ServiceNow CSA exam stuck in pending status

kennethlove
Tera Contributor

3 weeks ago

Hi all,

 

I am reaching out for help. My ServiceNow CSA exam has been stuck in pending status for a week and I am unable to schedule another one. I have created a case number in ServiceNow University ( Case # CS0631698) and I have received no updates since it was created a week ago. Is there anyone here who could reset the status of my exam or could provide a contact I could reach out to for assistance? Thank you so much. 

 

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kennethlove
Tera Contributor
In response to Jim Poisson

2 weeks ago

Hi @glideFather !

 

It has now been 11 days since I attempted to take the CSA exam and my exam is still not allowing me to reschedule. I asked for an update on the ticket on 7/27/26 and I have been emailing nowlearning@servicenow.com since 7/14/26 with no response. Can you please escalate this case? I really need to take this exam for employment purposes. Thank you so much for your help!

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Jim Poisson
ServiceNow Employee
In response to kennethlove

2 weeks ago

I can see you were sent a response on July 23rd to your gmail account. I will make the support leads aware you are still awaiting a response.

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kennethlove
Tera Contributor
In response to Jim Poisson

2 weeks ago

Thanks, @Jim Poisson

A response to my ticket was made today with the latest update saying my "case has been transferred to our Security team for further review. You will receive an update from them as soon as possible." I am hoping this will bring my issue one step closer to resolution. Thanks for your help. I will continue to follow up with this. 

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kennethlove
Tera Contributor
In response to kennethlove

2 weeks ago

Hi @Jim Poisson ,

 

I want to thank you for your help during this process as today my issue has finally been resolved and I am able to register to retake my CSA exam. However, something must be done about the online proctoring process. Proctors are cancelling exams for leaving the testing area BEFORE students actually launch the exam. That isn't right. That is what happened to me and plenty other students as evidenced from previous threads. So the below explanation does not accurately sum up what happened in this case. See below. Thanks again!

 

Dear Tester,
Apologies that this has taken so long. All exams that are suspended must go through a manual review which can take a long time. 
The issue with your test session is that you left the testing area during your examination. Leaving the testing area without permission from the proctor in advance is a violation of our test security policies. 
This is a warning for this behavior. Any future violations of our policies or instances of not following the proctor's instructions may lead to permanent suspension from the certification program. 
We will allow you to pay to attempt the exam again. This will not be free as the Test Security Policies were violated. You may also encounter a mandatory wait period before your next exam attempt.
You may register for your exam through ServiceNow University (SNU).
Thank you,
ServiceNow Test Security Team

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kennethlove
Tera Contributor

3 weeks ago

Hi @glideFather,

 

Tried to reply but not sure it posted. Hopefully this isn't posting twice. This exam was proctored online. I am noticing this is a common issue of online exams being rejected and stuck in a pending status. Hoping someone in this thread can assist in remedying or escalating. Thanks so much!

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