---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Escalate a case

# Escalate a case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

An OSP agent can escalate a case when unable to resolve or fulfill a case for various reasons such as

## Before you begin

Role required: sn_csm_ocs.ext_agent

## Procedure

1. Navigate to AllOutsourced Customer ServiceCasesMy Cases.
2. Select the Escalate Case related link.
3. Fill in the fields on the Escalation form, as appropriate.

   | Option | Description |
   | Request Source | If Customer or Internal |
   | Reason | Reason for escalation such as inactivity, lack of progress, or customer imposed deadline. |
   | Escalation Severity | Severity of escalation such high, medium, and so on. |
   | Escalation Template | An escalation template determines how an escalation request is processed. |
   | Watch list | Add users to the escalation template watch list. These users receive notifications for all escalations that use this escalation template. |
   | Escalation Justification | Additional information that explains why this escalation is needed. |
   |-|-|

   {#osp-escalate-case__choicetable_trh_l54_3lb}
4. Select Submit.

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