Skip to content
Advanced configuration › Configure › Digital End-User Experience › IT Service Management
Release: Australia · Updated: 2026-07-09 · Official documentation · View source

Switch ACC from one instance to another

Switch Agent Client Collector (ACC) to a different instance.

Before you begin

Confirm you have installed the Agent Client Collector (ACC) and set up the ACC registration key. For information on how to set up and install, see:

Role required: agent_admin and agent_client_collector_admin

For more information on roles, see Agent Client Collector user roles.

About this task

If ACC is already connected to one instance, you can switch the agent to another instance by changing the configuration in acc.yml.

Procedure

  1. Stop ACC with the steps appropriate for your operating system.

    • For Windows, access Services as Administrator and stop the Agent Client Collector service.
    • For macOS, execute the command: sudo launchctl unload -w /Library/LaunchDaemons/com.sn.acc.plist;

    • Open the acc.yml file.

    • Windows: C:\ProgramData\ServiceNow\agent-client-collector\config

    • macOS: /Library/Application\ Support/servicenow/agent-client-collector/
    • Edit the backend-url parameter to point to <ITOM Cloud Services Gateway>.

    Use any of the following gateways based on the instance location:

    • AMER: itomcnc-prod-gateway-amer.sncapps.service-now.com:443
    • EMEA: itomcnc-prod-gateway-emea.sncapps.service-now.com:443
    • APAC: itomcnc-prod-gateway-apac.sncapps.service-now.com:443 For more information on how the Agent uses the ITOM Cloud Services Gateway, see DEX Architecture.

  2. Update the following parameters:

    • connect-without-mid: true
    • instance-url: <full_instance_url>, example: https://dex.servicenow.com

    • registration-key: <registration key value>

      For more information on how to create a registration key, see Create an ACC registration key.

  3. Save the file.

  4. Delete files based on your operating system.

    • On Windows, navigate to /agent-client-collector/config/cert/cnc and remove the following files: cnc_chain.crt and priv_key.pem.go.
    • On macOS, access /Library/Application Support/servicenow/agent-client-collector/cert/cnc and delete the files: cnc_chain.crt and priv_key.pem.

    • Delete the following folders based on your operating system.

    • On Windows, delete the folder: /agent-client-collector/cache.

    • On macOS:
      • For Agent 3.4.1 or above, delete the folder: /Library/Application Support/servicenow/agent-client-collector/cache.
      • For Agent 3.4.0 or below, delete the folder: /Library/Caches/servicenow/agent-client-collector.

    • If you have connected this ACC to another instance before, do the following:

    • Copy your device serial number.

    • In the Agent Client Collectors table (sn_agent_cmdb_ci_agent), search using your device serial number.

      Note: Add the Agent ID column to the list view if it isn’t available.

    • If you find a record, copy the record Agent ID.

    • In the Agent Registrations table (sn_agent_agent_registration), search using the record Agent ID.

    • Delete any records resulting from the search.

  5. Initiate the ACC service by following the steps specific to your operating system.

    • On Windows, open Services as Administrator, then start Agent Client Collector.
    • On macOS, use the command: sudo launchctl load -w /Library/LaunchDaemons/com.sn.acc.plist.

Parent Topic:Advanced configuration