When we do a dummy update on the case the escalation rule moves out from the monitoring queue. I guess it happens when we have ISCHANGED(Status) in the escalation rule.
Please find the below escalation rule which we have.
AND(Account.area__c = 'Titalad', ISPICKVAL(Status,"Rejected"), Original_Case_Requestor__r.On_Leave__c, ISCHANGED(Status) ).
We would like to know if it is a standard behavior of salesforce when the case is updated with an dummy update, it will move the escalation rule from the monitoring queue.
Is there any workaround instead of using the ISCHANGED can we use something else ?