Escalation · IT
When should a workflow issue be sent to internal IT or the application team?
Escalate when the blocker is no longer a question of local ownership or training. Access provisioning, authentication, outages, security incidents, interfaces, suspected defects, protected configuration and production changes belong with authorized internal teams.
First checks
Work through the workflow before escalating blindly.
- Confirm the user understands the approved workflow.
- Confirm the expected owner and destination.
- Identify whether required access is missing.
- Identify whether expected system behavior differs from actual behavior.
- Prepare a concise no-PHI escalation summary.
Ownership questions
- Who owns first-line workflow clarification?
- Who owns access?
- Who owns application configuration?
- Who owns security incidents and outages?
Avoid making the problem worse
Common failure patterns
- Sending every repeat question to analysts.
- Requesting or sharing credentials.
- Using outside tools for confidential screenshots.
When to escalate
Use the organization’s authorized IT/application route. Patient-safety and clinical matters should follow their dedicated pathways rather than general workflow support.
Related resources
Continue with the closest workflow tool.
Access and login triage→Downtime and continuity→Structured Workflow Advisor→Boundary: Your organization’s approved policy, configuration, security controls and escalation process always control. HelpEpic is independent workflow guidance, not clinical advice or official Epic support. Never send HelpEpic patient names, DOBs, MRNs, screenshots, records, passwords, tokens or confidential internal information.