--- 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 resolution plan AI agent # DEX resolution plan 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 resolution plan AI agent The DEX resolution plan AI agent helps ServiceNow customers generate evidence-based, actionable resolution plans strictly aligned with the diagnosed root cause of an issue. It ensures that all suggested remediation steps come from approved sources, avoiding proposals outside defined data sets. This AI agent is designed to streamline and enhance incident resolution by leveraging existing knowledge and past data. Show full answer Show less ## Workflow * Retrieves the root cause and supporting incident data such as device OS and failing component. * If root cause or device OS is missing, prompts the user for input. * Uses tools to fetch DEX remedial actions, self-help instructions, and retrieve similar incidents and relevant knowledge articles. * Constructs a resolution plan prioritizing sources in this order: DEX remedial actions, self-help instructions, past incident resolutions, and knowledge articles. * Displays up to three of the most relevant resolution steps to the user. ## Configuration and Access * **Third-party access:** Can be enabled to allow external AI agents to use this agent (default is off). * **AI specialist access:** When enabled, provides additional configuration options for input mapping and response templates (default is off). * **Long-term memory:** Optionally enables use of previous user interactions as context for improved AI responses (default is off). * Access controls define which user roles and data identity roles can use the agent and what data/actions are accessible, ensuring secure and appropriate usage. ## Tools and Integration * Integrates with scripts/tools to fetch remedial actions, self-help instructions, and retrieve similar incidents and knowledge articles. * Supports stamping resolution plans to incident worknotes for documentation and audit purposes. * Can be enabled in the ServiceNow Otto AI panel and integrated into agentic workflows such as the DEX issue diagnosis and resolution workflow. ## Benefits for ServiceNow Customers * Delivers precise, root cause--aligned resolution plans to improve incident resolution accuracy and speed. * Leverages existing DEX resolutions, incident history, and knowledge articles to provide validated solutions. * Ensures compliance with approved resolution sources, reducing risk of ineffective or incorrect resolutions. * Flexible configuration and access controls help administrators tailor the AI agent to organizational needs and security policies. This AI agent generates a resolution plan for the given issue based strictly on the root cause provided. The agent ensures all suggested steps are evidence-based, actionable, and aligned with the diagnosed root cause. No resolution is proposed outside these defined sources. ## Workflow {#itsm-dex-dex-resolution-plan-ai-agent__zsmdlwierhjt} The agent follows a prioritized sequence of approved sources: DEX resolutions (including remedial actions, self-help instructions), past incident resolutions, and knowledge base articles. 1. Retrieve the root cause of the issue and supporting data (incident number, device OS, failing component/metric). If both the root cause and device OS are missing, ask the user for input. 2. Use the Fetch remedial actions and self-help instructions tool to retrieve DEX resolutions. 3. Use the Similar incidents and knowledge articles retriever tool to search for relevant records. 4. Analyze the collected data and construct a resolution plan using DEX resolutions, past incidents, and knowledge articles. 5. From the remaining data, show up to three of the most relevant resolutions, prioritized in this order: remedial actions, self-help instructions, past incidents, and knowledge articles. 6. Display the resolution plan to the user. {#itsm-dex-dex-resolution-plan-ai-agent__ol_hcp_qwx_njc} {#itsm-dex-dex-resolution-plan-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 : Fetch remedial actions and self-help instructions : Similar incidents and knowledge articles retriever : Stamp resolution plan to incident worknotes | | 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).