DEX remediation trigger AI agent
This AI agent receives a resolution plan, checks for remedial actions, and executes the supported ones on end-user devices (Windows OS and MacOS endpoints) to resolve common device and application issues. Remedial actions are concrete, executable fix steps such as restarting services, clearing cache, or cleaning up temporary files.
Workflow
Given an incident with a resolution plan, this agent requests end-user consent for applicable remedial actions and executes the approved ones on the device. It reports per-action status upon completion.
- Call the Fetch AI supported remedial actions tool.
- Retrieve and validate the resolution plan and identify AI-supported remedial actions.
- Get user consent for remedial actions.
- Execute remedial actions.
- Return the execution summary in a human readable format and end workflow.
|
Field |
Description |
|---|---|
|
Allow third party to access this AI agent |
When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field. |
|
Allow AI specialists to access this AI agent |
When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field. |
|
Manage long-term memory |
When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference. |
|
Tools |
Fetch AI supported remedial actions
Trigger remedial actions |
|
Allowed user roles The specific user roles that can access this AI agent. |
sn_dex.ai_user, sn_dex.engineer, sn_dex.service_desk_user |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
sn_dex.engineer, sn_dex.service_desk_user, sn_dex.ai_user |
|
Triggers |
Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent. |
|
Channels |
Enable the AI agent for the ServiceNow Otto panel. |
|
Used in agentic workflows |
Not applicable. |
Parent Topic:IT Service Management AI agents
--- title: DEX remediation trigger AI agent description: This AI agent receives a resolution plan, checks for remedial actions, and executes the supported ones on end-user devices \(Windows OS and MacOS endpoints\) to resolve common device and application issues. Remedial actions are concrete, executable fix steps such as restarting services, clearing cache, or cleaning up temporary files. locale: en-US canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/itsm-dex-dex-remediation-trigger-ai-agent.html release: brazil topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [IT Service Management AI agents, IT Service Management, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # DEX remediation trigger AI agent This AI agent receives a resolution plan, checks for remedial actions, and executes the supported ones on end-user devices \(Windows OS and MacOS endpoints\) to resolve common device and application issues. Remedial actions are concrete, executable fix steps such as restarting services, clearing cache, or cleaning up temporary files. ## Workflow Given an incident with a resolution plan, this agent requests end-user consent for applicable remedial actions and executes the approved ones on the device. It reports per-action status upon completion. 1. Call the Fetch AI supported remedial actions tool. 2. Retrieve and validate the resolution plan and identify AI-supported remedial actions. 3. Get user consent for remedial actions. 4. Execute remedial actions. 5. Return the execution summary in a human readable format and end workflow. <table><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Allow third party to access this AI agent </td><td> When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field. </td></tr><tr><td> Allow AI specialists to access this AI agent </td><td> When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field. </td></tr><tr><td> Manage long-term memory </td><td> When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/na-aia-reference.md). </td></tr><tr><td> Tools </td><td> - **Script** Fetch AI supported remedial actions - **Subflow** Trigger remedial actions </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> sn\_dex.ai\_user, sn\_dex.engineer, sn\_dex.service\_desk\_user </td></tr><tr><td> Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. </td><td> sn\_dex.engineer, sn\_dex.service\_desk\_user, sn\_dex.ai\_user </td></tr><tr><td> Triggers </td><td> Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/add-trigger-aia.md). </td></tr><tr><td> Channels </td><td> Enable the AI agent for the ServiceNow Otto panel. </td></tr><tr><td> Used in agentic workflows </td><td> Not applicable. </td></tr></tbody> </table>Learn more about IT Service Management at [IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/r_ITServiceManagement.md). **Parent Topic:**[IT Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/itsm-ai-agents-overview.md)
| title | DEX remediation trigger AI agent |
| description | This AI agent receives a resolution plan, checks for remedial actions, and executes the supported ones on end-user devices \(Windows OS and MacOS endpoints\) to resolve common device and application issues. Remedial actions are concrete, executable fix steps such as restarting services, clearing cache, or cleaning up temporary files. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/intelligent-experiences/itsm-dex-dex-remediation-trigger-ai-agent.html |
| release | brazil |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | IT Service Management AI agentsIT Service ManagementAI agents libraryAI agents and agentic workflowsEnable AI Experiences |