Configure Proactive Engagement resolutions with DEX

Configure metric rules with Proactive Engagement resolutions to trigger alerts and resolutions when a monitored device or application deviates from the specified metrics.

Before you begin

The Digital End-User Experience application must be installed. For details on the installation of the Digital End-User Experience application, see Install Digital End-User Experience.

Role required: admin

Procedure

Navigate to All > SOW > DEX Administration > Metric rules > Create metric rule.

[Omitted image "select_ci_pe.png"] Alt text: Select the CI window
In the CI selection window, select the device or type of application to monitor for issues.

For more information about CI selection, see Specify the configuration item for a metric rule.
Select Next.
Select the metric and criteria to create an alert.

[Omitted image "metric_rule_add_criteria.png"] Alt text: Add criteria

For more information about alert criteria, see Define alert criteria.
Select Next.
Update the alert action to define the resolution for the metric rule.

[Omitted image "alert-action.png"] Alt text: Set alert action

Note: Remedial actions that require entering parameters aren't supported and you won't be able to select when the resolution type is Remedial Action.
Select Next.
Select the type of resolution and update the resolution details.

For more information about the different types of resolution, see Resolutions for Proactive Engagement.

[Omitted image "resolutions_y.png"] Alt text: Proactive resolution content window to add the Resolution details.
If the resolution type is a remedial action that has input parameters, enter the advanced settings for each input parameter of the selected remedial action.

For more information about the Advanced settings, see Input parameters for remedial actions in Proactive Engagement.
Select Continue to Engagement Settings.
Update the Engagement settings.

[Omitted image "engagement_settings_y.png"] Alt text: Define the engagement settings

Note:
- For information about updating the engagement settings, see Engagement settings for Proactive Engagement.
- Select Desktop Assistant as the notification channel to notify users with self-help instructions. For more information, see Desktop Assistant notifications.
Select Add Resolution.
To define the name and activate the rule, see Metric rule triggering Proactive Engagement through alerts.

Note: Every time the criteria set in the metric rule are met, the metric rule triggers the resolution and helps you resolve the issue.

title	Configure Proactive Engagement resolutions with DEX
description	Configure metric rules with Proactive Engagement resolutions to trigger alerts and resolutions when a monitored device or application deviates from the specified metrics.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/it-operations-management/digital-end-user-experience-dex/configuring-metric-rule.html
release	brazil
product	Digital End-User Experience \(DEX\)
classification	digital-end-user-experience-dex
topic_type	task
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	Set up Proactive EngagementConfigureDigital End-User ExperienceIT Operations Management