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

nikita23bco · 7 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:

An urgent review and escalation of Case CS0620250.
A thorough review of the complete examination session and recording.
Consideration of the technical issue involving the missing camera preview.
Approval of a rescheduled CSA examination attempt at the earliest possible date.
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