Good morning,

I've identified an issue that an agent in our department has occasionally been resetting the SLAs which were claculated on our tickets without explanation. To prevent this from happening we'd like to prevent agents with the same roleset as them from being able to reset or update the SLA.

I still need all agents to see the SLA, but they shouldn't be able to change the resolution SLA or remove the response SLA.

Here's a snipping of part of one of our tickets showing the SLA part of a ticket in case that helps to show what I'm looking for:

Thanks in advance for any assistance that can be offered