Enable issue configurations for DEX Self-service

task brazil Updated Sep 10, 2026 1 min read enable-dex-self-service-issues.md

Enable issue resolutions for DEX Self-service so that end users can resolve device, application, and connectivity issues on their own.

Before you begin

Role required: sn_dex.admin

Procedure

Navigate to All > Digital Experience Self-Service > Issue Configurations.

The base system issue configurations are displayed.

The default value for the Enabled in EC self-service and Enabled in DEX Now Assist topic columns is false.
Open an issue configuration record.
Select the Enabled in EC self-service check box to enable the issue in the Employee Center portal and Desktop Assistant.
Select the Enabled in DEX Now Assist topic check box to enable the issue in ServiceNow Otto for ITSM.

The ITSM Virtual Agent enables you to check your device's health using a prebuilt large language model (LLM) topic conversation. For more information, see ITSM Virtual Agent pre-built LLM topics.
Verify that the issue code in the Resolution field is active.
1. Select the reference icon near the Resolution field.
2. In the Issue Registry preview pop-up window, confirm that the Active check box is selected.
3. If the Active check box isn’t selected, activate the issue resolution.
  
  For information about how to activate an issue resolution, see Activate Proactive Engagement resolutions for DEX Self-service.
Select Update.

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---
title: Enable issue configurations for DEX Self-service
description: Enable issue resolutions for DEX Self-service so that end users can resolve device, application, and connectivity issues on their own.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-operations-management/digital-end-user-experience-dex/enable-dex-self-service-issues.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: 1
breadcrumb: [Configuring DEX Self-service, Configure, Digital End-User Experience, IT Operations Management]
---

# Enable issue configurations for DEX Self-service

Enable issue resolutions for DEX Self-service so that end users can resolve device, application, and connectivity issues on their own.

## Before you begin

Role required: sn\_dex.admin

## Procedure

1.  Navigate to **All** &gt; **Digital Experience Self-Service** &gt; **Issue Configurations**.

    The base system issue configurations are displayed.

    The default value for the **Enabled in EC self-service** and **Enabled in DEX Now Assist topic** columns is false.

2.  Open an issue configuration record.

3.  Select the **Enabled in EC self-service** check box to enable the issue in the Employee Center portal and Desktop Assistant.

4.  Select the **Enabled in DEX Now Assist topic** check box to enable the issue in ServiceNow Otto for ITSM.

    The ITSM Virtual Agent enables you to check your device's health using a prebuilt large language model \(LLM\) topic conversation. For more information, see [ITSM Virtual Agent pre-built LLM topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-va-prebuilt-topics.md).

5.  Verify that the issue code in the **Resolution** field is active.

    1.  Select the reference icon near the **Resolution** field.

    2.  In the Issue Registry preview pop-up window, confirm that the **Active** check box is selected.

    3.  If the **Active** check box isn’t selected, activate the issue resolution.

        For information about how to activate an issue resolution, see [Activate Proactive Engagement resolutions for DEX Self-service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/digital-end-user-experience-dex/activate-proactive-engage-resolutions.md).

6.  Select **Update**.