--- 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 --- # Incident diagnostics, suggested resolutions, and remedial actions # Incident investigation with DEX {#ariaid-title1} Release version: Brazil Updated October 22, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read 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. Incident investigation with DEX provides a comprehensive view of device and application health metrics, issue diagnosis, and suggested resolutions. It helps identify and resolve common device and application issues. Important: Incident investigation with DEX is available starting with the Zurich release and requires Service Operations Workspace for ITSM starting with version  8.2. ## Accessing DEX incident diagnostics and suggested resolutions {#dex-diagnostics-guided-resolutions__section_bwc_jds_khc} You can access incident diagnostics and suggested resolutions for DEX monitored devices from the Investigation tab of an incident record page. Navigate to the Service Operations Workspace and open the incident record from the Incidents list. For more information, see [Incident Management in Service Operations Workspace](https://www.servicenow.com/docs/access?context=incident-sow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) and [Features of the Investigation tab](https://www.servicenow.com/docs/access?context=features-of-investigation-tab&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US). Important: The configuration item (CI) associated with the incident record must be a DEX monitored device. Figure 1. DEX incident diagnostics and suggested resolutions ## Device health and metric checklist {#dex-diagnostics-guided-resolutions__section_l4h_lds_khc} Review the overall health and performance of the device associated with the incident record in the Device health section. The Device health checklist shows details of device and application metrics for a specified duration. For more information, see [Device health metrics for incident investigation](https://www.servicenow.com/docs/09ivxmo7TtJ3xj3JoqkuVA "View the overall health and related metrics for Digital End-User Experience (DEX) monitored devices as part of incident investigation with DEX."). Selecting the Refresh icon ![]() displays the latest available data for device and application metrics. ## Top processes by CPU and memory usage {#dex-diagnostics-guided-resolutions__section_qw5_klx_h3c} Monitor the top processes by CPU and memory usage on DEX monitored devices. Automated snapshots capture data across different time range options and display the top processes by CPU and memory usage on a device, including the combined average usage percentages. For more information about viewing and interpreting snapshot data, see [Top processes by resource usage in DEX incident investigation](https://www.servicenow.com/docs/Uu6aSifz6Ox6wf9Z_7QrUA "Reviewing the top processes by CPU and memory usage on Digital End-User Experience (DEX) monitored devices helps you identify processes causing device issues."). ## Work notes for configuration item updates {#dex-diagnostics-guided-resolutions__section_ci_update_worknote_intro} When the CI, Business Service, or Service Offering on an incident record is set or updated to an item monitored by DEX, an automatic work note is posted. For more information, see [Work notes for incident field updates with DEX](https://www.servicenow.com/docs/G_1zIA~jD8IzVjhiXkNTpw "When a configuration item (CI), Business Service, or Service Offering on an incident record is set to an item monitored by DEX, a work note is added automatically. Service desk agents use these notes to view monitoring context on the incident record."). ## Suggested resolutions and remedial actions {#dex-diagnostics-guided-resolutions__section_gvz_nds_khc} View issue diagnosis and suggested resolutions to improve device and application performance in the Suggested resolutions tab. For more information, see [Suggested resolutions in incident investigation with DEX](https://www.servicenow.com/docs/KOW8Gv7PsUvKBhpbSgDbDQ "Suggested resolutions in the Investigation tab of incident records help you diagnose detected issues on DEX monitored devices. The resolutions provide self-help instructions, catalog requests, help resources, and remedial actions to resolve them."). Along with the suggested resolutions, you can run remedial actions from the Action library to resolve device and application issues. For more information, see [Run remedial actions from the Action library](https://www.servicenow.com/docs/FZHMhPNmEkJ0Wel55uQwtg "Run remedial actions from the Action library in incident investigation with DEX to resolve detected device and application issues."). ## Tracking remedial action executions {#dex-diagnostics-guided-resolutions__tracking-remedial-actions} Two views are available for monitoring remedial actions: * [Playbook for remedial actions in incident investigation with DEX](https://www.servicenow.com/docs/znLag6EeSoes02_ADVkA9w "The Playbook Experience displays current and past remedial actions executed from different sources. You can manage actions run from the Suggested resolutions or Action library within a DEX incident investigation page.") The Playbook Experience in the incident record displays current and past remedial actions run from any supported source. Each action card shows the action name, source, status, start time, and the user who initiated it. From the Playbook Experience, you can monitor current actions (New or In Progress) and cancel ongoing actions run from the Suggested resolutions or Action library within the incident record. * [View remedial action execution](https://www.servicenow.com/docs/y229m1TxZ7ch2VL8YgTAMQ "Monitor in-progress and completed remedial actions across all devices from the Remedial action executions page in DEX Administration.") The Remedial action executions page in DEX Administration provides a consolidated view of all remedial actions triggered across every device, regardless of where the action was started. {#dex-diagnostics-guided-resolutions__tracking-remedial-actions-ul} ## Playbook Experience for remedial actions {#dex-diagnostics-guided-resolutions__section_qvl_55y_khc} Use the Playbook Experience in incident investigation with DEX to view details of remedial actions in progress, cancel ongoing actions, and view playbook history. For more information, see [Manage remedial actions in DEX incident investigation Playbook](https://www.servicenow.com/docs/pODhEp8LU3j_CJbeGJJowQ "View past and current remedial actions in the Playbooks panel. Monitor or cancel actions run from the Suggested resolutions or Action library on a DEX incident investigation page.").