Configuring EMR Help

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Configuring EMR Help

    The EMR Help application integrates ServiceNow with electronic medical record (EMR) systems to manage clinician issues efficiently. Hospital staff can submit service requests directly from the EMR system, triggering automatic incident creation in ServiceNow. Key EMR variables such as workstation ID, patient details, and clinician information are captured and stored in a dedicated data table to provide fulfillers with critical context for effective issue resolution.

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    Key Configuration Steps

    • Install EMR Help: Deploy the application to enable integration between ServiceNow and your EMR system.
    • Configure Data Tables: Review and customize the EMR Incident Data table ([snindrmthelpincidentdata]) to ensure it includes columns for all necessary EMR system variables. If needed, create a new table extending the Remote Request Data table.
    • Set Request Parameters and Definitions: Define remote request parameters for your EMR system and map them to the data table columns. Create or modify request definitions to support IT service requests originating from the EMR.
    • Assign User Roles: Control access to EMR Help features and data by assigning appropriate roles to users.
    • Configure Healthcare Case Types: Customize healthcare case types based on the base case type ([snhclscase]) to fulfill service requests submitted via the EMR Help portal.
    • Enable Digest Token Authentication: Set up single sign-on with Epic using digest token authentication for seamless user access.
    • Support iFrame Integration: Configure EMR Help to launch within an iframe inside Epic Hyperspace and Hyperdrive environments.
    • Configure EMR Session Info Sidebar: Customize contextual sidebar fields in Workspace to display relevant EMR session information.
    • Set Up the EMR Help Service Portal: Provide a dedicated portal for submitting IT service requests from the EMR system.
    • Manage Service Request Fulfillment: Use either the dedicated service portal or system support modules to handle requests efficiently.
    • Optional Security Enhancements: Implement encryption for sensitive fields and attachments to protect EMR data.
    • Optional Customization: Use scripted extension points to customize URL and REST API task parameters for your EMR system integration.

    What You Can Expect

    By configuring EMR Help, ServiceNow customers can streamline incident creation from EMR systems, enrich requests with critical clinical context, and enable faster, more accurate IT support for healthcare staff. The application supports secure, role-based access and integrates smoothly with Epic environments, improving clinician satisfaction and operational efficiency.

    Set up the EMR Help application to address different types of clinician issues submitted from an EMR system.

    Configuration overview

    Configuring EMR Help involves installing the application, then setting up user access and data.

    Hospital staff using the EMR system often encounter various challenges. In the event of an issue, they can initiate a service request directly from within the EMR system. Once a service request is created, the system automatically generates an incident in their ServiceNow instance.

    EMR Help configuration.

    Simultaneously, relevant EMR variables, such as workstation ID, patient details, clinician information, and the specific screen involved, are fetched from the EMR system and stored in a dedicated table within the EMR Help application. This additional information enhances the service request, providing fulfillers with crucial details for effective troubleshooting.

    Additional configuration information