CSA exam question clarification

david_dsouz · a week ago

In the CSA exam there was a question around a Manager not being able to see anything when they go to My Group Works (as he is the manager of the Network and Hardware Groups team)

My view was that it was because he was not allocated to the Group. However there has been debate on other options like he does not have the ITIL profile.

Surely my view makes sense

Dr Atul G- LNG · a week ago

Hi @david_dsouz

The manager is not a member of the Network and Hardware groups so not able to see.

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View solution in original post

Dr Atul G- LNG · a week ago

Hi @david_dsouz

The manager is not a member of the Network and Hardware groups so not able to see.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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scootjeep88 · a week ago

Your view makes sense. Since the manager is not part of the group, he will not see this correctly. The OOB filter condition shows tasks that belong to your assignment group and tasks that are not assigned to a specific user.

AndersBGS · a week ago

Hi @david_dsouz ,

I agree with @scootjeep88 and @Dr Atul G- LNG as he is going to "my group work" and doesn't see anything, that is because he is not a member of those group. According to the ITIL dialogue, it doesn't matter here. If the manager didn't had ITIL, then he wouldn't be able to see any tickets any where even if he were a member of those group.

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/