Components installed with Healthcare and Life Sciences Service Management Core

Release version: Washingtondc

Updated February 1, 2024

16 minutes to read

Several types of components are installed with installation of the Healthcare and Life Sciences Service Management Core application, including user roles, tables, plugins, ServiceNow Store applications, and business rules.

Note:

The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Demo data is available for this feature.

Roles installed

Table 1. Healthcare and Life Sciences Service Management Core roles
Role	Description	Contains roles
sn_hcls.admin	Administers who can access sensitive data by restricting how users acquire roles in the Healthcare and Life Sciences applications.	decision_table_admin sn_doc.admin sn_hcls.manager sn_previsit.admin
sn_hcls.case_task_viewer	Grants access to view tasks associated with healthcare cases.	None
sn_hcls.case_viewer	Grants access to view healthcare cases.	None
sn_hcls.clinical_data_viewer	Views details of the clinical data such as immunization and procedure.	None
sn_hcls.clinical_data_writer	Edits details of the clinical data such as immunization and procedure.	sn_hcls.clinical_data_viewer
sn_hcls.consumer_agent	Creates, views, and edits healthcare cases and works with consumers to resolve cases.	sn_hcls.healthcare_agent sn_customerservice.consumer_agent
sn_hcls.customerservice_agent	Creates healthcare cases for an account and contact as a customer service agent.	sn_hcls.healthcare_agent sn_customerservice_agent
sn_hcls.data_access_user	Grants data access rights to the users who need dedicated access to certain sensitive healthcare data.	sn_hcls.clinical_data_viewer sn_hcls.foundation_data_viewer sn_hcls.patient_data_viewer sn_hcls.practitioner_data_viewer sn_hcls.health_insurance_data_viewer sn_hcls.revenue_cycle_data_viewer
sn_hcls.device_data_viewer	Views details of the device.	None
sn_hcls.device_data_writer	Creates, deletes, and updates the device data.	sn_hcls.device_data_viewer
sn_hcls.employee_patient	Grants access to the users with the snc_internal role to healthcare data and healthcare cases when authorized to view them.	sn_customerservice.self_contributor sn_vaccine_sm.user sn_hcls.data_access_user
sn_hcls.foundation_data_viewer	Views details of the foundation data such as organization and healthcare location.	None
sn_hcls.foundation_data_writer	Edits details of the foundation data such as organization and healthcare location.	sn_hcls.foundation_data_viewer
sn_hcls.healthcare_agent	Accesses and views healthcare data related to patients as a contact center agent. Can view and edit the CSM Households table, Member Plan table, Pre-authorization Request table, and all clinical tables. Can create household members and pre-auth requests.	canvas_user sn_customerservice.csm_workspace_user sn_customerservice.customer_data_viewer sn_hcls.clinical_data_viewer sn_hcls.foundation_data_viewer sn_hcls.health_insurance_data_viewer sn_hcls.patient_data_viewer sn_hcls.practitioner_data_viewer sn_hcls.report_viewer sn_hcls.revenue_cycle_data_viewer
sn_hcls.health_insurance_data_viewer	Views details of the health insurance data such as member plan and payer plan.	None
sn_hcls.health_insurance_data_writer	Edits details of the health insurance data such as member plan and payer plan.	health_insurance_data_viewer
sn_hcls.manager	Manages who can perform create, read, update, and delete (CRUD) operations on healthcare objects within a ServiceNow instance. In addition, creates and manages accounts, contact, account relationships, contact relationships, and account consumer relationships.	canvas_user model_manager sn_customerservice.csm_workspace_user sn_customerservice.customer_data_viewer sn_hcls.clinical_data_writer sn_hcls.foundation_data_writer sn_hcls.health_insurance_data_writer sn_hcls.patient_data_writer sn_hcls.practitioner_data_writer sn_hcls.report_viewer sn_hcls.revenue_cycle_data_writer sn_previsit.patient_service_agent
sn_hcls.patient	Views own records including healthcare cases, addresses, patient data, and clinical data as a patient. Also, views the records of other patients including their addresses for whom they are the authorized representative. Adds comments to their healthcare cases and for whom they are the authorized representative. Views their household members, if any. Household members and addresses associated with a patient are maintained by using the Household Member [csm_household_member] and Location [cmn_location] tables, respectively. For more information about household members and their relationships, see Industry data model households. Location is associated with the foundation domain in the Common Service Data Model (CSDM).	sn_customerservice.consumer sn_hcls.clinical_data_viewer sn_hcls.foundation_data_viewer sn_hcls.health_insurance_data_viewer sn_hcls.patient_data_viewer sn_hcls.practitioner_data_viewer sn_hcls.revenue_cycle_data_viewer
sn_hcls.patient_data_viewer	Views details of the patient data such as patient and policy consent.	None
sn_hcls.patient_data_writer	Edits details of the patient data such as patient and policy consent.	sn_hcls.patient_data_viewer
sn_hcls.practitioner	Accesses and views healthcare data related to patients as a healthcare practitioner (a triage nurse or clinical coordinator). Creates Medication Prescriptions. Creates Immunizations.	sn_customerservice.customer_data_viewer sn_hcls.clinical_data_viewer sn_hcls.foundation_data_viewer sn_hcls.health_insurance_data_viewer sn_hcls.patient_data_viewer sn_hcls.practitioner_data_viewer sn_hcls.report_viewer sn_hcls.revenue_cycle_data_viewer
sn_hcls.practitioner_data_viewer	Views details of the practitioner data such as practitioner and practitioner facility.	None
sn_hcls.practitioner_data_writer	Edits details of the practitioner data such as practitioner and practitioner facility.	sn_hcls.practitioner_data_viewer
sn_hcls.report_viewer	Views reports generated from tables for which they have access as agents or managers.	None
sn_hcls.revenue_cycle_data_viewer	Views details of the revenue cycle data such as claims.	None
sn_hcls.revenue_cycle_data_writer	Edits details of the revenue cycle data such as claims.	sn_hcls.revenue_cycle_data_viewer

