SNOW-CSA UI, Navigation and Forms Practice Question
A user reports that the 'My Tickets' module in the ITIL application does not show any records, even though the user has incidents assigned. 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 module's filter condition does not include the 'Assigned to' field for the current user
The 'My Tickets' module is a filtered list based on the Incident table, typically using a condition such as 'Assigned to = current user' to display only records assigned to the logged-in user. If this filter condition is missing or incorrectly configured, the module will show no results even when the user has assigned incidents. Option A is incorrect because 'Personalize' mode allows users to customize column layout, not hide records. Option B is incorrect because the module is a list filter, not a report; reports display aggregated data. Option D is incorrect because the module is accessible (it appears in the menu), so the user has the necessary 'incident_read' role; the issue is with the filter condition.
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 module is set to 'Personalize' mode
Why it's wrong here
Personalize affects layout, not data filtering.
- ✗
The module is configured as a report, not a list
Why it's wrong here
'My Tickets' is typically a list filter.
- ✓
The module's filter condition does not include the 'Assigned to' field for the current user
Why this is correct
Without proper condition, records may not appear.
- ✗
The user does not have the 'incident_read' role
Why it's wrong here
If user lacks role, they wouldn't see the module at all.
Go deeper
Related to this question
About these practice questions
Courseiva writes every SNOW-CSA question from scratch — 504 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
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.