This SNOW-CSA practice question tests your understanding of reporting, sla and imports. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Exhibit
Refer to the exhibit.
```
if (current.state == 2) {
return true;
} else {
return false;
}
```
The SLA condition script above is used in an SLA definition. Standard incident states are: 1=New, 2=In Progress, 3=On Hold, 6=Resolved, 7=Closed. What is the effect of this condition?
Exhibit
Refer to the exhibit.
```
if (current.state == 2) {
return true;
} else {
return false;
}
```
A
The SLA does not start for any state
Why wrong: The SLA does not start for any state. This is incorrect because the condition script returns true for states not in the standard list, so the SLA does start for some states, such as a custom 'Active' state.
B
The SLA starts when the incident state is 'Active'
The SLA starts when the incident state is 'Active'. This is correct because the condition script excludes standard numeric states (1,2,3,6,7), so it returns true for non-standard states like a custom 'Active' state, allowing the SLA to start.
C
The SLA starts when the incident state is 'In Progress'
Why wrong: The SLA starts when the incident state is 'In Progress'. This is incorrect because 'In Progress' has a state value of 2, which is explicitly excluded by the condition script (it checks if state is not 1,2,3,6,7), so the SLA would not start for 'In Progress'.
D
The SLA starts when the incident state is 'New'
Why wrong: The SLA starts when the incident state is 'New'. This is incorrect because 'New' has a state value of 1, which is excluded by the condition script, so the SLA would not start for 'New'.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
The SLA starts when the incident state is 'Active'
The condition script evaluates the incident state and returns true when the state is not 1 (New), 2 (In Progress), 3 (On Hold), 6 (Resolved), or 7 (Closed). Since the standard states are numeric, any state value that does not match these numbers—such as a custom state labeled 'Active' with a value like 4 or 5—will cause the script to return true, starting the SLA. This is why option B is correct: the SLA starts when the incident state is 'Active', assuming 'Active' is a custom state not in the standard list.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
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 does not start for any state
Why it's wrong here
The SLA does not start for any state. This is incorrect because the condition script returns true for states not in the standard list, so the SLA does start for some states, such as a custom 'Active' state.
✓
The SLA starts when the incident state is 'Active'
Why this is correct
The SLA starts when the incident state is 'Active'. This is correct because the condition script excludes standard numeric states (1,2,3,6,7), so it returns true for non-standard states like a custom 'Active' state, allowing the SLA to start.
Related concept
Read the scenario before looking for a memorised answer.
✗
The SLA starts when the incident state is 'In Progress'
Why it's wrong here
The SLA starts when the incident state is 'In Progress'. This is incorrect because 'In Progress' has a state value of 2, which is explicitly excluded by the condition script (it checks if state is not 1,2,3,6,7), so the SLA would not start for 'In Progress'.
✗
The SLA starts when the incident state is 'New'
Why it's wrong here
The SLA starts when the incident state is 'New'. This is incorrect because 'New' has a state value of 1, which is excluded by the condition script, so the SLA would not start for 'New'.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates assume the SLA starts on the first standard state (New) or on 'In Progress', but the condition explicitly excludes those values, so the SLA only starts for non-standard states—often a custom 'Active' state that is not listed in the standard incident state values.
Detailed technical explanation
How to think about this question
Under the hood, the SLA condition script runs as a GlideRecord query filter; it uses the current state field (e.g., 'state') and compares it against hardcoded integer values. A common subtlety is that custom states added to the incident state choice list (e.g., 'Active' with value 4) are not in the exclusion list, so they trigger SLA start. In real-world scenarios, this pattern is used to delay SLA start until a human assigns the record to a specific custom state, ensuring the clock doesn't run during triage or initial creation.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the SNOW-CSA exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
Visual reference
What to study next
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Reporting, SLA and Imports — This question tests Reporting, SLA and Imports — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: The SLA starts when the incident state is 'Active' — The condition script evaluates the incident state and returns true when the state is not 1 (New), 2 (In Progress), 3 (On Hold), 6 (Resolved), or 7 (Closed). Since the standard states are numeric, any state value that does not match these numbers—such as a custom state labeled 'Active' with a value like 4 or 5—will cause the script to return true, starting the SLA. This is why option B is correct: the SLA starts when the incident state is 'Active', assuming 'Active' is a custom state not in the standard list.
What should I do if I get this SNOW-CSA question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
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These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. Which TWO are true about Service Level Agreements (SLAs) in ServiceNow?
medium
✓ A.A Business Rule can be used to pause or cancel an SLA.
✓ B.SLA definitions can specify a start condition based on a record field value.
C.SLAs are defined per user to track individual performance.
D.SLAs can only be created for the Incident table.
E.Once an SLA is breached, it is automatically deleted from the system.
Why A: Option A is correct because Business Rules in ServiceNow can be configured to pause or cancel an SLA based on specific conditions, such as changes in state or assignment. This is achieved by writing a Business Rule that triggers on the appropriate table (e.g., task) and uses the `stopSLA()` or `pauseSLA()` methods on the SLA record. This allows administrators to automate SLA lifecycle management without manual intervention.
Variation 2. An SLA is defined with a condition 'Active = true' but some incidents that are active are not triggering the SLA. What is the most likely cause?
medium
A.The incidents have a state of 'Closed' and are no longer active
✓ B.The SLA definition is not set to active
C.The SLA condition needs to also check that the incident state is not 'Closed'
D.The incidents are assigned to a group that does not have the SLA
Why B: The most likely cause is that the SLA definition itself is not set to active. In ServiceNow, an SLA definition must be active for it to be evaluated and triggered. Even if the condition 'Active = true' is met, if the SLA definition is inactive, it will not start for any incident. Option A is incorrect because the stem explicitly states that the incidents are active, so their state cannot be closed. Option C is incorrect because the condition already checks for active state. Option D is irrelevant because group assignment does not affect whether the SLA starts if the definition is inactive.
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Question Discussion
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