Escalate an HR case

You can escalate an HR task if you are unable to resolve the issue. This action reassigns it to the manager of the HR group.

Before you begin

Role required: hr_agent or hr_case_writer

About this task

An HR case may need to be escalated 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.
An escalated HR case is reassigned to the manager of the HR group assigned to the case. The manager can resolve the case or reassign it to someone with the necessary skills or available time.
Note: The manager must be a member of the assigned group. If the manager is not a member of the group, then an error message appears when the escalation is submitted and no action is taken.


  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. An email notification is sent that contains the escalation reason so the manager can determine how to proceed.