CI for installed-on to populate.
  2. Allow-list and Collection Policies:
    • Even though you mentioned the allow-list is mostly OOB (out-of-the-box), ensure no restrictive customizations are blocking software collection on specific computers.
    • The allow-list enables or restricts which checks run on the endpoints, so verify that the software discovery checks include the appropriate software inventory policies and are not blocked for computers.
  3. ACC Content Packs and Policy Configuration:
    • Confirm that the ACC agent is using the latest content packs that include software inventory checks applicable to computers.
    • File-based discovery policy alone may not always link software installs properly to computer CIs unless enhanced discovery is working as well.
    • Sometimes enhanced discovery requires additional MID servers or network access configurations.
  4. Operational Status and Discovery Jobs:
    • Check that the computer CI's hardware_status is 'Operational' and the CI is not retired or inactive; retired CIs may prevent software installs from linking.
    • Review if Discovery or the ACC collection jobs are completing successfully without errors.
  5. Steps to troubleshoot & verify:
    • Validate that computers exist in cmdb_ci_computer with proper operational status.
    • Check ACC agent logs on endpoint machines for evidence of software inventory collection and transmission.
    • Review the import and transform logs for software installs to confirm if records are created and linked.
    • Verify that the MID Server (if used) or the ACC agent connectivity to instance is stable.
In summary, the most likely root cause is a missing or misconfigured computer CI link or allow-list restrictions preventing software install records from associating with computers. Confirm the endpoints have valid CMDB computer records, that those records are operational, and verify ACC policies and allow-lists include needed software collection checks.

 

you may find below thread helpful:

please mark the answer as correct and helpful based on the impact!!

 

Kind Regards,

Shaik Mohammed Mustaq

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