HR Case escalation by User

[Nbruk]

Is there functionality to allow User, who created HR Case to escalate the Case? Or escalation is available for HR Agents only?

[Eswar Chappa]

Hi @Nbruk the below community thread will Helpful in your use case :

https://www.servicenow.com/community/hrsd-forum/who-has-access-to-an-hr-case/m-p/1286868/page/2

Thanks & Regards,

Eswar Chappa

Mark my answer correct and Helpful if this helps you 😀

[Nbruk]

Hi Eswar, it's not a solution I was looking for. It's regarding HR case escalation- apparently escalation is available from backend only, not for the user, who opened the case. Maybe  it's make sense.

[John Zhang1]

HR escalation is defined through SLA.

[Sean Antle · Accepted solution]

What is the business need for this? Humans being human, I can see this getting out of control quickly, with cases that don't need to be escalated.