How to escalate a case

Before you start

• The escalate button is only available when you are working on a case as the case manager, it's not available via the case search
• It will only appear if escalation groups and reasons have been set up

Steps to manually escalate a case

1. Open the case.
2. In the case actions, click "Escalate case".
   

3. Pick a reason for escalating the case and add a note. These will be added to the case history as a private note.
   

4. Finally, press "Escalate case".

Further Reading

See How to set the user group notified about escalated cases and How to set up reassign, escalation and close reasons for how to configure case escalations.

Escalating a Case has more information about the emails and history notes that Case Management might generate.