ACC Spoke - ACCUtils can randomly give error "Error: ACC Agent_xxx is down, Restart the agent.", if there are multiple CI records for an Agent - Known Error

ACC Spoke - ACCUtils can randomly give error "Error: ACC Agent_xxx is down, Restart the agent.", if there are multiple CI records for an Agent Description IntegrationHub spokes in Flows are failing with the error: Error: ACC Agent_ is down, Restart the agent. (sys_script_include.cdaec69e0f55201037983a3485767e0b.script; line 34)

In some cases this will be a false error.

It is common for more than 1 pair of records to exist for an Agent install [sn_agent_cmdb_ci_agent + sn_agent_ci_extended_info]. For example in the situation where the file that remembers the Agent ID is not preserved during a restart/upgrade/reinstall, or where the hostname of the host changes.

The "ACCUtils" script include, "getCI" and "getCIInfo" functions use the same form of code multiple times, which assumes there will be only 1 sn_agent_ci_extended_info record per agent. The code loops through all records matching the name, and the state of the last record randomly returned by the query will be used. If that is one of the older records in Down state, the error is returned.

Steps to Reproduce

Install an Agent on a host, and wait until it has a pair of records in the instance [sn_agent_cmdb_ci_agent + sn_agent_ci_extended_info] Uninstall it, and install it again, and wait until it has a 2nd pair of records in the instance, with the same name, but a different Agent ID. You should now see that the older record is marked as Down, and the newly created one marked as Up. Create a run command action in a flow, setting the Agent as this one, and run/test it. Expected behaviour: A record for this Agent exists, and is in Up state, so no error is expected.

Actual behaviour: If the Up record happens to not be returned last from the query of the multiple records, a false error is returned. In some normal situations it is expected to have duplicate records for the same Agent.

Workaround This problem is currently under review and targeted to be fixed in a future release. Subscribe to this Known Error article to receive notifications when more information will be available.