SNOW-CSA Self-Service and Automation Practice Question
A user reports that when they submit a catalog item from the Service Portal, they do not receive an email notification confirming the request. The notification is configured on the Request table. What is the likely issue?
⚠ Common exam trap
Test-takers frequently assume a notification configured on the Request table will always fire for all requests, overlooking the per-catalog-item activation setting that can disable it for specific items.
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 is not active for the specific catalog item
Notifications in ServiceNow are evaluated against the table they are configured on, but they also require the 'Active' checkbox to be enabled for the specific catalog item. If the notification is not active for that catalog item, it will not trigger when the request is submitted, even if the notification is configured on the Request table. The user's report indicates the notification exists but is not firing, pointing to a per-item activation 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 notification is set to 'Send me a copy' only
Why it's wrong here
This setting controls the user's own copy, not the automatic receipt.
- ✗
The user does not have the 'Receive email' role
Why it's wrong here
This role is typically granted to all users by default.
- ✗
The notification lacks a condition
Why it's wrong here
The notification likely has a condition like 'Active=true' which should be satisfied.
- ✓
The notification is not active for the specific catalog item
Why this is correct
Each catalog item has a 'Send email receipt' checkbox that must be checked for the notification to be sent.
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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.