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

[Jeff Heffner]

I realize this is a year later but we're looking to do this now and running into roadblocks. 

Drew,

Do you know if there is currently any way to allow connections from Epic as a trusted source without a true user login? Something like a certificate-based key exchange where Epic passes the Epic user sign-on or a generic service account embedded in the link used to authenticate the user? We do not want our users to have to login as themselves to access Service Now. Is this even possible now? Our vendor is telling us it isn't possible but without it I'm not sure we can move forward with this integration.

Thanks,

Jeff Heffner

jheffner@ochsner.org

[Community Alums]

Hi Paul,

I have worked with the Get Help function by having them send a notification to the ServiceNow Instance and then setting up an Inbound email action. From what I recall, there wasn't much options aside from email for the Get Help at the time we did that.

I have however also worked on setting up a SOAP integration with Epic to setup users for Haiku/Canto from a ServiceNow catalog item by making a SOAP call to Epic.

Matt Hedtke

mhedtke@aeritae.com

[Paul Glenn]

Matt, the inbound action is what I've seen others do in the examples I've found.  Louie Gomez discussed it in the thread from last year. SOAP is certainly more desirable if possible.  My main issue is I know zero about the Epic platform and just don't know what they allow.

Paul

[michaelslabodni]

This is a really great use case.

From what Drew described we have a customer in Wisconsin that's working towards creating a solution that can then be shared to the community. The architecture includes taking advantage of Epic's ability to launch a frame that can then call a ServiceNow Service Portal with information for the clinical staff. As part of the solution it includes passing data from Epic into ServiceNow to be captured. As we want to ensure there aren't any HIPAA violations the architecture includes making it configurable to be specific as to what session information is sent over (clinician, view, workstation ID, etc.), and then that information itself can also be encrypted to ensure security. The ultimate idea that the customer wants to get to is to capture enough information from the session that the clinician doesn't have to add in details, especially when it comes to wanting to spend time treating patients and not describing IT issues. Also, it would give a portal within Epic for a clinician to interact with IT to check statuses, use virtual agent, etc. As most of the configuration would be on the Service Portal side, the customer is looking to take advantage of ServiceNow's flexibility to adjust the portal for their own needs.

The really comes to be two components - part of Epic to be configured to send the data, and the ServiceNow part to make that configurable within the portal. If you do reach out to Drew I'm sure he'll include me so we can demonstrate how it functions on our side to provide a configurable and secure method of integrating the systems.

Cheers,

Michael Slabodnick

michael.slabodnick@servicenow.com

[michaelslabodni]

To give a brief update - the previously mentioned customer has scheduled to build their integration near the mid/end of August. Things got pushed back due to COVID but they're now back on track to move forward. Very exciting!