On-Call escalation Issue

SM123
Tera Expert

Hi All,

I'm new to On-Call scheduled implementation. I'm using OOB default escalation workflow. My trigger rule is on P1 P2 tickets. But when i create a incident my workflow will start in between if i change the Priority to(P3/P4) i still see escalation emails triggering to next catch. And in the on-call escalation timer is still ticking for next escalation. I would like to know what am i missing? what configuration should i do to stop the escalation for when ticket changed to (P3/P4) 

Please check the attachment below

malika123_0-1754581147323.png

malika123_1-1754581306714.pngmalika123_2-1754581336930.png

 

 

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