Is it possible to setup schedules for incidents and service requests to notify the tech an update is required or outstanding

 

currently or processes are to contact the requestor a certain frequency  depending on the sla to give them updates

obviously were all human an these sometimes get forgotton

i would like to setup notifications based on each sla to remind the tech to give updates till the call is resolved

 

ihad a look at sla escalation, but this is not what iam after

 

is it possible, if not could something like this be incoroprated