Escalate a case

task australia Updated Sep 10, 2026 1 min read osp-escalate-case.md

An OSP agent can escalate a case when unable to resolve or fulfil a case for various reasons such as

Before you begin

Role required: sn_crm_escalation_admin, sn_crm_foundation_admin, or sn_csm_ocs.ext_agent

Procedure

Navigate to All > Outsourced Customer Service > Cases > My Cases.
Click Escalate Case related link.

Fill in the fields on the Escalation form, as appropriate.

Option	Description
Request Source	If Customer or Internal
Reason	Reason for escalation such as inactivity, lack of progress, or customer imposed deadline.
Escalation Severity	Severity of escalation such high, medium, and so on.
Escalation Template	An escalation template determines how an escalation request is processed.
Watch list	Add users to the escalation template watch list. These users receive notifications for all escalations that use this escalation template.
Escalation Justification	Additional information that explains why this escalation is needed.

Click Submit.

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---
title: Escalate a case
description: An OSP agent can escalate a case when unable to resolve or fulfil a case for various reasons such as
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/osp-escalate-case.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Outsourced Service Provider agent tasks, Manage cases, Use, Customer Service Management]
---

# Escalate a case

An OSP agent can escalate a case when unable to resolve or fulfil a case for various reasons such as

## Before you begin

Role required: sn\_crm\_escalation\_admin, sn\_crm\_foundation\_admin, or sn\_csm\_ocs.ext\_agent

## Procedure

1.  Navigate to **All** &gt; **Outsourced Customer Service** &gt; **Cases** &gt; **My Cases**.

2.  Click **Escalate Case** related link.

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

    |Option|Description|
    |------|-----------|
    |**Request Source**|If Customer or Internal|
    |**Reason**|Reason for escalation such as inactivity, lack of progress, or customer imposed deadline.|
    |**Escalation Severity**|Severity of escalation such high, medium, and so on.|
    |**Escalation Template**|An escalation template determines how an escalation request is processed.|
    |**Watch list**|Add users to the escalation template watch list. These users receive notifications for all escalations that use this escalation template.|
    |**Escalation Justification**|Additional information that explains why this escalation is needed.|

4.  Click **Submit**.