Device actions
Summarize
Summary of Device actions
Device actions in ServiceNow DEX enable end users to resolve common device and application issues on monitored devices quickly by selecting predefined fixes. Administrators can create, configure, and control these actions, specifying which device problems they address and where users can access them. Proper configuration requires linking three components: the device action itself, the issue configuration defining the problem and applicability, and the resolution that executes the fix.
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Key Features
- Device action components:
- Device action: The user-facing fix option.
- Issue configuration: Defines the device issue, evaluation criteria, user applicability, supported OS, and availability settings. Only eligible configurations can be linked to device actions.
- Resolution: Specifies how the issue is fixed, configured in Proactive Engagement.
- Roles for management and use:
- sndex.admin: Can create, edit, and delete device actions and issue configurations.
- sndexselfserv.user: Can view and trigger device actions within supported interfaces.
- User availability and interface access:
- Employee Center: Default self-service portal for selecting and tracking device actions.
- Now Assist: Virtual Agent chat interface, which must be enabled per device action to allow triggering through conversations.
- DEX Desktop Assistant: Desktop app for self-service actions and device health checks.
User Experience
When an end user initiates a device action, they select the action, confirm it, and then see a progress indicator as the fix runs. The system provides clear status updates indicating success, failure, or errors like device offline conditions. This consistent experience is available across all supported interfaces based on configuration.
Practical Benefits for ServiceNow Customers
- Empowers users to resolve device and application issues independently, reducing support ticket volume.
- Enables administrators to tailor actions to specific issues and user environments, improving relevance and effectiveness.
- Provides flexibility in how and where users can access device actions, including self-service portals, chatbots, and desktop apps.
- Ensures controlled and secure management of device actions through role-based access and eligibility criteria.
Device actions enable end users to fix common device and application issues on DEX monitored devices. Selecting a device action runs the associated fix on the device.
As an administrator, you can create and configure device actions, define which device issues each action addresses, and control where the actions are available to users.
Device action components
- Device action: Represents a user-facing action used to resolve a device or application issue.
- Issue configuration: Defines a device or application issue, evaluation metrics and criteria, device operating system (OS), user applicability, availability across interfaces, and issue resolution.
Only eligible configurations are available for selection when creating a device action. An issue configuration is not eligible if it is already associated with another device action, is not enabled for end users, is linked to an unsupported resolution type, or uses an unsupported engagement type.
- Resolution: Defines how the issue is resolved when the device action is triggered and is configured in Proactive Engagement.
All three components must be configured and connected for a device action to work correctly. If the issue configuration or resolution is missing, the device action is visible but inactive.
For a list of device actions available by default, see Base system device actions.
Device action roles and user availability
| Role | Description |
|---|---|
| sn_dex.admin | Can create, view, update, and delete device actions and issue configurations. |
| sn_dex_self_serv.user | Can view and trigger device actions in supported interfaces. |
Action visibility in the interface is determined by the user applicability setting in the issue configuration. For more information, see Create DEX Self-service issue configuration.
Device action availability
- Employee Center: The self-service portal where employees can select, confirm, and track device actions. It is enabled by default. For more information, see Check device health using Employee Center.
This interface is enabled by default.
- Now Assist: The Virtual Agent chat interface. This option is inactive by default and must be enabled for each device action.
Device actions can be triggered through Virtual Agent conversations when enabled. This allows end users to initiate actions within guided interactions. For more information, see Check device health using Now Assist for ITSM Virtual Agent.
- DEX Desktop Assistant: A desktop application that provides employees access to self-service options, device health checks, and support resources. For more information, see Setting up DEX Desktop Assistant and Check device health using Desktop Assistant.
Device action availability for Employee Center and Now Assist is configured on the issue configuration associated with the device action. For more information, see Enable issue configurations for DEX Self-service.
For availability in Desktop Assistant, set up and log in to Desktop Assistant. For more information, see Setting up DEX Desktop Assistant.
Device action user experience
- The end user selects a device action from a supporting interface and confirms the action when prompted.
- A progress indicator displays while the action runs.
- The status of the action indicated success, failure, or an error message if the device is offline.