Hello @sridharyada,
From an administrative perspective, issues like this highlight the integration gap between physical test centers and the core certification database.
You are currently caught in a synchronization delay. The physical test center operates on the Pearson VUE platform, while your credentialing is managed by ServiceNow University. When an exam is unexpectedly interrupted, the test center flags the anomaly in their local system and generates an incident case. However, that facility incident does not instantaneously trigger an API call to reset your status within your ServiceNow profile.
Until ServiceNow receives official confirmation from the vendor that the exam was aborted due to a technical or facility failure—and not candidate abandonment—your profile is locked from scheduling a new attempt to prevent voucher duplication.
Do not attempt to pay for a new registration. You must bridge this gap manually by submitting a ticket directly through the Now Learning Help portal and referencing the vendor's case number. Once the support teams cross-reference the facility logs, they will clear the lock on your profile, allowing you to seamlessly reschedule through the ServiceNow University portal.
