---
sourceDocument: Australia Healthcare and Life Sciences
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/healthcare-life-sciences

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# IT service request workflow scenario

# IT service request workflow scenario {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Use the EMR Help application to integrate a ServiceNow instance with an EMR system and resolve IT service requests
submitted by clinicians.

Scenario: An EMR system is integrated with a ServiceNow instance
using the EMR Help application. As a result of this integration, a Help form is
available within the EMR system to enable clinicians to submit IT service requests as
incidents on the ServiceNow instance.

The following graphic shows how an IT agent resolves the clinician issue discussed in the
scenario.
Abbildung : 1. Using the EMR Help application to resolve the clinician issue

The following workflow steps elaborate how an IT agent resolves a typical clinician issue:

1. When viewing the details of a patient in the EMR system, a clinician finds that the patient record isn't loading correctly.
2. The clinician requests an IT service using the Help form available within the EMR system.
3. After the clinician submits the request, an incident record for the service request is created on the ServiceNow instance and assigned to an IT agent.
4. The EMR session details such as patient ID and clinician role are obtained from the EMR system and added to the incident record automatically. Using this additional information, the IT agent quickly finds out that the clinician is missing appropriate access in the EMR system.
5. The IT agent fixes the access issue for the clinician and resolves the incident.
6. The clinician verifies that the patient record is now displayed in the EMR system.
{#emr-help-scenario__ol_fhc_dkt_snb}
**Zugehörige Konzepte**   

* [Exploring EMR Help](https://servicenow-prod.fluidtopics.net/l2~8Ir6hSY9yVHFzKHjZtA "Learn more about the available features offered by EMR Help to help create a seamless experience for your clinicians to raise requests from an external EMR system.")
* [Configuring EMR Help](https://servicenow-prod.fluidtopics.net/g6PqMmfs9vamV~cs~ZRqqw "Set up the EMR Help application to address different types of clinician issues submitted from an EMR system.")
* [Submitting ServiceNow IT service requests from EMR systems](https://servicenow-prod.fluidtopics.net/hbjCoiqqEmSMt5mIOEwruQ "Report any issues with your EMR system by submitting ServiceNow IT service requests.")
* [Viewing and resolving ServiceNow IT service requests submitted from EMR systems](https://servicenow-prod.fluidtopics.net/r6pA9bzEW5dEevQ0D2KUCw#emr-help-issues-resolve "Work on task records that are automatically created when clinicians submit ServiceNow IT service requests from an EMR system.")