SNOW-CSA Reporting, SLA and Imports Practice Question
A large enterprise uses ServiceNow for IT Service Management. They have recently configured SLA definitions for incident management with a 4-hour resolution time during business hours (Monday-Friday, 8 AM to 6 PM, excluding holidays). The SLA is triggered when an incident is created with priority=2 and assigned to the 'Hardware Support' group. After one week, the IT manager notices that some priority=2 incidents assigned to 'Hardware Support' are not showing any SLA timer. Upon investigation, you find that the incidents were created on weekends and the SLA condition includes 'Assigned to group is Hardware Support'. The SLA definition has 'Start condition' set to 'State changes to In Progress' and 'Pause condition' set to 'State changes to On Hold'. The incidents were created with state 'New' and then assigned to the group, but they remain in 'New' state. How should you fix the issue so that the SLA starts correctly?
⚠ Common exam trap
The trap here is that candidates focus on the pause condition or schedule, missing that the SLA never starts because the start condition is tied to a state change that never occurs.
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
✓
Change the start condition to trigger on incident creation or when assigned to group
The SLA start condition is currently set to 'State changes to In Progress', but the incidents remain in 'New' state after being assigned to the group. Since the SLA is not starting, you need to change the start condition to trigger on incident creation or when assigned to the group, ensuring the SLA timer begins even if the state does not change to In Progress.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Remove the pause condition so the SLA continues even when on hold
Why it's wrong here
The pause condition is not the cause; the SLA never started.
- ✓
Change the start condition to trigger on incident creation or when assigned to group
Why this is correct
The SLA should start when the incident meets the criteria, regardless of state.
- ✗
Update the condition to include 'Assigned to group is Hardware Support AND Priority is 2'
Why it's wrong here
The condition already includes those; the issue is the start trigger.
- ✗
Modify the SLA schedule to include weekends
Why it's wrong here
The schedule is not the issue; the SLA never started due to the start condition.
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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.