Viewing and resolving ServiceNow IT service requests submitted from EMR systems

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • Work on task records that are automatically created when clinicians submit ServiceNow IT service requests from an EMR system.

    Ensure that an administrator has added the EMR Incident Data related list to the Incident form. For more information, see Configuring the form layout.

    Incidents are the task type configured by default with the EMR Help application.

    You can use the EMR Help module or the Incident module to access incidents submitted from an EMR system.

    View and resolve an EMR incident from the Incident module

    Work on ServiceNow IT service requests submitted by clinicians using the Incident module.

    Vorbereitungen

    Role required: itil and sn_ind_rmt_help.viewer

    Prozedur

    1. Navigate to All > Incident > Open.
    2. On the Incidents list, search for the EMR incident that you want to work on.
    3. In the Number column, click the link to the EMR Incident.
    4. In the EMR Incident Data related list of the incident form, view the information from the EMR system.
      Hinweis:
      Your administrator might need to configure the form to add the EMR Incident Data related list. You can view data in this related list only when you have the sn_ind_rmt_help.viewer role in addition to the itil role. If you do not have the required roles, the EMR Incident Data related list appears empty.
    5. Resolve and close the incident.
      1. Select the Resolution Information tab.
      2. On the form, fill in the fields.
        Tabelle : 1. Resolution Information fields

        Field

        Description

        Knowledge

        Option for generating a knowledge article with the information from the incident.

        Resolved by

        User who resolved the issue and the date and time the incident was closed.

        Resolved

        Date and time when the incident was resolved.

        Resolution code

        Information to categorize resolved cases.

        Resolution notes

        Notes on how an incident was resolved.
      3. Click Resolve.
      4. Wahlweise: Close the incident by clicking Close Incident.

    View and resolve an EMR incident from the EMR Help module

    Work on ServiceNow IT service requests submitted by clinicians using the EMR Help module.

    Vorbereitungen

    Role required: itil and sn_ind_rmt_help.viewer

    Prozedur

    1. Navigate to All > EMR Help > EMR Incidents > My Open.
    2. On the EMR Incidents list, search for the EMR incident that you want to work on.
    3. In the Number column, click the link to the EMR Incident.
    4. In the EMR Incident Data related list of the incident form, view the information from the EMR system.
      Hinweis:
      Your administrator might need to configure the form to add the EMR Incident Data related list. You can view data in this related list only when you have the sn_ind_rmt_help.viewer role in addition to the itil role. Else, the EMR Incident Data related list appears empty.
    5. Resolve and close the incident.
      1. Select the Resolution Information tab.
      2. On the form, fill in the fields.
        Tabelle : 2. Resolution Information fields

        Field

        Description

        Knowledge

        Option for generating a knowledge article with the information from the incident.

        Resolved by

        User who resolved the issue and the date and time the incident was closed.

        Resolved

        Date and time when the incident was resolved.

        Resolution code

        Information to categorize resolved cases.

        Resolution notes

        Notes on how an incident was resolved.
      3. Click Resolve.
      4. Wahlweise: Close the incident by clicking Close Incident.