---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Escalate an HR case

# Escalate an HR case {#ariaid-title1}

* Release version: Yokohama
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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:{#t_EscalateAnHRCase__t_EscalateAnHRCase-context-1}

* 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

{#t_EscalateAnHRCase__t_EscalateAnHRCase-context-list}

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://www.servicenow.com/docs/G5Kv5mbm92EYEiCQDcaDXg "Create escalation rules to automatically route HR cases from one tier to another based on agent skills and workload.").{#t_EscalateAnHRCase__t_EscalateAnHRCase-context-2}

## 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.