SNOW-CSA Reporting, SLA and Imports Practice Question
Exhibit
Condition: state = 2 AND category = 'network' AND assignment_group IS NOT EMPTY AND NOT caller_id = javascript:gs.getUserID()
Refer to the exhibit. An SLA definition has the condition shown. An incident is created with state=2, category='network', assignment_group=null, and caller_id=user1. Will the SLA start?
⚠ Common exam trap
ServiceNow often tests the misconception that an SLA can start if most conditions are met, but the platform requires all conditions to be satisfied exactly as defined, including non-null values for required fields.
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
✓
No, because the assignment_group is empty.
The SLA definition includes a condition that requires assignment_group to be populated. Since the incident has assignment_group=null, the condition is not fully met, and the SLA will not start. SLAs in ServiceNow only start when all conditions in the definition are satisfied; a null value for a required field causes the condition to fail.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
No, because the assignment_group is empty.
Why this is correct
The condition requires a non-empty assignment group.
- ✗
No, because the caller_id condition is not met.
Why it's wrong here
caller_id is user1, and the condition excludes the caller, so it is met.
- ✗
No, because the category does not match.
Why it's wrong here
Category is 'network', which matches the condition.
- ✗
Yes, because the condition is partially met.
Why it's wrong here
All conditions must be met for the SLA to start.
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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.