CS0369439 Case please help. I lost my CSA exam today. Wrong Name in Webassessor

[NuriaG]

Dear ServiceNow colleagues,

I just opened a case CS0369439 with you after a deeply depressing experience this morning.

I lost my CSA exam today. It was MY LAST DAY to take the exam (my voucher expires TODAY 21/10/2023) so I LOST the certification CHANCE.

I know you maybe very busy but I would really appreciate your support in here.

• Can you help me please to align both name fields in Nowlearning/Webassessor (correct this last one please)? Webassessor told me to open a ticket with you.
• Could you please extend my voucher expiry date so I can take the exam as soon as my name in webassessor is aligned to the one in Snow and my ID proof?

Please dear colleagues, it is the second time I suffer Webassessor production Incidents in one month (October23)  and this one made me loose my CSA certification options, so I am deeply depressed.

I have seen in internet that other colleagues have suffered exactly the same issue as me. Webassessor took wrong their names or surnames too… and they also had to raise a ticket with you.

I very much appreciate your support guys.

In the CS0369439 case I have included all the details I believe you guys would need to know.

I really hope this is fixed quickly and no one more suffers this really disappointing situation I suffered this morning.

***********

By the way and in case it may help someone, I also suffered another incident with Webassessor this month on 03/10 when I tried to book an onsite exam  -> Webassessor would not offer any onsite option at all in Madrid (Spain).

When trying to book the exam I realized it was possible to book it for a proctored exam but not for ANY onsite exam in Madrid. The only option offered was a HOTEL in Madrid and you could not book for any specific date so it was clearly an Incident in Production.

I called my preferred option for onsite exam and I asked. They said that it was odd as they offered the CSA exam.

I contacted webassessor via chat and after 3 chats and long time they confirmed it was an incident and they fixed and booked the place, day and hour for me.

Not sure why sometimes things have to be that difficult... I know incidents happen but consequences can be pretty awful... like loosing your options to get your certificate....

I really hope someone can help me.

Many thanks by the way for everyone who posts and share doubts, problems, solutions with the rest. Use to be really helpfull 🙂

Wish me luck with this one 

Have a great day

[James W_ Dlugos]

Hi Josephine, you can open a Case from your Now Learning account at https://nowlearning.servicenow.com

After logging in to Now Learning, click the "Help Center" link near the top-left of the page. Then to the far-right, look for the "Create a Case" button.

Best,
Jim

[NuriaG]

I James, 

I very much appreciate you taking action in here. I really mean it.

After reading your comment I checked on the case CS0369439. 

Yes, there was a comment from the agent saying: 

We received your concerns about your CSA exam.

We want to avoid similar situations in the future.

Would you please reply with the name that matches your Government-issued ID?

I quickly provided the details and I informed that they are exactly the same as in my Nowlearning profile.

She came back to me and asked for  24hrs to contact Webassessor colleagues and to try to sort it out.

I am waiting so hopefully I can take my exam soon and forget about this stressful situation. I keep the faith. 

Thanks for your support Jame. I very much appreciate you guys to try to help me in here.

Stay in touch.

Thank you,

[James W_ Dlugos]

Hi NuriaG! Just chatted with Support, and the fix is being put into place shortly (as of 1015am PST on 10/27.) Watch for a confirmation email, then you should be all set to go. Our apologies again, I know everyone works particularly hard to obtain their certs, the last thing we want is for that process to be difficult! Good luck! 🙂

[NuriaG]

Dear James W_Dlugos,

Many thanks for your support. I really really appreciate your assistance in here.

I checked the case today and I saw that I got a reply saying that now my Name in Webassessor should be corrected. I got in and yes it was OK. It also says that I have the voucher to take the CSA exam which expires in Dic 23.  I really appreciate it a lot.

Point is that I also see that I have to pay USD 300 to take the exam. 

I really believe it is not fair at all as I did not miss the exam because of my fault. I simply was rejected in the exam centre as the name in Webassessor did not match the name in my ID coincident with my profile in NowLearning. 

Please can you help me in here James? I do not believe I deserve it. I believe I should take the exam as it would the first time I went to the centre and was rejected for sth beyond my control. I do not believe I have to pay as if I would have missed the exam for sth under my control or failed the exam.

I answered in the case and I attached screenshots with the evidence I have to press the BUY NOW button next to the exam fee USD 300.

Unfortunately, I had to reject the resolution of the case. Ufff, honestly I am getting exhausted... 

Please James, can you help again. Apologies for bothering so much....

[James W_ Dlugos]

Hi Nuria, you should now see your assigned voucher code in your Now Learning account. You should be all set to go now. 🙂