{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":19474,"path":"healthcare-life-sciences/healthcare-operations-core/glossary-hcls-cto.md","title":"Healthcare and Life Sciences Operations glossary","bundle":null,"doc_type":null,"release":"australia","body":"\n# Healthcare and Life Sciences Operations glossary\n\nLearn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.\n\n## A\n\nGlossary terms are grouped alphabetically.\n\n### Asset Tag Scanning\n\nA Care Team Mobile feature that allows care team members to scan QR codes or barcodes on medical equipment to retrieve the asset record, view its history and status, and create associated support requests.\n\nFor example, a nurse scans the barcode on an infusion pump using Care Team Mobile and sees its maintenance history before submitting a new repair request.\n\nTo learn how to scan asset tags, see [Asset Scan in Care Team Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-mobile-asset-scan.md).\n\n### Assignment Group\n\nA group of users associated with a healthcare organization that determines which agents are responsible for fulfilling cases or work orders for that organization. Multiple assignment groups can be linked to a single organization.\n\nFor example, the Biomed Dispatcher assignment group is associated with the Biomed Support organization so that device repair work orders are routed to the correct agents.\n\nTo learn how to associate assignment groups, see:\n\n-   [Associate assignment groups with a healthcare organization in Healthcare Operations Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-assign-roles-responsibilities-members.md)\n-   [Set up assignment groups for Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-set-up-assignment-groups.md)\n-   [Set up assignment groups for Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-assignment-groups.md)\n-   [Set up assignment groups for Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-assignment-groups.md)\n-   [Create assignment groups for Care Team Work Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/ctwm-create-assignment-groups.md)\n-   [Set up assignment groups for Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-it-assignment-groups.md)\n\n## B\n\nGlossary terms are grouped alphabetically.\n\n### Business Location\n\nA service organization record that is automatically created when a healthcare organization is created. A bidirectional reference exists between the healthcare organization and its business location, linking the HCLS data model to CSM service management structures.\n\nFor example, when the \"Cardiology Department\" healthcare organization is created, an associated internal business location with the same name is auto-generated.\n\nTo learn more about business locations, see [Setting up healthcare locations and healthcare organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/understanding-healthcare-locations-and-healthcare-organizations.md).\n\n## C\n\nGlossary terms are grouped alphabetically.\n\n### Care Team Manager\n\nA user role that inherits all Care Team Member permissions and additionally allows the user to add or remove members within their healthcare organizations. Role name: sn\\_hco.care\\_team\\_manager\n\nFor example, a unit manager uses the Care Team Portal to add a newly hired nurse to the ICU team and assign them the Team Member responsibility.\n\nTo learn more about Care Team Manager and other responsibilities, see [Setting up roles and responsibilities for Healthcare Operations users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/cto-setting-up-roles-responsibilities.md).\n\n### Care Team Member\n\nA user role \\(sn\\_hco.care\\_team\\_member\\) that grants access to create and view Healthcare Operations cases. Members must also be associated with a healthcare organization and assigned responsibilities to access specific records.\n\nFor example, a registered nurse is added to the HCO Team Members group and then associated with the Cardiology Unit organization as a Care Team Member.\n\nTo learn more, see:\n\n-   [Setting up roles and responsibilities for Healthcare Operations users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/cto-setting-up-roles-responsibilities.md)\n-   [Assign roles to Healthcare Operations Core users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/assign-roles-cto-users.md)\n-   [Assign responsibilities to Healthcare Operations Core users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-assign-responsibilities.md)\n-   [Create a group for all care team members in Healthcare Operations Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-create-team-members-group.md)\n-   [Associate assignment groups with a healthcare organization in Healthcare Operations Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-assign-roles-responsibilities-members.md)\n-   [Add a team member using the Care Team Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hcls-add-member-portal.md)\n\n### Care Team Mobile\n\nA mobile application that extends Healthcare Operations Core to smartphones and tablets, allowing care team members to create and track support requests, scan asset tags, and browse healthcare locations while on the move.\n\nFor example, a nurse assistant uses Care Team Mobile to scan a barcode on an IV pump, view its service history, and submit a repair request from the bedside.