Configure › Proactive Engagement › Digital End-User Experience › IT Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

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 Digital End-User Experience.

Role required: admin

Procedure

Navigate to All > SOW > DEX Administration > Metric rules > Create metric rule.

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Select the CI window

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 metric rule CI.
Select Next.
Select the metric and criteria to create an alert.

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Add criteria

For more information on Alert criteria, see [Define alert criteria](../digital-end-user-experience-dex/define-alert-metric-criteria.md).

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

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Set alert action

**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.

Select Next.
Select the type of resolution and update the resolution details.

For more information about the different types of resolution, see Resolution for Proactive Engagement.

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Proactive resolution content window to add the Resolution details.

If you select resolution type as remedial action that has input parameters, enter the Advanced settings for each of the input parameters of the selected remedial action.

For more information about the Advanced settings, see Input parameters for Remedial action in Proactive Engagement.
Select Continue to Engagement Settings.
Update the Engagement settings.

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Define the engagement settings

**Note:**

-   For information on updating the Engagement Settings, see [Engagement Settings for Proactive Engagement](engagement-settings.md)
-   Choose Desktop Assistant as the notification channel to notify the users with any self-help instructions. For more information, see [Desktop Assistant notifications](../digital-end-user-experience-dex/da-push-notifications.md)

Select Add Resolution.
For defining the name and activation, see Metric rule triggering Proactive Engagement through alerts

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

Parent Topic:Configuring Proactive Engagement