Enable a DEX remedial action for L1 IT Service Desk AI Specialist

task australia Updated Sep 10, 2026 1 min read enable-dex-action-l1-specialist.md

Add the sn_dex.ai_user role to a Digital End-User Experience (DEX) remedial action so the L1 IT Service Desk AI Specialist can automatically trigger it when a device issue is detected.

Before you begin

Make sure that a Proactive Engagement resolution is linked to the remedial action you want the L1 IT Service Desk AI Specialist to trigger. For more information, see Configuring Proactive Engagement resolutions with DEX.

Note:

Some remedial actions are enabled for the L1 IT Service Desk AI Specialist in the base system. For more information, see .
These remedial actions are applicable for actionable resolutions and can be triggered from the actionable resolutions tab in the performance section.
The sys_ids of remedial actions that don't require employee consent before the AI Specialist triggers them must be added to the sn_itsm_aia.consent_bypass_actions system property. For more information, see Employee consent for device remedial actions.

Role required: sn_reacf.sn_remedial_action_admin

Procedure

Navigate to All > Remedial Actions Framework > Administration > Remedial actions.
On the Remedial Actions page, select the remedial action you want to enable for the L1 IT Service Desk AI Specialist.
On the Remedial Action form, select the Remedial Action Roles tab.
Select New.
Select the sn_dex.ai_user role.
Select Submit.

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---
title: Enable a DEX remedial action for L1 IT Service Desk AI Specialist
description: Add the sn\_dex.ai\_user role to a Digital End-User Experience \(DEX\) remedial action so the L1 IT Service Desk AI Specialist can automatically trigger it when a device issue is detected.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/enable-dex-action-l1-specialist.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, L1 IT Service Desk AI Specialist, IT Service Management]
---

# Enable a DEX remedial action for L1 IT Service Desk AI Specialist

Add the sn\_dex.ai\_user role to a Digital End-User Experience \(DEX\) remedial action so the L1 IT Service Desk AI Specialist can automatically trigger it when a device issue is detected.

## Before you begin

Make sure that a Proactive Engagement resolution is linked to the remedial action you want the L1 IT Service Desk AI Specialist to trigger. For more information, see [Configuring Proactive Engagement resolutions with DEX](https://www.servicenow.com/docs/r/it-service-management/proactive-engagement/configuring-metric-rule.html).

**Note:**

- Some remedial actions are enabled for the L1 IT Service Desk AI Specialist in the base system. For more information, see .
- These remedial actions are applicable for actionable resolutions and can be triggered from the actionable resolutions tab in the performance section.
- The sys\_ids of remedial actions that don't require employee consent before the AI Specialist triggers them must be added to the **sn\_itsm\_aia.consent\_bypass\_actions** system property. For more information, see [Employee consent for device remedial actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/collect-emp-consent.md).

Role required: sn\_reacf.sn\_remedial\_action\_admin

## Procedure

1. Navigate to **All** &gt; **Remedial Actions Framework** &gt; **Administration** &gt; **Remedial actions**.

2. On the Remedial Actions page, select the remedial action you want to enable for the L1 IT Service Desk AI Specialist.

3. On the Remedial Action form, select the **Remedial Action Roles** tab.

4. Select **New**.

5. Select the **sn\_dex.ai\_user** role.

6. Select **Submit**.