---
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 resolutions

# Configure Proactive Engagement resolutions with DEX {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure metric rules with Proactive Engagement resolutions to trigger alerts and resolutions when a monitored device or application deviates from the specified metrics.

## Before you begin

The Digital End-User Experience application must be installed. For details on the installation of the Digital End-User Experience application, see [Install Digital End-User Experience](https://www.servicenow.com/docs/lvbU_Vdm6TylUJ9fpnKGcQ "Install the Digital End-User Experience (DEX) application (sn_dex) to start monitoring devices. Application and Device Health is included as a component of DEX.").

Role required: admin

## Procedure

1. Navigate to AllSOWDEX AdministrationMetric rulesCreate metric rule.  
2. In the CI selection window, select the device or type of application to monitor for issues.  
   For more information about CI selection, see [Specify the configuration item for a metric rule](https://www.servicenow.com/docs/IKmIBd_0TDRmn8ADceQZMg "Choose an application or device and define filter conditions for the metric rule.").
3. Select Next.
4. Select the metric and criteria to create an alert.  

   For more information about alert criteria, see [Define alert criteria](https://www.servicenow.com/docs/BpkhpzNxBG24S_95cft5aA "Specify alert metric criteria by choosing alert severity, defining thresholds, and specifying conditions for when the alert must be triggered.").
5. Select Next.
6. Update the alert action to define the resolution for the metric rule.  
   Note:  
   Remedial actions that require entering parameters aren't supported and you won't be able to select when the resolution type is Remedial Action.
7. Select Next.
8. Select the type of resolution and update the resolution details.  
   For more information about the different types of resolution, see [Resolutions for Proactive Engagement](https://www.servicenow.com/docs/unMhwRniUQBBvFx6sxFPJw "A resolution is information that helps end users self-solve an issue, or a remedial action that runs on the end-user device.").
9. If the resolution type is a remedial action that has input parameters, enter the advanced settings for each input parameter of the selected remedial action.  
   For more information about the Advanced settings, see [Input parameters for remedial actions in Proactive Engagement](https://www.servicenow.com/docs/M2Xoq4zIGtdMhqIBjTsv8g "Remedial actions display input parameters based on the selected remedial action. Advanced settings for each input parameter define how the parameter captures data at run time.").
   {#configuring-metric-rule__advset}
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10. Select Continue to Engagement Settings.
11. Update the Engagement settings.  
    Note:  
    * For information about updating the engagement settings, see [Engagement settings for Proactive Engagement](https://www.servicenow.com/docs/aoZCIzJb7H_LtoV7sPipIw "Engagement settings define how an end user is engaged to self-solve an issue.").
    * Select Desktop Assistant as the notification channel to notify users with self-help instructions. For more information, see [Desktop Assistant notifications](https://www.servicenow.com/docs/2YCR69L5PZdsUtFjHVcwWQ "Desktop Assistant notifications enable your organization to communicate important updates to end users instantly, regardless of their device activity. This feature enables delivering critical information, supporting Major Incident Management and Proactive Engagement.").
    {#configuring-metric-rule__ul_kpb_wdy_ydc}
12. Select Add Resolution.
13. To define the name and activate the rule, see [Metric rule triggering Proactive Engagement through alerts](https://www.servicenow.com/docs/s2IhBp2ZKZiFsJjoxN_TZA "Metric rules create alerts based on their trigger criteria, and the alert actions trigger Proactive Engagement.").  
    Note:  
    Every time the criteria set in the metric rule are met, the metric rule triggers the resolution and helps you resolve the issue.

*[\>]: and then