Hi
We have a defined scaling of 3 stages, the normal route, an escalation to 7 days and another to 15. The escalation of the 7 days works well, in the 2 we do not define any step since the desired operation is to take the instance of that step and that the route will continue. We have an instance that apparently came back to escalation 2. The question, is this possible? How do I prevent this from happening?