---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Agent client collector (ACC) diagnostic AI agent

# Agent client collector (ACC) diagnostic AI agent {#ariaid-title1}

Release version: Australia  
Updated August 14, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Agent Client Collector (ACC) Diagnostic AI Agent

The Agent Client Collector (ACC) Diagnostic AI Agent helps ServiceNow users efficiently resolve ACC errors by analyzing ACC Error Reports and providing tailored suggestions based on identified error codes.
It supports users by retrieving relevant error data and delivering responses without exposing the raw report contents.
Show full answer Show less  

## How It Works

* The agent determines if a user query pertains to general ACC agent errors or specific ACC error codes.
* It retrieves the corresponding ACC Error Report accordingly.
* Error codes and suggested resolutions are extracted from the report.
* Responses are formatted using predefined templates to guide users in troubleshooting.
* The agent supports follow-up questions, leveraging report information to provide continued assistance.

## Configuration and Access

* **Third-party Access:** Disabled by default; can be enabled to allow third-party AI agents to use this agent.
* **AI Specialist Access:** Disabled by default; enabling grants AI specialists additional configuration options for input mapping and response template customization.
* **Long-term Memory:** Disabled by default; when enabled, the agent uses prior user interactions as context to improve responses.
* These settings are managed through the AI Agent configs \[snaiaagentconfig\] table and system properties.
* **User Roles:** Access is restricted to users with roles `agentclientcollectoruser` or `agentclientcollectoradmin`.

## Integration and Usage

* The agent can be integrated into Virtual Agent or ServiceNow Otto panels using Assistant Designer.
* It is designed to be part of agentic workflows focusing on ACC diagnostics.
* Administrators can optionally configure triggers to automate or customize agent activation.  
This agent assists users in resolving ACC errors by providing suggestions based on the error codes found in the ACC Error Reports. It aims to help users resolve errors efficiently and effectively.

## Workflow {#itsm-acc-agent-client-collector-acc-diagnostic-agent-ai-agent__zsmdlwierhjt}

The agent helps users resolve ACC errors.

1. Determine if the user is asking about errors from an ACC agent or a specific ACC error code.
2. If the user is asking about errors from an ACC agent, retrieve the ACC Error Report for the ACC agent.
3. If the user is asking about a specific ACC error code, retrieve the ACC Error Report for the error code.
4. Extract the error codes and suggestions from the retrieved ACC Error Report.
5. Use the appropriate response template to respond to the user.
6. Allow the user to ask any follow-up questions and try to answer them based on the information in the ACC Error Report, but do not display the output of the report.
{#itsm-acc-agent-client-collector-acc-diagnostic-agent-ai-agent__ol_hcp_qwx_njc}  
{#itsm-acc-agent-client-collector-acc-diagnostic-agent-ai-agent__zsmdlwierhjt__entry__2}

| Field | Description |
|-|-|
| Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. |
| Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. |
| Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). |
| Tools | Script :   ACC Error Summary report retriever |
| Allowed user roles The specific user roles that can access this AI agent. | agent_client_collector_user, agent_client_collector_admin |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | agent_client_collector_user, agent_client_collector_admin |
| Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). |
| Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). |
| Used in agentic workflows | Agent Client Collector (ACC) Diagnostic |
[Table 1. Configuration]

Learn more about IT Service Management at [IT Service Management](https://www.servicenow.com/docs/access?context=r_ITServiceManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US).