SNOW-CSA Application Rules, ACL and Notifications Practice Question
An administrator creates a notification for the 'incident' table to send an email when the state changes to 'resolved'. The notification works for most users, but some users report not receiving the email. What is the most likely cause?
⚠ Common exam trap
It's easy for candidates to assume the issue is a global configuration error (like inactive notification or missing template) rather than recognizing that user-level preferences can selectively block notifications for some users while others receive them.
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 users have set their 'Notification' preference to 'Do not send' for that type.
The most likely cause is that the users have configured their personal Notification preference to 'Do not send' for that notification type. In ServiceNow, users can override system-level notification settings by setting their preference to suppress specific notification types, which would prevent the email from being sent even though the notification is active and properly configured.
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 weight is set too high.
Why it's wrong here
Weight affects order, not delivery.
- ✗
The notification is not set to 'Active'.
Why it's wrong here
If it works for most, it is active.
- ✗
The notification does not have an email template selected.
Why it's wrong here
Templates are optional.
- ✓
The users have set their 'Notification' preference to 'Do not send' for that type.
Why this is correct
Individual user preferences can suppress emails.
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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.