---
sourceDocument: Xanadu Retail Industry
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/retail-industry

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Retail Industry

ft:clusterId :

    - rahi

bundleId :

    - rahi

workflow :

    - Customer and Industry


---

# Escalate a retail case

# Escalate a retail case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated October 16, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Escalate a retail case when needed using the Escalations related list.

## Before you begin

Role required: sn_customerservice.escalation_requester

## Procedure

1. Navigate to AllRetail Service ManagementRetail Cases.
2. Select the Retail case you wish to escalate.
3. Under Related Links, select Escalate Case.
4. Fill in the following fields as needed.  
   {#rahi-retail-escalate-case__table_h54_11f_ddc__entry__2}

   | Field | Description |
   |-|-|
   | Request Source | The source of this request, either customer or internal. |
   | Reason | Reason for escalation such as inactivity, lack of progress, or customer imposed deadline. |
   | Watch list | Add users to the escalation template watch list. These users receive notifications for all escalations that use this escalation template. |
   | Escalation template | An escalation template determines how an escalation request is processed. |
   | Escalation severity | Severity of escalation such high, medium, and so on. |
   | Escalation trend | The escalation trend of this retail request. Options are: * Improving * Same * Declining {#rahi-retail-escalate-case__ul_rtn_p1f_ddc} |
   [ ]

   {#rahi-retail-escalate-case__table_h54_11f_ddc}
5. Click Submit.

## Result

This retail case has been escalated. The escalation number and other related information can viewed directly within the Escalations related list.

*[\>]: and then