Escalating a case in Agent Workspace for HR Case Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Escalate an HR case when you are 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.

    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.
    3. Select the More icon more icon.
    4. Select Escalate Case.
    5. In the Work notes, enter a reason for escalating the case.
    6. Click OK.
      The form refreshes and is now assigned to the next tier assignment group.