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ITSM - Trigger Mail for SLA before its breached

Dear All,

We have a requirement to trigger email to Support team for all incidents based on IRT and MPT percentage like 50%, 75%, 90% and 100%.(for all priority / category tickets)

For example - An email should be sent to the Support team when the IRT reaches 50%, then next email when it reaches 75% and so on before it is breached.

Any suggestions ?

Thanks & Regards,


Former Member
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