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Configure › Digital End-user Experience Self-service › Digital End-User Experience › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create DEX Self-service issue configuration

Create issue configurations for DEX Self-service to self-solve issues specific to your organization that are not included in the base system resolutions.

Before you begin

Role required: sn_dex.admin

Procedure

  1. Navigate to All > Digital Experience Self-Service > Issue Configurations.

  2. On the DEX self-service issue configurations page, select New.

  3. Enter information about the issue, evaluation criteria, and resolution in the issue configuration form fields.

    For descriptions about the issue configuration form fields, see DEX Self-service issue configuration form.

  4. Verify that the issue code in the Resolution field is active.

    1. Select the Lookup using list icon
Image omitted: icon-magnifying-glass-blue.png
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](activate-proactive-engage-resolutions.md).
  1. Select Submit.