Escalate an HR case

  • Release version: Australia
  • Updated March 12, 2026
  • 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:

    • 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

    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.

    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.