Micro-Certification - Welcome to ServiceNow task 3 is not getting pass

[ManognaReddy]

Hi everyone,

I’m currently working on a ServiceNow lab task where I need to create an incident for intermittent email access and assign it to the Software group.

I have filled in all the required fields correctly:

Caller: Adela Cervantsz
Category/Subcategory: Email
Impact: 2 – Medium
Urgency: 2 – Medium
Assignment Group: Software

After submitting the incident, I also added the required comment in Additional Comments (customer visible) exactly as instructed.

However, the task is still showing as failed, and I’m unable to understand what I might be missing.

Has anyone faced a similar issue or knows what could be causing this? Any guidance would be really helpful.

Thanks in advance!

[Pavan Srivastav]

Here are the most likely reasons your task is still showing as failed:

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1. Caller Name Spelling — Most Common Culprit

The caller you typed is "Adela Cervantsz" — check the lab instructions again very carefully. The actual user in the system is almost certainly "Adela Cervantes" (note: Cervantes not Cervantsz).

Labs validate against exact sys_id matches, so if the name autocomplete didn't resolve to a real user record and you typed a misspelling, the field may look filled but the reference is broken.

Check the Caller field — does it show as a blue hyperlink? If it's just plain text it didn't resolve to a valid user.

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2. Comment vs Work Note Mix-up

Labs are very specific about which field the comment goes in. Verify:

• You used Additional Comments (customer visible) — the one on the right side of the activity section
• You did not accidentally type in Work Notes (the left side)
• The comment text matches the lab instruction exactly — including capitalisation, punctuation, and spacing

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3. Short Description Field

Labs almost always require a specific short description word-for-word. Check if the lab instructions specify exact text for this field — something like "Intermittent email access" — and make sure yours matches exactly including capitalisation.

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4. Incident Not Submitted Properly

Verify the incident was actually saved/submitted and has an INC number assigned. If you're still on the new record form it hasn't been committed yet.

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5. Priority Calculated Correctly

With Impact 2 and Urgency 2 the system should auto-calculate Priority 2 – High. Some labs validate the priority field too — if your instance has a custom priority matrix this could differ.

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Quick Checklist

Field	Check
Caller	Blue hyperlink? Correct spelling?
Short Description	Matches lab text exactly?
Category	Email (not Software)
Subcategory	Correct sub-value?
Impact	2 – Medium
Urgency	2 – Medium
Assignment Group	Software (resolved as hyperlink)
Comment	In Additional Comments not Work Notes?
Record saved	INC number visible?

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[Tanushree Maiti]

Hi @ManognaReddy 

Check this video and check what you are missing.

https://www.youtube.com/watch?v=TXJQqhTL2ao