Automatically Pause Record Milestones Based on Predefined Rules

Set rules to automatically pause an SLA milestone on cases, work orders, incidents, problems, and change requests when the defined conditions are met. This feature helps when an action is outside the service rep’s control. For example, admins can define rules to pause a milestone when the case status is “Waiting for Information.” The milestone timer stops during the pause and resumes when the conditions change. The target date is reevaluated when the milestone unpauses.

Required Editions

View supported editions.

User Permissions Needed
To create or edit milestones:	Manage Entitlements

Note

Rule-based Pause is available only with the Simplified SLA Setup experience.

1. From Setup, in the Quick Find box, enter and select SLA Policies.
2. Select the SLA policy for which you want to create a milestone.
3. On the Milestones tab, click New Milestone.
4. In the New Milestone window, go to the Pause tab.
5. Define your milestone pause criteria.
6. Save the milestone.
7. Activate the SLA policy.