So the issue here is that the message was classified as triage_submit_incident_request rather than inform, causing it to jump to a different story?
The NLU part of Rasa that classifies the intent from the message is separate from the dialog part (policies) that determines how the conversation progresses. So the fact that you were mid-way through one story won’t affect what intent the user message is classified as. The intent classification only looks at the message, not the conversation history.
(Note, with the experiemental e2e this gap is being bridged)