Tables installed

Table 2. Healthcare and Life Sciences Service Management Core application tables
Table	Description
Allergy intolerance [sn_hcls_allergy]	Stores the information about a clinical assessment of an allergy or intolerance; a propensity, or a potential risk to an individual, to have an adverse reaction on future exposure to the specified substance, or class of substance.
Appointment [sn_hcls_appointment]	Stores the appointment booking details for a patient in your healthcare organization.
Appointment participant [sn_hcls_appointment_participant]	Stores the participant details of an appointment.
Attribute [sn_hcls_characteristic_attribute]	Stores the characteristics options associated with a program or program service selected by a patient when submitting a healthcare request.
Book appointment [sn_hcls_book_appt_task]	Stores the task details for booking an appointment associated with a healthcare case or its extended case types.
Claim diagnosis [sn_hcls_claim_diagnosis]	Stores diagnosis information for claims.
Claim header [sn_hcls_claim_header]	Stores the details of the main claim submitted on behalf of a patient to a payer organization.
Claim line [sn_hcls_claim_line]	Stores the details of the items pertaining to a claim header.
Medical device install base item [sn_hcls_medical_device_install_base_item]	Stores the details of medical devices as install base items.
Condition [sn_hcls_condition]	Stores the information about a condition, problem, diagnosis, or other event, situation, issue, or clinical concept that has risen to a level of concern.
Dosage definition [sn_hcls_dosage_definition]	Models the Dosage specification [sn_hcls_dosage_specification] table for use as a request definition parameter.
Dosage specification [sn_hcls_dosage_specification]	Stores the information about medication product dosage associated with a program.
Dosage variable [sn_hcls_dosage_variable]	Stores the variables configured for a dosage specification displayed on the Medication Prescription form of a Healthcare and Life Sciences Service Management application.
Encounter [sn_hcls_encounter]	Stores the information about an interaction between a patient and healthcare providers for providing healthcare services or assessing the health status of a patient.
Enrolled Program [sn_hcls_enrolled_program]	Stores the programs that a patient has been enrolled into
Enrolled Program Service [sn_hcls_enrolled_program_service]	Stores the program services provided to a patient as part of a program enrollment process.
Healthcare case [sn_hcls_case]	Stores healthcare-related cases. Note: The Healthcare case [sn_hcls_case] table is an abstract table and is extendable.
Healthcare code set [sn_hcls_code_set]	Stores the details of code sets available in your ServiceNow instance.
Healthcare location [sn_hcls_location]	Stores details of the location associated with your healthcare organization.
Healthcare organization [sn_hcls_organization]	Stores the details of a healthcare organization in your ServiceNow instance.
Healthcare Task [sn_hcls_task]	Stores the details of the task associated with a healthcare case or a patient in your healthcare organization. Note: The Healthcare Task [sn_hcls_task] is an abstract table and is extendable.
Immunization [sn_hcls_immunization]	Stores the information about an event of a patient being administered a vaccine or a record of an immunization as reported by a patient, a clinician, or another party.
Medication [sn_hcls_medication]	Stores the information about a medication for the purposes of prescribing, dispensing, and administering a medication as well as for making statements about medication use.
Medication Prescription [sn_hcls_medication_prescription]	Stores the information about prescriptions ordered for a patient.
Member Plan [sn_hcls_member_plan]	Stores the details of a health insurance plan associated with a patient.
Observation [sn_hcls_observation]	Stores the information about measurements and simple assertions made about a patient.
Patient [sn_hcls_patient]	Stores the details of a patient in your healthcare organization.
Policy [sn_hcls_policy]	Stores the details of a policy shared with patients in the Healthcare and Life Sciences applications.
Policy consent [sn_hcls_policy_consent]	Stores the details of a consent accepted by a patient or a household member on behalf of the patient.
Practitioner [sn_hcls_practitioner]	Stores the details of a practitioner in your healthcare organization.
Practitioner location [sn_hcls_practitioner_facility]	Stores the details of the location at which a practitioner provides healthcare services.
Practitioner location specialty [sn_hcls_pract_location_specialty]	Stores the details about types of services that a practitioner can provide for an organization at a specific location.
Practitioner specialty [sn_hcls_practitioner_specialty]	Stores the association details of a specialty with a practitioner.
Pre-authorization diagnosis [sn_hcls_pre_auth_diagnosis]	Stores diagnosis information pertaining to a pre-authorization for healthcare services.
Pre-authorization item [sn_hcls_pre_auth_item]	Stores the details of items pertaining to a pre-authorization request for healthcare services.
Pre-authorization request [sn_hcls_pre_auth_header]	Stores the authorization request details for a healthcare service provided by a payer organization.
Procedure [sn_hcls_procedure]	Stores the information about an action that is or was performed on or for a patient. An action can be a physical intervention like an operation, or less invasive like long-term services, counseling, or hypnotherapy.
Program [sn_hcls_program]	Stores the programs offered by healthcare organizations.
Program relationship [sn_hcls_program_relationship]	Stores the association details between a program and program service.
Program service [sn_hcls_program_service]	Stores the program services associated with a program.
Source system [sn_hcls_source_system]	Stores the source and destination IDs of an external healthcare system in your ServiceNow instance.
Update insurance information [sn_hcls_insurance_info_task]	Stores the task details for updating the insurance information of a patient in your healthcare organization.

