---
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


---

# Execute suggested resolutions

# Execute suggested resolutions from incident investigation with DEX {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Review and execute suggested resolutions from the Investigation tab of incident records to resolve detected issues on DEX monitored devices.

## Before you begin

Role required: sn_dex.service_desk_user, sn_dex.engineer

## About this task

In addition to the suggested resolutions, you can run remedial actions from the Action library in incident investigation with DEX. For more information, see [Run remedial actions from the Action library](https://servicenow-prod.fluidtopics.net/085vvDR8MdjMJQRJkvFGTg "Run remedial actions from the Action library in incident investigation with DEX to resolve detected device and application issues.").

## Procedure

1. Navigate to WorkspacesService Operations Workspace.
2. Select the List icon ![]() from the navigation pane and open the incidents list from the Incidents section.
3. Open the incident record for a DEX monitored device and select the Investigation tab.
4. Execute resolutions from the Suggested resolutions tab to solve device and application issues.  
   * Self-help instruction: Select View self-help instructions to view and execute steps to resolve an issue. After completion, select the Mark as completed check box.
   * Catalog request: Select Create catalog request to submit a catalog request automatically.
   * Help resources: Select View help resource to navigate to documentation with steps to resolve the issue. After executing the steps, select the Mark as completed check box.
   {#review-apply-suggested-resolutions__ul_lrd_zqr_mhc}
5. If a suggested resolution is a remedial action, execute it.
   1. Select Run action to execute the remedial action automatically.  
      A progress bar shows the execution stages. If the action requires end-user approval, the progress bar pauses with the message Awaiting user approval.
   2. If end-user approval is required, contact the end user of the device to obtain approval.
   3. Once the approval is received, select the Playbook icon ![]() from the contextual side panel.
   4. Expand the device name accordion.
   5. Select the card for the action that requires end-user approval.
   6. In the User approval check card, select the check box to confirm that you have received user approval.
   7. Select Submit.
   {#review-apply-suggested-resolutions__substeps_udf_sqj_4hc}
6. **Optional:** Run multiple remedial actions by selecting the check boxes near the action names and then selecting Run selected actions.
7. **Optional:** Monitor the status of executed resolutions, including actions that failed to execute, by selecting the Completed tab.
8. **Optional:** Cancel an ongoing remedial action.
   1. Select the Playbook icon ![]() from the contextual side panel.
   2. Expand the device name accordion.
   3. Choose the action and select Cancel on the action card.
   {#review-apply-suggested-resolutions__substeps_gyw_5sj_4hc}

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