---
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


---

# Enable issue configurations

# Enable issue configurations for DEX Self-service {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enable issue resolutions for DEX Self-service to enable end users to self-solve device, application, and connectivity issues.

## Before you begin

Role required: sn_dex.admin

## Procedure

1. Navigate to AllDigital Experience Self-ServiceIssue Configurations.  
   The base system issue configurations are displayed.

   The default value for the Enabled in EC self-service and Enabled in DEX Now Assist topic columns is
   false.
2. Open an issue configuration record.
3. Select the Enabled in EC self-service check box to enable the issue in Employee Center portal and Desktop Assistant.
4. Select the Enabled in DEX Now Assist topic check box to enable the issue in ServiceNow Otto for ITSM.  
   The ITSM Virtual Agent enables you to check your device's health using prebuilt LLM topic conversation. For more information, see [ITSM Virtual Agent pre-built LLM topics](https://servicenow-prod.fluidtopics.net/7tX4CzPYp8tP85CZqmIKdw "ITSM Virtual Agent includes pre-built Large Language Model (LLM) topic conversations designed to help your users complete the common IT-related tasks such as checking and resetting a password.").
5. Verify that the issue code in the Resolution field is active.
   1. Select the reference 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.").
   {#enable-dex-self-service-issues__substeps_ojf_xgp_tfc}
6. Select Update.
{#enable-dex-self-service-issues__steps_ozs_3kv_y2c}

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