Why did an acknowledged incident go back to Triggered?

Changing the escalation level returns an Acknowledged or Snoozed incident to Triggered , so the new responder must acknowledge it.

Nobody else was paged after I assigned an incident. Is that expected?

Yes. Assigning an incident to a user stops its escalation policy. Oppex contacts only the assigned user.

No. To hand the incident on, escalate it again to another level or user.

Use this table when the Escalate To option or dialog doesn't behave as you expect.

Symptom	Cause	Solution
Escalate To isn't in the incident's ⋮ menu.	The incident is Resolved, or your role doesn't allow you to escalate this incident.	Check the incident's status, and see Escalation permissions and limits.
The ⋮ menu is disabled.	The incident is Resolved.	Resolved incidents can't be changed.
The dialog has no Assign to User tab.	The option isn't enabled for your workspace.	Contact Oppex support.
I can't select the level my teammate is on.	It is the incident's Current level, which can't be selected.	Assign the incident to your teammate.
The dialog says "No escalation levels found for this incident."	The incident's service has no escalation policy for its severity.	Assign the incident to a user, or ask an admin to set up the policy.
I'm not in the user list.	You can't assign an incident to yourself.	Acknowledge the incident instead.
The person I'm looking for isn't in the list.	The list shows up to 20 users until you search.	Type at least two characters of their name or email in Search users….
After I assigned an incident, its service shows a person's name.	Assigning routes the incident to that user.	This is expected. Keep Follow this incident selected so your service still gets status updates.