CSA System Maintenance and Support 3 — Questions and Answers
Question 1: An administrator needs to temporarily disable all notifications for a major maintenance window. What is the fastest way to achieve this in ServiceNow?
- Delete all notification records
- Set the 'Send when' condition to false on each notification
- Disable the Email Sending property in System Properties (Correct answer)
- Deactivate every user account temporarily
Correct answer: Disable the Email Sending property in System Properties
Setting the 'glide.email.send' property to false in System Properties globally suppresses all outbound email notifications instantly.
Question 2: A support team reports that their assignment group is not receiving SLA breach notifications. After checking the notification, the administrator finds it is active. What should be checked next?
- Whether the SLA table has records
- The notification's condition filter and user subscription settings (Correct answer)
- The number of licenses available
- Whether the group has a manager assigned
Correct answer: The notification's condition filter and user subscription settings
If a notification is active but not sending, the condition filter may be excluding the relevant records or users may not meet subscription criteria.
Question 3: Which log file in ServiceNow should an administrator review to identify JavaScript errors occurring in server-side scripts?
- sys_log_email
- sys_log (Correct answer)
- syslog_transaction
- sys_script_error
Correct answer: sys_log
The sys_log table captures system-level errors, warnings, and info messages including server-side JavaScript exceptions.
Question 4: An administrator discovers that a Scheduled Job failed silently last night. Where can they find the execution history and any error output?
- System Logs > All
- Scheduled Jobs > Last Run
- System Scheduler > Scheduled Job Logs (Correct answer)
- Flow Designer > Executions
Correct answer: System Scheduler > Scheduled Job Logs
The System Scheduler section includes a log of scheduled job executions, including status, start/end times, and any error output.
Question 5: What does the 'Revert to Out-of-Box' option do when resolving an upgrade conflict?
- Rolls back the entire upgrade
- Replaces the customized version with the vendor's latest version (Correct answer)
- Archives the current version and keeps the customization
- Creates a new record alongside the existing one
Correct answer: Replaces the customized version with the vendor's latest version
Reverting to out-of-box replaces the administrator's customization with the vendor's upgraded version, discarding local changes.
Question 6: A ServiceNow instance is experiencing high memory usage. Which diagnostic tool provides real-time performance metrics including memory and thread usage?
- Stats.do (Correct answer)
- Performance Analytics
- Instance Scan
- Session Management
Correct answer: Stats.do
The stats.do page provides real-time JVM statistics including memory heap usage, thread counts, and active transaction data.
Question 7: When cloning a ServiceNow instance, which data is typically EXCLUDED from the clone by default to protect sensitive information?
- Incident records
- User credentials and MID Server configurations (Correct answer)
- Knowledge base articles
- Change request records
Correct answer: User credentials and MID Server configurations
Instance clones typically exclude user passwords and MID Server credentials by default to prevent security breaches in non-production environments.
CSA System Maintenance and Support 3
An administrator needs to temporarily disable all notifications for a major maintenance window.
What is the fastest way to achieve this in ServiceNow?