---
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


---

# Custom device action example

# Custom device action example {#ariaid-title1}

Release version: Australia  
Updated May 15, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Creating a device action that enables employees to reconnect to their VPN on Windows devices and restore access to internal resources from Employee Center without contacting the service desk.

## Example configuration {#example-device-action__section_zfz_4l4_gjc}

Creating a device action requires configuring an issue configuration, a remedial action, and a device action record.

* Issue configuration to identify a VPN connectivity issue on Windows devices and enabled for end users.

  For more information, see [Create DEX Self-service issue configuration](https://servicenow-prod.fluidtopics.net/etI4sH1_j6y3yGM8OHM_8g "Create issue configurations for DEX Self-service to self-solve issues specific to your organization that are not included in the base system resolutions.").
  {#example-device-action__table_it5_pw4_gjc__entry__2}

  | Field | Value |
  |-|-|
  | Title | <kbd class="ph userinput">VPN connectivity issue</kbd> |
  | Action Applicability | <kbd class="ph userinput">Device actions</kbd> |
  | Category | <kbd class="ph userinput">Network stability</kbd> |
  | Subcategory | <kbd class="ph userinput">VPN connectivity</kbd> |
  | Type | <kbd class="ph userinput">Device</kbd> |
  | Device OS | <kbd class="ph userinput">Windows</kbd> |
  | User applicability | <kbd class="ph userinput">End user</kbd> |
  | Enabled in DEX ServiceNow Otto topic | Selecting this check box enables you to view this issue in ServiceNow Otto Virtual Agent. |
  | Enabled in EC Self-service | Selecting this check box enables you to view this issue in Employee Center. |
  | Evaluation metric | <kbd class="ph userinput">Device VPN status</kbd> |
  | Evaluation criteria | Metric configuration ID and the value. |
  | Issue Description | <kbd class="ph userinput">VPN connection has dropped on the device.</kbd> |
  | Resolution | <kbd class="ph userinput">snc11002</kbd> |
  [Table 1. Example DEX Self-service issue configuration form field values]

  {#example-device-action__table_it5_pw4_gjc}

  For a description of all field values, 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.").
* A remedial action that defines the flow or script that reconnects the VPN on the device. For more information, see [Create a remedial action](https://servicenow-prod.fluidtopics.net/90N3Krt56b2OJ2tzKaH8Qg "Create your custom remedial actions from Check Definitions to resolve end-point related issues using Playbook.").
* A device action that groups the issue configuration and the remedial action under a single label, which end users see in Employee Center.

  For more information, see [Configure device actions](https://servicenow-prod.fluidtopics.net/I217zhpALukm84jRP1W0oA "Configure device actions that end users can trigger to maintain optimal device and application performance even when no issues are detected.").
  {#example-device-action__table_jpb_m1p_gjc__entry__2}

  | Field | Value |
  |-|-|
  | DEX Self-service issue config | Select the issue configuration you created. For example, VPN connectivity issue. |
  | Quick action label | <kbd class="ph userinput">Reconnect VPN</kbd> |
  | Active | Select the check box. |
  [Table 2. Example DEX Self-service device action form field values]

  {#example-device-action__table_jpb_m1p_gjc}

  For a description of all field values, see [DEX Self-service device action form](https://servicenow-prod.fluidtopics.net/j6T60GrDoG_rp8LOarhnLA "The DEX Self-service device actions form presents elaborate data on the form's fields and their corresponding descriptions.").

{#example-device-action__ul_ejz_vqh_hjc}

When an end user selects the Reconnect VPN device action from the Employee Center, the remedial action linked to the device action runs on the device and restores the VPN connection.