Plugins installed

Table 3. Healthcare and Life Sciences Service Management Core plugins
Plugin	Description
Encryption Support plugin (com.glide.encryption)	Encrypts table columns and attachments associated with an EMR system in the Healthcare and Life Sciences applications.
Business Location plugin (com.snc.business_location)	Enables you to create an organizational structure that includes Healthcare locations.
Customer Service Install Base Management plugin (com.snc.install_base)	Captures the install base for a customer by creating sold products, install base items, and installed products to enable customer service agents to easily trace issues back to the right product, instances of that product, and other entities that might impact their functioning.
PDF Generator plugin (com.snc.pdf_generator)	Provides a tool to generate PDF documents.The Human Resources application uses this with various documents.
External User Registration (com.sn_external_user_register)	Enables external users to register to a ServiceNow app through Service Portal.
Customer Service Case Types (com.snc.csm_case_types)	Enables customers to manage complex case processes by defining new case types. A case type represents an individual business process and is a collection of diverse inputs and tasks that an agent performs to resolve customer requests.
Customer Service Household plugin (com.snc.household)	Enables you to create households, define the members of a household, and identify relationships between household members.
CSM Contributor User plugin (com.snc.csm_contributor_user)	Allows you to enable contributors to report and collaborate on cases created for customers, service organizations, or themselves.

ServiceNow Store applications installed

Table 4. Healthcare and Life Sciences Service Management Core Store application installed
App	Description
Document Templates (sn_doc)	Enables document generation to streamline the process of filling, signing, and reviewing documents.
Playbooks for Customer Service Management (sn_csm_playbook)	Enables the CSM Configurable Workspace playbook experience.
Product Catalog Management Core (sn_prd_pm)	Includes the base product catalog data model and functionality to define product, services, and resource specifications, and product offerings based on those specifications
Industry Core (com.sn_ind)	Includes common objects, code artifacts, and request definitions for industry vertical applications.
CIWF UI Components (sn_ciwf_ui_cmpnt)	Includes common themes, widgets, and code artifacts for customer and industry workflow applications.
CMDB CI Class Models (sn_cmdb_ci_class)	Includes class models for medical devices that extend the CMDB class hierarchy, including class descriptions, identification rules, identifier entries, and dependent relationships, if applicable.

