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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Diagnose and resolve issues on DEX monitored devices

# DEX issue diagnosis and resolution agentic workflow {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
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![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 issue diagnosis and resolution agentic workflow

The Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow enables ServiceNow customers to automatically diagnose and resolve incidents on DEX monitored devices using the ServiceNow Otto panel or AI Agent Studio.
It provides root cause analysis and generates actionable resolution plans by leveraging device health data, historical incidents, and integrated diagnostics such as Zoom call quality analysis.
This workflow streamlines incident handling by automating diagnosis, recommending remedial actions, and updating incident records efficiently.
Show full answer Show less  

## Key Features

* **Automated diagnosis:** Uses device health metrics, event data, and patterns from past incidents to identify root causes.
* **Zoom diagnostics integration:** Correlates device, network, and application data to diagnose Zoom call quality issues.
* **Resolution plans:** Provides remedial actions, self-help instructions, and Knowledge Base articles to resolve issues.
* **Incident record updates:** Automatically appends approved resolution summaries to incident Work notes.
* **Access via ServiceNow Otto panel:** Service desk agents can initiate the workflow with prompts containing "diagnose and resolve."
* **AI Agent Studio support:** Administrators can configure and test the workflow within AI Agent Studio.

## Requirements for Use

* Installation of the ServiceNow Otto for ITSM plugin and the Digital End-User Experience application.
* Appropriate user roles: combinations including **sndex.servicedeskuser and ITIL** or **sndex.engineer and ITIL**.
* Activation of the agentic workflow template.
* Incident must be associated with a single, DEX monitored physical device having a compatible operating system.
* Incident must be created within the past month and have a valid incident number.

## How to Use

* **Service Operations Workspace:** Open an incident, use the ServiceNow Otto panel, and enter a prompt including "diagnose and resolve" to generate diagnosis and resolution steps.
* **AI Agent Studio:** Administrators can define workflow parameters, user access, data access, triggers, and output display, then test the workflow by submitting prompts such as "Diagnose and resolve incident number."

## AI Agents Involved

* **DEX diagnosis AI agent:** Performs root cause analysis using device health metrics and past incidents; if data is insufficient, it requests additional information.
* **DEX resolution plan AI agent:** Gathers remedial actions, self-help guidance, and KB articles to create a resolution plan; if no resolution is found, manual investigation is needed.

## Benefits for ServiceNow Customers

This agentic workflow accelerates incident resolution on DEX monitored devices by automating root cause analysis and providing practical, actionable remediation steps. It helps service desk teams reduce manual diagnostic effort, improve incident handling consistency, and enhance end-user satisfaction by resolving issues more efficiently. Integration with the ServiceNow Otto panel and AI Agent Studio offers flexible access and administration options tailored to customer operational needs.  
Use the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow from the ServiceNow Otto panel to diagnose and resolve common issues on DEX monitored devices.

## DEX issue diagnosis and resolution agentic workflow overview {#now-assist-itsm-dex-diagnosis-resolution-workflow__section_vtk_ftd_bhc}

Using the DEX issue diagnosis and resolution agentic workflow:

* Get automated diagnoses for incidents on DEX monitored end-user devices. Root cause analysis is generated based on sources like device health check data from 24 hours before the incident to incident time and similar past incidents. With the integration of Zoom specific diagnostics, you can diagnose Zoom call quality issues by correlating device, network, and application data.
* Get resolution plans for detected device issues based on remedial actions and self-help instructions, past incident resolutions, and Knowledge Base articles.
* Provide approval and have the resolution summary automatically stamped to the Work notes of an incident record.
{#now-assist-itsm-dex-diagnosis-resolution-workflow__ul_ymp_3td_bhc}

## Applications required to access the agentic workflow {#now-assist-itsm-dex-diagnosis-resolution-workflow__section_u2n_k2f_bhc}

To access the DEX issue diagnosis and resolution agentic workflow, make sure that you install the following applications:

* ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
* Digital End-User Experience application. For more information, see [Install Digital End-User Experience](https://www.servicenow.com/docs/3Ei~nK2qqh_Lci8rn9XW7A "Digital End-User Experience (DEX) is available with activation of the Digital End-User Experience [sn_dex] plugin. You must have the admin role to install the DEX product [sn_dex]. During installation, Application and Device Health is included as a component in DEX.") and [Configuring Digital End-User Experience](https://www.servicenow.com/docs/8XZNMBiqW0MBh~DhxBOwKQ "You can set up and configure Digital End-User Experience based on your organization's specific requirements. Learn how to integrate web and installed applications and to manage the Application and Device Health monitoring system.").
{#now-assist-itsm-dex-diagnosis-resolution-workflow__ul_c1c_q54_jhc}

## Roles required to access the agentic workflow {#now-assist-itsm-dex-diagnosis-resolution-workflow__section_f11_rfv_chc}

To use the DEX issue diagnosis and resolution agentic workflow, you must have one of the following role combinations:

* sn_dex.service_desk_user and ITIL
* sn_dex.engineer and ITIL
{#now-assist-itsm-dex-diagnosis-resolution-workflow__ul_tnk_tfv_chc}

## Additional requirements to access the agentic workflow {#now-assist-itsm-dex-diagnosis-resolution-workflow__section_xtq_5wd_dhc}

The DEX issue diagnosis and resolution agentic workflow provides incident diagnosis and resolution only when the following requirements are met.

