CSA Question on Tasks

[sme4hire]

I'm looking for clarification on the following hypothetical CSA Question I have seen a few times. 

An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?

A. The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.

B. The manager does not have the itil role.

C. The manager is not a member of the Service Desk group.

D. The manager is not a member of the Network and Hardware groups.

E. The Assignment Group manager field is empty.

Now, when I go through my PDI in Xanadu I selected 'D' because without the Manager being part of the Network and Hardware groups, they don't see tasks on the Service Desk > My Groups Work list. 

The "My Groups Work" list in ServiceNow only displays tasks that:
1. Belong to the user's assignment groups (Network and Hardware in this case).
2. Are not yet assigned to a specific user (i.e., Assigned to field is empty).
If tasks are already assigned to specific individuals within the groups, the manager will not see them in My Groups Work.

However- some are debating that the correct answer is A. The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.

I am looking for clarification on this for Xanadu or newer because the forum seems divided. Thank you in advance and Semper Fi

[Dr Atul G- LNG]

Hi @sme4hire 

Answer is D.

[Nikhil Bajaj9]

Hi @sme4hire ,

Correct Answers are - A and D.

Based on the filter condition, the manager must be part of the assignment groups to view unassigned tasks. The question does not specify whether the manager belongs to those groups or not. This leads to two possible scenarios:

1. The manager is part of the assignment groups: In this case, all the tasks have been assigned to someone, which is why there is no data visible.

2. The manager is not part of the assignment groups: Since the manager is not a member of any of these groups, they cannot view any tasks, even if those tasks are unassigned.

[Bhuvan]

@sme4hire 

For some questions, it would seem many answers could be correct but you need to choose the best answer from the available answers and not make assumptions as question does not talk about unassigned tasks. 

For this question, Answer D would be the best option.

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan