I paused the request but the clock is still running

You have moved a request to a pending status and the Time ledger still shows a clock counting. In most cases nothing is broken. The clock still running is the statutory one, and statutory clocks do not pause.

Check which clock is still counting

1. Open the request.
2. Read SLA Details in the right rail.
3. Click Time ledger.
4. Take each clock in turn. A paused period is labeled as paused and names the status that paused it. A period still labeled running belongs to a clock your pending status did not stop.

Why the statutory clock keeps counting

Statutes written like New Mexico's IPRA do not stop the legal window because the agency is waiting on somebody. The obligation runs from the day the request arrived.

Govflo reflects that. Your agency's statutory window is the Agency default under Settings, then Workflows, then SLA Policies, where the product states plainly that it never pauses and is not edited there.

Pausing is real for the clocks your agency controls. It has no effect on the one the legislature controls.

Check the status is set to pause at all

Every status carries an SLA clock setting of either running or paused, under Settings, then Workflows, then Statuses. Open the status and read that field.

In the starter configuration Awaiting Requester Response and Awaiting Payment are set to paused. A status your agency added later may still be set to running, which is a configuration matter rather than a fault.

What to do instead

Pause the request anyway, because the record should show why it is waiting. Then work to the statutory date rather than the one you hoped pausing had bought you.

If you are waiting on the requester and the statutory clock is running down, tell them in writing what you need and that the deadline is unaffected. That conversation is far easier before the deadline than after it.