Components installed with Proactive Engagement
Several types of components are installed with activation of the Proactive Engagement application (com.snc.self_remediation_framework), including user roles.
Roles installed with ServiceNow Proactive Engagement
Note: The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.
|
Role title [name] |
Contains roles |
Description |
|---|---|---|
|
sn_pren.solution_provider |
sn_pren.issue_registry_template_write |
Creates issue registry template, resolution, and resolution prompt records. |
|
sn_pren.engagement_admin |
sn_pren.issue_registry_write sn_pren.experience_issue_read sn_pren.issue_registry_template_write |
Note: SOW user role is required to access the Proactive Engagement workbench. |
|
sn_pren.issue_registry_template_write |
None |
Can create, edit, read, and delete the following: - Issue Registry Template records
|
|
sn_pren.issue_registry_write |
None |
Can create, edit, read, and delete the following: - Issue Registry
|
|
sn_pren.solution_provider |
None |
Can read experience issue records |
|
Table |
Table name |
Description |
|---|---|---|
|
Proactive engagement provider |
sn_pren_provider |
Record used to maintain the details of the DEX solution provider such as name and provider code. ServiceNow is the only provider. |
|
Issue Registry Templates |
sn_pren_issue_registry_template |
This table stores all the end-user issues for which a customer could potentially engage the end user to self-solve when the issue occurs. Issue registry template records can either come from a third-party DEX provider or be created directly by the customer, with a reference to the provider. This table specifies the resolution for the issue and how the end user should be engaged. It holds descriptive fields for the issue, such as Short Description and Description. Additionally, it contains a Unique Issue Code, which is a combination of the Provider Code and Issue Code, ensuring uniqueness across all template records for a customer. |
|
Issue Registries |
sn_pren_issue_registry |
This table holds all the issues that the customer has chosen for end-user self-solution. An Issue Registry record is created by deploying the Issue Registry template record. Simply having the Issue Registry template record does not make the issue eligible for self-solving; the Engagement Admin must deploy the template to create the Issue Registry record. The table stores all the configurations deployed by the customer. This includes details about whether a custom resolution and notification were configured, engagement settings, notification channel settings, fallback options, and template parity status. |
|
Resolutions |
sn_pren_resolution |
Record used to store the resolutions configured to be executed when a threshold breach occurs, as per the metric rule configuration. It can include a self-help instruction with defined steps, a URL with a specified link, a remedial action with a reference to the configured remedial action, or an incident creation type. |
|
Notification content |
sn_pren_notification_content |
Record used to maintain the notification settings such as notification prompt message and resolution consent prompt. |
|
Experience Issues |
sn_pren_experience_issue |
Experience issue record is created after the engagement is initiated with the end user. This stores data such as user information, State of the resolution execution, end reason state, fallback result (if triggered), investigative details, and so on. This record is the source of truth for any proactive engagement with the end user. |
|
Experience issue alert |
sn_pren_experience_issue_m2m_alert |
Record used to create a log of the alert that caused the experience issue. This is a mapping table between alerts and experience issues, with details about the count of throttled users and throttling reason. |
--- title: Components installed with Proactive Engagement description: Several types of components are installed with activation of the Proactive Engagement application \(com.snc.self\_remediation\_framework\), including user roles. locale: en-US canonical_url: https://www.servicenow.com/docs/r/it-operations-management/digital-end-user-experience-dex/components-installed-with-pe.html release: brazil product: Digital End-User Experience \(DEX\) classification: digital-end-user-experience-dex topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Reference, Reference, Digital End-User Experience, IT Operations Management] --- # Components installed with Proactive Engagement Several types of components are installed with activation of the Proactive Engagement application \(com.snc.self\_remediation\_framework\), including user roles. ## Roles installed with ServiceNow Proactive Engagement **Note:** The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see [Find components installed with an application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/platform-administration/find-components.md). <table id="table_zbn_zhs_xbc"><thead><tr><th> Role title \[name\] </th><th> Contains