CIS-ITSM Incident Management Practice Question
A user reports that they cannot see the 'Create Problem' UI Action on the Incident form. What is the most likely cause?
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
✓
The UI Action Condition field evaluates to false.
UI Actions have a 'Condition' field that controls visibility. If the state is not 'New' or 'In Progress', the button may be hidden.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The user lacks the 'problem_admin' role.
Why it's wrong here
The 'itil' role is generally sufficient to create problems.
- ✗
The Incident is already linked to a Problem.
Why it's wrong here
The button is usually still visible even if already linked.
- ✗
The UI Action is disabled in the UI Action Properties.
Why it's wrong here
There is no global 'UI Action Properties' module that disables individual buttons.
- ✓
The UI Action Condition field evaluates to false.
Why this is correct
The 'Create Problem' button is conditional based on state and role.
About these practice questions
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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 ServiceNow exam blueprint
This CIS-ITSM practice question is part of Courseiva's free ServiceNow 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 CIS-ITSM exam.