How to ensure only the owner of the record can update the comments for ‘Reason for SLA violation’, as the system is allowing any technician to update the SLA violation reason?

Service Desk Service Level Management (SLM)
1

SapphireIMS allows you to configure the accessibility of updating the ‘ Reason for SLA violation ’. This can be done by accessing the ‘Project Settings’ from the ‘General Settings’ tab (link)

Search for the setting key name ‘Update access permission for comments on SLA violation’ and update it with the appropriate Setting value. Refer the explanation given below for the various setting values supported.

  • 0 → Allows everyone (who has access to the field) to update the comment.
  • 1 → Owner of the record or Project Manager can update. This is the default option.
  • 2 → Any user who has Technician role privileges can update the reason for SLA violation.