Escalating a case in Agent Workspace for HR Case Management

---
title: Escalating a case in Agent Workspace for HR Case Management
description: Escalate an HR case when you're unable to resolve an issue and must amplify the importance of a case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/employee-service-management/agent-workspace-for-hr-case-management/hr-agent-ws-escalate-case.html
release: brazil
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using the More icon in Agent Workspace for HR Case Management, Use, Agent Workspace, HR Service Delivery, Employee Service Management]
---

# Escalating a case in Agent Workspace for HR Case Management

Escalate an HR case when you're unable to resolve an issue and must amplify the importance of a case.

## Before you begin

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

The matching rules you have implemented will determine the group and agent the case is escalated to. For more information, see [Assignment and matching rules in HR]() and [Configure escalation rules for HR cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/hr-service-delivery/t_CreateOrModifyEscalationRules.md).

## Procedure

1.  Navigate to **All** > **HR Case Management** > **Agent Workspace for HR Case Management**.

2.  Find the case you want to transfer.

    For more information on finding an HR case, see [Using Agent Workspace for HR Case Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/agent-workspace-for-hr-case-management/agent-ws-hr-case-mgmt-use.md).

3.  Select the \[Omitted image "EllipsisIcon.png"\] Alt text: More icon more icon.

4.  Select **Escalate Case**.

5.  In the Work notes, enter a reason for escalating the case.

6.  Select **OK**.

    The form refreshes and is now assigned to the next tier assignment group.