ServiceNow®
Emergency Outreach is a new application in the Orlando
release.
During a crisis, Emergency Outreach leverages the
Now Platform® to help companies connect with users to assess the
impact. Organizations can reach out by email or
SMS notifications to provide information and safety measures and request a response
to confirm users are safe and where they are located. Organizations can also use the ServiceNow®
Now® Mobile app to send push notifications via mobile for users to
respond to.
Important: Emergency Outreach is available in the ServiceNow Store. For details, see the "Activation information" section of these
release notes.
Important upgrade information for Emergency Outreach
Starting with version 1.4.1 of
Emergency Outreach, the new
Secure existing assessment
instances fix script will be executed automatically for Outreach surveys when
upgrading. The fix script populates the trigger_id and trigger_table fields in survey
response tables, which filter Outreach-related survey responses. These responses will only
be visible to users with the checkin_admin role and the assigned user. Users with the
survey_reader, survey_creator, and survey_admin roles will not be able to see the
Outreach-related survey responses unless they have the checkin_admin role, to maintain
privacy. This applies to Outreach and
Contact Tracing responses in the
following tables:
- asmt_assessment_instance
- asmt_assessment_instance_question
- asmt_metric_result
ServiceNow®Contact Tracing surveys are visible to users with the contact_tracer or
case_manager roles, and to users with the tracing_admin role through inheritance. For both
Contact Tracing surveys and Outreach surveys, the user to whom the survey
is assigned will be able to view survey responses regardless of their other roles.
Emergency Outreach features
- Send notifications for daily
health verification
- Use Emergency Outreach to notify users to report their daily health
status. Users must have the Now® Mobile app installed on their
phones to receive mobile push notifications. For more information, see Now Mobile app.
- Review daily health verification
acknowledgements
- Review the list of acknowledgements from the daily health verification notification
to see each user's status. Resend the outreach notification to users who did not
respond.
- Automate responses with response
scripts
- Use response scripts to automatically take actions based on user responses to survey
questions. Create or update records across any of the Emergency Response Management and Safe Workplace suite apps.
Once you associate each response script with a survey, the script will run if the
user's answers match the response criteria.
- Add a Safe Workplace audience
for Emergency Outreach
- Add a collection of users for Emergency Outreach notifications based
on criteria such as location, department, and group and set conditions to filter the
audience. To use the Safe Workplace audience feature, you must have the
Employee Readiness Core plugin.
- Use guided setup to implement Safe Workplace apps
- The Safe Workplace guided setup provides a sequence of tasks that
help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace
guided setup, navigate to . For more information about using the guided setup interface, see Using guided setup.
- Create an Emergency Outreach
notification channel
- Create a notification channel to send health status requests using your
organization's preferred communication method, such as Slack.
- Report your health status by email or
mobile
- During a public health crisis, users can also respond to organizations through email
or the ServiceNow®
Now® Mobile app and let their organizations know if they are safe
and healthy.
Activation information
Install Emergency Outreach by
requesting it from the ServiceNow Store. Visit the ServiceNow Store website to
view all the available apps and for information about submitting requests to the
store.
Federal customers using IL4 or FedRAMP environments will see the
Emergency Response Management applications ready and available to install on their
instances without having to make any special requests. Customers are responsible for
configuring the apps to meet U.S. federal regulations and guidelines.
Note: Now® Mobile capabilities are not currently supported in FedRamp Mod/IL2
and FedRamp/IL4 (GCC) environments. Customers running Emergency Response Management applications in those environments will need to configure email push notifications
instead of Now Mobile push notifications and leverage web
interfaces, instead of having the option to use either Now Mobile or
web interfaces.
Additional requirements
To use the Safe Workplace
audience feature, the Employee Readiness Core plugin is required. The Request PPE response script requires the Workplace PPE Inventory Management application. The Request PPE response script is not
active by default and must be manually activated.
To receive
mobile push notifications, users must have the Now® Mobile app
installed on their phones. For more information, see Now Mobile app.
You can
send SMS notifications for Outreach acknowledgements and daily health verifications. You
must have the Notify plugin and Notify-Twilio
Direct driver enabled to be able to send SMS notifications.
Related ServiceNow applications and features
Notice regarding use by organizations
All decisions in connection with the implementation of this application are at the sole
decision of the Organization utilizing this application. Organizations agree that use of the
application is not a representation by ServiceNow regarding the
application’s compliance with any law or regulation and any suggested language provided out
of the box with the application does not constitute legal advice by ServiceNow.
Organizations remain solely responsible for complying with their legal obligations under
applicable law, including (but not limited to) data protection and employment laws, and
should modify any language within the templates provided to meet the Organizations’ specific
requirements.
Notice regarding use by government agencies
ServiceNow is offering this application to government agencies and
their authorized users, not to employees of government agencies in their individual
capacities. Use of this application is being offered free of charge for a limited or
extended time period and with no expectation of payment from the government agency to ServiceNow for use during that time period, nor does usage create an
actual or implied future obligation on behalf of the government. ServiceNow hereby expressly waives any future claims for payment from
the agency in connection with usage of the application. Government customers are solely
responsible to confirm with the agency’s Ethics Office or its authorized representative that
acceptance and usage of the application is permissible.
All decisions in connection with the implementation of this application are at the sole
decision of the government agency utilizing this application. Agencies remain solely
responsible for complying with their legal obligations under applicable laws and
regulations, including (but not limited to) data protection and employment laws and
regulations, and should modify any language within the templates provided to meet the
agency’s specific requirements.
