Escalate an HR case

task australia Updated Sep 10, 2026 1 min read t_EscalateAnHRCase.md

Escalate an HR case when you cannot resolve it yourself. The system reassigns the case according to your organization's escalation rules and marks it as high priority.

Before you begin

Role required: sn_hr_core.basic or sn_hr_core.case_writer

About this task

Escalate an HR case when you encounter any of these situations:

You cannot complete the task due to workload constraints
You lack the necessary skills or expertise
You need assistance from a senior team member
The case requires management approval or intervention

The escalated case is reassigned based on escalation rules configured for your organization. For information about configuring these rules, see Configure escalation rules for HR cases.

Procedure

Navigate to the HR case you want to escalate.
In the Related Links section, select Escalate case.
In the escalation dialog, enter a clear reason for the escalation.

Provide specific details about why you cannot resolve the case. This information helps the assigned person understand the situation and take appropriate action.
Select OK.

The system reassigns the case according to your escalation rules and updates the priority to high.

Result

The escalated case appears in the assignee's work queue with high priority status. The case history records the escalation action and reason.

Parent Topic:Use HR Case Management

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---
title: Escalate an HR case
description: Escalate an HR case when you cannot resolve it yourself. The system reassigns the case according to your organization's escalation rules and marks it as high priority.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/hr-service-delivery/t\_EscalateAnHRCase.html
release: australia
product: HR Service Delivery
classification: hr-service-delivery
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Case and Knowledge Management, HR Service Delivery, Employee Service Management]
---

# Escalate an HR case

Escalate an HR case when you cannot resolve it yourself. The system reassigns the case according to your organization's escalation rules and marks it as high priority.

## Before you begin

Role required: sn\_hr\_core.basic or sn\_hr\_core.case\_writer

## About this task

Escalate an HR case when you encounter any of these situations:

- You cannot complete the task due to workload constraints
- You lack the necessary skills or expertise
- You need assistance from a senior team member
- The case requires management approval or intervention

The escalated case is reassigned based on escalation rules configured for your organization. For information about configuring these rules, see [Configure escalation rules for HR cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/t_CreateOrModifyEscalationRules.md).

## Procedure

1. Navigate to the HR case you want to escalate.

2. In the Related Links section, select **Escalate case**.

3. In the escalation dialog, enter a clear reason for the escalation.

Provide specific details about why you cannot resolve the case. This information helps the assigned person understand the situation and take appropriate action.

4. Select **OK**.

The system reassigns the case according to your escalation rules and updates the priority to high.

## Result

The escalated case appears in the assignee's work queue with high priority status. The case history records the escalation action and reason.

**Parent Topic:**[Use HR Case Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/c_HRCaseManagement.md)