CCSQ ServiceNow

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers and Agents

“QualityNet Support Center” Renamed “CCSQ Services and Operations Support”

On Friday, March 24, at 8:30 PM ET, 2023, “QualityNet Support Center” will be renamed “CCSQ Services and Operations Support (SOS).”

This will impact all locations where “QualityNet Support Center” is referenced (e.g., Create a New Ticket in CCSQ Support Central, email notifications, etc.) and will be replaced with “CCSQ Services and Operations Support” in the following portals/pages:

• CCSQ Support Central
• CCSQ ServiceNow Platform
• Self Service Portal

Other impacts include:

• The “HCQIS Services and Operations Support” Assignment Group will now be known as “CCSQ Services and Operations Support.”
• The “HIDS Security IAM” Assignment Group will no longer be an active Assignment Group.
  • All open records (not closed or resolved) assigned to the “HIDS Security IAM” Assignment Group will be assigned to the “CCSQ Services and Operations Support” Assignment Group. (Previously named “HCQIS Services and Operations Support”)

• Historical records (closed and resolved) will remain assigned to the “HIDS Security IAM” Assignment Group.
• All members of the “HIDS Security IAM” Assignment Group will be added to the "CCSQ Services and Operations Support" Assignment Group.
• All notifications that reference IAM SNOW, "HIDS Security IAM", will be changed to “CCSQ Services and Operations Support” Assignment Group in ServiceNow.
• Any automated ticket routing currently in place for “HIDS Security IAM” will be routed to the “CCSQ Services and Operations Support” Assignment Group in ServiceNow.

The name update will reduce confusion when contacting the CCSQ Services and Operations Support (SOS) team for assistance.

Affected Customers: CCSQ Services and Operations Support (SOS) Team, CCSQ ServiceNow Customers and Service Center Agents

New Custom Enterprise Services (ES) Case Form

Starting Friday, March 24, 2023, after 10:00 PM ET, CCSQ ServiceNow Service Center agents will receive access to new functionality for creating and managing ES cases in CCSQ ServiceNow.

The new custom ES Case form will:

• Streamline data entry for customer service representatives and optimize search and reporting capabilities resulting in shorter call times and improved customer experience.
• Improve categorization for the SOS team to distinguish ES cases from other Case types.
• Direct cases to the SOS Team that are submitted by an internal or external contact and are not related to a specific program.

The custom ES Case form will include:

• Refined lists of categories and subcategories specific to ES cases.
• A “My Groups Work” list for case types that will show tickets assigned to SOS.
• Customized list view of ES cases.
• Capability to easily reassign cases to other programs.
• Availability to create a ticket or access tickets via CCSQ Support Central.
• Access to the Case form via Agent Workspace.

For more information and ES Case form training resources, review the Knowledge Article titled: Master Article – Enterprise Services (ES) Case in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account. 

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: New SECINC Warning Message

On Friday, March 24, at 8:30 PM ET, 2023, CCSQ ServiceNow will implement a new SECINC warning message to indicate security incidents cannot be tracked in CCSQ Support Central Track-a-Ticket function.

The new warning message will display when the customer types a security incident number (SECINC) in the “Ticket Number” field for a single ticket and will display on the report for multiple tickets:

Security Incidents cannot be tracked in CCSQ Support Central.

Please contact ServiceCenterSOS@cms.hhs.gov for assistance.

The new SECINC warning message will increase security awareness by providing informative messaging to CCSQ Support Central customers.

Affected Customers: CCSQ ServiceNow System Team

ServiceNow Health Scan Upgradeability Remediation 2022

On Friday, March 24, at 8:30 PM ET, 2023, CCSQ ServiceNow will implement an update to the ServiceNow health scan so it produces significantly less reported issues around Upgradeability.

This update will remove impediments that may affect a successful upgrade of ServiceNow and reduce the number of issues generated during upgrades to new releases of ServiceNow.

Affected Customers: CCSQ Support Central Portal Customers

Session Timeout Message for All Portals

On Friday, March 24, at 8:30 PM ET, 2023, CCSQ ServiceNow will add two new Session Timeout message pop-ups for all CCSQ ServiceNow portals. This will let the customer know when the form session will timeout and prevent any loss of the data that is entered. 

• The first Session Timeout message pop-up allows the customer to extend the session. “Please choose to extend or exit this session. If no selection is made, you will be redirected to the homepage in 5 minutes.”
• The second Session Timeout message pop-up reads, “Your session has been expired due to 30 minutes of inactivity. You will return to the homepage upon exiting this window.”

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Training Team and ServiceNow System Team

TRAIN Environment Clone Process Update for CCSQ Service Center Training Group  

On Friday, March 24, at 8:30 PM ET, 2023, CCSQ ServiceNow will implement an update to the clone process to ensure the members of the CCSQ Service Center Trainers group are active after each clone to the TRAIN environment.

CCSQ Service Center trainers no longer need to submit requests to the ServiceNow Admins for access in the TRAIN environment or to request roles. The CCSQ Service Center Trainers group will have now the ability to impersonate the user_admin role in order to unlock training userids.

