SNOW-CSA Reporting, SLA and Imports Practice Question
An SLA definition is configured to start when an incident's state changes to 'In Progress'. However, the SLA is not starting for incidents that are moved to 'In Progress'. The incident's assignment group is 'IT Support' and the SLA condition includes an additional filter: 'category = network'. What is the most likely cause?
⚠ Common exam trap
The trap here is that candidates often overlook the additional filter condition and assume the state change alone should start the SLA, ignoring that all conditions in the SLA definition must be satisfied simultaneously.
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
✓
The incident's category is not 'network'.
The SLA condition includes an additional filter requiring 'category = network'. If the incident's category is not set to 'network', the SLA will not start regardless of the state change to 'In Progress'. This is because SLA conditions in ServiceNow are evaluated as a whole; all conditions must be met for the SLA to begin.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The SLA schedule is set to 24x7 but the incident was created outside business hours.
Why it's wrong here
The schedule affects elapsed time counting, not the start condition.
- ✗
The SLA definition has a pause condition that triggers on state change.
Why it's wrong here
A pause condition halts an active SLA, it does not prevent starting.
- ✓
The incident's category is not 'network'.
Why this is correct
The SLA condition includes 'category = network', so if the incident's category is different, the SLA will not start.
- ✗
The SLA definition is on the 'task' table instead of 'incident'.
Why it's wrong here
'task' is the parent table, so SLA on 'task' applies to incidents.
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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.