Hey @Angela Folbrecht
For me to understand your set up, I would need to gain access to your instance and understand how your escalation proccess was set.
You could create a support ticket here for us to assist you: https://support.atlassian.com/opsgenie/ click on support.
But I will give you a general explanation about how escalations work:
How do escalations work in Opsgenie?
Escalations in Opsgenie notify responders in a specific order when an alert is not acknowledged or closed. They can notify individual users, on-call schedules, or team members. Enhanced escalation options are available with higher-tier plans.
What happens when an alert is not acknowledged or closed?
If an alert is not acknowledged or closed, the escalation policy triggers the next step, notifying additional responders according to the configured rules.
Can escalation policies be repeated?
Yes, escalation policies can be set to repeat up to 20 times, with options to revert acknowledgment states and automatically close the alert after repeats.
https://support.atlassian.com/opsgenie/docs/how-do-escalations-work-in-opsgenie/
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