Epic Help Button Integration

[Paul Glenn]

I know this question was asked a year ago, but I thought I would ask again to see if there is any update.

We have our ServiceNow go-live in 3 days and our Epic go-live in June 2021.  I've been asked by our CTO to integrate the Epic Help button with SN to create an incident.  We've been told by other organizations this has helped reduce roll-out times for Epic. I've been told by SN for a year they are coming out with an offering for it, but I simply can't wait for whenever that might happen.

If you've done this integration I'd love to talk to you about how you accomplished it.  This is one of the first items on our roadmap post SN go-live.

Paul

[Bruce Hadley]

Hi Paul,

I can relate what we at Parkland hospital have researched. We have had Epic since 1999 and ServiceNow since 2016.

There are several corporate issues around the integration between ServiceNow and Epic. As I understand it most of this customization needs to happen inside of Epic. They send out an API call to ServiceNow with details around the issue. In talking with our ServiceNow reps, Epic and ServiceNow continue to work toward an OOTB solution but they haven't given us any release dates.

Parkland is still awaiting that OOTB solution but some other hospitals, like Children's here in Dallas, can customized Epic so that issues are sent from a Epic Help button straight to the team that supports that page in Epic. form my understanding their deployment had no changes in ServiceNow at all, just to provide a web services account.  If you have programming resources for Epic, I might be able to connect you with Childrens here to help them with the Epic coding.

[Paul Glenn]

Thank you for the information!  I did meet with JP from Children's last year (well before we were ready to start thinking about it this).  If you have another resource there I'd like to discuss what they've done - I hate to keep bugging JP.

[Drew Koerner]

Hi Paul,

Just to catch you up on your current options.  We recently hired a healthcare general manager as well as a product manager and engineering team dedicated to healthcare products.  They are getting up to speed on what we will build short and long term.  We've brought all of the current Epic integrations including the help button to the front of the list.  This will take some time though.

Also, we went through an the process last year to standardize how the button will be built with a customer in Wisconsin.  The path will be to leverage AppOrchard and the create of a Smart on FHIR secure URL to pass through 7-8 variables from the hyperspace client directly into ServiceNow.  Most of the work is actually on the ServiceNow side by design in order to keep the effort light on the Epic side.  Epic is aware of this path and is supportive of the way forward including eventually publishing instructions on UserWeb.

As far as your current options, while we look to build this out, we have enabled a few partners based on this model.  I'm also happy to jump on a call and walk you through some of the details in order to do this yourself.  It's a fairly simple process that many have chosen to take on while we build the OOTB solution.

Attached is a screen shot of the prototype we have in progress.  Feel free to reach out to me directly.

Drew

Drew Koerner

Healthcare CTO

drew.koerner@servicenow.com

[Paul Glenn]

Drew, many of us in the Healthcare arena applaud this news!  To see SN dedicate a team to developing for our environments certainly makes me feel better.  I look forward to hearing more about the roadmap you all are building.