Agent client collector (ACC) diagnostic AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • 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

    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.
    Table 1. Configuration
    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.
    Tools
    Script
    ACC Error Summary report retriever
    Agent roles (ACLs) agent_client_collector_user, agent_client_collector_admin
    Data access roles 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.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Agent Client Collector (ACC) Diagnostic

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