---
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


---

# Create issue configuration

# Create DEX Self-service issue configuration {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create issue configurations for DEX Self-service to self-solve issues specific to your organization that are not included in the base system resolutions.

## Before you begin

Role required: sn_dex.admin

## Procedure

1. Navigate to AllDigital Experience Self-ServiceIssue Configurations.
2. On the DEX self-service issue configurations page, select New.
3. Enter information about the issue, evaluation criteria, and resolution in the issue configuration form fields.  
   For descriptions about the issue configuration form fields, see [DEX Self-service issue configuration form](https://servicenow-prod.fluidtopics.net/x7XWTOGqb6r6T7n1t_9fug "The DEX Self-service issue configuration form presents elaborate data on the form's fields and their corresponding descriptions.").
4. Verify that the issue code in the Resolution field is active.
   1. Select the Lookup using list icon ![]() near the Resolution field.
   2. On the Issue Registry preview pop-up, confirm that the Active check box is selected.
   3. If the Active check box isn't selected, activate the issue resolution.  
      For information about how to activate an issue resolution, see [Activate Proactive Engagement resolutions for DEX Self-service](https://servicenow-prod.fluidtopics.net/46Lpbj8a0B822gr_8b1cDg "Review and activate base system Proactive Engagement resolutions to enable end users to self-solve device and application issues by using DEX Self-service.").
   {#create-dex-self-service-issue-configs__substeps_ojf_xgp_tfc}
5. Select Submit.

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