This page is in the process of being edited, it may be incomplete or contain errors.
- An incident is suspended if the reason that work can't be continued depends on the user.
- The user is on vacation
- The user isn't responding to messages
- Waiting for approval from the user's superior
- An incident is put on hold if the reason that work can't be continued is the internal IT department.
- Waiting on a supplier
- Waiting for a part
Suspension involves a stoppage in measuring time for compliance with the service level targets, while putting an incident on hold does not.