I would like the TicketOwner to get notified with an email for existing requests after the SLA DueTime,
For an example: I created a SLA called "NewSLA" and the criteria is "Request Type is Incident" with response time of 10 min and resolve time of 15 min, and the escalation and I enabled the Level 1 Escalation for the response time to be $TicketOwner to be "Before 1 min" (Kindly find the screenshot below in the attachment).
I want the TicketOwner (Technician) to be notified by email after the SLA DueTime, and I want to apply this SLA on the existing requests also, not only the ones.
Thank you