DEX remediation trigger AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI agent receives a resolution plan, checks for remedial actions, and executes the supported ones on end-user devices (Windows OS and MacOS endpoints) to resolve common device and application issues. Remedial actions are concrete, executable fix steps such as restarting services, clearing cache, or cleaning up temporary files.

    Workflow

    Given an incident with a resolution plan, this agent requests end-user consent for applicable remedial actions and executes the approved ones on the device. It reports per-action status upon completion.
    1. Call the Fetch AI supported remedial actions tool.
    2. Retrieve and validate the resolution plan and identify AI-supported remedial actions.
    3. Get user consent for remedial actions.
    4. Execute remedial actions.
    5. Return the execution summary in a human readable format and end workflow.
    Table 1. Configuration
    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.
    Tools
    Script
    Fetch AI supported remedial actions
    Subflow
    Trigger remedial actions
    Agent roles (ACLs) sn_dex.ai_user, sn_dex.engineer, sn_dex.service_desk_user
    Data access roles sn_dex.engineer, sn_dex.service_desk_user, sn_dex.ai_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.
    Channels

    Enable the AI agent for the ServiceNow Otto panel.
    Used in agentic workflows

    Not applicable.

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