---
title: Escalate a case
description: An OSP agent can escalate a case when unable to resolve or fulfil a case for various reasons such as
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/osp-escalate-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Outsourced Service Provider agent tasks, Manage cases, Use, Customer Service Management]
---

# Escalate a case

An OSP agent can escalate a case when unable to resolve or fulfil a case for various reasons such as

## Before you begin

Role required: sn\_crm\_escalation\_admin, sn\_crm\_foundation\_admin, or sn\_csm\_ocs.ext\_agent

## Procedure

1.  Navigate to **All** > **Outsourced Customer Service** > **Cases** > **My Cases**.

2.  Click **Escalate Case** related link.

3.  Fill in the fields on the Escalation form, as appropriate.

    |Option|Description|
    |------|-----------|
    |**Request Source**|If Customer or Internal|
    |**Reason**|Reason for escalation such as inactivity, lack of progress, or customer imposed deadline.|
    |**Escalation Severity**|Severity of escalation such high, medium, and so on.|
    |**Escalation Template**|An escalation template determines how an escalation request is processed.|
    |**Watch list**|Add users to the escalation template watch list. These users receive notifications for all escalations that use this escalation template.|
    |**Escalation Justification**|Additional information that explains why this escalation is needed.|

4.  Click **Submit**.