Escalate a case or an account

---
title: Escalate a case or an account
description: Users with the escalation requester role can escalate a case or account.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/escalate-csm-case.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Case and account escalation, Manage cases, Use, Customer Service Management]
---

# Escalate a case or an account

Users with the escalation requester role can escalate a case or account.

## Before you begin

Role required:

-   sn\_customerservice.escalation\_requester, sn\_customerservice.deescalation\_requester or sn\_crm\_escalation\_admin to escalate a case.
-   sn\_customerservice.escalation\_requester, sn\_customerservice.deescalation\_requester, sn\_crm\_escalation\_admin, or sn\_crm\_account\_data\_manager to escalate an account.

## Procedure

1.  Navigate to the desired case or account.

2.  Click the **Escalate Case** or the **Escalate Account** related link.

3.  Fill in the fields on the Escalation form, as needed.

<table id="table_jks_bws_mf"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Number

</td><td>

The number automatically assigned to the escalation request.

</td></tr><tr><td>

Source Record

</td><td>

The case or account for which escalation is requested.

</td></tr><tr><td>

Request Source

</td><td>

The source of the case escalation request:-   **Customer**
-   **Internal**


</td></tr><tr><td>

Reason

</td><td>

The reason for requesting the case escalation:-   **Inactivity**
-   **Lack of Progress**
-   **Customer Imposed Deadline**


</td></tr><tr><td>

Escalation Severity

</td><td>

The escalation severity associated with this escalation, which defines the severity level for the escalation and the color used to highlight the escalated record in the user interface.-   **High Severity**: escalated records are highlighted in red.
-   **Medium Severity**: escalated records are highlighted in orange.


</td></tr><tr><td>

Escalation Template

</td><td>

The escalation template selected by the user who requested the escalation.

</td></tr><tr><td>

Watch List

</td><td>

The watch list for this escalation record. The watch list includes users on the escalation template and any users that you add for this record. For account escalations, you can **Add account team members to watch list**.

</td></tr><tr><td>

Assignment group

</td><td>

For account escalations, the assignment group for this account escalation.

</td></tr><tr><td>

Assigned to

</td><td>

For account escalations, the customer service agent assigned to this account.

</td></tr><tr><td>

Request By

</td><td>

The user who requested the escalation.

</td></tr><tr><td>

Escalation Justification

</td><td>

Additional information that explains why this escalation is needed.

</td></tr></tbody>
</table>4.  Click **Submit**.

    If the escalation template includes an approval flow, the approvers review the escalation request and either approve or deny the request \(provide a reason\). Once the escalation request is approved, the customer is notified.

    **Note:** Multiple escalations cannot be created for the same case.

    For more details see, [Case and account escalation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/use-case-account-escalation.md).