How do I send a Notification Reminder before an Incident breaches?

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    If you would like to send a notification to someone before an Incident (or any other record) breaches - you can edit this within Escalation Schedules.




    To adjust the escalation schedule to send notifications prior to when it breaches- follow the steps below:
    1. Log in as Administrator.
    2. Go to Configure Application
    3. Under Build, expand Automation Tools and select Escalation Schedules.
    4. Locate the Schedule you would like to edit
    5. For example, Incident - Waiting.
    6. Click on that Schedule.
    7. Now click "Set Thresholds"
    8. There are three Escalation Levels that you can set and choose which action to run - such as "waiting for customer" reminder.