Hi Sara/Manik,
We are on GRC SP13.
As per Note 2008881, we already implemented the BADI interface "IF_GRFN_MSMP_ESCALATE_OVERRIDE" and method "STAGE_ESCALATION_OVERRIDE"
Please check screenshot below
Still we are facing the same issue. I have raised a OSS message for the same and yet to get reply from SAP. I will update the thread once I get response from SAP.
~ Madan