Understanding Roles and Portal Redirection in ServiceNow’s EMR Help App

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What Is the EMR Help App in ServiceNow?

The EMR Help application is purpose-built for healthcare environments to streamline how users report and resolve issues within their Electronic Medical Records (EMR) systems. It enables care providers to submit IT-related help requests directly from within their EMR interface—such as Epic Hyperspace—without switching to a separate system. This seamless integration enhances the user experience and accelerates issue resolution.

Key Highlights

• Embedded Workflow
  Users can initiate service incidents via a Help button embedded in the EMR (e.g., Epic Hyperspace). This opens a frame containing ServiceNow, automatically logging issues with relevant patient context—minimizing manual input and reducing overhead.
• Single Sign-On (SSO)
  Out-of-the-box support for pass-through authentication ensures secure, seamless access. Users are not required to log into both systems separately, simplifying the workflow

Roles and Portal Redirection

To submit EMR incidents using the EMR Help application, users must be assigned the sn_ind_rmt_help.requester role. This grants them permission to submit and monitor service requests directly from within the EMR. By default, ServiceNow uses the SPEntryPage Script Include to determine where users are routed after login:

• Users with no roles are redirected to the Employee Service Center (ESC).
• Users with roles are routed to the native UI (Next Experience or Workspace).

If your implementation assigns roles to all users, you’ll need to customize the SPEntryPage logic to ensure proper redirection based on role type.

To implement role-based redirection

1. Extend the SPEntryPage Script Include.
2. Customize the getFirstPageURL() method to check for specific roles.
3. Update the system property glide.entry.first.page.script to use your custom logic.

This ensures users land in the right experience based on their role—without compromising access or usability.