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!!

You did right, don't accept the proposed solution till the time you get the things corrected. 

[Jim Poisson]

Please accept my apologies for the challenges you've experienced.

I've asked someone in our support team to reach out to you to confirm the name that should be in Kryterion and to get a new voucher issued once Kryterion is updated.

[BaskaranCharu]

Hi @NuriaG ,

I am facing the same issue. Were you able to write the exam or change your name in WebAccessor?

Please help me understand what to do. I have created a case and emailed ServiceNow regarding this issue, but I haven't received any response. I have already used my voucher and claimed it.

Please help.

[James W_ Dlugos]

Hi NuriaG! So sorry you've run into this issue, I've asked a few folks within the Certification team to get a closer look and reach out to Webassessor. Hang tight, we'll get you patched up!

[Josephine Okez1]

Hi James,

where can I raise a case for a similar issue? My exam is on October 31,2024 but I would like my webassessor name updated to match my government issued ID to avoid any issues on exam day. Where is the best place to raise the ticket so it gets attended to promptly. Thanks for your help.