Pausing the SLA Clock
The Pause feature allows you to suspend the SLA clock for as long as you select. This can be used when the SLA commitment cannot be met due to unforeseen circumstances not caused by internal factors, and when the customer is in agreement with the delay.
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If your ServiceMax admin has disabled the ability for you to pause the clock, the Pause and Resume buttons will be disabled.
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To pause the SLA clock, click Pause. A popup screen is displayed as shown in the following screenshot.
In the above screen:
• Select a reason for pausing the clock. The reasons listed are fully configurable. Contact your ServiceMax admin if the relevant reasons are not listed.
• Click Pause to pause the SLA Clock. The popup screen closes and the Case screen refreshes to show the paused clock. Note that all active SLA clocks on the Case are paused.
• To cancel without pausing the clock, click Cancel.