---
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 for service desk agents

# DEX for service desk agents {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Diagnose and resolve issues on DEX monitored devices from an incident record or through the ServiceNow Otto panel. Use the Investigation tab or the diagnosis and resolution agentic workflow to identify and address device issues without leaving the incident context.

Service desk agents can diagnose and resolve incidents for DEX monitored devices from the Service Operations Workspace by using automated incident diagnosis, suggested resolutions, and AI-driven analysis and resolution plans.  
* Use the DEX issue diagnosis and resolution agentic workflow to resolve detected device issues with automated root cause diagnosis and targeted resolution plans. For more information, see [DEX issue diagnosis and resolution agentic workflow](https://servicenow-prod.fluidtopics.net/JMk~B5cnIRdHnIusrEQRow "Use the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow from the ServiceNow Otto panel to diagnose and resolve common issues on DEX monitored devices.").
* Expedite incident resolution from the Investigation tab of incident records by using DEX incident diagnostics and suggested resolutions. 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.").
{#dex-service-desk-agents__ul_exr_m4p_hhc}