---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Escalating a case in Agent Workspace for HR Case Management

# Escalating a case in Agent Workspace for HR Case Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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](https://servicenow-prod.fluidtopics.net/S9eHaYWzhp_bnQp1g~GZ5w "The base system uses the automatic case assignment feature to assign an HR case to an agent. It attempts to assign an agent with the least number of cases assigned, has the skills required by the case, and matches the location of the subject person.") and [Configure escalation rules for HR cases](https://servicenow-prod.fluidtopics.net/47GPrDmwoa~uSsbXfFiFNg "Create escalation rules to automatically route HR cases from one tier to another based on agent skills and workload.").

## Procedure

1. Navigate to AllHR Case ManagementAgent 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://servicenow-prod.fluidtopics.net/TcNpiFhB80o2u~irNoiphA "As an HR agent, use the Agent Workspace for HR Case Management to interact with employees, respond to inquiries, and resolve issues.").
3. Select the ![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.

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