User Provisioning Guidance
Creation date: 10/28/2025 10:17 AM
Updated: 10/28/2025 10:26 AM
Managers have an important role in the user (provider and non-provider) provisioning process. The manager’s role is to verify information related to user set up. The manager identified in Epic will also be the point of communication between any other departments in which the user works – and the user.
HR and the Medical Staff Services (MSS) department’s role will be submitting/triggering user tickets. Please work with your HR and MSS departments if you have concerns about the timing of ticket submission.
1. Windows login and email creation
a. Once the IT department creates sign-in and email for the new user, IT will contact the manager via email with this information.
b. The manager should provide the newly created login and email address, to the new user. The login/email will only give them access to resources they are approved to use. It is helpful for new users to familiarize themselves with the computer and their email.
c. This step takes place simultaneously with step two.
2. Manager Approval of Job Categories
a. The Epic User Provisioning Team will assign initial Job Categories based on other users in the same department and role.
b. Managers will receive an email from srs@scrmc.com asking if the Job Categories are correct. Managers can simply reply to the email. This creates a comment in the ticket and goes to the Epic User Provisioning Team.
c. If the Job Categories are correct, the manager can simply reply “These are correct.”
d. If the Job Categories are incorrect, the manager can simply reply “Not Correct” and include one of the following indicators.
i.The known and correct Job Categories for the new user.
Example: Not Correct – Emergency Room Nurse and Inpatient Nurse
ii. If the manager does not know the Job Categories the new user needs, the manager can send the first and last name along with the employee ID number of another user that has the exact same access as what the new user will need. The Epic User Provisioning Team will use the provided username to build the new user Job Categories.
Example: Not Correct – give same as Sally Sue, RN Employee ID 12345
iii. If neither of the above methods is an option, the Epic User Provisioning Team will engage application specific Epic Analysts to reach out to the manager and partner to identify the correct Job Categories.
Example: Not Correct – not sure, help needed.
e. This step takes place simultaneously with step one.
3. Training Registration
a. At the conclusion of step one and two, the process is handed to the Epic Training Team.
b. The Epic Training Team will assign training to the new user based on the Job Categories.
c. The manager will receive an email from srs@scrmc.com advising assignment has been complete and can then register the new user for training classes.
d. The manager is responsible for ensuring the new user knows the date/time of his/her registered training. An email will be sent to the new user advising of the date/time!
4. Final Provisioning
a. When the new user finishes training, the Epic Training Team and the Epic User Provisioning Team will be alerted. This alert can have an up to 24-hour lead time.
b. Upon alert, the Epic User Provisioning Team will make the new user account available. The Epic User Provisioning Team will advise the manager through an email from srs@scrmc.com, that their new user access to Epic has been unlocked and the new user is able to work in Epic!
HR or MSS will submit the ticket for all changes except feature changes, and the different Epic teams will begin their work.
Feature changes are access to dashboards, reports, and information outside one’s job duties. Executive leaders are the only roles afforded feature addition/removal request ability. Executive leaders can submit these requests via ticket or email/call to the Director of Epic.
1. Basic changes like last name or date of birth edits will not require manager feedback to finalize the change.
a. No email reply to the ticket is necessary though you will receive an email from srs@scrmc.com to alert you to the change.
b. If you feel the change request is inaccurate, please reply to the ticket advising such!
2. More complex changes will warrant manager involvement to finalize the change.
a. Manager Approval of Change Request
i. The Epic User Provisioning Team will determine appropriate changes within Epic based on the Change Request ticket details and other users in the same department and role.
ii. Managers will receive an email from srs@scrmc.com advising the changes. The manager can simply reply to the email, to create a comment in the ticket.
iii. If the changes are correct, the manager can simply reply “These are correct.”
iv. If the changes are incorrect, please simply reply with “Not Correct” and one of the following indicators.
