Urgent Escalation and Exam Reschedule Request – ServiceNow CSA Exam Case CS0620250

nikita23bco
Kilo Contributor

8 hours ago

Dear ServiceNow Certification Support Team,

I hope you are doing well.

I am writing to request an urgent review, escalation, and resolution of my ServiceNow CSA exam issue under Case Number CS0620250.

Candidate Name: Nikita Jain
Candidate ID: 98ADFEE7970E7214BCB0701E6253AF38
Registration ID: 537915291
Exam: ServiceNow Certified System Administrator (CSA)
Exam Date: 06 June 2026, 1:00 AM

 

During my exam session, I successfully completed all pre-exam requirements, including the system check and proctored verification process. However, immediately after the exam started, I experienced a technical issue where the camera preview/chat interface that is normally visible to the candidate was not functioning correctly. The camera preview remained blank, preventing me from confirming what was visible to the proctor.

Within approximately one minute of the exam beginning, the proctor requested that I perform a room scan and show the surroundings. I fully cooperated and attempted to follow all instructions provided. The proctor repeatedly requested that I show all four corners of my bed/room. Due to the missing camera preview, I was unable to determine whether the requested areas were properly visible on camera.

Throughout the interaction, I repeatedly informed the proctor that I could not see my camera preview and was experiencing a technical issue. Despite this, my concern was not addressed, and I was repeatedly instructed to perform the same actions. Shortly thereafter, my exam was terminated.

I subsequently received information from Pearson VUE indicating that the termination was based on an allegation that I was "leaning offscreen." This does not accurately reflect the circumstances of the session. Any movement away from my normal seated position occurred only because I was complying with the proctor's instructions to perform the room scan.

I have also requested clarification and supporting evidence regarding this determination from Pearson VUE. However, I have not been provided with any footage or specific details demonstrating a policy violation outside of the room scan process directed by the proctor.

As this issue arose due to circumstances beyond my control and appears to involve both a technical problem and a misunderstanding during the proctoring process, I respectfully request the following:

  1. An urgent review and escalation of Case CS0620250.

  2. A thorough review of the complete examination session and recording.

  3. Consideration of the technical issue involving the missing camera preview.

  4. Approval of a rescheduled CSA examination attempt at the earliest possible date.

  5. Confirmation that this incident will not negatively affect my certification eligibility.

This certification is time-sensitive for me, and I have an important submission deadline approaching. Therefore, I would greatly appreciate expedited assistance and resolution of this matter.

I have always intended to comply fully with all examination requirements and cooperated with every instruction given during the exam. I respectfully request your support in ensuring a fair review of this incident and facilitating a prompt rescheduling of my examination.

Thank you for your time and consideration. I look forward to your response.

Sincerely,

Nikita Jain
Candidate ID: 98ADFEE7970E7214BCB0701E6253AF38
Registration ID: 537915291

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1 REPLY 1

Yaramala
Tera Expert

14m ago

Hello @nikita23bco 

 

For this type of CSA exam termination issue, the Community will not be able to validate the reason or review the proctoring evidence. This needs to be handled directly through ServiceNow Certification Support and Pearson VUE support.

Since you already have Case CS0620250, I would suggest updating the case with a clear timeline and asking them to review the full exam recording, proctor chat, and session logs.

Mention these points clearly:

  • You completed the system check and proctor verification.

  • The issue started after the exam launched.

  • The camera preview/chat interface was not working from your side.

  • You informed the proctor about the technical issue during the session.

  • Any movement away from the screen happened while following the proctor’s room scan instructions.

  • Pearson VUE later mentioned “leaning offscreen,” but you believe this was related to the instructed room scan and the camera preview issue.

Also, please raise or update the case with Pearson VUE support as well and keep both ServiceNow and Pearson case references linked.

I would also recommend not sharing Candidate ID, Registration ID, or other exam details publicly in the Community. Share those only inside the official support case.

The best request would be to ask for an official review and, if they confirm it was a technical/proctoring misunderstanding, request a rescheduled attempt without penalty.

Hope this gets resolved quickly.

Please mark this as Helpful if it helps.

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Thank you!

TejaswiniY

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