Sometimes you may notice that a Work Order (WO) gets paused automatically, even when the technician working on it hasn't manually paused anything. This behaviour is by design and is usually linked to two main scenarios: the account's simultaneous work settings, or the way events are connected when multiple technicians are involved in the same Work Order.

Below, we explain the main reasons why this happens and how to review each situation.

Before you start

Make sure you have:

  • Access to the web version of Infraspeak to review Work Order statuses and account settings
  • Administrator permissions to check or adjust the "My company" settings
  • Awareness of which technicians have interacted with the Work Order in question


Reason 1: The "Pause previously started" setting is active

  1. If a technician starts a new Work Order while they already have another one running, the system will automatically pause the previously started Work Order.
  2. This behaviour is controlled by a company-wide setting, so it will apply to every user in the account.
  3. You can review and adjust this by going to Settings > My company > My company details and checking the "Current Work - Pause previously started" feature.
  4. Toggle it ON to keep the auto-pause behaviour, or OFF if you prefer to allow technicians to have multiple jobs running simultaneously.
    Tip: Align with your team on the preferred behaviour before changing this setting, as it will affect how everyone's ongoing jobs are handled.

Reason 2: Connected events among multiple technicians

  1. When multiple technicians are assigned to and working on the same Work Order simultaneously, their individual events are deeply connected.
  2. Because of this connection, if one technician pauses their own event, it can trigger the system to automatically pause their colleague's active event as well.
  3. This is expected behaviour and ensures that the Work Order status remains consistent across all users involved.

    Tip: If your operation frequently involves multiple technicians on the same request, it's worth aligning with the team on how each person should handle pauses to avoid unexpected interruptions. 

What happens next

Understanding these two scenarios makes it much easier to interpret why a Work Order may appear as paused without any obvious action from the technician on site. If the auto-pause behaviour doesn't suit your operation, you can adjust the "Pause previously started" setting at any time. And if multiple technicians are regularly working on the same Work Orders, keeping in mind that their events are interconnected will help your team coordinate more smoothly and avoid unnecessary pauses.