Escalate an HR case

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • If you are unable to resolve an issue, you can escalate an HR task. This action reassigns it to the manager of the HR group.

    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 the following conditions.
    • Are unable to complete the task due to excessive workload.
    • Do not have the necessary skills.
    • Need help with some part of the HR case.

    An escalated HR case is reassigned based on escalation rules. See Add or modify escalation rules.

    Procedure

    1. Open an HR case to be escalated.
    2. Under Related Links, click Escalate case.
    3. Enter a reason for the escalation in the dialog window that opens.
    4. Click OK.
      The case is reassigned to an agent in the escalated group.