---
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


---

# Resolution

# Resolution for Proactive Engagement {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Resolution is information provided to the end user to self-solve the issue, or execute a remedial action on the end user device.
The resolution information is provided to the end user through the following methods:
{#resolutions__table_kf3_fss_xbc__entry__2}

| Resolution Type | Description |
|-|-|
| Remedial Action | [Remedial action](https://servicenow-prod.fluidtopics.net/R1roOoXCwPeUfPVqdPOBqg "Remedial action is a framework. We need to install the remedial action framework to select remedial action as a resolution type.") triggers an action on the end user device. |
| Create Incident | Create incident to resolve the issue where ServiceNow Digital End-User Experience will detect the issue based on the metric rule and create an incident with details so the agent can resolve the issue. |
| Self-help instructions | Set of instructions for the user to follow and resolve the issue. |
| URL | Link to any page (including KB articles) with details on how to resolve the issue. |
[ ]

{#resolutions__table_kf3_fss_xbc}