---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Customize issue configurations

# Customize DEX Self-service issue configurations {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customize device health categories, metric evaluation criteria, and resolutions for issues to make sure that appropriate resolutions display in DEX Self-service and enable end users to self-solve issues.

## Before you begin

Role required: sn_dex.admin

## About this task

Device health issues and metric details displayed in DEX Self-service are based on evaluation criteria configured in issue configuration records. If metrics in the evaluation criteria of an issue resolution are defined as Poor,
the corresponding device health subcategory is also marked as Poor. DEX Self-service displays resolutions for subcategories as configured in issue configuration records.

For information about how device health is calculated, see [Device health check calculation](https://www.servicenow.com/docs/Imwvg~YSLrmD6piKjI7dkw "The device health check calculates the performance of each device health category and classifies it as Good, Average, or Poor.").

## Procedure

1. Navigate to AllDigital Experience Self-ServiceIssue Configurations.
2. Open the issue configuration record that you want to modify.
3. Update the fields on the form.  
   Note:  
   For more information about DEX Self-service issue configuration form field descriptions, see [DEX Self-service issue configuration form](https://www.servicenow.com/docs/GuwU~pE~6j1KZF5yTykeZA "The DEX Self-service issue configuration form contains the fields that define an issue configuration.").
4. Select Update.
{#configuring-dex-self-service-issues__steps_ozs_3kv_y2c}

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