---
schema_version: "1"
id: 706c7fddf44273d9ad51026084a8c4fe79b61dd7be1c83d6ea25f6c8f80a16bb
title: Automatically Pause Record Milestones Based on Predefined Rules
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_rule_based_milestone_pause.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_rule_based_milestone_pause.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fd58f2ec6849690947cfbbac737a5f9ead8c3f4b28952bbeffa983ddad706c74
description: 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. As a best practise, do not set the milestone pause criteria based on the Status field or other fields that evaluate the active criteria.
products:
  - Service Cloud
release: "264"
---
# 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. As a best practise, do not set the milestone pause criteria based on the Status field or other fields that evaluate the active criteria.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d23214e59">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23214e59 ">To create or edit milestones:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23214e59 ">Manage Entitlements</td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note

Rule-based Pause is available only with the [Simplified SLA Setup](https://help.salesforce.com/s/articleView?id=service.entitlements_simplified_sla_setup_parent.htm&type=5&language=en_US) 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.