1. The correct change for the user, in the manager’s words. Example: Not Correct – wrong department, Imaging is the correct department
2. If the manager does not know the “lingo” to communicate what would be correct, the manager can send the first and last name along with the employee ID number of another user that has the exact same access as what the new user will need. The Epic User Provisioning Team will use the provided
username to create appropriate changes. Example: Not Correct – give same as Sally Sue, RN Employee ID 12345
3. If neither of the above methods is an option, the Epic User Provisioning Team will engage application specific Epic Analysts to reach out to the manager and partner to identify the correct changes.
Example: Not Correct – not sure, help needed.
b. Training Team
i. At the conclusion of the above, the process is handed to the Epic Training Team.
ii. The Epic Training Team will assign training to the user based on the changes, if needed. Not all changes will require additional training.
iii. The Epic Training Team will advise the Epic User Provisioning Team if no training is required.
1. Training Required
a. The manager will receive an email from srs@scrmc.com if additional training is warranted. The manager can then register the new user for training classes.
b. The manager is responsible for ensuring the user knows the date/time of his/her registered training. An email will be sent to the user advising of the date/time.
c. When the user finishes training, the Epic Training Team and the Epic User Provisioning Team will be alerted.
c. Final Provisioning
i. Upon alert of training completion (This alert can have an up to 24-hour lead time) or advisement from the Epic Training Team that no training is required, the Epic User Provisioning Team will make the additional elements to the user account available.
ii. The Epic User Provisioning Team will advise the manager through an email from srs@scrmc.com, that the user access to Epic has been updated and the new user is able to work in Epic in new ways!
2. For HR, voluntary and involuntary terminations will trigger a ticket.
3. For MSS, exit from the organization Medical Staff will trigger a ticket.
4. Managers will receive an email from srs@scrmc.com, no action/reply is necessary unless you feel the removal of access is not warranted.
HR and the Medical Staff Services (MSS) department’s role will be submitting/triggering user tickets. Please work with your HR and MSS departments if you have concerns about the timing of ticket submission.
Note: For providers, a “manager of record” will be identified. Identification will be aligned with HR manager designation or “best fit.” This manager may or may not have an HR direct reporting structure, as many of our providers do not have an “HR” manager. For purpose of Epic, this manager will be the liaison and likely know the most about how the provider practices in the organization. Non-provider users that work in various departments will have their manager identified in Epic equal to their HR home department.
New User
HR or MSS will submit the ticket, and the different Epic teams will begin their work. During the provision of a new user, the manager will be contacted four times.1. Windows login and email creation
a. Once the IT department creates sign-in and email for the new user, IT will contact the manager via email with this information.
b. The manager should provide the newly created login and email address, to the new user. The login/email will only give them access to resources they are approved to use. It is helpful for new users to familiarize themselves with the computer and their email.
c. This step takes place simultaneously with step two.
2. Manager Approval of Job Categories
a. The Epic User Provisioning Team will assign initial Job Categories based on other users in the same department and role.
b. Managers will receive an email from srs@scrmc.com asking if the Job Categories are correct. Managers can simply reply to the email. This creates a comment in the ticket and goes to the Epic User Provisioning Team.
c. If the Job Categories are correct, the manager can simply reply “These are correct.”
d. If the Job Categories are incorrect, the manager can simply reply “Not Correct” and include one of the following indicators.
i.The known and correct Job Categories for the new user.
Example: Not Correct – Emergency Room Nurse and Inpatient Nurse
ii. If the manager does not know the Job Categories the new user needs, the manager can send the first and last name along with the employee ID number of another user that has the exact same access as what the new user will need. The Epic User Provisioning Team will use the provided username to build the new user Job Categories.
Example: Not Correct – give same as Sally Sue, RN Employee ID 12345
iii. If neither of the above methods is an option, the Epic User Provisioning Team will engage application specific Epic Analysts to reach out to the manager and partner to identify the correct Job Categories.
Example: Not Correct – not sure, help needed.
e. This step takes place simultaneously with step one.
