Configuring Proactive Engagement resolutions with DEX

Metric rules help the organization by setting the criteria and trigger alerts when the device or the application monitored deviates from the specified metrics.

Before you begin

Set the resolutions to help you proactively resolve the digital issue using the ServiceNow Digital End-User Experience. For details on the installation of the Digital End-User Experience application, see Install DEX.

Role required: admin

Procedure

1. Navigate to All > SOW > DEX Administration > Metric rules > Create metric rule.
   
2. Select the device or type of application that you want to monitor and detect issues in the CI selection window.

   For more information on CI selection, see Specify the configuration item for metric rules.

3. Select Next.
4. Select the metric and criteria to create an alert.
   

   For more information on Alert criteria, see Define alert metric criteria.

5. Select Next.
6. Update the alert action to define the resolution for the metric rule.
   

   Note:

   Remedial actions that require entering parameters are not 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 Resolution for Proactive Engagement.

   
9. Select Continue to Engagement Settings.
10. Update the Engagement settings.
    

    Note:

    For information on updating the Engagement Settings, see Engagement Settings for Proactive Engagement.
11. Select Add Resolution.
12. Name and Activation
    Note:

    Every time the criteria set in the metric rule is met, it triggers the resolution and helps you resolve the issue.