SNOW-CSA Reporting, SLA and Imports Practice Question
An SLA is defined for incident resolution with a 4-hour breach timer. The SLA should not count time when the incident is in 'Awaiting Customer' status. The administrator has configured a pause condition on the SLA definition. However, when the state changes to 'Awaiting Customer', the SLA timer continues to run. The administrator wants to troubleshoot the issue. What should the administrator check first?
⚠ Common exam trap
Test-takers frequently confuse the SLA schedule's 'Pause' field (which handles calendar-based pauses) with the SLA definition's pause condition (which handles state-based pauses), leading them to incorrectly select option D.
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
✓
Verify the SLA pause condition script or condition.
The pause condition on the SLA definition is the primary mechanism that stops the breach timer when the incident enters a specific state, such as 'Awaiting Customer'. If the timer continues to run despite the state change, the most likely cause is that the pause condition script or condition is incorrectly configured, not evaluating to true, or missing entirely. The administrator should first verify this condition before investigating other potential issues.
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 business rule that triggers SLA recalculation is active.
Why it's wrong here
Recalculation triggers are important but if the pause condition never fired, recalculation won't help.
- ✗
Check the SLA metric timeline.
Why it's wrong here
The timeline shows historical timer data but does not reveal the cause of the pause malfunction.
- ✓
Verify the SLA pause condition script or condition.
Why this is correct
The pause condition specifies when the timer should stop; an incorrect or missing condition is the most likely cause.
- ✗
Check the SLA schedule for the 'Pause' field.
Why it's wrong here
SLA schedules define business hours, not pause conditions; they do not have a 'Pause' field.
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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.