3. Training Registration
a. At the conclusion of step one and two, the process is handed to the Epic Training Team.
b. The Epic Training Team will assign training to the new user based on the Job Categories.
c. The manager will receive an email from srs@scrmc.com advising assignment has been complete and can then register the new user for training classes.
d. The manager is responsible for ensuring the new user knows the date/time of his/her registered training. An email will be sent to the new user advising of the date/time!
4. Final Provisioning
a. When the new user finishes training, the Epic Training Team and the Epic User Provisioning Team will be alerted. This alert can have an up to 24-hour lead time.
b. Upon alert, the Epic User Provisioning Team will make the new user account available. The Epic User Provisioning Team will advise the manager through an email from srs@scrmc.com, that their new user access to Epic has been unlocked and the new user is able to work in Epic!
Changes to Users
Occasionally, a change will need to be made to a user. This could be basic demographics, such as last name or correction of a DOB. It can also be more complicated, such as a user addition or removal from a department, position, or feature.HR or MSS will submit the ticket for all changes except feature changes, and the different Epic teams will begin their work.
Feature changes are access to dashboards, reports, and information outside one’s job duties. Executive leaders are the only roles afforded feature addition/removal request ability. Executive leaders can submit these requests via ticket or email/call to the Director of Epic.
1. Basic changes like last name or date of birth edits will not require manager feedback to finalize the change.
a. No email reply to the ticket is necessary though you will receive an email from srs@scrmc.com to alert you to the change.
b. If you feel the change request is inaccurate, please reply to the ticket advising such!
2. More complex changes will warrant manager involvement to finalize the change.
a. Manager Approval of Change Request
i. The Epic User Provisioning Team will determine appropriate changes within Epic based on the Change Request ticket details and other users in the same department and role.
ii. Managers will receive an email from srs@scrmc.com advising the changes. The manager can simply reply to the email, to create a comment in the ticket.
iii. If the changes are correct, the manager can simply reply “These are correct.”
iv. If the changes are incorrect, please simply reply with “Not Correct” and one of the following indicators.
1. The correct change for the user, in the manager’s words. Example: Not Correct – wrong department, Imaging is the correct department
2. If the manager does not know the “lingo” to communicate what would be correct, the manager can send the first and last name along with the employee ID number of another user that has the exact same access as what the new user will need. The Epic User Provisioning Team will use the provided
username to create appropriate changes. Example: Not Correct – give same as Sally Sue, RN Employee ID 12345
3. If neither of the above methods is an option, the Epic User Provisioning Team will engage application specific Epic Analysts to reach out to the manager and partner to identify the correct changes.
Example: Not Correct – not sure, help needed.
b. Training Team
i. At the conclusion of the above, the process is handed to the Epic Training Team.
ii. The Epic Training Team will assign training to the user based on the changes, if needed. Not all changes will require additional training.
iii. The Epic Training Team will advise the Epic User Provisioning Team if no training is required.
1. Training Required
a. The manager will receive an email from srs@scrmc.com if additional training is warranted. The manager can then register the new user for training classes.
b. The manager is responsible for ensuring the user knows the date/time of his/her registered training. An email will be sent to the user advising of the date/time.
c. When the user finishes training, the Epic Training Team and the Epic User Provisioning Team will be alerted.
c. Final Provisioning
i. Upon alert of training completion (This alert can have an up to 24-hour lead time) or advisement from the Epic Training Team that no training is required, the Epic User Provisioning Team will make the additional elements to the user account available.
ii. The Epic User Provisioning Team will advise the manager through an email from srs@scrmc.com, that the user access to Epic has been updated and the new user is able to work in Epic in new ways!
Removal of User Access to Epic
1. HR or MSS will submit the ticket, and the different Epic teams will begin their work.2. For HR, voluntary and involuntary terminations will trigger a ticket.
3. For MSS, exit from the organization Medical Staff will trigger a ticket.
4. Managers will receive an email from srs@scrmc.com, no action/reply is necessary unless you feel the removal of access is not warranted.