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Suspend and resume SLA timing from a work order

Suspend and resume SLA timing from a work order

Pause and resume the timing on a work order SLA from the work order.

Before you begin

Role required: wm_admin, wm_initiator, wm_qualifier, wm_dispatcher, or a combination role

About this task

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.


  1. Navigate to a work order with an SLA using the path visible to your role:
    • Work Management > Dispatching > Work Order SLAs
    • Work Management > Awaiting Qualification
    • Work Management > Work Order > Draft Work Orders
  2. Select an active work order.
  3. On the work order record, add a work note explaining why the work order is suspended.
  4. Click Suspend.

    The system sets the Stage of the SLA to Paused.

  5. Click Resume to restart the SLA.

    The system resets the SLA to its previous stage.