Salary deduction in July month

Hi everyone, I noticed a deduction in my salary under "Special Incentive Retro." The ticket response says my eligibility was set to zero from Jan 30, but I didn’t receive any prior communication about this.

All my batchmates have received the full incentive, which clearly shows we are eligible.

Can someone please suggest where I can escalate this issue? I already raised a ticket on Ultimatix, but the response was unclear. Thankyou in advance.