Epic Community Connect/ServiceNow Support

[Ben Cervantes]

Hello All,

At our organization we have recently extended our Epic EHR service to additional community clinics. What this means for those that may not be familiar is they will be using our EHR at a fee. I wanted to ask the community if anyone else that also has ServiceNow and Epic has done the same. If so how were incidents managed from these community connect sites? What were pain points? The idea that our organization is working through is having this clinic use our instance to manage their work. The clinic does not currently have any ITSM type tools. The ServiceNow team has advised against simply for privacy reason. 

Thanks!

[ettawilson]

Ben,

We've implemented Community Connect programs using IT Business Management to onboard and manage the projects for the community clinics, then Customer Service Management to support the community clinics. Instead of creating an incident, you would create a case. Customer Service Management is meant to support your external customers. I've attached the Community Connect Workflow that we use.

Let me know if you have any more questions.

Etta

[RyanAshline]

Etta,

Thanks for posting and sharing the attachment, I think you spoke at a recent SIG in Southern California.  Not to hijack Bens thread but I hope you and him don't mind if I ask a question. 

If your community connect customers create a case, then do your epic analyst work both incidents and cases?  Do they create cases only via the Service Portal or does your service desk create them for them?  Are they considered the same as incidents and did you end up designing them to be the same?  (Same Priority etc.)?

Ryan