For example "Microsoft 365 Login - Unexpected Country - New Zealand". This same Escalation post has been re-opened multiple times since it was initially created in November 2025. Each time it is re-opened the response time is always "Overdue" due to it's original age. Happy to have them group by category in general but there should always be a separate Escalation generated per incident. Adding to the same Escalation should only be done if there are multiple users all flagged in the same location around the same time, not months later.