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

[Dr Atul G- LNG]

Hi @NuriaG 

Greetings!!

Sad to hear your experience. Truly speaking , we are not the right person who can help you here. As  you already opened the case then please wait for update. Its SN decision to extend the validity and tell the next steps.

Regarding onsite exam, I heared that few onsite centers are allowed to specific exam only , so it is not a prod issue. Better you book exam for online (from home), you just need a external camera and good internet.

[AndersBGS]

Hi @NuriaG 

You have done it correct by opening CS0369439  through NowLearning. Even though it can be frustrating to wait for an answer, this is the only solution. You need to be patient, as nobody on the community will be able to help with your case

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

Best regards

Anders

[NuriaG]

Many thanks guys for your comments: 

I write in here my case so I can help other people. 

I received the answer from ServiceNow to may case saying that the identification the day of the exam is imperative and I have to provide my ID to identify myself. Clearly they did not read the case or they did not understand it as they offered to me the option of buying another voucher deducting Kryterion fee to try to take the exam again.

I answered to them that unfortunately the issue was that I missed my exam because my NAME in Kryterion/Webassessor is DIFFERENT to the NAME in ServiceNow (which is coincident with my ID). I can buy as many vouchers as I want that I will never be capable of taking the exam due to the missmatch of my Name because Kryterion has it WRONG.

I had to reject the solution proposed by ServiceNow as unfortunately will not help me....I asked them please to get my name correct in Kryterion. I talked to Kryterion and they told me I should talk to ServiceNow and open a case with them to get my NAME CORRECTED in their system. Something I understand they should have done well from the very beginning... 

Why everything has to be soo difficult....

Have all a great day. Wish me luck....

[NuriaG]

Dear all I share the latests news in case I can help someone with the same issue as me. 

I got the answer from ServiceNow. They told me that identifying yourself the day of the exam is imperative and I have to provide a valid ID and pic to do it. They also offered to me the option to buy another voucher with a discount (removed Kryterion fee). 

Probably they did not read well the case or they did not understand it. 

I went to the center, I presented my ID and the center did not permit me to take the exam because the name in ServiceNow is OK and coincident with my ID but Kryteroin has it WRONG. 

The solution they proposed is not valid for me. I can buy 10 more vouchers that I will be ALWAYS be rejected the day of the exam because Kryterion has my NAME wrong.

I asked them please:

1. TO HELP ME TO GET MY NAME CORRECT IN KRYTERION. This is KEY. If this info is not corrected, I will NEVER be capable of taking the exam. I contacted them and they said I should contact you an open a case (to get the NAME corrected)
2. TO EXTEND THE VALIDITY OF THE VOUCHER OR TO GIVE TO ME A FREE VOUCHER because I did nothing wrong. It was Kryterion who had an incident in Production and my name was inherited wrongly.

I had to reject the proposal as it will not help me at all... until Kryterion does not correct the incident, I will not be capable of taking any exam at all.

Why is this that difficult please... 

Wish me luck. Have a great day