DEX Alerts
Summarize
Summary of DEX Alerts
Digital End-User Experience (DEX) Alerts in ServiceNow provide real-time information on active alerts, their severity, impacted services, and duration. These alerts are accessible via the Service Operations Workspace home page, which displays Active alerts, Impacted devices, and Active devices. Selecting Active alerts allows you to see a detailed list of current alerts and drill down into specific alert details through various tabs.
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Alert Details and Tabs
- Overview tab: Offers a summary of the alert including its impact, probable cause, impacted devices, and users. You can refresh the impacted counts to view the latest data. Impacted Configuration Items (CIs) and services related to the alert are also displayed.
- Details tab: Provides detailed alert information such as the alert name, associated metrics, and alert history.
- Related records tab: Lists all related records including impacted services, configuration items, devices, users, and repeated alerts. It also shows the history of bulk remedial actions and their execution status. To fully access this tab’s features, you need to have the latest Service Operations Workspace alert management plugin (version 26.3.1) installed.
- Remediate issue on devices tab: Displays all active impacted devices categorized by operating system and status, enabling DEX engineers to perform remediation on single or multiple devices. The tab dynamically shows applicable remedial actions depending on whether one or multiple devices are selected, supporting both individual and bulk remediation. Execution history of remedial actions is accessible via the related records tab.
Practical Benefits for ServiceNow Customers
DEX Alerts provide comprehensive visibility into end-user experience issues by consolidating alert data, impacted assets, and remediation options in one workspace. This enables quicker identification and resolution of problems affecting services and devices. Customers can efficiently manage and remediate issues on multiple devices simultaneously, improving operational responsiveness and minimizing user impact.
Digital End-User Experience (DEX) Alerts provide details on the active alerts, their severity, impacted services, and the duration.
On the Service Operations Workspace home page, Active alerts, Impacted devices, and Active devices are displayed. The Active alerts section displays the number of active alerts as of that selected time. Select the Active alerts section to view all the active alerts list.
| Tab name | Description |
|---|---|
| The Overview tab | Provides a summary, impact, and cause of the alert. |
| The Details tab | Provides alert details like the alert name, metric name, history. |
| The Related records | Provides details on the affected services, remediation tasks, impacted devices, and possible root causes. |
| The Remediate issue on devices | Lists all the available remedial actions for the impacted device. |
View alerts for both your device and its applications in the Alerts section of the Devices page.
The Overview tab
- Displays an overview of the alert, the summary, impact of the alert, and the cause for the alert created.
- You can view the impacted devices and impacted users section. When you select the refresh icon on the Impacted devices or Impacted users, refresh the number impacted at that selected time.
- Details related to the impacted Configuration Item (CI) are displayed under the impact section and opens up to the related records.
- It displays any impacted services caused due to the alert.
- The cause section displays the probable root cause and also shows the number of alerts created due to this cause.
The Details tab
Access the Details tab to learn more about the history of the alert, metric name, and other metrics.
Related records tab
- All the related record information (Impacted services, configuration items, Impacted devices, Impacted users, repeated alerts, and so on) is displayed.
- To access the related lists information displayed on the impacted devices and impacted users tabs, install the latest version (26.3.1) of the Service Operations Workspace alert management plugin
(sn_sow_em)store plugin. - You can view the history of the bulk remedial action from the related records. All the remedial actions executed and their respective states are displayed.
Remediate issue on devices
- Displays all the impacted devices that are up and active for the DEX engineer to remediate issues on multiple devices at once.
- Categorizes the impacted devices based on the operating system and the status.
- Based on the device selected. If one device is selected, remedial actions applicable for a single device are displayed. If multiple devices are selected, it displays all the available remedial actions for bulk remediation.
- Enables you to execute a remedial action for a single device or multiple devices. To view the history of remedial action execution, access the related records tab (remedial action history).