SNOW-CSA Reporting, SLA and Imports Practice Question
An SLA is defined with a condition that triggers only when a field 'priority' is 1 or 2. However, some tickets with priority 1 are not getting SLA attached. What should the administrator check first?
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Correct answer & explanation
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Check the SLA definition condition.
The SLA definition condition determines when the SLA starts. Since the condition should trigger for priority 1 or 2, but some priority 1 tickets are not attaching, the first step is to verify the condition is correctly configured and not missing any additional conditions that might prevent attachment.
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- ✓
Check the SLA definition condition.
Why this is correct
The condition on the SLA definition determines when the SLA starts; if it's not evaluating to true for tickets with priority 1, the SLA won't attach.
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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.