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SLAs › Templates › Work orders › Set up work orders and tasks › Configure › Field Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

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 can’t view the SLAs attached to the work orders they suspend or resume.

Procedure

  1. Navigate to a work order with an SLA using the path visible to your role:

    • Field Service > Work Order > Work Order SLAs
    • Field Service > Work Order > Awaiting Qualification
    • Field Service > Work Order > Draft Work Orders
    • Select an active work order.

  2. On the work order record, add a work note explaining why the work order is suspended.

  3. Select Suspend.

Image omitted: suspend-order.png
suspend work order button
The system sets the **Stage** of the SLA to **Paused**.

  1. Select Resume to restart the SLA.

    The system resets the SLA to its previous stage.