---
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


---

# Incident field update work notes

# Work notes for incident field updates with DEX {#ariaid-title1}

Release version: Australia  
Updated July 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
When a configuration item (CI), Business Service, or Service Offering on an incident record is set to an item monitored by DEX, a work note is added automatically. Service desk agents use these notes to view monitoring context on the incident record.

When the CI, Business Service, or Service Offering field on an incident record changes, the platform determines whether the associated item is monitored by Digital End-user Experience Self-service (DEX). The system checks the following:

* For a device CI, whether the device has a DEX agent connected
* For an application CI, whether the application is monitored by DEX
* For a Business Service, whether the business service is monitored by DEX
* For a Service Offering, whether the service offering is monitored by DEX

{#ci-update-work-notes__ul_ci-update-worknote-checks}

If the item is monitored, the system automatically posts a work note on the incident. The work note includes a message and a link to view more details in DEX. Service desk agents can select the link to view more details. For link destinations by field type, see [Link destination by field type](https://servicenow-prod.fluidtopics.net/J50aq2MjVIIkRfw3_w~RTw#ci-update-work-notes__section_ci-update-worknote-link).  
Tip:  
This automatic work note is separate from the incident diagnostics and suggested resolutions available from the Investigation tab. For more information, see [Incident investigation with DEX](https://servicenow-prod.fluidtopics.net/Gf0fNzbK7vcQjor8PIP0zg "Service desk agents can diagnose and resolve issues for Digital End-User Experience (DEX) monitored devices from an incident record by using DEX diagnostics and suggested resolutions.").

## When the work note is posted {#ci-update-work-notes__section_ci-update-worknote-when}

The system posts a work note in the following cases:

* When a CI, Business Service, or Service Offering is set on a new incident.
* When the CI, Business Service, or Service Offering on an existing incident is changed to a different value.

{#ci-update-work-notes__ul_ci-update-worknote-cases}

The work note wording depends on the field type, the CI type (device or application), and whether the value was set at incident creation or changed afterward.
{#ci-update-work-notes__table_ci-update-worknote-examples__entry__3}

| Field type | Set on a new incident | Changed on an existing incident |
|-|-|-|
| Application CI | The Configuration Item on this incident is <var class="keyword varname">CI name</var>. This CI is monitored by DEX. Click the link below to view more details in DEX. | The Configuration Item on this incident has been updated to <var class="keyword varname">CI name</var>. This CI is monitored by DEX. Click the link below to view more details in DEX. |
| Device CI | The Configuration Item on this incident is <var class="keyword varname">CI name</var>. This CI has a DEX agent connected. Click the link below to view more details in DEX. | The Configuration Item on this incident has been updated to <var class="keyword varname">CI name</var>. This CI has a DEX agent connected. Click the link below to view more details in DEX. |
| Business Service | The Business Service on this incident is <var class="keyword varname">service name</var>. This service is monitored by DEX. Click the link below to view more details in DEX. | The Business Service on this incident has been updated to <var class="keyword varname">service name</var>. This service is monitored by DEX. Click the link below to view more details in DEX. |
| Service Offering | The Service Offering on this incident is <var class="keyword varname">offering name</var>. This offering is monitored by DEX. Click the link below to view more details in DEX. | The Service Offering on this incident has been updated to <var class="keyword varname">offering name</var>. This offering is monitored by DEX. Click the link below to view more details in DEX. |
[Table 1. Example work note text by field type]

{#ci-update-work-notes__table_ci-update-worknote-examples}

## Link destination {#ci-update-work-notes__section_ci-update-worknote-link}

Selecting the link in the work note opens the following page in the Service Operations Workspace, depending on the field type:

* For a device CI, the Device health overview tab of the device page.
* For an application CI, the Overview tab of the installed application or web application page, depending on the application type.
* For a Business Service, the corresponding business service page.
* For a Service Offering, the corresponding service offering page.
{#ci-update-work-notes__ul_ci-update-worknote-links}