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Using the More icon in Agent Workspace for HR Case Management › Using Agent Workspace for HR Case Management › Agent Workspace › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Escalating a case in Agent Workspace for HR Case Management

Escalate an HR case when you're unable to resolve an issue and must amplify the importance of a case.

Before you begin

Role required: sn_hr_core.case_writer

The matching rules you have implemented will determine the group and agent the case is escalated to. For more information, see Assignment and matching rules in HR and Configure escalation rules for HR cases.

Procedure

  1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management.

  2. Find the case you want to transfer.

    For more information on finding an HR case, see Using Agent Workspace for HR Case Management.

  3. Select the

Image omitted: EllipsisIcon.png
More icon more icon.

  1. Select Escalate Case.

  2. In the Work notes, enter a reason for escalating the case.

  3. Select OK.

    The form refreshes and is now assigned to the next tier assignment group.