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

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Add or modify escalation rules

# Add or modify escalation rules {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

You can create an escalation process to assign HR cases to HR agents with the appropriate skills.{#t_CreateOrModifyEscalationRules__hr_esc_rules_sd}

## Before you begin

Role required: sn_hr_core.admin

## About this task

You can create an escalation process to assign HR cases to HR agents with the appropriate skills. Ensure that the following items are in place to use HR tier escalation rules.

* The HR tier escalation rules are set up correctly.
* The email address for the tier group is correct.
* The correct roles are assigned to the tier. Roles, groups, skills, and location determine the group a case is escalated to.
{#t_CreateOrModifyEscalationRules__ul_gk4_lgq_cz}

The following procedure describes how to create and edit HR tier escalations used
when cases are assigned to HR groups.

## Procedure

1. Navigate to AllHR AdministrationManage RolesEscalation Rules.
2. Click New or open an existing escalation tier. {#t_CreateOrModifyEscalationRules__2}
{#t_CreateOrModifyEscalationRules__2}
3. From Escalate from, click the Lookup using list icon and select an existing tier.  
   Or, click New to create a new tier. This tier contains HR agents that have fewer skills than the next tier. {#t_CreateOrModifyEscalationRules__3}
{#t_CreateOrModifyEscalationRules__3}
4. From Escalate to, click the Lookup using list icon and select an existing tier.  
   Or, click New to create a new tier. This tier contains HR agents that have more skills than the previous tier. {#t_CreateOrModifyEscalationRules__4}
{#t_CreateOrModifyEscalationRules__4}
5. Click Submit to save your changes.  
   Click an Escalate from or Escalate to group to view group information. {#t_CreateOrModifyEscalationRules__5}
{#t_CreateOrModifyEscalationRules__5}{#t_CreateOrModifyEscalationRules__steps_HrSkillsCreate}
**Related tasks**   

* [Manage HR Groups](https://servicenow-prod.fluidtopics.net/2EAkxHput21~jKY~XJQBSw "HR Groups are a set of users with common job skills.")

*[\>]: and then