\n\nTo learn more, see:\n\n-   [Care Team Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/care-team-mobile-landing.md)\n-   [Exploring Care Team Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/care-team-mobile-exploring.md)\n-   [Configure Care Team Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/care-team-mobile-configuring.md)\n-   [Care Team Mobile overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-mobile-overview.md)\n-   [Create support requests using Care Team Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-mobile-create-requests.md)\n-   [Asset Scan in Care Team Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-mobile-asset-scan.md)\n\n### Care Team Operations for Biomed\n\nA plugin \\(sn\\_cto\\_biomed\\) that extends Healthcare Operations Core with case types for reporting medical device issues and other biomedical engineering service requests. Cases generate work orders when Field Service Management is installed.\n\nFor example, a nurse reports a malfunctioning infusion pump using the \"Report a medical device issue\" catalog item, which creates a Biomed case and dispatches a work order.\n\nTo learn more, see:\n\n-   [Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/care-team-operations-for-biomed.md)\n-   [Install Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-activate.md)\n-   [Configuring Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/configuring-cto-biomed.md)\n-   [Healthcare Biomed case overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hcls-cto-biomed-case.md)\n-   [Creating service requests in Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/requesting-cto-biomed.md)\n-   [Fulfilling service requests in Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-fulfilling-biomed.md)\n\n### Care Team Operations for Environmental Services\n\nA plugin \\(sn\\_cto\\_evs\\) that extends Healthcare Operations Core with case types for reporting environmental services issues such as housekeeping, waste management, linen services, and hazardous material handling.\n\nFor example, a care team member requests a terminal room cleaning after a patient discharge by selecting Create a request > Request environmental service > Terminal Cleaning Request.\n\nTo learn more, see:\n\n-   [Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-landing.md)\n-   [Install Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-activate.md)\n-   [Configuring Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-configuring.md)\n-   [Healthcare EVS case overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-case-overview.md)\n-   [Creating service requests for Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-create-requests.md)\n-   \n\n### Care Team Operations for Facilities\n\nA plugin \\(sn\\_cto\\_facilities\\) that extends Healthcare Operations Core with case types for reporting facilities issues such as HVAC problems, plumbing leaks, electrical faults, and safety hazards. Includes a preconfigured service catalog of common facilities requests.\n\nFor example, a nurse reports a temperature issue by selecting Create a request > Request Facilities service > Temperature and Humidity Control and setting the category to \"Room Climate Issues.\"\n\nTo learn more, see:\n\n-   [Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-landing.md)\n-   [Install Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-activate.md)\n-   [Configuring Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-configuring.md)\n-   [Healthcare Facilities case overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-case-overview.md)\n-   [Creating service requests in Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-create-request.md)\n-   [Fulfilling service requests in Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-fulfilling-requests.md)\n\n### Care Team Operations for Healthcare IT\n\nA plugin \\(sn\\_cto\\_hcit\\) that extends Healthcare Operations Core with case types for reporting and fulfilling IT issues, including EMR problems and other technology requests. IT cases generate incidents for ITIL fulfillers.\n\nFor example, a unit secretary reports a printer malfunction by navigating to Create a request > Request IT service > Request other IT service in the Care Team Portal.\n\nTo learn more, see:\n\n-   [Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hcls-cto-it-app.md)\n-   [Install Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-it-activate.md)\n-   [Configuring Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/configuring-cto-it.md)\n-   [Healthcare IT case overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hcl-cto-it-case.md)\n-   [Creating service requests in Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/requesting-cto-it.md)\n-   [Fulfilling service requests in Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/fulfilling-cto-it.md)\n\n### Care Team Portal\n\nA responsive web portal within Healthcare Operations Core where care team members create support requests for ancillary departments, track request statuses, manage team membership, and view knowledge articles. It can run standalone or be embedded in EMR systems such as Epic Hyperspace.\n\nFor example, a nurse navigates to https:// .service-now.com/careteam to submit a request for a linen change in a patient room.\n\nTo learn more about Care Team Portal, see [Care Team Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/care-team-portal-landing.md).\n\n### Care Team Work Management\n\nAn application that streamlines task creation, assignment, and tracking for care team internal operations using task plan templates. Care team cases and tasks are generated from predefined work plans submitted through the Care Team Portal.\n\nFor example, a unit manager creates a \"Shift Readiness\" task plan template that generates a care team case with individual safety check tasks for each nurse at shift change.\n\nTo learn more about Care Team Work Management, see [Care Team Work Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/ctwm-landing.md).