---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure

# Configuring Proactive Engagement {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure Proactive issue detection rules and resolutions so that employees can self-solve digital issues seamlessly.

## Configuration overview {#configuring-proactive-engagement__section_sty_dw2_s1c}

The Proactive Engagement application helps you to configure and provide instructions as remedial actions. These remedial actions act as self-help instructions to resolve their digital issues proactively.
* **[Setting up Proactive Engagement](https://www.servicenow.com/docs/vbgJLiDtRptAR0vuleW_yA)**   
  Setting up Proactive Engagement enhances the issue resolution capabilities of the organisation to help employees resolve their digital experience issues.
* **[Configuring Proactive Engagement resolutions with DEX](https://www.servicenow.com/docs/RjPh94hOsh~U4lqKRfcxSw)**   
  Metric rules help the organization by setting the criteria and trigger alerts when the device or the application monitored deviates from the specified metrics.
* **[Configuring Email as a notification channel for Proactive Engagement](https://www.servicenow.com/docs/gm31ky0ounnNxDEtEARj7g)**   
  Email notification is one of the notification channel along with Desktop assistant and Virtual agent when you choose self-help instructions or URL as the resolution type.
* **[User Criteria Settings](https://www.servicenow.com/docs/SJGw~uVcqmlhi3obREkFEA)**   
  User criteria settings details the settings in Proactive Engagement to group the users for certain conditions.