--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # DEX diagnosis AI agent # DEX diagnosis AI agent {#ariaid-title1} Release version: Australia Updated August 14, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of DEX Diagnosis AI Agent The DEX Diagnosis AI Agent is designed to assist ServiceNow IT support and operations teams in diagnosing device and application performance issues through a structured, step-by-step root cause analysis. It aggregates device health metrics, event logs, and historical incident data to isolate relevant evidence, providing a clear and traceable diagnosis without performing remediation. Show full answer Show less ## Key Features * **Data Collection:** Utilizes the Device Diagnostic Data Collector tool to gather comprehensive device details including OS, version, hardware specs, health metrics, and event logs. * **Historical Context:** Employs the Similar Incidents Retriever tool to identify past incidents with related symptoms or resolution patterns, helping to contextualize current issues. * **Application-Specific Diagnosis:** Includes a Zoom Call Diagnosis skill activated only for Zoom-related issues to focus analysis. * **Evidence-Based Diagnosis:** Filters collected data to keep only useful sources, identifies the most probable root cause with supporting evidence such as metrics and event patterns, and presents findings in a clear, structured, and user-friendly format. * **Configurable Access Controls:** Supports settings to allow or restrict third-party AI agents and AI specialists, manage long-term memory for context retention, and control user roles and data access for secure operation. * **Integration and Workflow Support:** Enabled for the ServiceNow Otto panel and integrated within the DEX issue diagnosis and resolution workflow, streamlining IT Service Management processes. ## Practical Use and Benefits for ServiceNow Customers ServiceNow customers can leverage this AI agent to accelerate and improve the accuracy of root cause analysis for device and application issues. By systematically analyzing multiple data sources and referencing historical incidents, the agent helps reduce investigation time and increase confidence in diagnostics. The structured output supports clear communication within IT teams and with stakeholders. Customers can expect enhanced clarity, traceability, and efficiency in troubleshooting without the AI agent performing any automatic remediation, maintaining control over resolution steps. ## Configuration and Access The agent's configuration includes options to enable third-party or specialist AI access and long-term memory for contextual understanding. Access is controlled through specific user roles tailored to incident management and diagnostics, ensuring that only authorized personnel can use the agent and access sensitive data. Administrators can also define triggers and enable the agent within the ServiceNow environment to suit organizational workflows. This AI agent specializes in structured root cause diagnosis of device and application performance issues through a step-by-step process. This agent aggregates device health metrics, event logs and historical incident data, then systematically evaluates each source to isolate relevant evidence. ## Workflow {#itsm-dex-dex-diagnosis-ai-agent__zsmdlwierhjt} The agent does not perform remediation, but it supports IT support and operations teams by providing a high-confidence diagnosis, highlighting affected components, key data sources, and patterns---ensuring clarity and traceability in issue investigation. 1. Use the Device diagnostic data collector tool to gather issue details, device specifications (OS, version, RAM, CPU, disk space), health metrics (all available categories), and device events (system and service events). 2. Use the Similar incidents retriever tool to find past incidents with related symptoms, affected devices, components, or resolution patterns. 3. Call the Zoom call diagnosis skill ONLY when the issue explicitly indicates Zoom application. 4. Review the collected data and keep only the sources that provide useful information. 5. From the remaining data, identify the most probable root cause with supporting evidence. 6. Present the diagnosis in a bulleted list and include the following: incident number (if available), device information (OS, version, model), root cause with explanation, supporting evidence (metrics, events, patterns), and the confidence level with justification. Use clear headers and structured sections for readability. 7. Display the diagnosis to the user before proceeding. {#itsm-dex-dex-diagnosis-ai-agent__ol_hcp_qwx_njc} {#itsm-dex-dex-diagnosis-ai-agent__zsmdlwierhjt__entry__2} | Field | Description | |-|-| | Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. | | Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. | | Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Scripts : Device diagnostic data collector : Similar incidents retriever Generative AI skill : Zoom Call Diagnosis Data Collector | | Allowed user roles The specific user roles that can access this AI agent. | sn_incident_write | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | dex.incident.ai.worker access_analyzer_ai_user, action_designer, action_write_enabled, actsub_user, agent_client_collector_user, agent_role_config_viewer, agent_workspace_user, app_service_user, canvas_user, certification, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, contact_user, data_manager_user, data_mapping_user, decision_table_admin, decision_table_reader, dependency_views, email_client_template_read, email_composer, fd_read_actions, fd_read_operations, fd_read_operations_all, flow_designer, flow_operator, flow_write_enabled, interaction_agent, itil, knowledge, mbplus_reader, notify_view, now_assist_panel_user, one_extend_viewer, openapi_admin, pa_viewer, personalize_decision_table_input, platform_ml_di.admin, platform_ml_read, prompt_library_user, report_user, role_viewer, sam_user, scan_user, service_status_subscriber, snc_platform_rest_api_access, sn_ace.ace_user, sn_aia.viewer, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_bm_client.benchmark_data_viewer, sn_change_read, sn_change_write, sn_cimaf.sn_cimaf_read, sn_cmdb_user, sn_comm_management.comm_plan_viewer, sn_conv_fa.conv_fa_designer, sn_data_kit.analyst, sn_dex.ai_user, sn_dex.engineer, sn_dex.service_desk_user, sn_dex.user, sn_dex_content.user, sn_dex_desktop.notification_template_admin, sn_dex_ms365.user, sn_dex_score.dashboard_user, sn_dex_zoom.user, sn_diagram_builder.db_read, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_incident_read, sn_incident_write, sn_itam_recomm.recommendations_read, sn_itsm_aia.sn_aia_chg_conflict, sn_itsm_aia.sn_aia_chg_quality, sn_itsm_aia.sn_aia_chg_schedule, sn_itsm_contact_query, sn_mcp_client.viewer, sn_nb_action.next_best_action_user, sn_nowassist_admin.user, sn_now_canvas_ai.interactive_view_user, sn_pren.experience_issue_read, sn_problem_read, sn_problem_write, sn_prompt_assist.prompt_developer, sn_publications_recipients_list_user, sn_publications_recipients_user, sn_query_gen.user, sn_reacf.sn_remedial_action_read, sn_request_approver_read, sn_request_read, sn_request_write, sn_skill_builder.viewer, sn_sla_definition_query, sn_sow.it_agent_dashboard_user, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_sub_man.admin, sn_udc.basic_read, sn_uib_collab.user, sn_uxc_gen_ai.sn_aia_sla_explain, sn_workflow_studio.workflow_studio_read, survey_reader, task_editor, template_editor, template_read_global, tracked_file_reader, trigger_designer, trigger_designer_read, usage_admin, view_changer, viz_creator, workflow_ai_author, workspace_user | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Enable the AI agent for the ServiceNow Otto panel. | | Used in agentic workflows | DEX issue diagnosis and resolution workflow | [Table 1. Configuration] Learn more about IT Service Management at [IT Service Management](https://www.servicenow.com/docs/access?context=r_ITServiceManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US).