Upgrade an agent in an instance

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read

    • Perform selective self-upgrade instead of bulk upgrade for enhanced efficiency when working with agents that are difficult to access, such as agents deployed in the cloud. You can perform selective upgrade on up to 50 agents at a time.

    Before you begin

    Note:
    Selective upgrade is available for the agents version 2.7.0 and above.

    Supported Operating Systems: Windows, Linux and macOS.

    Ensure that data files are up to date by restarting the MID Server and collecting host data. For details on collecting host data, see Run host data collection on demand.

    Note:
    Ensure that you have sudo permissions and that the following configurations are set:
    Table 1. Linux Operating Systems
    OS Commands Agent version
    CentOS,Red Hat
    • /usr/bin/systemctl start acc
    • /usr/bin/systemctl stop acc
    • <systemctl location> daemon-reload (default location is /usr/bin)
    • /usr/bin/rpm -Uv <cache dir location>/upgrade/agent-client-collector-upgrade.rpm

    Default cache directory location: /var/cache/servicenow/agent-client-collector

    • unzip -o: Unzips the signature file to validate the installation.
    • openssl dgst -sha256 -verify: Verifies use of a signature from a servicenow installation file.
    		 2.7
    Debian, Ubuntu
    • /usr/bin/systemctl start acc
    • /usr/bin/systemctl stop acc
    • <systemctl location> daemon-reload (default location is /usr/bin)
    • /usr/bin/dpkg --install --refuse-downgrade --skip-same-version <cache dir location>/upgrade/agent-client-collector-upgrade.deb

    Default cache directory location: /var/cache/servicenow/agent-client-collector

    • unzip -o: Unzips the signature file to validate the installation
    • gpg -import && gpg --verify: Verifies use of a signature from a servicenow installation file.
    		 2.7
    Table 2. macOS
    OS OS version Commands Agent version
    macOS
    • /bin/launchctl load -w /Library/LaunchDaemons/com.sn.acc.plist
    • launchctl unload -w /Library/LaunchDaemons/com.sn.acc.plist
    • installer -target / -pkg /Library/Application\ Support/servicenow/agent-client-collector/cache/upgrade/agent-client-collector-upgrade.pkg
    		 2.7
    When connecting via a MID Server, ACC installs need to access one of the following URLs:
    • https://<MID-WEBSERVER-URI:PORT>/static/acc_installers
    • https://install.service-now.com/
    When upgrading MID-less agents, upgrade is performed at the URL set in the agent-upgrade-url-path property of the acc.yml file. If no URL is set at this property, upgrade is performed by downloading the installer script from the following Content Delivery Network (CDN) URL: https://cdn-install.sncapps.service-now.com/glide/distribution/builds/package
    Note:
    When using a CDN, send your download request through a proxy server, for added security. For details, see Configure a download proxy for Agent Client Collector upgrades.
    Select the version to which you want to upgrade your agent.
    1. Navigate to All > System Properties > All Properties.
    2. Select New.
    3. Assign the following values:
      • Name = sn_agent.agent_upgrade_version
      • Type = string
      • Value = The version number to be upgraded to, in the format <major_version.minor_version.patch_version>. For example: 4.3.2
    4. Select Submit.
    If you do not select a version, the agent automatically upgrades to the current Agent Client Collector Framework scoped app version.

    Role required:

    • Windows: Local SYSTEM account (Agent Client Collector service running as Local System)
    • Linux: sudo rpm/dpkg/systemd-run
    • macOS: sudo pkg

    Procedure

    1. Navigate to All > Agent Client Collector > Agents.
    2. Select the agent that you want to upgrade.
      Verify that the agent has both a version number and Status=Up.
    3. In the Related Links section, select Upgrade agent.
    4. In the confirmation dialog box, select Upgrade.
      The Agent Upgrade Histories page appears, where you can monitor the upgrade progress in the State column, which displays either Success or Failed. The full upgrade process takes between 3-10 minutes.
    5. View the log for the agent upgrade in the Message column.
      • For a failed upgrade on a Linux machine, navigate to the <cache directory location>/upgrade/agent-client-collector-upgrade.rpm file and ensure that the configurations are set for the relevant OS, according to the Linux Operating Systems table, above.
      • For a failed upgrade on a Windows machine, check the relevant log file, located at <user folder>\AppData\Local\Temp\ACC_Logs:
        • ACC logs: ACC_Upgrade.log
        • MSI logs: MSI_ACC_Upgrade.log
      • For a failed upgrade on a macOS machine, check the log file, located at /Library/Application Support/servicenow/agent-client-collector/log/upgrade.log.