Managing appointment bookings for procedure requests

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Manage appointments in the Pre-Visit Management application to confirm and schedule a procedure for a patient.

    Important:

    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.

    After a procedure request order is reviewed by a patient service representative in the Pre-Visit Management playbook, the Pre-Visit Management workflow triggers an appointment booking task for a procedure scheduler agent. A procedure scheduler agent is a user with the sn_previsit.patient_service_agent role and added to the Procedure scheduler assignment group.

    As a procedure scheduler agent, you perform the following tasks:

    1. Ensure that an appointment is booked for the procedure either by working directly with the patient or gathering the booked appointment details; for example, from a third-party scheduling system or an EMR system.
    2. Record the booked appointment details in your ServiceNow instance by using the Create appointment UI action available within the Pre-Visit Management application. For more information, see Book an appointment for a procedure request.
    Note:
    Only after the booked appointment details are entered by using the Create appointment UI action, the patient service representative can review the appointment details and mark the Review appointments activity of the Schedule procedure stage as complete in the Pre-Visit Management playbook. For more information, see Working on a procedure request case in Workspace.

    Book an appointment for a procedure request

    Book an appointment for a procedure request in the Workspace.

    Before you begin

    Important:

    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.

    Determine who can work on the appointment booking task for a procedure.

    Role required: sn_previsit.patient_service_agent added to the Procedure scheduler assignment group

    Procedure

    1. Open your Workspace by navigating to All > Pre-Visit Management > Workspace.
    2. Navigate to Lists > Book appointment tasks > My tasks.
    3. In the Number column of the My tasks list, click the link to the task number for which you want to book an appointment.
    4. Optional: Review the appointment booking request details on the Details tab.
    5. Click Create appointment.
    6. Fill in the details for the new appointment.
      You can discuss the appointment schedule with the patient beforehand to fill in the details of the appointment.
    7. Optional: Add an attachment related to the appointment by clicking Browse in the Attachments panel.
    8. Click Save.

    Result

    The appointment record is created and the appointment information is updated for the associated case in the Schedule procedure activity of the Pre-Visit Management playbook. A patient service representative can then review the appointment and mark the Review appointments task as complete. For more information, see Working on a procedure request case in Workspace.