The current "PauseEscalationsforOnHoldWork" application parameter is pausing the escalations by “stopping the SLA clock” when set to '1'. This is useful for different client requirements, but some clients have different scenarios within the same environment so the global setting will not work e.g. an emergency cannot, but a routine task can be paused. We, therefore, recommend that this setting be managed on SLA level if possible. This will provide additional system flexibility.