Issue config in Digital End-user Experience Self-service

  • Release version: Yokohama
  • Updated April 15, 2025
  • 3 minutes to read
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    Summary of Issue config in Digital End-user Experience Self-service

    The Digital End-user Experience (DEX) Self-service offers a set of predefined issue configurations designed to help end users identify and resolve common device and application problems. These configurations are included in the base system but are disabled by default. ServiceNow customers can enable and customize these issue configurations to enhance self-service capabilities and reduce support workload.

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    Key Features

    • Device Performance Issues: Includes alerts for pending computer restarts, low disk space (Windows and Mac), and poor battery health. Users receive self-help instructions or remedial actions such as reboot prompts, disk cleanup, or battery replacement requests.
    • Application Performance Issues: Covers common application crashes for Microsoft Teams, Outlook, and Zoom on both Windows and Mac platforms. Solutions include self-help instructions or direct remedial actions like reinstalling the affected application.
    • Network Stability Issues: Addresses poor WiFi signal strength and VPN disconnection notifications. Users are guided to improve connectivity by moving closer to the router, switching to wired connections, or ensuring VPN connectivity for secure access.
    • Remedial Actions and Self-help Instructions: Depending on the issue, users can either follow guided instructions or use direct remediation buttons to resolve problems without contacting support.
    • Cross-platform Support: Most issues are supported on both Windows and Mac, ensuring broad applicability across user environments.

    Practical Benefits for ServiceNow Customers

    • Enabling these issue configurations empowers end users to proactively address common device and application issues, reducing downtime and improving productivity.
    • Self-service resolution options decrease the volume of support tickets and free IT resources for more complex tasks.
    • Customizable issue categories and remedial actions allow organizations to tailor the experience to their environment and user needs.
    • Clear notifications and instructions improve user satisfaction by providing timely, actionable guidance.

    The Digital End-user Experience Self-service provides the following issue configurations in the base system. By default, all these issue configurations are disabled.

    Issue Configuration Category Sub-category Enabled in EC self-service Enabled in DEX now assist topic Device OS Evaluation metrics Issue description Resolution
    Computer restart pending Device performance Computer last restart FALSE FALSE Both Device up time Your computer has not been restarted for a while which can lead to degraded system performance. Provides a self-help instruction notifying the user to reboot their device.
    Low disk space Device performance Disk space FALSE FALSE Windows Disk usage Your device is running low on disk space, which can affect its performance. Click the fix to clear temporary and cache files without causing any impact to your work. Provides a remedial action button, it resolves the issue by freeing up disk space through Windows Disk Cleanup.
    Low disk space Device performance Disk space FALSE FALSE Mac Disk usage Your device is running low on disk space, which can affect its performance. Provides the user with self-help instructions to free up disk space.
    MS Teams application crash Application(s) performance MS Teams application stability FALSE FALSE Windows Application crashes MS Teams application has crashed multiple times on your device. Here are the instructions to resolve this issue. Provides a Self-help instructions to resolve recurring crash of Microsoft Teams; detected due to outdated/ incompatible application version, high CPU consumption, etc.
    MS Teams application crash Application(s) performance MS Teams application stability FALSE FALSE Mac Application crashes MS Teams application has crashed multiple times on your device. Click the fix to reinstall MS Teams application. Provides a remedial action button to re-install Microsoft Teams to resolve recurring application crash.
    Outlook application crash Application(s) performance Outlook application stability FALSE FALSE Windows Application crashes Outlook application has crashed multiple times on your device. Here are the instructions to resolve this issue. Provides Self-help instructions to resolve recurring crash of Microsoft Outlook.
    Outlook application crash Application(s) performance Outlook application stability FALSE FALSE Mac Application crashes Outlook application has crashed multiple times on your device. Click the fix to reinstall Outlook application. Provides a remedial action button to Re-install Microsoft Outlook to resolve recurring application crash.
    Poor device battery health Device performance Battery health FALSE FALSE Both Battery health Poor battery performance due to a deteriorated battery. Click on 'Replace battery' to raise a battery replacement request. Provides an option to raise a request battery replacement catalog request.
    Poor WiFi signal Network stability Wifi signal strength FALSE FALSE Mac Wifi RSSI Poor Wifi signal strength can cause poor browsing experience or lags in online meetings. Provides a self-help instruction by notifying the user to move closer to the router or switch to wired connection for better signal strength.
    Poor WiFi signal Network stability Wifi signal strength FALSE FALSE Windows Wifi signal strength Poor Wifi signal strength can cause poor browsing experience or lags in online meetings. Provides Notify the user to move closer to the router or switch to wired connection for better signal strength.
    VPN disconnected Network stability VPN connectivity FALSE FALSE Both Device VPN status Stay connected to Zscaler to ensure secure access to organisation resources and maintain security compliance. notify the user to move closer to the router or switch to wired connection for better signal strength.
    Zoom application crash Application(s) performance Zoom application stability FALSE FALSE Mac Application crashes Zoom application has crashed multiple times on your device. Click the fix to reinstall Zoom application. Provides a remedial action as a resolution to Re-install Zoom which can resolve recurring application crash; detected due to outdated/incompatible application version, high CPU consumption, etc.
    Zoom application crash Application(s) performance Zoom application stability FALSE FALSE Windows Application crashes Zoom application has crashed multiple times on your device. Here are the instructions to resolve this issue. Provides self-help instructions to resolve recurring crash of Zoom; detected due to outdated/ incompatible application version, high CPU consumption, etc.