Suspend and resume SLA timing from a work order

---
title: Suspend and resume SLA timing from a work order
description: Pause and resume the timing on a work order SLA from the work order.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/work-order-management/t\_SpndRsmSLATimingWO.html
release: australia
product: Work Order Management
classification: work-order-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [SLAs, Templates, Work orders, Set up work orders and tasks, Configure, Field Service Management]
---

# 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**
2.  Select an active work order.

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

4.  Select **Suspend**.

    \[Omitted image "suspend-order.png"\] Alt text: suspend work order button

    The system sets the **Stage** of the SLA to **Paused**.

5.  Select **Resume** to restart the SLA.

    The system resets the SLA to its previous stage.