312-39 Incident Response Practice Question
While using ServiceNow Security Incident Response (SIR), you need to escalate a ticket. What is the standard process to ensure the security manager receives notification?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Update the Work notes with an @mention to the manager
Updating the 'Assigned to' or 'Assignment group' fields while using the 'Work notes' to trigger a business rule notification is the standard workflow.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Update the Work notes with an @mention to the manager
Why this is correct
Using @mentions within the work notes notifies the relevant stakeholders via the platform.
- ✗
Delete the ticket and create a new one
Why it's wrong here
Deleting tickets disrupts the audit trail.
- ✗
Manually email the manager with incident details
Why it's wrong here
This bypasses the formal ticketing workflow.
- ✗
Change the State to 'Closed'
Why it's wrong here
Closing prevents escalation.
About these practice questions
This 312-39 question is part of Courseiva's 201-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official EC-Council exam blueprint
This 312-39 practice question is part of Courseiva's free EC-Council certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 312-39 exam.