ACC Software Usage Collection on Windows Endpoints

[Don Hall]

Hello all, we are deploying agents on Windows laptops specifically to collect software usage data. We have reclamation rules created and have updated the system property that should allow the collection of usage data for all licensable software products. When we run a test check using the Software installations and usage metrics check definition, we receive software installation data but no software usage data. I would expect to see a last used in the returned payload. 

Has anyone experienced a similar issue?

[dreinhardt]

Hi @Don Hall,

we‘re having a similar issue of Not processed usage data in SAMP we’ve checked the instance sys_log with filter to the ACC visibility module and identified a issue during the processing of the usage data (unable to process due to missing usage date etc.) issue was confirmed by SN and is planned to be fixed with the August release of the ACC. Please check the following:

Checking syslog filtered to Source "sn_acc_vis_content“

Failure: Agent Client Collector for Visibility

In
EndpointDiscoveryHandler.addInstallSoftwareRecords()

[Don Hall]

I am seeing the exact warning in our instance as well. Thanks for the response

[dreinhardt · Accepted solution]

Hi @Don Hall,

here is the full ticket trail and the PRB - PRB1897900

Checking syslog filtered to Source "sn_acc_vis_content" we've seen the following one error blocking the platform to process and import the agent payload into the sam usage tables .

Failure: Agent Client Collector for Visibility [7e735dceb71ae422]: In

EndpointDiscoveryHandler.addInstallSoftwareRecords()

the output payload is -

({items:[{configuration_item:"ce79de0b6f55ea10ad871122c6490a0e",

norm_product:"ab109c060b3022002d6c650d37673a4f", reclamation_type:"last_used_date", norm_publisher:"ab109c060b3022002d6c650d37673a4f", last_used_time:"2025-05-15 10:29:36", usage_count:NaN, discovery_source:"ACC-Visibility", user:{}, message:"insert or update failed", status:"failure"},
error:"Software Usage: Please fix the following payload fields: last_used_time", message:"missing or invalid mandatory fields", status:"failure"},

We have identified this issue as a Product Defect.
There is a PRB that is created for this issue - PRB1897900

https://support.servicenow.com/nav_to.do?uri=problem.do?sys_id=21d03846977122540c4935021153af2f

As per the PRB this issue will be fixed with the New Upgrade - SR - ITOM - Agent Client Collector Visibility Content - 202508. This upgrade will be released by next month in August.