We are excited to announce that on April 16, an Epic Self-Service Ticketing button was made available in the Washington-Montana instance of Epic. This was piloted with the COVID-19 command center initially before it is rolled out to the enterprise.
What is it?
Epic Self-Service Ticketing is an integration between ServiceNow and Epic, which automatically creates an Epic ServiceNow help request. This enables users to report issues without leaving Epic or needing to place a call. These tickets will all go to the Epic Support team and will be managed like any other Employee Self Service ticket they receive.
Who is this for?
This is for clinical caregivers that work in Epic, and IS caregivers should not use this.
How will I be impacted?
You may notice additional information attached to incidents resulting from these tickets, as the integration automatically pulls information from Epic to attach to the ticket. How you receive and work your incidents will not change.
Roll Out Plan
Epic Self-Service Ticketing is being rolled out with a staggered schedule to reduce the impact on the supporting team. Curious or inquisitive caregivers may find this feature before it has been communicated in their region. We hope that by limiting communication, fewer people will find it prior to their official implementation.
Instance Implementation Timeline:
April 16 – Washington-Montana
May 21 – Alaska
June 11 - Oregon-California
Communication Timeline:
April 16 – COVID-19 Command Center
April 30 – Washington-Montana
May 21 - Alaska
June 11 – California
June 25 – Oregon
Contact
For questions about this enhancement, please engage the team on the ServiceNow Yammer group.