\n\n### Common Location\n\nA record in the cmn\\_location table that provides the foundational location data across the ServiceNow platform. Healthcare locations extend common locations to add healthcare-specific attributes like altitude and physical type.\n\nFor example, an administrator sets up a common location for \"Building A\" and then creates a healthcare location that references it and adds the physical type \"Building.\"\n\nTo learn more about common locations, see [Setting up healthcare locations and healthcare organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/understanding-healthcare-locations-and-healthcare-organizations.md).\n\n### CSM/FSM Configurable Workspace\n\nThe ServiceNow workspace used by department agents and support staff to view, manage, and fulfill Healthcare Operations cases and work orders. It provides configurable views, related records, and action menus for case resolution.\n\nFor example, a Facilities support agent opens the CSM/FSM Configurable Workspace to accept, update, and close a plumbing repair work order dispatched from a Healthcare Facilities case.\n\nTo learn more, see:\n\n-   \n-   \n-   \n-   \n-   [Fulfill care team case and tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/ctwm-fulfill-care-team-cases-tasks.md)\n\n## D\n\nGlossary terms are grouped alphabetically.\n\n### Decision Builder\n\nA ServiceNow tool used to modify state decision tables that map the state transitions between Healthcare Operations cases and their associated work orders or incidents. It controls how state changes in one record propagate to the linked record.\n\nFor example, for example, an administrator uses Decision Builder to configure that when a work order state changes to \"Closed Complete,\" the associated Healthcare Biomed case state updates to \"Closed.\"\n\nTo learn more, see:\n\n-   [Modify state decision tables in Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-modify-states.md)\n-   [Modify state decision tables in Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-state-decision-tables.md)\n-   [Modify state decision tables in Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-modify-state-tables.md)\n-   [Modify state decision tables in Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-it-modify-decision-tables.md)\n\n### Department Agent\n\nA user who creates, views, edits, and fulfills service requests on behalf of a hospital’s ancillary department such as IT, Biomed, Facilities, or Environmental Services. Agents are assigned the location support agent role specific to their department.\n\nFor example, a Biomed agent with the sn\\_cto\\_biomed.loc\\_support\\_agent role receives and fulfills a medical device repair work order in the CSM/FSM Configurable Workspace.\n\nTo learn more, see:\n\n-   [Assign roles to Healthcare Operations Core users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/assign-roles-cto-users.md)\n-   \n-   \n-   \n-   \n-   [Fulfill care team case and tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/ctwm-fulfill-care-team-cases-tasks.md)\n\n### Domain Separation\n\nA ServiceNow platform feature that separates data at runtime across multiple tenants, including user interface elements, cache keys, reporting, and aggregations. In Healthcare Operations, it ensures that healthcare requests and fulfillment tasks are isolated to the correct customer domain.\n\nFor example, a service provider managing IT for two hospital systems uses domain separation so Hospital A’s cases are invisible to Hospital B’s care team.\n\nTo learn more, see:\n\n-   [Healthcare Operations Core data model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-cto-data-model.md)\n\n## E\n\nGlossary terms are grouped alphabetically.\n\n### Epic Hyperspace via Hyperdrive\n\nAn integration method for embedding the Care Team Portal within the Epic Hyperspace EMR interface using Hyperdrive technology. This allows clinicians to access ServiceNow’s Care Team Portal without leaving the EMR, with support for tokenized data capture from Epic launch contexts.\n\nFor example, a nurse opens a patient chart in Epic Hyperspace, and the Care Team Portal loads in an embedded frame with the workstation ID and patient context automatically populated.\n\nTo learn more, see:\n\n-   [Embedding Care Team Portal in Epic Hyperspace via Hyperdrive](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/configure-care-team-portal.md)\n-   [Configure iFrame embedding for Care Team Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/configure-iframe-portal.md)\n-   [Create and Configure an Identity Provider in ServiceNow to Authenticate with Epic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/create-identity-provider-hco.md)\n-   [In Epic: Build the FHIR App to Authenticate with ServiceNow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hco-authenticate-portal.md)\n-   [In Epic: Configure Epic Hyperspace Integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hco-configure-epic-integration.md)\n-   [Capture Additional Data From Epic Within ServiceNow Record Producers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hco-update-variables-portal.md)\n\n## F\n\nGlossary terms are grouped alphabetically.\n\n### Field Service Management Plugin\n\nThe ServiceNow plugin \\(com.snc.work\\_management\\) required for automatic work order creation from Healthcare Operations cases. Without it, agents fulfill cases directly rather than through synchronized work orders.\n\nFor example, after installing the Field Service Management plugin, Healthcare Biomed cases automatically generate work orders with qualifier, dispatcher, and agent fulfillment workflows.