Configure Manual Pause for Milestones for IT Services

Give your IT team control over service delivery timelines so that they can manually pause and resume milestones for service-level agreements (SLAs) that apply to incidents, problems, and changes. When this feature is enabled, support reps can temporarily halt SLA timers for unexpected external dependencies or stakeholder actions. It also provides visibility by tracking the date, time, and duration of the pause.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

User Permissions Needed
To edit entitlement settings:	Customize Application

From Setup, in Quick Find, enter SLA, and then select Entitlement Settings under SLA Management.
Select the Pause Milestones Manually checkbox.
Save your changes.

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