Incident investigation with DEX

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Incident Investigation with DEX

    Incident investigation with DEX allows service desk agents to diagnose and resolve issues for Digital End-User Experience (DEX) monitored devices directly from incident records. This feature offers a detailed view of device and application health metrics along with suggested resolutions, enhancing the service desk experience and speeding up incident resolution.

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    Note: This functionality is available from the Zurich release and requires Service Operations Workspace for ITSM version 8.2 or later.

    Accessing DEX Incident Diagnostics

    To access DEX diagnostics and suggested resolutions, navigate to the Investigation tab of an incident record in the Service Operations Workspace. Ensure that the associated configuration item (CI) is a DEX monitored device to utilize this feature.

    Key Features

    • Device Health and Metric Checklist: Review the overall health and performance of the device related to the incident. The checklist provides metrics over a specified duration, with an option to refresh for the latest data.
    • Top Processes by CPU and Memory Usage: Monitor CPU and memory usage on DEX devices through automated snapshots that display top processes and their average usage percentages.
    • Suggested Resolutions: Access issue diagnoses and recommended actions to enhance device and application performance. You can also execute remedial actions from the Action library.
    • Playbook Experience: Manage ongoing remedial actions, cancel actions in progress, and review playbook history for effective incident resolution.

    Key Outcomes

    By utilizing incident investigation with DEX, service desk agents can expect improved incident resolution times and a more efficient service desk experience. Access to comprehensive diagnostics and suggested resolutions enables proactive management of device and application health, ultimately enhancing user satisfaction.

    Service desk agents can diagnose and resolve issues for Digital End-User Experience (DEX) monitored devices from an incident record by using DEX diagnostics and suggested resolutions.

    Incident investigation with DEX provides a comprehensive view of device and application health metrics, issue diagnosis, and suggested resolutions. It helps identify and resolve common device and application issues, leading to faster incident resolution and enhanced service desk experience.
    Important:
    Incident investigation with DEX is available from the Zurich release and requires Service Operations Workspace for ITSM version  8.2 or later.

    Accessing DEX incident diagnostics and suggested resolutions

    You can access incident diagnostics and suggested resolutions for DEX monitored devices from the Investigation tab of an incident record page. Navigate to the Service Operations Workspace and open the incident record from the Incidents list. For more information, see Incident Management in Service Operations Workspace and Features of the Investigation tab.
    Important:
    The configuration item (CI) associated with the incident record must be a DEX monitored device.
    Figure 1. DEX incident diagnostics and suggested resolutions
    DEX incident diagnostics and suggested resolutions accessed from the Investigation tab of an incident record

    Device health and metric checklist

    Review the overall health and performance of the device associated with the incident record in the Device health section. The Device health checklist shows details of device and application metrics for a specified duration. For more information, see Reviewing device health metrics in incident investigation with DEX.

    Selecting the Refresh icon displays the latest available data for device and application metrics.

    Top processes by CPU and memory usage

    Monitor the top processes by CPU and memory usage on DEX monitored devices. Automated snapshots captured periodically for different time range options show the top processes by CPU and memory usage on a device and the combined average usage percentages for these processes. For more information, see Reviewing top processes by resource usage in incident investigation with DEX.

    Suggested resolutions and remedial actions

    View issue diagnosis and suggested resolutions to improve device and application performance in the Suggested resolutions tab. For more information, see Suggested resolutions in incident investigation with DEX.

    In addition to the suggested resolutions, you can run remedial actions from the Action library to resolve device and application issues. For more information, see Run remedial actions from the Action library.

    Playbook Experience for remedial actions

    Use the Playbook Experience in incident investigation with DEX to view details of remedial actions in progress, cancel ongoing actions, and view playbook history. For more information, see Manage remedial actions in DEX incident investigation Playbook.