you might be able to do that with a notification event.

On Tue, Aug 16, 2011 at 12:49 PM, Wagner <wagnerspi@gmail.com> wrote:
Hello,

is there a way to send a e-mail to the customer with the estimated SLA time for solving his issue?

and a e-mail if the SLA time has reached 50%, and another if it reaches 90%

Thanks

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