When the escalate urgency is set on the affected end user(VIP), the incident priority calculation is set to Override Urgency and the Urgency Increment has been set, what can cause the urgency to be not incremented ? Is there any other dependency?
This is the way urgency increments works with special handling:
The urgency increment only happens when the ticket has an area associated with it and the area has a default urgency associated with it. So, if you perform the following steps, you should be able to see the urgency incremented: