Suspend Work Items

You can suspend a work item at any node where the XTRAC administrator defined an applicable suspend rule.

To suspend a work item:

1.

Open the work item you want to suspend.

2.

At the top of the page, click to open the work item menu.

3.

Click .

The Suspend work item dialog opens.

4.

In the Suspension Duration field, select one of the following suspension options:

• Until – Specifies the date and time you want the work item to reenter the workflow. The default date is today’s date. The default time is the current time, rounded up to the next closest 15-minute interval. You can accept the default date or click the menu icon to select another date.
• To change the time, click the up or down arrows in the hours and minutes fields.
• # Days – Specifies the number of days you want to suspend the work item. You can suspend a work item for a minimum of 1 day and a maximum of 999 days.

5.

From the Return Queue drop-down list, select the queue where XTRAC will return the work item when the suspend period ends.

Note: You can't select a return queue unless the XTRAC administrator has set up the option in the suspend rule.

6.

From the Reason drop-down list, select a reason indicating why you are suspending the work item.

Note: The XTRAC administrator defines reasons as part of the suspend rule.

7.

(Optional) In the Memo field, enter additional information (up to 60 characters) about why you are suspending the work item.

8.

Click Suspend Work Item.

Note: Suspending a work item may affect the service level agreement associated with the work item. When the XTRAC administrator defines a suspend rule, he or she has the option to allow work items to continue to age during suspension. If this option is selected and the work item continues to age, the target completion date could be in jeopardy during the time the work item is suspended.

XTRAC verifies the suspension parameters, suspends the work item, and updates the suspension limits. XTRAC adds an event to the work item history. It also displays the reason why the work item was suspended in the Memo field on the History page.

Suspend Rules

The XTRAC administrator can set one or more of the following limits for suspending a work item manually:

• The hours between which work items may not be suspended
• The length of time (in hours or minutes) for a suspension period
• The length of time (in hours or minutes) in total for all suspension periods allowed on an individual work item
• The number of times you can suspend a work item

If you attempt to suspend a work item at the wrong time (beyond a specified time limit, or too many times) XTRAC displays an error message in the notification bar.

Suspension Duration

Based on the suspend rule, you can suspend a work item for:

• A specified number of days
• Until a specified date and time

Suspending for a Specified Number of Days

You can suspend a work item for a specified number of days. The number of days is based on the business calendar used by your organization. For example, Monday through Friday may be considered business days. Business hours also can be configured. For example, 8 a.m. to 5 p.m. may be considered your business hours.

XTRAC counts only working days when determining how long to suspend a work item. If you suspend a work item any time before the close of your business day, XTRAC considers the current working day as day 1.

The following table provides examples of suspension periods and when XTRAC ends the suspension, based on the following criteria:

• Business calendar of Monday through Friday
• Business hours of 8 a.m. to 4 p.m.

Time suspended	Suspension Period	Suspension Ends
Monday, Dec. 4, 2017 at 3:00 p.m.	1 day	Monday, Dec. 4, 2017 at 4:00 p.m.
Monday, Dec. 4, 2017 at 3:00 p.m.	2 days	Tuesday, Dec. 5, 2017 at 4:00 p.m.
Monday, Dec. 4, 2017 at 4:01 p.m.	1 day	Tuesday, Dec. 5, 2017 at 4:00 p.m.
Friday, Dec. 8, 2017 at 3:00 p.m.	2 days	Monday, Dec. 11, 2017 at 4:00 p.m.

Suspending Until a Specified Date and Time

You can suspend a work item until a specified date and time.

• Date: XTRAC defaults the date to the current date. You can click on the down arrow in the date field to access a calendar window from which you can select the applicable date.
• Time: The time defaults to the current time. You can accept the default date, but you must increment the time. XTRAC rounds the time up in increments of 15 minutes. For example, if you set the time to 3:08, XTRAC increments the suspend until time to be 3:15.

You cannot enter a date and time that are before the current date and time.