Healthcare use case · Epic + ServiceNow + Microsoft 365
Patient service request escalation
Operational issues tied to service requests are reported informally and lost between teams. Service requests that need operational support become tracked tickets with communication to staff.
Architecture
One governed run
How it starts: A scheduled check of Epic service requests starts the run. ServiceNow can start the update leg.
Step by step
How the process runs
- 01
Read
Epic service requests are read.
- 02
Classify
Rules + Code identifies requests needing operational support.
- 03
Ticket
A ServiceNow ticket is opened.
- 04
Communicate
Staff are updated in Teams and by email.
Control
Human decision and exception path
Human decision
A service lead confirms escalation before tickets are assigned outside the department.
Exception path
- Unclassified requests go to triage.
- Write failures are retried.
- Duplicates link to existing tickets.
Evidence
What gets audited
- Service request reference.
- Classification.
- Ticket.
- Messages sent.
Nexus runs on premises, in private or sovereign cloud, or air-gapped. Credentials stay in the vault, roles decide who can approve, and the execution record stays inside your deployment boundary.
Sovereignty and deploymentRelated
Patterns, connectors and next steps
- Epic connector
10 pre-built actions
- ServiceNow connector
55 pre-built actions
- Microsoft 365 connector
45 pre-built actions
- Governed self-service
Requests with policy and approval built in.
- Appointment administration and service follow-up
Another healthcare use case.
FAQ
Questions about this use case
- Does Nexus replace any of these systems?
- No. Each system keeps its own records. Nexus runs the process between them and records each decision.
- How does the run start?
- A scheduled check of Epic service requests starts the run. ServiceNow can start the update leg.
- What if a step is not covered by a pre-built action?
- It runs through an API, protocol or database call, or as Rules + Code in Python, Bash, Go, Java, .NET, PHP, PowerShell or JavaScript/TypeScript, with the same approvals and audit.
Use case review
Discuss this use case
Bring your version of the process. We will map the systems, approvals and evidence it needs.