Agent Client Collector (ACC) 6.5.x — Summary of Changes with PRB References<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Plain-language summary of the changes introduced in Agent Client Collector (ACC) Framework 6.5.x, with the corresponding Problem (PRB) reference for each item. Applies To Product: ServiceNow® IT Operations Management — Agent Client Collector (ACC) FrameworkVersion: 6.5.xPlatform Compatibility: Australia, Zurich, Yokohama, XanaduSupported Operating Systems: RHEL, Debian, Ubuntu, Windows, macOS, and other supported Linux distributionsAudience: ACC administrators planning or performing upgrades Overview This article summarizes the changes introduced in Agent Client Collector 6.5.x. Each item is described in plain language with the corresponding PRB reference so customers can validate specific fixes with ServiceNow Support or reference them in change management documentation. Changes and PRB References 1. Sudoers changes. The sudoers file shipped with ACC now includes the commands the agent needs to run its own upgrade (start and stop the service and install the RPM or DEB package). Without these entries, upgrades fail at the Agent Verification stage. Review your current sudoers configuration against the updated sample before upgrading. Reference: PRB1997502. 2. Local DB API timeout. This fix applies to the agent's internal embedded database, not to any customer-installed database such as Oracle or SQL Server. Agents previously experienced intermittent timeouts on their local DB that were cleared only by restarting the agent. Reference: PRB1939811. 3. Preserver and exclusion tables. This change affects instance cloning, not agent behavior. Certain ACC tables were missing from the default System Clone Profile and could be handled incorrectly during clones. They are now included by default. No action is required unless you clone your instance. Reference: PRB1991790. 4. Stale check messages. These messages live on the ServiceNow instance in the Automation Error Messages table, not in local agent logs. Previously, edited check definitions left old error entries showing as active. They are now cleared automatically. Reference: PRB1932149. 5. ACCErrorRefiner Script Include. This Script Include runs on the ServiceNow instance, not on the agent, so it does not affect agent-side log verbosity. It translates generic error codes (ACC-1500, ACC-2000, ACC-2500) into more specific codes based on the check output, improving what you see in the Error Triage Dashboard. 6. Agent upgrade error suggestions. Automation Error Messages for agent upgrade failures now include remediation guidance in the Error Suggestion field. Some non-actionable error codes (5000, 5001, 5002, 5003, 5004, 5008, and 5014) are now logged as system events rather than surfaced as customer-facing errors. Check the Error Suggestion field first when troubleshooting upgrade issues. Reference: PRB1986215. 7. Registration file-permission check. The agent now validates UNIX file permissions and ownership on its certificate directory (/etc/servicenow/agent-client-collector/cert/cnc/) after registration and raises an Automation Error Message on the instance if there is a problem. This check does not cover SELinux or fapolicyd — those still require separate validation using audit logs and their respective diagnostic tools. Reference: PRB1905092. 8. Golden Image Preparation. Installers now accept a GOLDEN_IMAGE parameter that automatically prepares the agent for use in a VM template. When set, the agent installs but does not register or generate an agent ID until the cloned VM first boots. This prevents the duplicate-agent-ID issue that occurs when cloning VMs from an unprepared template. Recommended for large-scale rollouts using VM templates. 9. PAC_FILE parameter. PAC_FILE specifies the path or URL to a Proxy Auto-Configuration file — a JavaScript file that programmatically tells the agent which proxy to use for a given destination. The single-line installer for macOS and Linux now applies this parameter at install time, matching the behavior of the Windows MSI installer. Use PAC_FILE when your environment uses PAC-based proxy selection instead of a static HTTPS_PROXY URL. Reference: PRB2006834. 10. Relocation flag during selective upgrade. Selective upgrade now honors the relocation prefix on a per-agent basis. Agents installed to non-default paths using rpm --relocate are upgraded in place at their relocated paths. Mixed deployments where only some hosts use relocation are handled correctly. Previously, selective upgrade against a relocated agent failed with a timeout. Reference: PRB1960861. 11. macOS database and cache preservation. On macOS agent upgrades, the local databases folder (/Library/Application Support/servicenow/agent-client-collector/databases) and the cache folder are now backed up and restored during the upgrade. Previously, local databases were lost during upgrade and had to be rebuilt. Linux and Windows deployments are unaffected — they were already correct. Reference: PRB1961661. Recommended Actions Before upgrading, review the updated sudoers requirements against your current configuration and validate the upgrade in a non-production environment. If your deployment uses non-default installation paths (via rpm --relocate), plan to upgrade to 6.5.x to take advantage of relocation support in selective upgrade. If you are building VM templates as part of the rollout, use the GOLDEN_IMAGE installer parameter. Additional Resources ACC Framework on the ServiceNow Store: https://store.servicenow.com/store/app/bc09636e1be06a50a85b16db234bcbd1ACC Framework Release Notes: https://www.servicenow.com/docs/r/store-release-notes/store-rn-itom-acc-framework.htmlInstall ACC on Linux: https://www.servicenow.com/docs/r/zurich/it-operations-management/agent-client-collector/install-acc-linux.html Keywords ACC, Agent Client Collector, 6.5.x, 6.5.0, 6.5.1, release notes, upgrade, sudoers, relocation, GOLDEN_IMAGE, PAC_FILE, ITOM, PRB, MID Server