---
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


---

# DEX remedial actions

# Digital End-User Experience remedial actions {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 13 minutes to read  
ServiceNow®
Digital End-User Experience (DEX) provides base system remedial actions to resolve issues on DEX monitored devices.
{#dex-diff-ra__new_ra_table__entry__5}

| Remedial action | Input parameters | Supported OS and required privileges | Description | Use cases |
|-|-|-|-|-|
| Add a registry key | `registry_path`, `registry_data`, `registry_type` | Windows: Local System Account for registry modifications, especially HKLM keys Admin access to the device is required. | Adds a registry key to the device using a fully qualified path, value, and type. The Windows registry key stores settings or configuration data for the device operating system and Windows applications. | Push specific configurations remotely without Group Policy updates or manual device access. Possible use cases may include the following: * Configure Windows OS or app settings that require new registry entries. (Path example: HKCU\\ControlPanel\\TestColors\\WindowText.) * Apply security configurations or app behavior settings at the registry level. * Push targeted configuration changes without a Group Policy update. {#dex-diff-ra__ul_olw_hsy_ckc} |
| Clear application cache | `app_name`, `auto_close` (closes the application before clearing the cache to confirm all cache files are cleared), `process_name` (for example, zoom.exe), `cache_path` | Windows: Local System Account macOS: Sudo permissions Admin access to the device is required. | Removes the app cache for the configured application on the device. | Apply a safe first-response fix for collaboration-app performance, sync, and crash issues caused by corrupted cache. Possible use cases may include the following: * Resolve Teams or Outlook performance issues, missing content, or sync errors from corrupted cache. * Fix Zoom video or audio quality issues attributed to corrupted cache files. * Free up disk space consumed by excessive app cache. {#dex-diff-ra__ul_k2s_dnr_gjc} |
| Clear browser cache | `browsers` | Windows: Local System Account Admin access to the device is required. | Removes temporary data stored on the device, such as cookies and website files. | Remove temporary browser data stored in your laptop to address slow device performance issues. Possible use cases may include the following: * Automatically clear browser cache when device performance degrades due to accumulated temporary files. * Fix display errors, stale content, and login issues in browser-based business apps. * Resolve website loading issues or authentication problems caused by stale cookies and cached data. {#dex-diff-ra__ul_ftc_31n_zjc} |
| Clear DNS cache | None | Windows: No elevated privileges required macOS: Sudo permissions Admin access to the device is required. | Removes temporary data stored on your laptop, such as cookies and website files. | Resolve display errors and login issues caused by outdated browser cache instantly, without remote desktop or user involvement. Possible use cases may include the following: * Resolve web application loading issues from outdated or corrupted browser cache. * Fix display errors, stale content, and login issues in browser-based business apps. * Clear cache across multiple browsers in a single action execution. {#dex-diff-ra__ul_clt_q4g_dkc} |
| Clear Google Chrome browsing data | `Remove web data` (true or false) | Windows: Local System Account macOS: Sudo permissions | Deletes Google Chrome browsing data to enhance speed, resolve page loading issues, and safeguard user privacy. | Resolve authentication loops and display failures caused by corrupted cookies or stale cached data. Possible use cases may include the following: * Resolve login or SSO authentication loops caused by corrupted Chrome cookies. * Fix Chrome-based web application display issues caused by outdated cached content. * Clear browsing data for privacy or compliance requirements. {#dex-diff-ra__ul_usage_clearchromedata} |
| Clear Recycle Bin | None | Windows: Local System Account macOS: No elevated privileges required Admin access to the device is required. | Clears the recycle bin on the device. | Reclaim disk space consumed by deleted files that continue to take up storage. Possible use cases may include the following: * Recover disk space on devices where deleted files are accumulating in the Recycle Bin or Trash. * Address low-disk-space alerts where the Recycle Bin or Trash is a significant contributor. * Combine with Disk Cleanup for more comprehensive storage reclamation. {#dex-diff-ra__ul_usage_recycle} |
| Configure device power scheme | `power_mode` (Low Power, Automatic, or High Power) | macOS: Sudo permissions | Configures the power scheme settings and optimizes the performance, energy efficiency and battery life of the device. | Adjust macOS power settings remotely to match the user's context without requiring user action. Possible use cases may include the following: * Improve macOS performance by switching to High Power mode when a user reports sluggishness. * Extend battery life by switching to Low Power mode for remote or traveling employees. * Standardize power settings across macOS device fleets remotely. {#dex-diff-ra__ul_yxd_rqg_dkc} |
