---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Device action diagnosis and checks

# Device action diagnosis and checks {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Diagnose common device action symptoms by checking the related tables and configurations.
{#device-actions-issues__table_ujt_l5r_hjc__entry__2}

| Symptom | Checks |
|-|-|
| Action doesn't appear in Employee Center | Confirm the following: * Employee Center (ec_enabled) is enabled. * User applicability (user_applicability) is set to End user. * Device OS matches the OS of the target device. {#device-actions-issues__ul_rnd_pbr_hjc} |
| Action doesn't appear in ServiceNow Otto | Check that ServiceNow Otto (va_enabled) is enabled or set to true. This setting is inactive by default. |
| Issue configuration is not available when creating a device action | Confirm that the issue configuration is: * Not already associated with another device action. * Enabled for end users through the User applicability setting. * Linked to remedial action resolution type. * Not linked to unsupported or silent engagement type. {#device-actions-issues__ul_rtk_w5r_hjc} |
| Action runs but reports failure | Check the execution record for the user and device, and review the associated task for details about the failure. |
| Action completes without visible result (macOS) | Confirm that the sudoers file grants the required permissions to `_servicenow`. For more information, see [Configure the ServiceNow sudoers file](https://www.servicenow.com/docs/KVqQNXSU2o2PPbAPap1Lng "Configure the ServiceNow sudoers file to grant the servicenow user the permissions to run specific commands with elevated privileges."). |
| Battery replacement action repeats without resolving the issue | Before creating or modifying this action, confirm that the battery replacement resolution record is correctly configured. The battery replacement action has a specific configuration requirement. |
| Action triggers unexpectedly or does not trigger at all | Check the metric source on the metric definition record. If the metric source does not match the expected evaluation method, the action might trigger incorrectly or not at all. |
[Table 1. Device action checks]

{#device-actions-issues__table_ujt_l5r_hjc}  
Note:  
If a symptom persists, contact ServiceNow Customer Support.