SNOW-CSA Reporting, SLA and Imports Practice Question
An SLA is defined with a condition of 'Priority is 1' and 'State is not Closed'. A task has Priority=1 and State=New. The SLA starts. Later the task is assigned and Priority is changed to 2, then back to 1. What happens to the SLA?
⚠ Common exam trap
Test-takers frequently assume SLAs pause and resume when conditions change, but ServiceNow stops and restarts a new SLA instance when the condition is re-met, which resets the timer.
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 SLA stops and a new SLA instance starts when priority returns to 1
When the priority changes from 1 to 2, the SLA condition 'Priority is 1' is no longer met, so the SLA stops. When priority returns to 1, a new SLA instance starts because the condition is re-evaluated from scratch; the SLA does not resume the previous timer. This is standard behavior for SLA definitions with conditions that are not based on a single continuous 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.
- ✗
The SLA pauses and resumes
Why it's wrong here
Pause/resume is for separate pause conditions, not for start/stop.
- ✓
The SLA stops and a new SLA instance starts when priority returns to 1
Why this is correct
SLA restarts when conditions are re-met.
- ✗
The SLA stops and resumes with the same elapsed time
Why it's wrong here
It restarts from scratch.
- ✗
The SLA continues running because it started when conditions were met
Why it's wrong here
SLA stops when conditions no longer met.
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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.