We would like to customize the time entered into the SLA "when" rule beyond the current 60min/30min/breached options.
The problem is, for P1 or P2 issues, we have an SLA of 15 minutes. With the current automation options, there is no way to alert a user/group of an impending breach. For longer-term SLAs such as MTTR on a lower priority issue, we would want to remind the team longer than 60 minutes in advance.
Additionally, a "Breach + Time" condition should be available so that we can notify the next level support and/or lead role when a breach has happened beyond a set threshold.