\n\nTo learn more, see:\n\n-   [Set up work order synchronization in Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-plugin-info.md)\n-   [Set up work order synchronization in Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-setup-plugins.md)\n-   [Set up work order synchronization in Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-fsm-plugin.md)\n\n## H\n\nGlossary terms are grouped alphabetically.\n\n### Healthcare Location\n\nA record in the sn\\_hcls\\_location table representing a physical or virtual place where care and operational work occurs, such as a campus, building, wing, unit, room, or bed. Locations are organized hierarchically and associated with healthcare organizations.\n\nFor example, an IT agent identifies a broken monitor in PICU Room 204 because the healthcare location hierarchy shows Campus → Hospital Building → Pediatrics Wing → PICU → Room 204.\n\nTo learn more, see:\n\n-   [Create a healthcare location](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-sm-configure-healthcare-location.md)\n-   [Setting up healthcare locations and healthcare organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/understanding-healthcare-locations-and-healthcare-organizations.md)\n-   [Associate healthcare locations with a healthcare organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-sm-associate-healthcare-locations-organization.md)\n-   [Healthcare Operations Core data model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-cto-data-model.md)\n\n### Healthcare Operations Case\n\nAn abstract, extendable case record \\(table: sn\\_hco\\_case\\) that stores healthcare operations-related requests. It serves as the base from which specific case types such as Healthcare IT, Biomed, Facilities, and EVS cases are extended.\n\nFor example, an administrator creates a child table from sn\\_hco\\_case to build a custom case type for pharmacy supply requests.\n\nTo learn more, see:\n\n-   [Healthcare Operations Case overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-cto-hco-case.md)\n-   [Configure the abstract case type for Healthcare Operations Core case types](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/configure-abstract-case-type-hco.md)\n-   [Healthcare Biomed case overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hcls-cto-biomed-case.md)\n-   [Healthcare IT case overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hcl-cto-it-case.md)\n-   [Healthcare EVS case overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-case-overview.md)\n-   [Healthcare Facilities case overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-case-overview.md)\n\n### Healthcare Operations Core\n\nThe foundational ServiceNow application that enables hospitals to streamline and automate operational processes. It provides the framework for care teams to report and track issues related to day-to-day operations through integrated service departments such as IT, Biomed, Facilities, and Environmental Services.\n\nFor example, a hospital installs Healthcare Operations Core to give nurses a single portal for reporting broken equipment, IT outages, and facility issues instead of using disconnected systems.\n\nTo learn more, see:\n\n-   [Healthcare Operations Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-cto-app.md)\n-   [Exploring Healthcare Operations Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-cto-exploring.md)\n-   [Configuring Healthcare Operations Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-cto-configuring.md)\n-   [Install Healthcare Operations Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/activate-hco-core.md)\n-   [Healthcare Operations Core data model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-cto-data-model.md)\n-   [Healthcare Operations Core Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-cto-reference.md)\n\n### Healthcare Organization\n\nA record in the sn\\_hcls\\_organization table that defines an entity within a healthcare delivery network, such as a hospital, department, or organizational team. Organizations are arranged in parent-child hierarchies that control visibility, responsibility, and case routing.\n\nFor example, a hierarchy is configured as: HQ → City Hospital → Nursing Department → ICU Unit, where each level is a healthcare organization.\n\nTo learn more, see:\n\n-   [Create a healthcare organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-sm-configure-healthcare-organizations.md)\n-   [Setting up healthcare locations and healthcare organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/understanding-healthcare-locations-and-healthcare-organizations.md)\n-   [Associate healthcare locations with a healthcare organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-sm-associate-healthcare-locations-organization.md)\n-   [Create a healthcare organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-cto-create-healthcare-organization.md)\n\n### Healthcare Organization Location Association\n\nA table \\(sn\\_hcls\\_organization\\_location\\_association\\) that links healthcare organizations to healthcare locations, determining which organization is responsible for a particular location and limiting the locations shown to care team members when they report issues.\n\nFor example, the ICU unit organization is associated with rooms 301–310 so that ICU nurses only see those rooms when creating a request.\n\nTo learn more, see:\n\n-   [Associate healthcare locations with a healthcare organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-sm-associate-healthcare-locations-organization.md)\n-   [Setting up healthcare locations and healthcare organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/understanding-healthcare-locations-and-healthcare-organizations.md)\n-   [Healthcare Operations Core data model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hcls-cto-data-model.md)\n\n## I\n\nGlossary terms are grouped alphabetically.