| Delete a file | `file_name_or_path` --- full filename or absolute file path. | Windows: No elevated privileges required | Permanently deletes the entered file (full file name or absolute file path) from the device. | Remove specific files with IT-controlled precision when broader system changes aren't appropriate. Possible use cases may include the following: * Delete corrupted or blocker files preventing software installations or updates. * Remove files left over from failed uninstalls or incomplete cleanup operations. * Delete specific files as part of security incident response. {#dex-diff-ra__ul_usage_delfile} |
| Delete network drive | action (MAP or DELETE), drive_letter, network_path (for example, \\\\server\\share) | Windows: Local System Account | Removes a mapped network drive from your system and disconnects access to the shared location. | Network drive access issues are a common helpdesk request --- mapping or removing drives remotely eliminates the need for IT remote desktop sessions or on-site visits. Possible use cases may include the following: * Re-map a disconnected network drive when a user loses access to a shared file location. * Provision new network drive access for new hires or team changes. * Remove outdated or incorrect drive mappings. {#dex-diff-ra__ul_zfv_krg_dkc} |
| Disable startup program | `startup_programs` (comma-separated list) | Windows: Local System Account | Disables the specified startup programs on the device. | Disable startup programs categorized as non-essential with user approval to reduce boot time and improve device performance after login. Possible use cases may include the following: * Speed up device startup when it takes more than 2 minutes after power-on for the device to be ready to use. * Improve device performance after login when too many programs launch at once. * Reduce recurring startup delays caused by non-essential programs that launch automatically at startup. {#dex-diff-ra__ul_yj4_n3w_vjc} |
| Disk cleanup for low disk space | None | Windows: Local System Account macOS: Sudo permissions | Performs disk cleanup to solve slow system performance due to insufficient disk space.\* | Reclaim disk space automatically without user involvement or IT site visits. Possible use cases may include the following: * Recover disk space on devices with low storage before performance degrades. * Proactively address low-disk-space alerts as part of routine endpoint maintenance. * Reduce disk usage remotely without user involvement. {#dex-diff-ra__ul_c4f_yl2_ckc} |
| Elevate temporary admin access | `user_name` (Windows) or `user_id` as email (macOS) `duration` --- dropdown: 1, 2, 4, or 8 hours | Windows: Local System Account macOS: Sudo permissions Admin access to the device is required. | Provides temporary administrative privileges on the device for a period of time to perform specific tasks without compromising security. | Grant just-in-time admin access that expires automatically, supporting zero-standing-privilege policies. Possible use cases may include the following: * Enable just-in-time admin access for software installations without permanent elevation. * Support PAM workflows with automatic, time-bound privilege expiry. * Reduce the risk of standing admin accounts on managed devices. {#dex-diff-ra__ul_usage_elev} |
| End process | `process_name` or `pid` | Windows: No elevated privileges required macOS: Sudo permissions | Forcefully stops a running process on the device. | Stop a running process on your device to resolve slow computer performance issues caused by unresponsive programs or applications. Possible use cases may include the following: * Automatically end resource-intensive or background processes causing slow device performance. * Stop unresponsive or frozen applications. {#dex-diff-ra__ul_rhq_ybn_zjc} |
| Execute Jamf policy | `policy_id` --- the ID of the Jamf policy to execute | macOS: Sudo permissions | Executes the Jamf policy either with a policy ID or with a predefined action. Predefined actions, configured by DEX admins in dex_jamf_policy_table, can be selected and executed by service desk agents, who don't have access to the policy IDs. | Bring macOS MDM actions directly into DEX alert-driven automation without switching between platforms. Possible use cases may include the following: * Deploy or remove applications on Jamf-managed macOS devices directly from ServiceNow workflows. * Trigger any Jamf-managed policy without requiring the user to open Jamf Self Service. * Enforce software configurations or security policies through existing Jamf policies. {#dex-diff-ra__ul_usage_jamf} |
| Kill zombie/orphan processes | `app_name` | Windows: No elevated privileges required macOS: Sudo permissions Admin access to the device is required. | Resolves app hangs and frees the device resources. | Possible use cases may include the following: * Resolve application unresponsive behavior caused by zombie (macOS) or orphan processes (Windows) consuming system resources. * Free up CPU and memory held by defunct or parentless processes identified via top processes diagnostics or DEX alerts. {#dex-diff-ra__ul_v32_rm2_ckc} |
