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Scenario 4: Technicians: How to pause and resume a Work Order

How to pause and resume a Work Order by Technician?

Scenario 4 : If a Work Order is paused and resumed by its Technician or Servicer Supervisor

This article is primarily for Technicians/ Servicer Supervisors.

This scenario explains how a work order can be paused and resumed by the assigned technician/ Servicer Supervisor while they are assigned to it.

Work Order Process with the scenario 4 (Technician pauses and resumes a Work Order)

Let’s take a quick look at the overall Work Order process when a Technician/ Servicer Supervisor pauses a Work Order and resumes it.

After a work order is created,

  • Facility Coordinator will receive work order via Workspace Work Order app.
  • Facility Coordinator will assign a Servicer along with Servicer’s  Supervisor and Coordinator (assigning a Servicer Supervisor and Servicer Coordinator is optional here) to the work order.
  • Next, the Servicer will get the work orders to assign technicians and work schedule to carry out the assigned work.
  • The assigned Technicians will receive work orders and then they will acknowledge the work order.
  • Technician pauses the Work Order
    Then the technicians might pause the work order (e.g. in order to complete additional task which is not related to current work order).
  • Technician resumes the Work Order
    Once the additional task is completed, the technicians may resume the work order and complete it.
  • Next, the assigned technician will complete the work order.
  • Finally, Facility Coordinator will verify the work done and close the work order.

How to pause and then resume a Work Order?

This quick tutorial explains how you can pause a Work Order as the Technician and then resume it.

E.g. If the assigned Technician has to stop the task temporarily due to some personal matter or any other task, they can pause the Work Order and resume later.

Typical Actors

  • Servicer Supervisors
  • Technicians

Current Stage : In Progress

Stage after the Action   : No stage change

Pause option is intended to hold the SLA Clock Timer for Resolve SLA of a Work Order in “In-Progress” stage.

A work order can be paused by the assigned technician when it is required to complete additional task, which is not related to the work order. After the additional work is completed, the technician can resume the work order and continue with the work order completion.

After the work order is paused/resumed, the work order stage will not change.

On the Workspace-Work Order app,

  1. Hover over My WO Taskson the left bar
  2. Click CWOs Supervised by Me to filter your work orders at In Progress stage
  3. Click on the relevant Work order record to open its detail page
  4. Hover over In Progress drop-down and click ‘Pause’.
  5. Add the Comment related to the pause
  6. Click Pause
  7. After the additional work is completed, hover over In Progress drop-down
  8. Finally, click Resume. The work order will be resumed.

Reduce Facility Management Costs

  • Automate mundane maintenance tasks;
    Save time for value-adding tasks
  • Increase your task force’s efficiency;
    Reduce cost of manpower
  • Optimally manage your inventory;
    Restock only when you need to
  • Measure facility management process efficiency;
    Optimise your operations
  • Implement preventive maintenance;
    Increase asset reliability
  • Digitalize end to end business processes;
    Go paperless

Manage Your Work Centrally or Remotely

  • Powerful and flexible duty roster;
    Manage maintenance backlog efficiently
  • Multi-platform mobile access;
    Manage operations from anywhere, on any device
  • Monitor work centrally through dashboards;
    Receive technician updates sent from the mobile app
  • Add-ons to integrate building systems;
    Automate work order creation based on critical alarms

Improve Occupant Satisfaction

  • Empower occupants with web portal and mobile app access;
    Eliminate calls and emails
  • Automate service level reporting & management;
    Increase transparency of ongoing job requests
  • Receive ratings and reviews upon work completion;
    Quantify requester satisfaction
  • Optimally maintain building systems;
    Ensure a comfortable working environment
  • Run compliance audits frequently;
    Ensure occupants’ health and safety

Manage Service Provider Contracts and Performance

  • Measure SLA adherence;
    Track contractor performance and efficiency
  • Create work orders and assign to contractors;
    Receive quotes for additional work online
  • Track service contract expiry;
    Plan renewals well in advance

Be More Resilient In The Face of a Disaster

  • Access your data anytime, anywhere;
    Even when your building is inaccessible
  • All-in-cloud with redundancy and high availability;
    Rest assured your data is safe and always online
  • No more paper-based work allocation or approval processes;
    Continue business in a virtual world
  • 100% cloud-based SaaS solution;
    No on-premises servers to worry about


These users can only submit work requests, view status of the requests, follow-up on work requests, provide feedback on resolved work requests Typically, these users represent occupants of a facility.


These users manage the account and have the ability of adding other users to account.


Power Users represent the internal and external personnel who are responsible for ‘facility management’ function. All technicians/supervisors/vendor users/facility coordinators/managers fall into this category. They can plan, create, dispatch, monitor, update and close work orders.