Convert ACC from one instance to another instance

Convert Agent Client Collector (ACC) instances for monitoring to enhance data collection, visibility, tool compatibility, or meet specific monitoring needs.

Before you begin

Ensure you have setup the ACC registration key and installed ACC. For information on how to setup and install, see:

• Create ACC registration key.
• Install the Agent Client Collector on a Windows machine manually or Manually install Agent Client Collector on macOS.

Role required: agent_admin and agent_client_collector_admin

For more information on roles, see Agent Client Collector user roles.

About this task

If Agent Client Collector (ACC) is already connected to one instance, you can convert the agent to another instance by changing the configuration in acc.yml.

Procedure

1. Stop ACC with the steps appropriate for your operating system.
   • For Windows, access Services as Administrator and stop the Agent Client Collector Service.
   • For Mac, execute the command: sudo launchctl unload -w /Library/LaunchDaemons/com.sn.acc.plist;
2. Open the acc.yml file.
3. Edit instance URL to the new instance.
4. Edit the backend-url parameter to point to <ITOM Cloud Services Gateway>.
   Use any of the following gateway based on the instance location:

   • AMER: itomcnc-prod-gateway-amer.sncapps.service-now.com:443
   • EMEA: itomcnc-prod-gateway-emea.sncapps.service-now.com:443
   • APAC: itomcnc-prod-gateway-apac.sncapps.service-now.com:443

   For more information on how the Agent uses the ITOM Cloud Services Gateway, see DEX Architecture.

5. Add the following new parameters:
   • connect-without-mid: true
   • instance-url: <full_instance_url>, example: https://dex.servicenow.com
   • registration-key: <registration key value>

     For more information on how to create a registration key, see Create ACC registration key.

6. Comment out the parameter: api-key: "encrypted....”
7. Save the file.
8. Delete files based on your operating system.
   • On Windows, navigate to /agent-client-collector/config/cert/cnc and remove the following files: cnc_chain.crt and priv_key.pem.go.
   • On Mac, access /Library/Application Support/servicenow/agent-client-collector/cert/cnc and delete the files: cnc_chain.crt and priv_key.pem.
9. Delete the following folders based on your operating system.
   • On Windows, delete the folder: /agent-client-collector/cache.
   • On Mac:
     • For Agent 3.4.1 or above, delete the folder: /Library/Application Support/servicenow/agent-client-collector/cache.
     • For Agent 3.4.0 or below, delete the folder: /Library/Caches/servicenow/agent-client-collector.
10. Initiate the ACC service by following the steps specific to your operating system.
    • On Windows, open Services as Administrator, then start the Agent Client Collector Service.
    • On Mac, use the command: sudo launchctl load -w /Library/LaunchDaemons/com.sn.acc.plist.