Suspend and resume an HR case

You can suspend an HR case if you are unable to close the case within the duration specified in the service level agreement (SLA).

Before you begin

Role required: hr_basic or hr_case_writer

About this task

For example, you may need to contact a vendor, such as the insurance administrator or payroll processing company, to obtain the information needed to close the case. After beginning work on the case, you can suspend it until the information is received. This way the HR case does not show that the SLA is breached. When the information is received, you enter it into the case and resume SLA tracking.

Procedure

  1. Open the HR case to suspend.
    You must begin work on the case before you can suspend it.
  2. Click Suspend.
    The Suspend Reason pop-up window opens.
  3. Select one of the following suspension reasons and enter the information you are waiting for.
    • User: If you need more information from the employee before proceeding.
    • Company: If you are waiting for a reply from a vendor or other outside company.
    • Document: If the employee needs to attach documentation to the HR case.
    • Group: If you are waiting for a reply from an internal group.
    • Other: If you suspend the case for any other reason.
    For example, if you are waiting for the health insurance administrator to investigate an employee claim, select Company for the reason and enter Results of investigation or something similar.
  4. Click Suspend.
    The SLA stops progressing and the suspension notes appear in the activity stream as work notes. You can continue to add work notes to a suspended case.
  5. To resume a suspended HR case, open the case and click Resume.
    The SLA progress is resumed.