SNOW-CSA Application Rules, ACL and Notifications Practice Question
A notification is configured to send an email when an incident is assigned to a user. However, users are receiving duplicate emails. Which of the following is the most likely cause?
⚠ Common exam trap
ServiceNow often tests the misconception that duplicate emails are caused by multiple conditions or business rules, but the real trap is that selecting multiple recipient types in 'Who will receive' can cause the same user to receive the notification multiple times.
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 notification has 'Who will receive' set to both 'Assigned user' and 'User in group'.
When 'Who will receive' is set to both 'Assigned user' and 'User in group', the notification can be sent to the same user twice if that user is both the assigned user and a member of the group. This is a common cause of duplicate emails in ServiceNow notifications, as the system evaluates each recipient list independently and sends separate emails.
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 notification is triggered by a business rule that runs on after update.
Why it's wrong here
This is standard and usually does not cause duplicates.
- ✓
The notification has 'Who will receive' set to both 'Assigned user' and 'User in group'.
Why this is correct
If both recipients are the same user (e.g., user is in the group and is the assigned user), they receive two emails.
- ✗
The notification has two separate conditions that both evaluate to true.
Why it's wrong here
Duplicate conditions can cause multiple sends, but typically a notification has one condition.
- ✗
The notification is set to 'Send for each record' and the record is being updated multiple times.
Why it's wrong here
This would send multiple emails on each update, not necessarily duplicates on the same update.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This SNOW-CSA 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 SNOW-CSA exam.