SNOW-CSA Reporting, SLA and Imports Practice Question
A company uses Service Operations Workspace to manage incidents. They have configured an SLA definition for 'Resolution' with a stop condition when the incident state is 'Resolved'. However, the SLA is not stopping when the incident is resolved. The administrator checks the SLA log and sees that the SLA is still running. The SLA definition is active and attached to a specific SLA definition record. The administrator notices that the incident state is indeed set to 'Resolved', and the SLA timeline is set to 24x7. What should the administrator do to fix the issue?
⚠ Common exam trap
A common mix-up: candidates assume a simple checkbox or field like 'Stop on Resolution' exists, or that changing the timeline will fix the issue, when in reality the stop condition is a script that must be correctly configured.
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
✓
Review and correct the stop condition in the SLA definition to properly reference the incident state field.
The SLA stop condition is a condition script that must evaluate to true for the SLA to stop. If the stop condition does not correctly reference the incident state field (e.g., using 'state' instead of 'incident_state' or a wrong value), the SLA will continue running even when the incident is resolved. The administrator must review and correct the stop condition script to ensure it properly checks for the 'Resolved' state.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Ensure the SLA definition's timeline is set to '24x7'.
Why it's wrong here
The timeline affects when the SLA is active, not the stop condition.
- ✗
Create a business rule to stop the SLA when the incident resolves.
Why it's wrong here
The SLA engine is designed to handle stop conditions automatically; a business rule is not needed.
- ✓
Review and correct the stop condition in the SLA definition to properly reference the incident state field.
Why this is correct
The stop condition must be syntactically correct and reference the correct field (e.g., state == 3).
- ✗
Set the SLA definition's 'Stop on Resolution' field to true.
Why it's wrong here
There is no such field; SLA stop behavior is controlled by the condition.
Visual reference
Go deeper
Related to this question
About these practice questions
This SNOW-CSA question is part of Courseiva's 504-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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.