---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Suspend and resume an HR case

# Suspend and resume an HR case {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

If you are unable to close the HR case within the duration specified in the service
level agreement (SLA), you can suspend the case.

## Antes de Iniciar

Role required: sn_hr_core.basic or sn_hr_core.case_writer

## Por Que e Quando Desempenhar Esta Tarefa

For example, to contact a vendor, such as the insurance administrator or payroll
processing company, to obtain the required information to close the case. After
beginning work on the case, you can suspend it until the information is received.
This way the HR case does not show that the SLA is breached. When the information is
received, you enter it into the case and resume SLA tracking.

## Procedimento

1. Open the HR case to suspend.  
   Begin work on the case before suspending it.
2. From the State field, click and select Suspended.  
   The Suspend Reason pop-up window opens.
3. Select one of the following suspension reasons and enter the information you are waiting for.
   * User: If you need more information from the employee before proceeding.
   * Company: If you are waiting for a reply from a vendor or other outside company.
   * Group: If you are waiting for a reply from an internal group.
   * Other: If you suspend the case for any other reason.

   {#t_SuspendAndResumeAnHRCase__choices_z2c_frh_dt}  
   For example, if you are waiting for the health insurance administrator to investigate an employee claim, select Company for the reason and enter <kbd class="ph userinput">Results of investigation</kbd> or something similar.
4. In the Work Note field, enter information about why the case is suspended.  
   Nota:  
   Translate the text in your preferred language using the Translate option. For configuring the dynamic translation framework, see [Dynamic
   translation](https://www.servicenow.com/docs/access?context=dynamic-translation-overview&version=australia&pubname=australia-platform-administration&ft:locale=en-US).
5. Click Suspend.  
   The SLA stops progressing and the suspension notes appear in the activity stream as work notes. You can continue to add work notes to a suspended case.
6. To resume a suspended HR case, open the case and click Resume.  
   The SLA progress is resumed.