Reference › Patient Support Services › Healthcare and Life Sciences Service Management › Healthcare and Life Sciences

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Components installed with Patient Support Services

Several types of components are installed with installation of the Patient Support Services application, including tables, user roles, ServiceNow Store applications, and business rules.

Important:

Starting with the Yokohama release, Patient Support Services is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported.

For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

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

Role	Description	Contains roles
sn\_patientservice.admin	Administers who can access the Patient Support Services application.	sn\_patientservice.agent
sn\_patientservice.agent	Views and fulfills enrollment cases as a care coordinator.	sn\_hcls.healthcare\_agent
sn\_patientservice.nurse\_educator	Manages training requests for a Patient Support Services as a nurse educator. Note: By default, the sn_patientservice.nurse_educator role is assigned to the members of the Nurse Training Support assignment group.	sn\_hcls.practitioner
sn\_patientservice.case\_creator	Creates enrollment cases for all associated objects.	sn\_patientservice.case\_viewer
sn\_patientservice.agent\_connector	Views, creates, and updates enrollment cases for all associated objects. You can combine this role with other roles for a user with the agent connector profile. For more information, see Determining additional user profiles in Patient Support Services.	- sn\_hcls.healthcare\_agent - sn\_patientservice.sm\_agent
sn\_patientservice.case\_task\_viewer	Views all tasks associated with an enrollment case that the user has access to.	None
sn\_patientservice.case\_viewer	Views all enrollment cases available in the application.	None
sn\_patientservice.contributor	Creates enrollment cases for patients. You can combine this role with other roles for a user with the contributor profile. For more information, see Determining additional user profiles in Patient Support Services.	- sn\_hcls.clinical\_data\_viewer - sn\_hcls.foundation\_data\_viewer - sn\_patientservice.case\_task\_viewer - sn\_hcls.patient\_data\_viewer - sn\_hcls.practitioner\_data\_viewer - sn\_hcls.health\_insurance\_data\_viewer - sn\_patientservice.case\_viewer - sn\_hcls.revenue\_cycle\_data\_viewer - sn\_patientservice.case\_creator
sn\_patientservice.sm\_agent	Accesses and views all data related to enrollment requests as a care coordinator.	sn\_patientservice.case\_creator

Tables installed

Table	Description
Enrollment case \[sn\_patientservice\_enroll\_case\]	Stores the enrollment cases. The Patient field is mandatory for an enrollment case.
Patient service task \[sn\_patientservice\_task\]	Base task table from which Program Task \[sn\_patientservice\_program\_task\] and Program service item \[sn\_patientservice\_program\_service\_item\] tables are extended. Extends the Healthcare Task \[sn\_hcls\_task\] table.
Patient service training \[sn\_patientservice\_training\_task\]	Stores the details of the training tasks associated with a program task.
Program service item \[sn\_patientservice\_program\_service\_item\]	Stores the details of the program service item tasks associated with a program service.
Program Task \[sn\_patientservice\_program\_task\]	Stores the details of the program tasks created to fulfill services requested by a patient.

ServiceNow Store applications installed

Application	Description
Healthcare and Life Sciences Service Management Core \(sn\_hcls\)	Provides a data model and critical digital health capabilities including patient 360-degree view, consent management, and digital documentation to better address healthcare services.

Business rules installed

Business rule	Table	Rule criteria	Description
Auto assessment business rule	Enrollment case \[sn\_patientservice\_enroll\_case\]	After insert	Triggers a patient satisfaction survey when an enrollment case is set to Closed complete.
Cancel playbook on case inactive	Enrollment case \[sn\_patientservice\_enroll\_case\]	After update	Disables the activities in a playbook when the associated enrollment case state is set to Closed complete, Closed incomplete, or Canceled.
Change Appointment state	Patient service training \[sn\_patientservice\_training\_task\]	After update	Sets an appointment state to Fulfilled or Canceled when the associated conduct training task state is set to Completed or Canceled, respectively.
Populate patient and insurance	Pre-authorization request \[sn\_hcls\_pre\_auth\_header\]	After insert	Populates patient, practitioner, and insurance details on the Pre-authorization details form based on the name of a patient entered in an enrollment case.
Populate patient and prescriber	Medication Prescription \[sn\_hcls\_medication\_prescription\]	After insert	Populates patient and practitioner details on the Medication Prescription form based on the name of a patient entered in an enrollment case.
Set Child items to Cancelled	Enrollment case \[sn\_patientservice\_enroll\_case\]	After insert and update	Cancels all child items including open patient tasks, open enrolled program service, open enrolled program, and doc tasks when an enrollment case state changes to Closed incomplete or Canceled.
Set EPS state to Canceled	Program service item \[sn\_patientservice\_program\_service\_item\]	After update	Sets the state of an enrolled program service to Canceled when the associated program service item state is set to Canceled.
Set EPS state to Fulfilled	Program service item \[sn\_patientservice\_program\_service\_item\]	After update	Sets the state of an enrolled program service to Fulfilled when the associated program service item state is set to Completed.
Set EPS state to Pending Fulfillment	Program service item \[sn\_patientservice\_program\_service\_item\]	After update	Sets the state of an enrolled program service to Pending Fulfillment when the associated program service item state is set to Work in Progress.
Set PSI state to Canceled	Program Task \[sn\_patientservice\_program\_task\]	After update	Sets the program service item state to Canceled when the associated program task state is set to Canceled.
Set PSI state to Completed	Program Task \[sn\_patientservice\_program\_task\]	After update	Sets the program service item state to Completed when the associated program task state is set to Completed.
Set PSI state to Work In Progress	Program Task \[sn\_patientservice\_program\_task\]	After update	Sets the program service item state to Work in Progress when the associated program task state is set to Work in Progress.
Set Short description	Enrollment case \[sn\_patientservice\_enroll\_case\]	After update	Sets the short description of an enrollment case in the format ` Enrollment Case` when the enrollment case is created or updated.
Set State to Open when Assigned	Enrollment case \[sn\_patientservice\_enroll\_case\]	After insert and update	Sets the enrollment case state to Open when the case is assigned to a care coordinator.