Setting up SLA RTCron and sending email strart to finish

Can anyone provide me a link or information on the following.

  1. When a ticket is opened on a specific queue a service level agreement is set
  2. If that SLA is not met send an email to specific people

I am looking for the complete setup including all things that must be done to make this work. I understand some of the details (database names, etc) will be different.

Thank you,


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