Service desk calls that breach SLA must be updated with the reasons for SLA violation. To update the SLA violation information
1. Open the
service desk record with SLA status as 
2. Click the 'SLA' tab
3. Select the reason for violation of SLA or enter the reason and click 'Update'
Note: Any user with 'Technician' role allocated can update the SLA violated record. Change the config setting key 'Update access permission for comments on SLA violation' to 0 to achieve this action.