SNOW-CSA Reporting, SLA and Imports Practice Question
An SLA is paused due to a pause condition. The administrator wants to permanently stop tracking SLA for a specific incident. What should be done?
⚠ Common exam trap
Candidates often confuse 'pausing' an SLA with 'cancelling' it, or think that modifying the SLA definition or deleting the record is the correct way to stop tracking for a single incident.
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
✓
Set the SLA state to 'Cancelled' on the indicator.
Setting the SLA state to 'Cancelled' on the indicator permanently stops tracking for that specific incident without affecting other incidents or the SLA definition. This action marks the SLA as no longer applicable, and the system will not continue to calculate or update the SLA for that record.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Set the SLA state to 'Cancelled' on the indicator.
Why this is correct
Cancelling stops tracking for that specific incident.
- ✗
Remove the incident from the SLA definition condition.
Why it's wrong here
Condition changes affect future evaluations, not currently running SLAs.
- ✗
Set the SLA definition to inactive.
Why it's wrong here
This stops all SLA instances for that definition, not just one incident.
- ✗
Delete the SLA record from the SLA table.
Why it's wrong here
Deleting removes tracking but is not the standard way to stop.
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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.