Pause and resume the timing on a work order SLA from the work order.
Role required: wm_admin, wm_initiator, wm_qualifier, wm_dispatcher, or a combination
This is useful if a qualifier or dispatcher is waiting for information from the
caller or for other actions to take place before continuing the work order.
Note: Initiators cannot view the SLAs attached to the work orders they
suspend or resume.
Navigate to a work order with an SLA using the path visible to your role:
Select an active work order.
On the work order record, add a work note explaining why the work order is
The system sets the Stage of the SLA to
Click Resume to restart the SLA.
The system resets the SLA to its previous stage.