Apparently Empty Model ID/Manufacturer values on Computer/Server CIs discovered by ACC - Known Error

Apparently Empty Model ID/Manufacturer values on Computer/Server CIs discovered by ACC Description When performing a discovery of servers using ACC, some of these servers are updated with apparently empty model and manufacturer values. On looking up the XML view of the CI, values can be seen, but these are not the correct sys_id references to the cmdb_hardware_product_model/core_company tables. e.g. ProLiant DL380 Gen9 HP

Steps to Reproduce

Run host data collection on an ACC Agent. Expected behaviour:

The EnhancedDiscoveryHandler should not expect a model_number, so should create the model/manufacturer references based on the values it does have, or leave the fields empty.

ACC-F v5 would only be expected to provide a model_number value in the payload if it is Linux or Mac, and if there is a value in the first place. model_number is not fetched for Windows.

Actual behaviour:

The model ID and Manufacturer references are not added, instead leaving corrupt values in the reference fields. This is likely to then cause unexpected behaviour from any code expecting to use Model references in CIs and linked Assets.

The EnhancedDiscoveryHandler script include, which acts as the Sensor for ACC-VC ECC Queue inputs is supposed to lookup existing records, or create them, and substitute the display values for the proper sys_ids, before passing the payload to the CMDB IRE.

On gathering the logs for the transaction, the following error is seen, due to the code assuming there will also be a model_number value which might not be present in the input.:

2025-09-17 02:37:42 (086) worker.0 worker.0 txid=c57a44a1c34c SSI_d53b1f4beeb74133ac9ce143c92934b0 SEVERE *** ERROR *** sn_acc_vis_content (EnhancedDiscoveryHandler): Agent Client Collector for Visibility [eded6586707d9da6]: Exception in EnhancedDiscoveryHandler.osInformationToIREParsable() : : ConversionError: The undefined value has no properties.

The display values in the payload are then passed on to IRE as-is, causing the corrupt values.

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.

For a workaround, modify the below line in the EnhancedDiscoveryHandler script include:

var modelNumber = valuesJson["model_number"]; To

var modelNumber = valuesJson["model_number"] ? valuesJson["model_number"] : ""; Note: This will be treated as a customisation, and will need to be reverted/backed-out when you upgrade the app to the fixed version, or will be skipped in future upgrades.