Device action diagnosis and checks

Common device action symptoms, and the tables and configurations to check during diagnosis.

Table 1. Device action checks

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.
Action doesn't appear in Now Assist	Check that Now Assist (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.
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 ServiceNow sudoers file.
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 may trigger incorrectly or not at all.

Note:

If a symptom persists, contact ServiceNow support.