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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Configure an escalation rule

# Configure an escalation rule {#ariaid-title1}

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

Escalate a workplace case to the relevant assignment group by using an escalation rule.

## Before you begin

Role required: sn_wsd_case.admin or sn_wsd_case.manager

## Procedure

1. Navigate to AllWorkplace Case ManagementWorkplace Case Management - SetupEscalation rules.
2. Click New.
3. On the form, fill in the fields.  
   {#configure-escalation-rule__table_bzg_zbg_knb__entry__2}

   | Field | Description |
   |-|-|
   | Escalate from | Assignment group from which you want to escalate the workplace case. |
   | Escalate to | Assignment group to which you want to escalate the workplace case. |
   | Domain | Domain of your application. This field is automatically set to your application domain. |
   [Table 1. Case Tier Escalation form]

   {#configure-escalation-rule__table_bzg_zbg_knb}
4. Click Submit.

## Result

The escalation rule is created. The rule is displayed under the Related links of those workplace cases that have the assignment group (specified in Escalated from) for which the rule is created.
**Related concepts**   

* [Smart Assessment for Workplace Case and Task](https://www.servicenow.com/docs/23YwBGFlyltdDc~9tHiAuw "Smart Assessment enables workplace case managers to create structured assessment templates with customizable questions and sections. These assessments can be automatically triggered based on specific conditions, such as state changes in workplace cases and tasks. Workplace agents complete these assessments as part of their workflow, ensuring standardized data collection and quality control.")
* [Automating seat assignment for new hires](https://www.servicenow.com/docs/hF2nTpXdXyXdKKkRfIU62g "Use HR Service Delivery and Workplace Service Delivery to automatically assign a seat for the new hires in your organization.")
* [Configuring a record producer for request edit](https://www.servicenow.com/docs/efzfWPXoTZeXa6uyuq0tIQ "Configure a record producer for editable workplace service requests.")
* [Configuring a record producer for reservation](https://www.servicenow.com/docs/vepsZmnKyv_AIZD5bp8B0w "Configure a record producer to integrate it with Workplace Reservation Management.")  
**Related tasks**   

* [Install Workplace Case Management](https://www.servicenow.com/docs/D8cwZMRYQXcC8RKbRxFviA "Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.")
* [Create a Workplace case template](https://www.servicenow.com/docs/U9R3m8O3~x231cOuX2MJXw "Create a Workplace case template for use when creating workplace services.")
* [Create a Workplace task template](https://www.servicenow.com/docs/WUZP6B9cYUB64bXlFE9TBQ "A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.")
* [Configure Approval options](https://www.servicenow.com/docs/aCsD7gXMiYa4tyrFesKKIA "Add approvers to approve cases created through Workplace services.")
* [Configure a Record producer](https://www.servicenow.com/docs/w2ChE9_twf~4l34xrUc5hg "Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.")
* [Create an SLA Definition](https://www.servicenow.com/docs/yMTK7M5PNgSRfrFFH174wA "Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.
")
* [Create a Workplace service](https://www.servicenow.com/docs/8xMgY6NvGeeilJlMKm5c5g "Create a workplace service with pre-defined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.")
* [Add a workplace service item to a workplace service](https://www.servicenow.com/docs/VVWF0jplAkJpCYhm~LRcOA "Configure a workplace item that an employee can order along with a workplace service request or as part of the reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more.")
* [Create a workplace template configuration](https://www.servicenow.com/docs/dXD3I4AK2lXps1j6q6FmNg "Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.")
* [Create a workplace field mapping](https://www.servicenow.com/docs/sUUFcykfJXUjtJSWdVcrSQ "Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.")
* [Add Fulfillment instructions](https://www.servicenow.com/docs/CYCbeUEYCWuIIefY5Rud~A "Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.")
* [Group similar workplace cases under a parent case](https://www.servicenow.com/docs/PiLEiYAY2TTPceLs~a3P~g "Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.")

*[\>]: and then