---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/it-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure engagement settings

# Configure engagement settings {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

It allows you to configure and define how an end user should be engaged to self-solve the issue. Virtual agent is the only notification channel that the user would be engaged. As a fallback, an incident can be created or
route to a live agent.

## Antes de Iniciar

Role required: admin

## Procedimento

1. Navigate to AllSOWDEX AdministrationMetric rulesCreate metric rule.
2. Select the CI and alert action.
3. Select the Resolution type and click Continue to Engagement Settings.  
4. Update the fields listed in the Engagement settings screen to define how the end user should be engaged to resolve the issue.  
5. Click Add Resolution.