| Map network drive | `drive_letter` (drive letter to which the network location is mapped) `network_path` (path of the shared network location to be mapped) | Windows: No elevated privileges required | Maps or removes a network drive using a specified drive letter and network path. These actions enable you to connect to shared resources on the network or help in cleaning up unused or outdated network connections. | Connect to shared resources on the network or remove outdated mappings without IT remote desktop sessions or on-site visits. Possible use cases may include the following: * Re-map a disconnected network drive when a user loses access to a shared file location. * Provision new network drive access for new hires or team changes. * Remove outdated or incorrect drive mappings. {#dex-diff-ra__ul_usage_netdrive} |
| Modify a registry key value | `registry_path`, `registry_data`, `registry_type` | Windows: Local System Account Admin access to the device is required. | Updates a registry key value using a fully qualified path, value (for example, `2222`), and type (for example, String, DWord). | Correct specific registry entries remotely without disruptive system-wide changes. Possible use cases may include the following: * Correct misconfigured registry values causing application or OS behavior issues. * Apply registry-level changes as part of automated remediation for known configuration drift. * Update application behavior through existing registry settings without manual device access. {#dex-diff-ra__ul_usage_modreg} |
| Modify device battery power plan | `power_mode` | Windows: Local System Account | Adjusts device power plan settings using PowerShell scripts to optimize performance, energy efficiency, and battery life. | Adjust device power plan settings to extend battery life and optimize energy efficiency and device performance. Possible use cases may include the following: * Automatically switch to balanced or power-saving modes to improve battery life on low-battery devices. * Address poor battery performance by enabling appropriate power modes based on device usage patterns. * Improve overall device performance and battery longevity by managing power consumption remotely. {#dex-diff-ra__ul_ax3_cfn_zjc} |
| Modify USB storage access (Execute, Write, Read) | `access` (Read, Write, or Execute), `value` (Allow or Deny) | Windows: Local System Account | Adjusts the following permissions: * Execute: controls whether programs or scripts can run directly from a removable USB storage device. * Read: allows or blocks the ability to read data from a removable USB storage device. * Write: allows or blocks the ability to write data to a removable USB storage device. {#dex-diff-ra__ul_xkq_ljq_gjc} | Lock down or restore USB access at the permission level instantly, without endpoint management console access. Possible use cases may include the following: * Lock down USB write access to prevent data exfiltration during a security investigation. * Restore specific USB permissions for an authorized use case after a temporary restriction. * Enforce DLP policies by restricting USB Execute access to prevent running unauthorized code. * Prevent unauthorized execution of files from USB devices. * Prevent data leakage or unauthorized file transfers to USB devices. {#dex-diff-ra__ul_usage_usb} |
| Remediate Zscaler connectivity | None | Windows: Local System Account macOS: Sudo permissions | Fixes connectivity issues with Zscaler Private Access on the device. | Automate a fix for ZPA connection drops that leave remote employees cut off from internal applications. Possible use cases may include the following: * Resolve ZPA connectivity issues remotely without IT remote desktop access. * Fix ZPA connections stuck in a disconnected or failed state. * Enable automated remediation when Zscaler monitoring detects a failure. {#dex-diff-ra__ul_dyh_3mn_zjc} |
| Repair corrupt Outlook files | None | Windows: Local System Account You require permissions for the folders where OST/PST files reside: * List folder/read data * Write attributes * Modify or delete subfolders and files {#dex-diff-ra__ul_og4_sfp_zjc} | Detects and repairs both OST and PST file types in Microsoft Classic Outlook on end-user devices. | Enhance Microsoft Outlook performance and synchronization on end-user devices. The `SCANPST.exe` tool is used to fix files up to 2 GB in size. For larger files, the following behavior applies: * 2-20 GB: Performance degrades, success depends on the corruption severity. * 20-50 GB: Significantly reduced effectiveness, frequent failures are reported. * Over 50 GB: Very low success rate, tool struggles or fails completely. {#dex-diff-ra__ul_ytr_bc4_zjc} |
| Reset Google Chrome browser settings | None | Windows: Local System Account macOS: Sudo permissions | Resets the Google Chrome browser settings to default on all profiles of the current logged-in user. | Resolve corrupted Chrome settings and problematic extensions without reinstalling Chrome. Possible use cases may include the following: * Resolve browser issues from misconfigured or corrupted Chrome settings. * Remove conflicting or malicious Chrome extensions affecting browser behavior or security. * Restore Chrome stability when it is crashing or behaving unexpectedly. {#dex-diff-ra__ul_usage_resetchrome} |
