This SNOW-CSA practice question tests your understanding of self-service and automation. Match the stated requirement to the specific cloud service, access model, or configuration option — many options are valid in isolation but not for this scenario. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Which feature should be used to allow users to track the status of their service catalog requests via the self-service portal?
My Requests module
This module shows the user's submitted requests and their status.
My Items module
Why wrong: Not a standard module; 'My Requests' is the correct name.
Service Catalog module
Why wrong: The catalog module is for browsing and submitting, not for tracking.
Requested Items related list
Why wrong: This is available on the user record, but not as a standalone portal module.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
My Requests module
The My Requests module in ServiceNow provides users with a dedicated view to track the status, stage, and approval progress of their service catalog requests. It displays all requests submitted by the user, including those from both the service catalog and other request sources, and allows them to see real-time updates without needing ITIL roles or elevated permissions.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
My Requests module
Why this is correct
This module shows the user's submitted requests and their status.
Related concept
Read the scenario before looking for a memorised answer.
My Items module
Why it's wrong here
Not a standard module; 'My Requests' is the correct name.
Service Catalog module
Why it's wrong here
The catalog module is for browsing and submitting, not for tracking.
Requested Items related list
Why it's wrong here
This is available on the user record, but not as a standalone portal module.
Common exam traps
The trap here is that candidates confuse the My Requests module (which tracks the overall request lifecycle) with the My Items module (which tracks provisioned items), or they mistakenly think the Service Catalog module itself provides tracking capabilities.
Detailed technical explanation
The My Requests module leverages the sc_request table (Request [sc_request]) and its related sc_req_item (Requested Item) records to present a consolidated view. Under the hood, it uses a condition filter of 'opened_by=javascript:gs.getUserID()' to ensure only the current user's requests are shown. In a real-world scenario, if a user submits a request for a laptop and software, the My Requests module will show the parent request status (e.g., 'Open', 'Work in Progress', 'Closed Complete'), while the My Items module would show each individual item's fulfillment status.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A practitioner preparing for the SNOW-CSA exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
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FAQ
Self-Service and Automation — This question tests Self-Service and Automation — Read the scenario before looking for a memorised answer..
The correct answer is: My Requests module — The My Requests module in ServiceNow provides users with a dedicated view to track the status, stage, and approval progress of their service catalog requests. It displays all requests submitted by the user, including those from both the service catalog and other request sources, and allows them to see real-time updates without needing ITIL roles or elevated permissions.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 24, 2026
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.
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