---
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


---

# Escalate an HR case

# Escalate an HR case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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.
{#t_EscalateAnHRCase__ul_q1g_xq4_fs}

An escalated HR case is reassigned based on escalation rules. See [Add or modify escalation rules](https://servicenow-prod.fluidtopics.net/A2nSX8R~R8arcVG0Cs0Y9Q "You can create an escalation process to assign HR cases to HR agents with the appropriate skills.").

## 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 the manager of the escalation group as a high priority case.