Scheduled jobs installed

Table 5. Healthcare and Life Sciences Service Management Core scheduled jobs installed
Scheduled job	Description
Set inactive status for expired policy consents	Sets the status of policy consents to inactive when the policy validity duration has expired.

Business rules installed

Table 6. Healthcare and Life Sciences Service Management Core business rules installed
Business rule	Table	Rule criteria	Description
Add/Update member plan	Update insurance information [sn_hcls_insurance_info_task]	After update	Updates the member plan when the payment type is set to insurance.
Autofill name	Practitioner [sn_hcls_practitioner]	Before insert and update	Fills the Name field value from the prefix, given name, family name, or suffix field when the Name field in the Practitioner [sn_hcls_practitioner] table is not set.
Clear insurance if patient opts self pay	Update insurance information [sn_hcls_insurance_info_task]	Before update	Updates the payer field when the payment type is set to self-pay.
Create consumer for patient if not set	Patient [sn_hcls_patient]	After insert	Creates the consumer record after a patient is created and sets the Consumer field from the patient record and associates the consumer with the patient.
Create dosage definition	Dosage specification [sn_hcls_dosage_specification]	Before insert and update	Creates a dosage definition for a dosage specification.
Create dosage variables	Dosage specification [sn_hcls_dosage_specification]	Before insert and update	Creates dosage variables for specification characteristics.
Patient access to allergy table	Allergy intolerance [sn_hcls_allergy]	Before query	Runs the `Allergies - authorized to view` before query when a patient queries the Allergy intolerance [sn_hcls_allergy] table in the list or form view.
Patient access to appointment table	Appointment [sn_hcls_appointment]	Before query	Runs the `Allergies - authorized to view` before query when a patient queries the Allergy intolerance [sn_hcls_allergy] table in the list or form view.
Patient access to case table	Healthcare case [sn_hcls_case]	Before query	Runs the `Healthcare cases - authorized to view` before query when a patient queries the Healthcare case [sn_hcls_case] table in the list or form view.
Patient access to claim header table	Claim header [sn_hcls_claim_header]	Before query	Runs the `Claim headers - authorized to view` before query when a patient queries the Claim header [sn_hcls_claim_header] table in the list or form view.
Patient access to claim line table	Claim line [sn_hcls_claim_line]	Before query	Runs the `Claim lines - authorized to view` before query when a patient queries the Claim line [sn_hcls_claim_line] table in the list or form view.
Patient access to condition table	Condition [sn_hcls_condition]	Before query	Runs the `Conditions - authorized to view` before query when a patient queries the Condition [sn_hcls_condition] table in the list or form view.
Patient access to encounter table	Encounter [sn_hcls_encounter]	Before query	Runs the `Encounters - authorized to view` before query when a patient queries the Encounter [sn_hcls_encounter] table in the list or form view.
Patient access to Immunization table	Immunization [sn_hcls_immunization]	Before query	Runs the `Immunization - authorized to view` before query when a patient queries the Immunization [sn_hcls_immunization] table in the list or form view.
Patient access to Medication table	Medication [sn_hcls_medication]	Before query	Runs the `Medication - authorized to view` before query when a patient queries the Medication [sn_hcls_medication] table in the list or form view.
Patient access to Member Plan table	Member Plan [sn_hcls_member_plan]	Before query	Runs the `Member Plan - authorized to view` before query when a patient queries the Member Plan [sn_hcls_member_plan] table in the list or form view.
Patient access to observation table	Observation [sn_hcls_observation]	Before query	Runs the `Observations - authorized to view` before query when a patient queries the Observation [sn_hcls_observation] table in the list or form view.
Patient access to patient table	Patient [sn_hcls_patient]	Before query	Runs the `Patients - represented by me` before query when a patient queries the Patient [sn_hcls_patient] table in the list or form view.
Patient access to procedure table	Procedure [sn_hcls_procedure]	Before query	Runs the `Procedures - authorized to view` before query when a patient queries the Procedure [sn_hcls_procedure] table in the list or form view.
Populate duration	Encounter [sn_hcls_encounter]	Before insert and update	Calculates and sets the duration of the encounter from the start_time and end_time values of the Encounter [sn_hcls_encounter] table.
Populate managing org field	Location [sn_hcls_location]	Before insert and update	Sets the managing organization from the parent location, if it is not already set.
Populate Name	Patient [sn_hcls_patient]	Before insert and update	Fills the Name field value from the prefix, given name, family name, or suffix field when the Name field in the Patient [sn_hcls_patient] table is not set.
