change priority automatically after a specific time and notify agent

[mamebina123]

Hello,

i want to setup following process.

I create a new ticket with priority 3. Priority 3 means, that the ticket will escalate after 4 hours (after TicketCreation or priority update from
4 --> 3) and then it will automatically be increased to priority 2.

So escalation means for us, that the ticket priority has increased automatically.
After escalation, the agent should be notified, that the ticket has been escalated. It would be also nice to notify the agent 1 hour before escalation or let´s say 80% after the pasted time before ticket escalation.

I already read a few things related on escalation, but there are so many different configs, which are confusing.

kind regards