Execute suggested resolutions from incident investigation with DEX

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Review and execute suggested resolutions from the Investigation tab of incident records to resolve detected issues on DEX monitored devices.

    Before you begin

    Role required: sn_dex.service_desk_user, sn_dex.engineer

    About this task

    In addition to the suggested resolutions, you can run remedial actions from the Action library in incident investigation with DEX. For more information, see Run remedial actions from the Action library.

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
    2. Select the List icon from the navigation pane and open the incidents list from the Incidents section.
    3. Open the incident record for a DEX monitored device and select the Investigation tab.
    4. Execute resolutions from the Suggested resolutions tab to solve device and application issues.
      • Self-help instruction: Select View self-help instructions to view and execute steps to resolve an issue. After completion, select the Mark as completed check box.
      • Catalog request: Select Create catalog request to submit a catalog request automatically.
      • Help resources: Select View help resource to navigate to documentation with steps to resolve the issue. After executing the steps, select the Mark as completed check box.
    5. If a suggested resolution is a remedial action, execute it.
      1. Select Run action to execute the remedial action automatically.

        A progress bar shows the execution stages. If the action requires end-user approval, the progress bar pauses with the message Awaiting user approval.

      2. If end-user approval is required, contact the end user of the device to obtain approval.
      3. Once the approval is received, select the Playbook icon from the contextual side panel.
      4. Expand the device name accordion.
      5. Select the card for the action that requires end-user approval.
      6. In the User approval check card, select the check box to confirm that you have received user approval.
      7. Select Submit.
    6. Optional: Run multiple remedial actions by selecting the check boxes near the action names and then selecting Run selected actions.
    7. Optional: Monitor the status of executed resolutions, including actions that failed to execute, by selecting the Completed tab.
    8. Optional: Cancel an ongoing remedial action.
      1. Select the Playbook icon from the contextual side panel.
      2. Expand the device name accordion.
      3. Choose the action and select Cancel on the action card.