SNOW-CSA Reporting, SLA and Imports Practice Question
This SNOW-CSA practice question tests your understanding of reporting, sla and imports. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. 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.
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?
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.
Option C is correct because 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.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
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).
Related concept
Read the scenario before looking for a memorised answer.
✗
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.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates may 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.
Detailed technical explanation
How to think about this question
SLA definitions in ServiceNow use a condition script (typically written in GlideRecord or JavaScript) to determine when to stop the SLA timer. The script must explicitly reference the correct field and value, e.g., `current.state == 3` for 'Resolved' on the Incident table. If the script uses a different field name or value, the SLA will not stop. Additionally, the SLA timeline (e.g., 24x7) only affects when the clock runs, not the stop condition logic.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
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
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Reporting, SLA and Imports — This question tests Reporting, SLA and Imports — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Review and correct the stop condition in the SLA definition to properly reference the incident state field. — Option C is correct because 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.
What should I do if I get this SNOW-CSA question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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