\n\n### Incident Auto-creation\n\nA feature of Care Team Operations for Healthcare IT where an ITSM incident is automatically generated from a Healthcare IT case, carrying over all case information for IT agents to fulfill using standard incident management.\n\nFor example, a nurse reports an EMR login failure through the Care Team Portal, and an incident is automatically created in the IT department’s Service Operations workspace.\n\nTo learn more, see:\n\n-   \n-   [Fulfilling service requests in Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/fulfilling-cto-it.md)\n-   [Modify state decision tables in Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-it-modify-decision-tables.md)\n-   [Healthcare IT case overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hcl-cto-it-case.md)\n\n## R\n\nGlossary terms are grouped alphabetically.\n\n### Record Producer\n\nA service catalog item configured to create a specific type of record, such as a Healthcare Biomed case or Healthcare IT case. Record producers define the form fields, variable sets, and catalog client scripts that appear when a care team member submits a request.\n\nFor example, the \"Report a Medical Device Issue\" record producer creates an sn\\_cto\\_biomed\\_case record and includes fields for asset tag, location, urgency, and description.\n\nTo learn more, see:\n\n-   [Add custom record producers to the service catalog in Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-add-record-producers.md)\n-   [Add custom record producers to the service catalog in Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-add-custom-record-producers.md)\n-   [Add custom record producers to the service catalog in Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-add-customer-record-producer.md)\n-   [Add custom record producers to the service catalog in Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-it-add-record-producer.md)\n-   [Capture Additional Data From Epic Within ServiceNow Record Producers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hco-update-variables-portal.md)\n-   [Create requests in the Care Team Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hcls-cto-create-requests-portal.md)\n\n### Responsibility\n\nA record-level access control that determines which specific records a user can view or edit within tables they already have role access to. Responsibilities in Healthcare Operations are based on Service Model Foundation and are assigned through Related Party Configurations.\n\nFor example, a nurse with the Care Team Member responsibility can only see cases for the ICU, not cases belonging to the Emergency Department.\n\nTo learn more, see:\n\n-   [Setting up roles and responsibilities for Healthcare Operations users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/cto-setting-up-roles-responsibilities.md)\n-   [Assign responsibilities to Healthcare Operations Core users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-assign-responsibilities.md)\n-   [Assign responsibilities to Care Team Operations for Biomed users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-assign-responsibilities.md)\n-   [Assign responsibilities to Care Team Operations for Environmental Services users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-assign-responsibilities.md)\n-   [Assign responsibilities to Care Team Operations for Healthcare IT users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-hcit-assign-responsibilites.md)\n-   [Assign responsibilities for Care Team Work Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/ctwm-assign-responsibilities.md)\n\n### Role\n\nA permission set that defines table-level access in ServiceNow, determining which objects a user can interact with and what CRUD \\(Create, Read, Update, Delete\\) actions they can perform within Healthcare Operations applications.\n\nFor example, a user assigned the sn\\_hco.care\\_team\\_member role can create and view Healthcare Operations cases.\n\nTo learn more, see:\n\n-   [Setting up roles and responsibilities for Healthcare Operations users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/cto-setting-up-roles-responsibilities.md)\n-   [Assign roles to Healthcare Operations Core users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/assign-roles-cto-users.md)\n-   [Assign roles for Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-set-up-roles.md)\n-   [Set up roles for Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-assign-roles.md)\n-   [Set up roles for Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-assign-roles.md)\n-   [Assign roles to Care Team Operations for Healthcare IT users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-it-set-up-roles.md)\n\n## S\n\nGlossary terms are grouped alphabetically.\n\n### Service Model Foundation \\(SMF\\)\n\nThe underlying ServiceNow framework that provides the base responsibility model used by Healthcare Operations. SMF responsibilities like \"Service location business contributor\" are relabeled for healthcare use through Related Party Configurations.\n\nFor example, the Care Team Member responsibility in HCO maps to the \"Service location business contributor\" responsibility from SMF.\n\nTo learn more, see:\n\n-   \n-   \n-   [Setting up roles and responsibilities for Healthcare Operations users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/cto-setting-up-roles-responsibilities.md)\n-   [Assign responsibilities to Healthcare Operations Core users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-assign-responsibilities.md)\n-   [Roles and responsibilities in Care Team Work Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/ctwm-understanding-roles-responsibilities.md)\n\n### SMART on FHIR Authentication\n\nA standards-based authentication protocol used to enable single sign-on \\(SSO\\) for Epic users accessing the Care Team Portal embedded in Epic Hyperspace via Hyperdrive. Configuration requires a FHIR app on fhir.epic.com and an OIDC Identity Provider on the ServiceNow instance.