SNOW-CSA Application Rules, ACL and Notifications Practice Question
A ServiceNow administrator is troubleshooting a notification issue. The company has a 'Customer Satisfaction Survey' notification that is supposed to send an email to the 'caller' of an incident when the incident state changes to 'Resolved' (state=6). The notification is configured with table 'incident', condition 'state changes to 6', and recipient 'caller'. However, the email is not being sent. The administrator checks the system log and finds no errors. The notification has an advanced script that checks if the 'caller' has a valid email address. The script is: if (current.caller_id.email == '') { return false; }. The administrator confirms that the caller's email field is populated. What is the most likely reason the notification is not sending?
⚠ Common exam trap
Candidates often forget that a notification advanced script must explicitly return true to allow sending. Omitting the return (or only returning on error) silently blocks the notification, a subtle mistake that can be hard to spot.
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 advanced script should be removed because it is blocking valid emails.
The advanced script in the notification must explicitly return true to send the email. If no value is returned, the notification is suppressed. The script only returns false when the email is an empty string; otherwise it falls through without returning a value, which blocks the notification even when the caller has a valid email. Removing the script eliminates this blockage and allows the notification to send as intended. The condition 'state changes to 6' correctly triggers on transition to Resolved, and the recipient field 'caller' is properly configured. The other options suggest changes that would not fix the real issue.
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 advanced script should be removed because it is blocking valid emails.
Why this is correct
Correct. The script lacks an explicit return true, so it blocks all notifications.
- ✗
The notification condition should be 'state is 6' rather than 'state changes to 6'.
Why it's wrong here
Incorrect. 'State changes to 6' is the correct condition for a transition; 'state is 6' would fire on every update where the state is 6, not only on change.
- ✗
The script should check for null instead of empty string.
Why it's wrong here
Incorrect. The script's problem is not null vs. empty string – the email is populated, and the script would still fail due to the missing return true.
- ✗
The recipient field should use the email field directly instead of the reference 'caller'.
Why it's wrong here
Incorrect. Using the reference 'caller' is correct; specifying an email field directly is unnecessary and would not fix the missing return statement.
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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.