Device action diagnosis and checks
Common device action symptoms, and the tables and configurations to check during diagnosis.
| Symptom | Checks |
|---|---|
| Action doesn't appear in Employee Center | Confirm the following:- Employee Center \(ec\_enabled\) is enabled. - User applicability \(user\_applicability\) is set to End user. - Device OS matches the OS of the target device. |
| Action doesn't appear in Now Assist | Check that Now Assist \(va\_enabled\) is enabled or set to true. This setting is inactive by default. |
| Issue configuration is not available when creating a device action | Confirm that the issue configuration is:- Not already associated with another device action. - Enabled for end users through the User applicability setting. - Linked to remedial action resolution type. - Not linked to unsupported or silent engagement type. |
| Action runs but reports failure | Check the execution record for the user and device, and review the associated task for details about the failure. |
| Action completes without visible result \(macOS\) | Confirm that the sudoers file grants the required permissions to `_servicenow`.For more information, see Configure ServiceNow sudoers file. |
| Battery replacement action repeats without resolving the issue | Before creating or modifying this action, confirm that the battery replacement resolution record is correctly configured. The battery replacement action has a specific configuration requirement. |
| Action triggers unexpectedly or does not trigger at all | Check the metric source on the metric definition record. If the metric source does not match the expected evaluation method, the action may trigger incorrectly or not at all. |
Note: If a symptom persists, contact ServiceNow support.