How to Restrict Service Agents from Updating Service Requests Assigned to Other Agents?

Summary

Need to prevent service agents from updating or resolving Service Requests that are assigned to other agents. Agents should only be allowed to update a Service Request after it has been reassigned to them (for example, through the "Assign to Me" action).

Content (please ensure you mask any confidential information)

Hello Experts,

We have a requirement in Oracle Fusion Service (Redwood UI) to restrict Service Request updates based on the assigned agent.

Business Scenario

We have multiple service agents belonging to the same Business Unit.

Example:

Agent_001
Agent_002

Service Request: SR_000021456

Current assignment: Assigned To = Agent_002

Current Behavior

Although the Service Request is assigned to