--- sourceDocument: Yokohama Healthcare and Life Sciences sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/healthcare-life-sciences Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Healthcare and Life Sciences ft:clusterId : - hcls bundleId : - hcls workflow : - Customer and Industry --- # Configuring EMR Help # Configuring EMR Help {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## 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. Show full answer Show less ## 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__section_llt_24q_hcc} 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. 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. * [Install EMR Help](https://servicenow-prod.fluidtopics.net/AEF6e2vxV8vy5DWDNoVx5g "You can install the EMR Help application (sn_ind_rmt_help) if you have the admin role. The application includes demo data."). Install the EMR Help application to integrate your ServiceNow instance with an EMR system. * [Configure the data table for a request type](https://servicenow-prod.fluidtopics.net/gAYVk~MHwD5bgfGrDq4eog "Review the data table associated with a request, such as the EMR Request Data [sn_ind_rmt_help_incident_data] table, and make sure that the table has columns to store each system variable that you're planning to fetch from an EMR system."). Review the data table associated with an IT request, such as the EMR Incident Data \[sn_ind_rmt_help_incident_data\] table. Then, make sure that the table has columns to store each system variable that you're planning to fetch from an EMR system. Add new columns corresponding to the system variables that don't exist in the table. If a data table for an IT request doesn't exist, create another data table by extending the Remote Request Data \[sn_ind_rmt_help_request_data\] table. For more information, see [EMR Help data model](https://servicenow-prod.fluidtopics.net/NjOEdr1~KUSMXaVwI1fTpQ "The EMR Help data model enables clinicians to submit service requests on your ServiceNow instance from an EMR system."). * [Configure request parameters for EMR systems](https://servicenow-prod.fluidtopics.net/doyH81E2GUWNxMaTK1ciRg "Define parameters to include EMR variables from an EMR system in a ServiceNow service request."). Configure the remote request parameters for an EMR system. * [Configure request definitions for EMR systems](https://servicenow-prod.fluidtopics.net/FS~KMG7dx7iNqkjQvj6EQQ "Create or modify request definitions to accept service requests from an EMR system on your ServiceNow instance."). Create or modify request definitions to support IT service requests from an EMR system. In addition, map the remote request parameters with the columns of the request data table associated with your task. * [Assign roles for EMR Help users](https://servicenow-prod.fluidtopics.net/VONpuyxBeOWE_dsdPNOW0w "Assign roles to control access to features, capabilities, and data in the EMR Help application."). Assign roles to control access to features, capabilities, and data in the EMR Help application. * [Configure healthcare case types for EMR Help](https://servicenow-prod.fluidtopics.net/sneEj3UR82telUm2u40SKw "Configure healthcare case types for EMR Help to fulfill service requests made from the EMR Help portal."). Configure healthcare case types for EMR Help in to fulfill service requests made from the EMR Help portal. The base healthcare case type \[sn_hcls_case\] is an abstract case type that provides a foundation to extend from when building your own healthcare case types. * [Configure digest token authentication for EMR Help](https://servicenow-prod.fluidtopics.net/_LnN426aVic3KopkeFBXaQ "Configure ServiceNow single sign-on with Epic utilizing digest token authentication."). Configure ServiceNow single sign-on with Epic utilizing digest token authentication. * [Configure iFrame support for EMR Help in ServiceNow](https://servicenow-prod.fluidtopics.net/siqE5wOBvSWTCuTcfXEH0w "Configure EMR Help to launch within a frame in Epic Hyperspace and Hyperdrive.") Configure EMR Help to launch within a frame in Epic Hyperspace and Hyperdrive. * [Configure the EMR session info contextual sidebar](https://servicenow-prod.fluidtopics.net/0DYSWI~DWtENgXwZwC9NIw "Configure the EMR session info contextual sidebar in Workspace to manage the fields that display there."). Configure the EMR session info contextual sidebar in Workspace to manage the fields that display there. * [Configuring the EMR Help service portal](https://servicenow-prod.fluidtopics.net/f8hvjnjoxM~QlQfAgVab1A "The EMR Help service portal enables users to submit ServiceNow IT service requests from within their EMR system."). As an administrator, you can set up the EMR Help service portal for submitting IT service requests from an EMR system. * [Set up the IT service request fulfillment process](https://servicenow-prod.fluidtopics.net/wpHpyD1ohwrEaJeQX2Ijtg#emr-help-remote-req-fulfillment "Manage ServiceNow IT service requests from your EMR system by using either a system support module or a dedicated service portal.") Manage IT service requests submitted from your EMR system by using either a dedicated service portal or a system support module. * (Optional) [Implement encryption in EMR Help](https://servicenow-prod.fluidtopics.net/G1SLeEdORBRbQmQjxZ3OJQ "EMR Help provides encryption support to secure sensitive information."). Encrypt fields, attachments, or both to secure your EMR system data. * (Optional) [Customize the URL and REST API task parameters for EMR systems](https://servicenow-prod.fluidtopics.net/vedr7SAzWArDYAt3zdbnvQ "Use scripted extension points to manipulate URL parameters and REST API task parameters for an EMR system."). Use scripted extension points to manipulate URL parameters and REST API task parameters for an EMR system. {#configuring-emr-help__ul_vwd_j4q_hcc} ## Additional configuration information {#configuring-emr-help__section_kbm_snq_hcc} * To configure digest token authentication for EMR Help, see the [How to Configure Digest Token Authentication for EMR Help with Epic Hyperspace \[KB1002504\]](https://hi.service-now.com/kb_view.do?sysparm_article=KB1002504) article in the Now Support knowledge base. * To configure EMR Help to launch within an iframe in Epic Hyperspace and Hyperdrive, see the [How to configure EMR Help to launch within an iFrame in Epic Hyperspace and Hyperdrive \[KB1207128\]](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=54128a784745f590b8a4aa25126d437c) article in the Now Support knowledge base. {#configuring-emr-help__ul_qqc_bsk_xpb}