populate primary member plan	Update insurance information [sn_hcls_insurance_info_task]	Before insert	Populates the member plan information from the Primary member plan field of the Update insurance information [sn_hcls_insurance_info_task] table.
Populate valid until from validity dur	Policy consent [sn_hcls_policy_consent]	Before insert and update	Sets the valid until value for a policy consent based on the date when the consent was given and the validity duration of the policy.
Practitioner NPI is unique	Practitioner [sn_hcls_practitioner]	Before insert and update	Aborts the insert or update operation in case of duplicate Practitioner ID or NPI field value.
Set consumer in healthcare case	Healthcare case [sn_hcls_case]	Before insert and update	Sets the Consumer field in the Healthcare case [sn_hcls_case] to a patient associated with the case when a healthcare case is created or updated.
Set consumer in healthcare sold product	Healthcare sold product [sn_hcls_sold_product]	Before insert and update	Sets the Consumer field in the Healthcare sold product [sn_hcls_sold_product] table to the patient’s consumer name.
Set Date Enrolled	Enrolled program service [sn_hcls_enrolled_program_service]	Before update	Sets the Date enrolled field value to the current date and time when the enrolled program service state changes to Enrolled.
Set Date Enrolled	Enrolled program [sn_hcls_enrolled_program]	Before update	Sets the Date enrolled field value to the current date and time when the enrolled program state changes to Enrolled.
Set Date Fulfilled	Enrolled program service [sn_hcls_enrolled_program_service]	Before update	Sets the Date fulfilled field value to the current date and time when the enrolled program service state changes to Fulfilled.
Set dosage details from variables	Medication Prescription [sn_hcls_medication_prescription]	Before insert and update	Copies variable values from a dosage characteristic on a medication prescription to the actual field on the dosage details on the medication prescription as mapped by the DosageCharacteristicsMapper script include.
Set display name	Medication product model [sn_hcls_medication_product]	Before insert and update	Sets the display name of a medication product to the product model name appended with the Form code.
Set managing org to location's org	Practitioner location [sn_hcls_practitioner_facility]	Before insert and update	Sets the Organization field in the Service Organization [sn_customer_service_organization] table to the location’s managing organization.
Set patient self pay	Update insurance information [sn_hcls_insurance_info_task]	After update	Sets the Patient self pay, Insurance verified, andPre-authorization completed field values to `true` when the case state changes to Closed complete and the payment type is selected as Self pay.
Set policy consents inactive by policy	Patient [sn_hcls_patient]	After update	Sets the policy consent record to inactive when the status of a policy is updated to inactive.
Set user from practitioner user	Practitioner location [sn_hcls_practitioner_facility]	Before insert	Sets the User field in the Service Organization Member [sn_csm_service_organization_member] table to the practitioner’s User field.
Trigger document flow for HC case	Healthcare case [sn_hcls_case]	After insert and update	Evaluates all document decisions that have the case reference configured as input and when the decision conditions are satisfied, initiates the document workflow for the associated document template.
Update consumer info from patient	Patient [sn_hcls_patient]	After update	Sets the Phone number and Email fields in the consumer record from the associated patient record.
Update docs generated	Attachment [sys_attachment]	After insert	Updates the Documents generated field in the Healthcare case [sn_hcls_case] table with the name of the documents that are generated or attached.
Update fields with dosage specification	Medication Prescription [sn_hcls_medication_prescription]	Before insert and update	Updates the primary, secondary, and tertiary diagnosis field values from a dosage specification on a medication prescription.
Update patient on policy consent	Patient [sn_hcls_patient]	After insert	Updates the patient name in the policy consent record for a newly created patient record.
Validate unique doc template for policy	Policy [sn_hcls_policy]	Before insert and update	Validates that only one active policy is associated with a document template.
Validate and set patient	Healthcare Task [sn_hcls_task]	Before insert	Sets the patient value on the Healthcare Task [sn_hcls_task] table.
Validate and set SSN	Patient [sn_hcls_patient]	Before insert and update	Validates that only the last four digits are set in the Social security number field in the Patient [sn_hcls_patient] table and prepends with `* - ` to set the value in the database.
Validate relation and update subscriber	Member Plan [sn_hcls_member_plan]	Before insert and update	Sets subscriber to the patient if the relationship is set to Self. Validates the relationship field value if the subscriber is set.

Note:

To learn about before query business rules, see Before Query business rules.