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

DEX Self-service issue configuration form

The DEX Self-service issue configuration form presents elaborate data on the form's fields and their corresponding descriptions.

FieldDescription
TitleThe name of the issue configuration. It is used to identify the issue in the system.
Action Applicability

Determines how the issue configuration is used.- Diagnose: Used for diagnostic device health checks. - Device actions: Used for device actions.

Note: If you select Device actions, the Evaluation criteria and Evaluation metrics fields are not available.

  • Both: Used for both diagnostic checks and device actions.
CategoryThe device health category that classifies the issue.
SubcategoryThe subcategory that further classifies the issue within the selected category.
TypeIndicates whether the issue relates to a device or an application.
Device OSThe operating system the issue applies to.- Windows - macOS - Both Windows and macOS
User applicabilityDetermines the users who can view and use the issue configuration.- End user: The action is visible to employees in Employee Center, Desktop Assistant, and Now Assist. - Service desk agent: The action is visible to agents in the agent workspace only. - Both end users and service desk agents.
Enabled in DEX Now Assist topicDetermines whether the issue is available in Virtual Agent interactions.
Enabled in EC Self-serviceDetermines whether the issue is available in the Employee Center self-service portal.
Evaluation metricThe metrics used to evaluate the issue. Multiple metrics can be selected. DEX Self-service checks all selected metrics and determines whether the device health status is Good, Average, or Poor. For more information, see Customize metric definitions.
Evaluation criteriaThe metric configuration ID and threshold value used to evaluate the issue condition.
Issue DescriptionA description of the issue that appears in the end-user experience.
ResolutionThe resolution code that defines how the issue is resolved. Resolutions are configured in Proactive Engagement. For more information, see Configuring Proactive Engagement resolutions with DEX.