| Reset network adapter | None | Windows: Local System Account macOS: Sudo permissions | Resets the WiFi network adapter by turning it off and back on. | Resolve connectivity issues where the device shows a strong WiFi signal but experiences poor network performance or application timeouts. Possible use cases may include the following: * Speed up applications and web pages when network connectivity is degraded despite showing a strong WiFi signal. * Help identify if poor performance is caused by network issues rather than a slow device. * Restore WiFi connection with user approval when the adapter stops responding. {#dex-diff-ra__ul_wcg_mq2_wjc} |
| Restart Audio Services | `service_name` | Windows: Local System Account | Restarts audio services to restore sound and microphone functionality. | Restart audio services to restore sound and microphone functionality and resolve playback and recording issues on the device. Possible use cases may include the following: * Automatically restart audio services when sound or microphone functionality fails or becomes unresponsive. * Resolve microphone issues affecting communication applications like Zoom by restarting audio services. {#dex-diff-ra__ul_ftj_xwb_ckc} Use AudioEndpointBuilder and Audiosrv to restore sound and microphone functionality. This fixes common playback and recording issues on the device. |
| Restart Microsoft OneDrive | None | Windows: Local System Account macOS: Sudo permissions | Restarts Microsoft OneDrive on the device to resolve sync issues and update all recent changes, as long as the user is signed in to Microsoft OneDrive. | Resolve Microsoft OneDrive sync failures that block access to cloud-stored files, without user involvement or a reboot. Possible use cases may include the following: * Resolve Microsoft OneDrive sync failures or stuck uploads and downloads. * Fix Microsoft OneDrive showing as disconnected, paused, or stuck on "syncing". * Address OneDrive performance issues caused by a hung or unresponsive process. {#dex-diff-ra__ul_usage_restartod} |
| Restart Microsoft Outlook | `process_name`, `app_name` | Windows: No elevated privileges required | Restarts Microsoft Outlook on the device. | Restart Microsoft Outlook on end-user devices to resolve application performance issues. Possible use cases may include the following: * Automatically restart Microsoft Outlook to resolve email synchronization delays or connection issues. * Resolve frozen or unresponsive Outlook windows by forcefully restarting the application. * Restore Microsoft Outlook functionality and stability. {#dex-diff-ra__ul_ujz_gx5_zjc} |
| Restart service | `service_name` (for example, Spooler or ) | Windows: Local System Account macOS: Sudo permissions Admin access to the device is required. | Restarts the service or application running on the device. | Restore failed or hung services without rebooting the device, minimizing user disruption. Possible use cases may include the following: * Restore a failed or hung service without rebooting the device. * Fix services that stopped after software updates (print spooler, VPN client, security agents). * Recover managed monitoring or security agents that have stopped responding. {#dex-diff-ra__ul_usage_restartsvc} |
| Uninstall an application | `app_name` (selected from a pre-configured dropdown in the UI) | Windows: Local System Account Admin access to the device is required. | Uninstalls a selected application from the action library on the device. | Enforce software compliance remotely at scale by removing unauthorized or redundant applications. Possible use cases may include the following: * Remove unauthorized or prohibited software from managed devices without user action. * Enforce software compliance policies during audits or security reviews. * Support license reclamation by removing software from specific devices. {#dex-diff-ra__ul_usage_uninstall} |
[Table 1. Remedial actions]

{#dex-diff-ra__new_ra_table}  
Note:  
\* For the Disk cleanup for low disk space action, temporary files are deleted from the following device locations.

* Windows:
  * C:\\Windows"="\*.dmp
  * "C:\\Windows\\Downloaded Program Files"="\*.\*"
  * "$env:UserProfile\\Appdata\\Local\\Microsoft\\Windows\\Temporary Internet Files"="\*.\*"
  * "C:\\Windows\\Temp"="\*.\*"
  * "C:\\Windows\\System32\\LogFiles"="\*.\*"
  * "C:\\ProgramData\\Microsoft\\Windows\\WER\\ReportQueue"= "\*.\*"
  {#dex-diff-ra__ul_w5h_tth_bkc}
* macOS:
  * $HOME/Library/Caches/\*/ = cache files older than 7 days (excluding Homebrew)
  * $HOME/Library/Developer/Xcode/DerivedData/\*/ = Xcode build artifacts (if Xcode is installed)
  * $HOME/Library/Caches/Homebrew/ = Homebrew package download cache (if Homebrew is installed)
  * $HOME/Library/Caches/Homebrew/\*/ = Homebrew package download cache in subdirectories (if Homebrew is installed)
  * /tmp/\*/ = temporary files older than 3 days
  {#dex-diff-ra__ul_sr1_c5h_bkc}
{#dex-diff-ra__ul_ynl_wth_bkc}