Trouble Shooting Guide for ACCVCACCVC have four major policies/features as of release 1.3.0.1. Enhanced Discovery Policy.2. Software Installed Policy.3. SAM Discovery Policy.4. File based Discovery Policy.The following section provide a detailed explanation of each feature. Enhanced Discovery Policy 1. Overview Policy Name: Enhanced Discovery PolicyPurpose: Discovers core CI attributes (e.g., hostname, IP address, OS details, etc.) without software inventorySupported Platforms: Windows, Linux,MACSupported Class: All agents 2. Prerequisites & Setup No prerequisites. 3. Data Collection Flow Collect host data button, triggers this policy on demand. 4. Permissions Required This section details permissions needed by the ACC Agent to collect this data: Platform Required User Recommended User Windows Default Servicenow Local System User Linux Default Servicenow Local System User MAC Default Servicenow Local System User 5. CI Types Created/Updated This policy is responsible for creating or updating the following CI types: cmdb_ci_computercmdb_ci_network_adaptercmdb_ci_storage_devicecmdb_ci_file_systemcmdb_running_processcmdb_serial_numbercmdb_ci_ip_addresscmdb_ci_dns_namecmdb_ci_memory_modulecmdb_tcp 6. Debugging Instructions 6.1 Scenario A: Data Not Reaching Instance Possible root causes: Agent failed to collect dataPermissions missing Checklist Verify policy is triggeredConfirm required capabilities are availableCheck agent logs (agent.log, execution.log)Check MID Server logs if usedLook at input ECC Queue Look for payload entries with expected policy name 6.2 Scenario B: Data Received but Not Processed Possible root causes: Payload structure invalidScript Include(EnhancedDiscovery Handler or MainDiscoveryHandler) logic filtered the dataTransform map skipped the record Checklist Open the input payload in ECC QueueTrace check type and script include executionValidate filters applied inside the codeCheck syslog entries for errorsValidate CI class rules and transform logic 7. Known Issues & Troubleshooting Tips Issue: Enhanced Discovery is not populating certain dependent table CIs (PRB1818684)Fix: Fixed in 1.3.0 Software Installed Policy 1. Overview Policy Name: Software Installed PolicyPurpose: Discovers installed software and edition of Adobe and MSSQL softwares on windows machines.Supported Platforms: Windows, Linux, MACSupported Class: Windows and MAC (Only Servers), all linux devices 2. Prerequisites & Setup No prerequisites. 3. Data Collection Flow The policy is scheduled to run every 24 hours out of the box (OOB), and there is no way to execute it dynamically. However, the associated check definition can be tested using the 'Test Check' option. 4. Permissions Required Platform Required User Recommended User Windows Default ServiceNow Local System User Linux Default ServiceNow Local System User MAC Default ServiceNow Local System User 5. CI Types Created/Updated This policy creates/updates software-related records in the following CI types: cmdb_sam_sw_install ( If SAM professional plugin is activated)cmdb_software_instance and cmdb_software_pkg ( If SAM professional is not activated) It creates records in this table with discovery_source attribute as 'Servicenow'. 6. Debugging Instructions 6.1 Scenario A: Data Not Reaching Instance Possible root causes: Agent failed to collect dataPermissions missing Checklist: Check if policy is triggered Review ECC Input Queue for payloadSearch for payload entries tagged with installed_software 6.2 Scenario B: Data Received but Not Processed into respective tables Possible root causes: Payload structure incorrectScript Include(EnhancedDiscovery Handler or MainDiscoveryHandler) logic filtered the dataVerify the "Software Filter" configuration on the configuration console. Checklist: Open the input payload in ECC QueueTrace check type and script include executionValidate filters applied inside the codeCheck syslog entries for errorsValidate CI class rules and transform logic 7. Known Issues & Troubleshooting Tips Issue: Duplicate entries Fix: Verify that duplicate software install belong to same discovery source or not. SAM Discovery Policy 1. Overview This feature collects installed software data, total usage metrics, and last usage metrics for Windows and Mac endpoint devices (not servers). It uses three related policies: SAM Discovery PolicySAM Background Policy (with osqueryd)SAM Background Policy (Non-osqueryd) Only one of the two background policies is active at a time, governed by this property "sn_acc_vis_content.enable_sam_collection_without_osqueryd", if true the SAM background (Non OSqueryd) policy is activated, else the other one. 2. Prerequisites & Setup 2.1 Agent & User Requirements Policy OS User Required Minimum Agent Version Osqueryd Setup Required? SAM Background Policy Windows/Mac Default ServiceNow User Any Yes SAM Background Policy (Non-osqueryd) Windows/Mac Administrator/NT_AUTHORITY SYSTEM (Windows), root (Mac) 4.1.0+ No SAM Discovery Policy Windows/Mac Default ServiceNow User Any No 2.2 Osqueryd Setup Required only for SAM Background Policy (with osqueryd). Refer to the official osqueryd setup documentation. 2.3 KB References for Last Usage Metrics Setup KB1699899KB1642676 (If not using local system account for running ACC service) 2.4 Instance level Configuration Define reclamation rule for products needed to be monitored ( or change this system property to true)Create a sys_user record for the user metrics needed to be monitored. 2.5 Plugin Requirement SAM Professional Plugin 3. Data Collection Flow SAM Background Policy (with osqueryd) collects total usage metrics and stores them in a marker .json file.SAM Background Policy (Non-osqueryd) collects total usage metrics and stores them in an SQLite database.SAM Discovery Policy collects installed software details, last usage metrics, and reads total usage metrics from the appropriate storage (marker file or SQLite DB). 4. Permissions Required Platform User Role Notes Windows Administrator / NT_AUTHORITY SYSTEM Required for Non-osqueryd background policy Mac root Required for Non-osqueryd background policy Windows/Mac Default ServiceNow User Used by SAM Discovery Policy and osqueryd background policy 5. CI Types Created/Updated cmdb_sam_sw_install --> Software detailssn_acc_vis_content_sam_software_usage_staging --> Staging table to store the total usage information for one month, then it will be shipped to samp_sw_usage table.samp_sw_usage --> Last usage metrics. 6. Debugging Instructions 6.1 Data Not Reaching Instance Verify correct policy activation (only one background policy active)Check agent version compatibilityConfirm osqueryd setup if using osqueryd background policyCheck service user permissions (Administrator/root for Non-osqueryd policy)Review agent and MID logs for errorsValidate ECC Input Queue for payload delivery 6.2 Data Received but Not Processed Confirm payload structure (marker .json or SQLite DB as per active policy)Validate transformation scripts reading usage metricsReview syslog entries for errors or filter exclusions and also review the prerequistes 7. Known Issues & Troubleshooting Tips Both Background Policies Enabled — Conflict can occur; ensure only one is active.Insufficient Permissions — Non-osqueryd policy requires elevated user privileges.Agent Version Below 4.1.0 — Non-osqueryd policy won’t work; upgrade agent. File based discovery is documented in detail in this KB article. The most common issue which is reported by ACCVC customers are 'Data Missing'. Steps to Debug: 1. Identify which check definition is responsible for collecting the data. 2. Navigate to the agent CI tab and click on the "Recent Input ECC Queue" related link to verify whether the corresponding policy was triggered. 3. If the required information is missing, check the permissions. 4. If the data is present in the ECC queue but not reflected in the corresponding CMDB tables, verify the check type associated with each policy and debug it based on the specific logic outlined for each issue.