SNOW-CSA Reporting, SLA and Imports Practice Question
Exhibit
{
"name": "Critical Incident SLA",
"table": "incident",
"start_condition": {
"condition": "priority=1"
},
"stop_condition": {
"condition": "state=6"
}
}Refer to the exhibit. A ServiceNow administrator has created an SLA definition for critical incidents. Which TWO statements accurately describe the behavior of this SLA?
⚠ Common exam trap
ServiceNow often tests the misconception that an SLA automatically pauses on hold or resets on priority escalation, but in ServiceNow, these behaviors require explicit conditions to be configured in the SLA definition.
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 will start when an incident with priority 1 is created.
The SLA definition is configured to start when an incident is created with priority 1, as indicated by the 'Start condition' set to 'Priority is 1' and 'Start type' set to 'Created'. Option E is correct because the 'Stop condition' is set to 'State is 6 (Resolved)', which means the SLA timer will stop once the incident reaches the Resolved 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 will reset if the incident priority changes to a higher value.
Why it's wrong here
There is no reset condition defined in the SLA definition.
- ✓
The SLA will start when an incident with priority 1 is created.
Why this is correct
The start condition is 'priority=1'. Correct.
- ✗
The SLA will pause when the incident is placed on hold (state=3).
Why it's wrong here
There is no pause condition defined in the SLA definition.
- ✗
The SLA applies to incidents with priority 1 and priority 2.
Why it's wrong here
The start condition only includes priority=1, not priority=2.
- ✓
The SLA will stop when the incident state is set to 6 (Resolved).
Why this is correct
The stop condition is 'state=6'. Correct.
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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.