CIS-CSM Service Level Agreements Practice Question
An implementation specialist needs to ensure that when a Customer Service Case is reopened, any previously breached SLA is ignored and a new SLA instance is generated. Which SLA engine property or setting controls this behavior?
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
✓
Define a custom SLA Reset Rule associated with the SLA Definition
The Retroactive start and Replay features, along with legacy properties like com.snc.sla.retroactive.complex, dictate how task SLAs react to state changes and reopening.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Configure SLA Workflow Retroactive Pause parameters
Why it's wrong here
Retroactive pause handles time adjustments during pause periods rather than case reopening mechanics.
- ✗
Set the Retroactive start checkbox on the SLA definition and define appropriate reset conditions
Why it's wrong here
Retroactive start calculates the elapsed time from a past date, but does not inherently govern the creation of a brand new instance upon reopening without reset rules.
- ✓
Define a custom SLA Reset Rule associated with the SLA Definition
Why this is correct
SLA Reset Rules allow administrators to specify when active or completed SLAs should be cancelled and recreated when a task record undergoes specific state changes, such as reopening.
- ✗
Modify the 'com.snc.sla.engine.version' system property to legacy mode
Why it's wrong here
Changing engine versions is not a recommended troubleshooting step for controlling SLA lifecycle rules on reopening.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
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