---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Add an alert action

# Add an alert action {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set up an alert action with Proactive Engagement for Digital End-User Experience to detect the digital experience issues and automate resolution actions.

## Before you begin

* Confirm that the Proactive Engagement plugin (sn_pren) for Digital End-User Experience (DEX) is installed.
* Make sure that the configuration items for the metric rule are specified and the alert metric criteria are defined. For more information, see [Specify metric rule CI](https://servicenow-prod.fluidtopics.net/nGgy9_iClbPoF~x8JuyOlQ "Choose an application or device and define filter conditions for the metric rule.") and [Define alert criteria](https://servicenow-prod.fluidtopics.net/PM8G2QrSRD4oJPzsJRU9QQ "Specify alert metric criteria by choosing alert severity, defining thresholds, and specifying conditions for when the alert must be triggered.").

{#add-alert-action__ul_ug3_xd5_dcc}

Role required: sn_dex.admin

## Procedure

1. From the Add alert action (optional) page, select Add resolution.
2. On the Proactive resolution content page, fill in the fields.  
   For a description of the field values, see [Resolution for Proactive Engagement](https://servicenow-prod.fluidtopics.net/7qSdxIjNYCdFFx69SqGehQ "Resolution is information provided to the end user to self-solve the issue, or execute a remedial action on the end user device.").
3. Select Continue to Engagement Settings.
4. Configure the engagement settings to facilitate self-resolution of issues through predefined solutions.  
   For more details about the engagement settings, see [Engagement Settings for Proactive Engagement](https://servicenow-prod.fluidtopics.net/o9vCIlepT9X7uv2iKqAGoA "It allows you to configure and define how an end user should be engaged to self-solve the issue.").
5. Select Add Resolution.