---
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
---
# Custom device action example
# Custom device action example {#ariaid-title1}
Release version: Brazil
Updated September 10, 2026
 1 minute to read
In this example, a custom device action enables employees to reconnect to their VPN on Windows devices. The action restores access to internal resources from Employee Center without contacting the service desk.
## Example configuration {#example-device-action__section_zfz_4l4_gjc}
Creating a device action requires configuring an issue configuration, a remedial action, and a device action record.
* An issue configuration that identifies a VPN connectivity issue on Windows devices and is enabled for end users.
For more information, see [Create a DEX Self-service issue configuration](https://www.servicenow.com/docs/CGbjaWs4uEmROFc3RRcfWg "Create issue configurations for DEX Self-service so that users can resolve issues specific to your organization that are not included in the base system resolutions.").
{#example-device-action__table_it5_pw4_gjc__entry__2}
| Field | Value |
|-|-|
| Title | VPN connectivity issue |
| Action Applicability | Device actions |
| Category | Network stability |
| Subcategory | VPN connectivity |
| Type | Device |
| Device OS | Windows |
| User applicability | End user |
| Enabled in DEX ServiceNow Otto topic | Selected. The issue appears in ServiceNow Otto Virtual Agent. |
| Enabled in EC Self-service | Selected. The issue appears in Employee Center. |
| Evaluation metric | Device VPN status |
| Evaluation criteria | Metric configuration ID and the value. |
| Issue Description | VPN connection has dropped on the device. |
| Resolution | snc11002 |
[Table 1. Example DEX Self-service issue configuration form field values]
{#example-device-action__table_it5_pw4_gjc}
For a description of all field values, 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.").
* A remedial action that defines the flow or script that reconnects the VPN on the device. For more information, see [Create a remedial action](https://www.servicenow.com/docs/o6FGFSJ0zVU6t0eSk~Es8w "Create custom remedial actions from check definitions to resolve endpoint-related issues using Playbook.").
* A device action that groups the issue configuration and the remedial action under a single label, which end users see in Employee Center.
For more information, see [Configure device actions](https://www.servicenow.com/docs/zY9PKr0zoWfZA74KYtnLZw "Configure device actions that end users can trigger to maintain optimal device and application performance even when no issues are detected.").
{#example-device-action__table_jpb_m1p_gjc__entry__2}
| Field | Value |
|-|-|
| DEX Self-service issue config | Issue configuration that you created, for example, VPN connectivity issue. |
| Quick action label | Reconnect VPN |
| Active | Selected |
[Table 2. Example DEX Self-service device action form field values]
{#example-device-action__table_jpb_m1p_gjc}
For a description of all field values, see [DEX Self-service device action form](https://www.servicenow.com/docs/ht3tF19qRjVbHiNiE56TLQ "The DEX Self-service device actions form contains the fields that define a device action and where it appears.").
{#example-device-action__ul_ejz_vqh_hjc}
When an end user selects the Reconnect VPN device action from the Employee Center, the remedial action linked to the device action runs on the device and restores the VPN connection.