SLA configuration on OTRS, need help

[msalejandro]

I’m new into this of OTRS, I’ve already configured many things on it but still I need to set up the SLA so people can receive notifications as the ticket gets escalated, is there any guide or something to configure this?, or is there anyway where i can set up some sort of escalation as the ticket gets old and that it also sends notification to specific agents or emails as it escalates?.

Thanks in advance.