\n\nFor example, an Epic user opens the Care Team Portal within Hyperspace and is automatically authenticated through the SMART on FHIR integration without a separate login.\n\nTo learn more, see:\n\n-   [In Epic: Build the FHIR App to Authenticate with ServiceNow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hco-authenticate-portal.md)\n-   [Create and Configure an Identity Provider in ServiceNow to Authenticate with Epic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/create-identity-provider-hco.md)\n-   [Embedding Care Team Portal in Epic Hyperspace via Hyperdrive](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/configure-care-team-portal.md)\n-   [In Epic: Configure Epic Hyperspace Integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hco-configure-epic-integration.md)\n-   [Enable Multi-Provider SSO for your ServiceNow instance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hcls-cto-enabling-oidc.md)\n\n### State Synchronization\n\nThe mechanism that keeps the status of a Healthcare Operations case aligned with its linked work order or incident throughout the fulfillment lifecycle, including transitions like New, Open, Work in Progress, Resolved, and Closed.\n\nFor example, a care team member tracks their request in the Care Team Portal and sees it change from \"Open\" to \"Resolved\" in real time as the IT agent resolves the incident.\n\nTo learn more, see:\n\n-   [Modify state decision tables in Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-modify-states.md)\n-   [Modify state decision tables in Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-state-decision-tables.md)\n-   [Modify state decision tables in Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-modify-state-tables.md)\n-   [Modify state decision tables in Care Team Operations for Healthcare IT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-it-modify-decision-tables.md)\n-   [Set up work order synchronization in Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-plugin-info.md)\n-   [Set up work order synchronization in Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-setup-plugins.md)\n\n## T\n\nGlossary terms are grouped alphabetically.\n\n### Task Plan Template\n\nA reusable configuration in Care Team Work Management that defines a set of tasks and records to be automatically created when a care team agent initiates a work plan. Templates are published and cannot be edited once active.\n\nFor example, an administrator creates a task plan template called \"Unit Safety/Readiness\" containing work orders and child tasks for equipment checks, supply verification, and safety guidelines review.\n\nTo learn more, see:\n\n-   [Task Plan Templates in Care Team Work Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/ctwm-task-plan-templates-understand.md)\n\n## V\n\nGlossary terms are grouped alphabetically.\n\n### Virtual Agent\n\nServiceNow’s conversational bot platform, available in the Care Team Portal via a chat window icon. It helps care team members quickly obtain information, make decisions, and perform common work tasks through natural language interaction.\n\nFor example, a nurse opens the chat icon in the Care Team Portal and asks Virtual Agent to check the status of a pending IT request.\n\nTo learn more, see:\n\n-   [Care Team Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hcls-cto-care-team-portal.md)\n-   [Create a chat launcher button in Care Team Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hco-now-assist-create-launcher-button.md)\n-   [Assign the chat launcher to a Care Team Mobile assistant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/hco-now-assist-assign-launcher-assistants.md)\n\n## W\n\nGlossary terms are grouped alphabetically.\n\n### Work Order\n\nA task record automatically generated from a Healthcare Operations case when the Field Service Management plugin is installed. Work orders are assigned to support agents for fulfillment and remain synchronized with the originating case for state and comment updates.\n\nFor example, when a nurse reports a broken bed rail via the Care Team Portal, a work order is automatically created and dispatched to a Facilities agent.\n\nTo learn more, see:\n\n-   [Set up work order synchronization in Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-plugin-info.md)\n-   [Set up work order synchronization in Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-setup-plugins.md)\n-   [Set up work order synchronization in Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-fsm-plugin.md)\n-   \n-   \n-   \n\n### Work Order Synchronization\n\nThe automatic bidirectional syncing of state changes, comments, and updates between a Healthcare Operations case and its associated work order, enabled by the Field Service Management plugin.\n\nFor example, when a Facilities agent marks a work order as \"Work in Progress,\" the associated Healthcare Facilities case automatically updates to the same state.\n\nTo learn more, see:\n\n-   [Set up work order synchronization in Care Team Operations for Biomed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-biomed-plugin-info.md)\n-   [Set up work order synchronization in Care Team Operations for Environmental Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-evs-setup-plugins.md)\n-   [Set up work order synchronization in Care Team Operations for Facilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/cto-facilities-fsm-plugin.md)\n\n"}}