---
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


---

# Configure engagement settings

# Configure engagement settings {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Define how end users are engaged to self-solve issues. Virtual Agent is the only notification channel used to engage users. As a fallback, an incident can be created or routed to a live agent.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllSOWDEX AdministrationMetric rulesCreate metric rule.
2. Select the CI and alert action.
3. In the Resolution type field, select a type, and then select Continue to Engagement Settings.  
4. On the Engagement settings screen, fill in the fields to define how the end user is engaged to resolve the issue.  
5. Select Add Resolution.

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