roles </th><th> Description </th></tr></thead><tbody><tr><td> sn\_pren.solution\_provider </td><td> sn\_pren.issue\_registry\_template\_write </td><td> Creates issue registry template, resolution, and resolution prompt records. </td></tr><tr><td> sn\_pren.engagement\_admin </td><td> sn\_pren.issue\_registry\_write sn\_pren.experience\_issue\_read sn\_pren.issue\_registry\_template\_write </td><td> - Deploys issue registry templates. - Configures the engagement settings, notification channels, and fallback. - Creates a custom resolution and notification for an existing template. **Note:** SOW user role is required to access the Proactive Engagement workbench. </td></tr><tr><td> sn\_pren.issue\_registry\_template\_write </td><td> None </td><td> Can create, edit, read, and delete the following: - Issue Registry Template records - Resolution records - Notification Content records </td></tr><tr><td> sn\_pren.issue\_registry\_write </td><td> None </td><td> Can create, edit, read, and delete the following: - Issue Registry - Issue Registry Template records - Resolution records - Notification Content records </td></tr><tr><td> sn\_pren.solution\_provider </td><td> None </td><td> Can read experience issue records </td></tr></tbody> </table>## Tables installed <table id="table_kvc_l53_dxb"><thead><tr><th> Table </th><th> Table name </th><th> Description </th></tr></thead><tbody><tr><td> Proactive engagement provider </td><td> sn\_pren\_provider </td><td> Record used to maintain the details of the DEX solution provider such as name and provider code. ServiceNow is the only provider. </td></tr><tr><td> Issue Registry Templates </td><td> sn\_pren\_issue\_registry\_template </td><td> This table stores all the end-user issues for which a customer could potentially engage the end user to self-solve when the issue occurs. Issue registry template records can either come from a third-party DEX provider or be created directly by the customer, with a reference to the provider. This table specifies the resolution for the issue and how the end user should be engaged. It holds descriptive fields for the issue, such as Short Description and Description. Additionally, it contains a Unique Issue Code, which is a combination of the Provider Code and Issue Code, ensuring uniqueness across all template records for a customer. </td></tr><tr><td> Issue Registries </td><td> sn\_pren\_issue\_registry </td><td> This table holds all the issues that the customer has chosen for end-user self-solution. An Issue Registry record is created by deploying the Issue Registry template record. Simply having the Issue Registry template record does not make the issue eligible for self-solving; the Engagement Admin must deploy the template to create the Issue Registry record. The table stores all the configurations deployed by the customer. This includes details about whether a custom resolution and notification were configured, engagement settings, notification channel settings, fallback options, and template parity status. </td></tr><tr><td> Resolutions </td><td> sn\_pren\_resolution </td><td> Record used to store the resolutions configured to be executed when a threshold breach occurs, as per the metric rule configuration. It can include a self-help instruction with defined steps, a URL with a specified link, a remedial action with a reference to the configured remedial action, or an incident creation type. </td></tr><tr><td> Notification content </td><td> sn\_pren\_notification\_content </td><td> Record used to maintain the notification settings such as notification prompt message and resolution consent prompt. </td></tr><tr><td> Experience Issues </td><td> sn\_pren\_experience\_issue </td><td> Experience issue record is created after the engagement is initiated with the end user. This stores data such as user information, **State** of the resolution execution, end reason state, fallback result \(if triggered\), investigative details, and so on. This record is the source of truth for any proactive engagement with the end user. </td></tr><tr><td> Experience issue alert </td><td> sn\_pren\_experience\_issue\_m2m\_alert </td><td> Record used to create a log of the alert that caused the experience issue. This is a mapping table between alerts and experience issues, with details about the count of throttled users and throttling reason. </td></tr></tbody> </table>
| title | Components installed with Proactive Engagement |
| description | Several types of components are installed with activation of the Proactive Engagement application \(com.snc.self\_remediation\_framework\), including user roles. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/it-operations-management/digital-end-user-experience-dex/components-installed-with-pe.html |
| release | brazil |
| product | Digital End-User Experience \(DEX\) |
| classification | digital-end-user-experience-dex |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | ReferenceReferenceDigital End-User ExperienceIT Operations Management |