Determining additional user profiles in Pre-Visit Management
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Summary of Determining additional user profiles in Pre-Visit Management
This content guides ServiceNow admins on how to assign user profiles within the Pre-Visit Management application to control access and responsibilities related to procedure request cases. It highlights the roles of agent connectors and contributors, their capabilities, and how to assign appropriate roles and group memberships to users for managing procedure requests effectively.
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Important: Starting with the Yokohama release, Pre-Visit Management is preparing for future deprecation. It will no longer be activated on new instances but will continue to be supported for existing users.
User Profiles and Roles
The Pre-Visit Management application offers two primary roles installed with the application:
- Agent Connector (snprevisit.agentconnector): Acts as a fulfiller who can create, update, and close procedure request cases and related tasks.
- Contributor (snprevisit.contributor): Acts as a requester who can create and read procedure request cases.
As an admin, you assign these roles by adding them (along with other relevant roles) to groups and then assigning those groups to users, ensuring users have the correct access level for their responsibilities.
Agent Connector Profile Example
An example agent connector profile is the Location Agent, who creates and fulfills procedure request cases within their business location. Key points include:
- Must be a member of the service organization (business location).
- Requires the Location Consumer Agent responsibility type.
- The service organization membership is tracked in the Service Organization Member [sncsmserviceorganizationmember] table.
- Assigned roles typically include snprevisit.agentconnector and sncustomerservice.svclocationconsumeragent.
Contributor Profile Examples
Contributor profiles vary based on the scope of patients and organizations they can serve. Examples include:
- Relationship Contributor: Can create procedure requests only for patients with whom a relationship exists. Requires relationship membership in the Consumer Team Member [sncustomerrelconsumertouserlist] table and the Relationship Manager responsibility. Assigned roles: snprevisit.contributor and sncustomerservice.relationshipcontributor.
- Patient Contributor: Can create procedure requests for any patient. Assigned roles: snprevisit.contributor and sncustomerservice.consumercontributor.
- Location Contributor: Can create procedure requests for patients within a specific service organization. Must be a member of that organization with the Location Contributor responsibility. Membership is tracked in the Service Organization Member [sncsmserviceorganizationmember] table. Assigned roles: snprevisit.contributor, sncustomerservice.serviceorganizationcontributor, and sncustomerservice.consumercontributor.
Practical Application for ServiceNow Customers
By understanding and applying these role assignments, ServiceNow customers can precisely control who can fulfill or request procedure cases in Pre-Visit Management. This role-based access ensures appropriate segregation of duties, compliance with organizational policies, and streamlined case management workflows.
Admins should manage role-to-group assignments carefully to align with their organizational structure and ensure users have the correct level of access based on their responsibilities and relationships to patients or service organizations.
You can determine who can act as an agent connector or contributor for procedure request cases in the Pre-Visit Management application.
Starting with the Yokohama release, Pre-Visit Management is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported.
For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
As a user with the admin role, you can create contributor and agent connector profiles with the desired level of access to procedure request cases, case tasks, and other case-related information.
The sn_previsit.contributor and sn_previsit.agent_connector roles installed with the Pre-Visit Management application provide the following user profiles:
Agent connector
An agent connector within the Pre-Visit Management application acts as a fulfiller who can create, update, and close procedure request cases and tasks.
As a user with the admin role, you can determine who can act as an agent connector for the procedure request cases by assigning the sn_previsit.agent_connector role and other agent-specific roles to a group, and then assigning the group to the user with the agent connector profile. To assign roles to a group, see Assign a role to a group.
The following table describes the location agent profile within the Pre-Visit Management application scope that you can refer to as an example for combining the sn_previsit.agent_connector role with the industry data model roles in the CSM application.
Profile |
Description |
Assigned roles |
|---|---|---|
Location agent |
Creates and fulfills procedure request cases in the agent's business location. Note: To
create procedure request cases for a service organization (business location), a user with
the location agent profile must be a member of the service organization and assigned the
Location Consumer Agent responsibility type. The mapping of a
service organization and its members is included in the Service Organization Member
[sn_csm_service_organization_member] table. |
sn_previsit.agent_connector and sn_customerservice.svc_location_consumer_agent |
Contributor
A contributor within the Pre-Visit Management application acts as a requester who can create and read procedure request cases.
As a user with the admin role, you can determine who can act as a contributor to the procedure request cases by assigning the sn_previsit.contributor role and other contributor roles to a group, and then assigning the group to the user with the contributor profile. To assign roles to a group, see Assign a role to a group.
The following table describes different contributor profiles within the Pre-Visit Management application scope that you can refer to as an example for combining the sn_previsit.contributor role with the contributor roles in the CSM application.
Profile |
Description |
Assigned roles |
|---|---|---|
Relationship contributor |
Creates procedure request cases for only those patients with whom a relationship is
established. For more information, see Create relationships. Note: To create procedure requests for a
patient, a user with the relationship contributor profile must have a relationship with
the patient included in the Consumer Team Member [sn_customer_rel_consumer_to_user_list]
table and the Relationship Manager responsibility type. |
sn_previsit.contributor and sn_customerservice.relationship_contributor |
Patient contributor |
Creates procedure request cases for any patients. |
sn_previsit.contributor and sn_customerservice.consumer_contributor |
Location contributor |
Creates procedure request cases for any patients in a particular service organization
(business location) with which the user is associated as a service organization
member. Note: To create procedure request cases for a service organization (business
location), a user with the location contributor profile must be a member of the service
organization and assigned the Location Contributor responsibility
type. The mapping of a service organization and its members is included in the Service
Organization Member [sn_csm_service_organization_member] table. |
sn_previsit.contributor, sn_customerservice.service_organization_contributor, and sn_customerservice.consumer_contributor |