Enable issue configurations for DEX Self-service

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

    • Enable issue resolutions for DEX Self-service to enable end users to self-solve device, application, and connectivity issues.

    Before you begin

    Role required: sn_dex.admin

    Procedure

    1. Navigate to All > Digital Experience Self-Service > Issue Configurations.
      The base system issue configurations are displayed.

      The default value for the Enabled in EC self-service and Enabled in DEX Now Assist topic columns is false.

    2. Open an issue configuration record.
    3. Select the Enabled in EC self-service check box to enable the issue in Employee Center portal and Desktop Assistant.
    4. Select the Enabled in DEX Now Assist topic check box to enable the issue in Now Assist for ITSM.
      The ITSM Virtual Agent enables you to check your device's health using prebuilt LLM topic conversation. For more information, see ITSM Virtual Agent pre-built LLM topics.
    5. Verify that the issue code in the Resolution field is active.
      1. Select the reference icon near the Resolution field.
      2. On the Issue Registry preview pop-up, confirm that the Active check box is selected.
      3. If the Active check box isn’t selected, activate the issue resolution.
        For information about how to activate an issue resolution, see Activate Proactive Engagement resolutions for DEX Self-service.
    6. Select Update.