We have an case escalation rule which fires on the below condition
AND(Account.Head_Segment__c = 'Liteal oluios', ISPICKVAL(Status,"Rejected"), Original_Case_Requestor__r.On_Leave__c, ISCHANGED(Status))
When the criteria gets matched the case goes into monitoring queue which is as expected.
But when we do an dummy update on the case the escalation rule get removed out from the queue
Any suggestions how to handle this...do you guys suspect that may be some workflow rule or process builder which is updating the isEscalation rule to false...
Please let me know if you have any hints to resolve this.