Pause and resume the timing on a work order SLA from a work order task.
Role required: wm_admin, wm_qualifier, wm_dispatcher, wm_agent, or a combination
This is particularly useful for agents because it enables them to suspend the timing
on the parent work order if they are waiting for information or for others to
Navigate to a work order task with an SLA using the path visible to your
Select an active work order task.
Add a work note explaining why you are suspending the work order.
Under Related Links, click Suspend Work
The system sets the Stage of the SLA to
Click Resume Work Order to restart the SLA.
The system resets the SLA to its previous stage.