SNOW-CSA Reporting, SLA and Imports Practice Question
Which TWO conditions must be true for an SLA to start tracking on an incident? (Choose two.)
⚠ Common exam trap
Many exam-takers confuse the 'Active' flag with the 'Start condition' or assume that an incident must be in a specific state like 'New' for an SLA to begin, when in fact the condition is fully customizable.
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 definition is set to Active
An SLA definition must be set to 'Active' for it to start tracking on an incident. Only active SLA definitions are evaluated and applied to records; inactive definitions are ignored by the system. This ensures that only intended and configured SLAs are enforced.
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 definition is set to Active
Why this is correct
An inactive SLA definition will not start tracking.
- ✗
The incident is assigned to a group
Why it's wrong here
Assignment is not a requirement for SLA start.
- ✗
The incident is in a state of 'New'
Why it's wrong here
State is part of the condition; it is not a separate requirement.
- ✓
The incident meets the SLA condition defined on the definition
Why this is correct
The condition must be satisfied for the SLA to start.
- ✗
The SLA definition has a business schedule attached
Why it's wrong here
Schedules affect timing but not starting.
Go deeper
Related to this question
About these practice questions
One of 504 original SNOW-CSA practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
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.