ITSM - Trigger Mail for SLA before its breached
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,