* The agentic workflow must be activated. For more information, see [Activate an agentic workflow template](https://www.servicenow.com/docs/access?context=activate-aia-use-case&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
* The incident number must be valid.
* The incident record must be associated with a single, DEX monitored physical endpoint or device. Only one device configuration item (CI) must be configured either as the primary CI in the Configuration item field or in the Affected CIs list.
* The device associated with the incident must have a DEX compatible operating system. For more information, see [DEX system requirements](https://www.servicenow.com/docs/~xUr~f8uM743jEOePN797g "System requirements are the fundamental specifications and configuration needed to install and run DEX effectively.").
* The incident must be created within the past month. Incidents older than one month cannot be diagnosed and resolved using the agentic workflow.
* To make sure that the correct agentic workflow is initiated, include the phrase "diagnose and resolve" in your ServiceNow Otto panel prompt.
{#now-assist-itsm-dex-diagnosis-resolution-workflow__ul_asq_ywd_dhc}

## Accessing the agentic workflow {#now-assist-itsm-dex-diagnosis-resolution-workflow__section_sf3_twc_dhc}

Service desk agents can access the agentic workflow from the Service Operations Workspace by using the ServiceNow Otto panel.  
Administrators can access the agentic workflow from the AI Agent Studio.

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select DEX issue diagnosis and resolution workflow.
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## AI agents used in the DEX issue diagnosis and resolution agentic workflow {#now-assist-itsm-dex-diagnosis-resolution-workflow__section_mwy_pf2_bhc}

In the DEX issue diagnosis and resolution agentic workflow, two AI agents are used for incident diagnosis and resolution on DEX monitored devices.{#now-assist-itsm-dex-diagnosis-resolution-workflow__table_mby_lh2_bhc__entry__2}

| AI agent | AI agent role |
|-|-|
| DEX diagnosis AI agent | Performs root cause analysis of the issue by using data from sources such as device health check metrics, device or service events, and similar past incidents. It then provides the diagnosis, highlighting affected components, data sources, and patterns. If there is insufficient or inconclusive data, the agent returns a message stating no diagnosis is possible and specifies the additional information required. |
| DEX resolution plan AI agent | Collects DEX resolutions that include remedial actions and self-help instructions, past incident resolutions, and Knowledge Base articles. It then generates a resolution plan with actionable steps to resolve the incident and prompts for confirmation about updating the resolution in the Work notes field of the incident record. If no resolution is found for an incident, the agent returns a message stating so. The incident would then require manual investigation and resolution. |
[Table 1. AI agents and their roles listed in the order of execution in the DEX issue diagnosis and resolution agentic workflow]

{#now-assist-itsm-dex-diagnosis-resolution-workflow__table_mby_lh2_bhc}

## Generating an incident diagnosis and resolution plan in the Service Operations Workspace {#now-assist-itsm-dex-diagnosis-resolution-workflow__section_grv_4yp_hhc}

Service desk agents can use the agentic workflow to generate incident diagnosis and resolution plan from the Service Operations Workspace.

1. In the Service Operations Workspace, open the incident record from the Incidents list.
2. Select the ServiceNow Otto icon ![Now Assist icon]() to open the panel.
3. Type your prompt that includes the phrase "diagnose and resolve". For example, Diagnose and resolve this incident.

{#now-assist-itsm-dex-diagnosis-resolution-workflow__ol_zfr_pwp_hhc}

After the resolution plan is generated, you can execute it directly from the Investigation tab of the incident record. For more information, see [Incident investigation with DEX](https://www.servicenow.com/docs/Gf0fNzbK7vcQjor8PIP0zg "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.").

## Generating an incident diagnosis and resolution plan in the ServiceNow
AI Agent Studio {#now-assist-itsm-dex-diagnosis-resolution-workflow__section_d22_xgj_dhc}

Note:  
Make sure that you have the required privileges to test the agentic workflow and generate incident diagnosis and resolution plan from the AI Agent Studio.
In the agentic workflow record:

1. Review the information in the Define key requirements screen, make updates if necessary, and then select Continue.
2. In the Define user access screen, review or add roles that can access the use case, and then select Continue.
3. In the Define data access screen, review the user identity for the AI agent, make updates if necessary, and then select Continue.
4. In the Define trigger screen, make updates if necessary, and then select Continue. For more information about defining triggers, see [Create an agentic workflow](https://www.servicenow.com/docs/access?context=configure-use-case-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
5. In the Select display screen, choose where you want the agentic workflow output to be displayed, and then select Save and test.
6. In the Test details screen, enter your prompt in the Task field, and then select Continue to Test Chat Response.

   Example prompt: Diagnose and resolve <var class="keyword varname">incident number</var>.
{#now-assist-itsm-dex-diagnosis-resolution-workflow__ol_vxr_rrj_dhc}The agent executes the request for the agentic workflow.

Example of DEX issue diagnosis and resolution agentic workflow output in the ServiceNow AI Agent Studio

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