If you are unable to close the HR case within the duration specified in the service
level agreement (SLA), you can suspend the case.
Role required: sn_hr_core.basic or sn_hr_core.case_writer
For example, to contact a vendor, such as the insurance administrator or payroll
processing company, to obtain the required information 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.
Open the HR case to suspend.
Begin work on the case before suspending it.
From the State field, click and select
The Suspend Reason pop-up window
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.
- Group: If you are waiting for a reply from an
- Other: If you suspend the case for any other
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
In the Work Note field, enter information about why the
case is suspended.
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
To resume a suspended HR case, open the case and click
The SLA progress is resumed.