---
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


---

# PE Resolutions

# Configuring Proactive Engagement resolutions with DEX {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Metric rules help the organization by setting the criteria and trigger alerts when the device or the application monitored deviates from the specified metrics.

## Before you begin

Set the resolutions to help you proactively resolve the digital issue using the ServiceNow
Digital End-User Experience. For details on the installation of the Digital End-User Experience application, see [Install Digital End-User Experience](https://servicenow-prod.fluidtopics.net/3Ei~nK2qqh_Lci8rn9XW7A "Digital End-User Experience (DEX) is available with activation of the Digital End-User Experience [sn_dex] plugin. You must have the admin role to install the DEX product [sn_dex]. During installation, Application and Device Health is included as a component in DEX.").

Role required: admin

## Procedure

1. Navigate to AllSOWDEX AdministrationMetric rulesCreate metric rule.  
2. Select the device or type of application that you want to monitor and detect issues in the CI selection window.  
   For more information on CI selection, see [Specify metric rule CI](https://servicenow-prod.fluidtopics.net/nGgy9_iClbPoF~x8JuyOlQ "Choose an application or device and define filter conditions for the metric rule.").
3. Select Next.
4. Select the metric and criteria to create an alert.  

   For more information on Alert criteria, see [Define alert criteria](https://servicenow-prod.fluidtopics.net/PM8G2QrSRD4oJPzsJRU9QQ "Specify alert metric criteria by choosing alert severity, defining thresholds, and specifying conditions for when the alert must be triggered.").
5. Select Next.
6. Update the alert action to define the resolution for the metric rule.  
   Note:  
   Remedial actions that require entering parameters are not supported and you won't be able to select when the resolution type is Remedial Action.
7. Select Next.
8. Select the type of resolution and update the resolution details.  
   For more information about the different types of resolution, see [Resolution for Proactive Engagement](https://servicenow-prod.fluidtopics.net/7qSdxIjNYCdFFx69SqGehQ "Resolution is information provided to the end user to self-solve the issue, or execute a remedial action on the end user device.").
9. If you select resolution type as remedial action that has input parameters, enter the Advanced settings for each of the input parameters of the selected remedial action.  
   For more information about the Advanced settings, see [Input parameters for Remedial action in Proactive Engagement](https://servicenow-prod.fluidtopics.net/ZaNFnxMhAhvFJI9dnj63hg "Additional input parameters are listed based on the type of remedial action chosen. Advanced settings for each of those input parameters list the information of the input parameters of the selected remedial action.").
   {#configuring-metric-rule__advset}
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10. Select Continue to Engagement Settings.
11. Update the Engagement settings.  
    Note:  
    * For information on updating the Engagement Settings, see [Engagement Settings for Proactive Engagement](https://servicenow-prod.fluidtopics.net/o9vCIlepT9X7uv2iKqAGoA "It allows you to configure and define how an end user should be engaged to self-solve the issue.")
    * Choose Desktop Assistant as the notification channel to notify the users with any self-help instructions. For more information, see [Desktop Assistant notifications](https://servicenow-prod.fluidtopics.net/zczoQxNtT1IZi27VHblY3Q "Desktop Assistant notifications enable your organization to communicate important updates to end users instantly, regardless of their device activity. This feature enables delivering critical information, supporting Major Incident Management and Proactive Engagement.")
    {#configuring-metric-rule__ul_kpb_wdy_ydc}
12. Select Add Resolution.
13. For defining the name and activation, see [Metric rule triggering Proactive Engagement through alerts](https://servicenow-prod.fluidtopics.net/b0hP5f~L~u~5FTwHvlV5Hg "Metric rules create an alert based on its trigger criteria.")  
    Note:  
    Every time the criteria set in the metric rule is met, it triggers the resolution and helps you resolve the issue.

*[\>]: and then