Affected customers: CCSQ ServiceNow Service Center Agents

CCSQ Support Central Update: Track-a-Ticket “no tickets found” Message

On Friday, March 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central to increase the time before the 'no tickets found' message displays on the screen due to a delay in the system response. The 'no tickets found' message was causing customer confusion when they searched for their existing tickets.

This update will reduce the queries to the CCSQ Service Center about the Track-a-Ticket function.

Affected Customers: CCSQ ServiceNow System Team

Master Suite Structure Update

On Friday, March 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will deploy software and configurations to implement the inclusion of additional child test suites under the Master Test Suite:

• ITSM
  • Change
  • Incident
  • Problem
  • Service Portals
  • Service Catalog
• CSM
  • ES - Enterprise Case
  • QIES/iQIES
  • HQR
  • EPCS
  • QSEP
  • EQRS
  • QPP
  • Original Case Form
  • Hospital Hardship
• Custom CCSQ ServiceNow Applications
  • 1135 Waivers

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow RITM and REQ Approvers

CCSQ ServiceNow Update: Approval Request Notifications for RITMs and REQs

On Friday, March 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the approver email notifications to redirect approvers to the appropriate location to review information for RITMs or REQs.

• Approver email notifications will direct ServiceNow approvers without the ITIL role or fulfiller license (i.e., business stakeholder approver without ITIL access) to the CCSQ ServiceNow Portal to view RITM or REQ information.
• Approver email notifications will direct approvers with ITIL access or fulfiller license to the CCSQ ServiceNow Platform/Native to view RITM or REQ information for approval.

This resolves the issue of directing some approvers to a location where they cannot review the information needed to approve the request.

Affected Customers: CCSQ ServiceNow Customers

CCSQ Support Central: Customer Satisfaction Surveys for Create a New Ticket and Track an Existing Ticket

On Friday, March 10, 2023, at 8:30 PM ET, 2023, CCSQ ServiceNow will implement an update to add customer surveys for the CCSQ Support Central functionalities: Create a New Ticket and Track an Existing Ticket.

The customer has the option to opt out of either survey upon survey invitation or complete the survey with their feedback on their overall experience.

The survey feedback will identify areas of improvement by gathering metrics to gauge customer satisfaction and engagement with CCSQ Support Central. CMS, HCD, and the Service Center teams will have access to view the data-driven feedback and the analytic dashboard.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow System Team and Service Center Training Team

PlatCore LMS Decommission

On Friday, March 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to decommission PlatCore LMS and remove all access.  PlatCore LMS is no longer in use and the Service Center now uses Tovuti LMS.

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow Incident Watchlist Update

On Wednesday, March 8, 2023, CCSQ ServiceNow enabled sending email notifications to customers added to the ‘Watchlist’ field for an incident. Each watchlist participant will receive an email when the incident is created, additional comments are added by someone other than the caller, and the status is resolved. 

The hover/help text for the ‘Watchlist’ field will be updated to "People added to the Watchlist will receive email notifications for ticket updates and status changes."

Affected Customers: CCSQ ServiceNow Agents and Customers

CCSQ ServiceNow Update: URLs in Case Resolution Notifications

On Friday, March 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to ensure complete URLs will appear in the case resolution notifications sent to customers.  URLs are currently partially deleted when the text populates from the Close notes to the case resolution notifications. This enhancement will alleviate customer confusion and decrease Service Center calls about the incomplete URLs.

Affected Customers: CCSQ ServiceNow System Team and HIWAVE Customers

CCSQ ServiceNow Update: San Diego Patch 10 Hot Fix 1 Upgrade

On Saturday, March 11, 2023, CCSQ ServiceNow will be updated to include the San Diego Patch 10 Hot Fix 1 upgrade as scheduled in HIWAVE as a part of the monthly patching program. Skipped list will be manually adjusted as needed.

ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities.

The following enhancements were completed during this iteration:

Affected Customers: CCSQ ServiceNow Agents

Role Removal Deactivate User Flow

On Friday, February 24, 2023, CCSQ ServiceNow will implement an update to the Role Removal Deactivate User Flow so that events and notifications are used instead of sent email steps. Any updates to a single notification can be done in one effort and associated with other notification updates.

Affected Customers: CCSQ ServiceNow Customers

IT Service Catalog Update: Hover Text Added to Edit ServiceNow Assignment Group Membership

On Friday, February 24, 2023, CCSQ ServiceNow will update the Edit ServiceNow Assignment Group Membership item by adding help text when hovering over the ‘Add’ buttons to provide the customer instructional text on how to complete the Add Members and Remove Members sections.

Affected Customers: CCSQ ServiceNow Customers

QualityNet Question and Answer (Q&A) Update: New ‘State’ Field on Inpatient Quality Reporting Programs (IQR)

On Friday, February 24, 2023, CCSQ ServiceNow will add a new ‘State’ field dropdown in the Questions Details section of the QualityNet Question and Answer (Q&A) Site.

A ‘State’ dropdown field (required) will be added to the Question Details section when a customer selects:

• Program: IQR - Inpatient Quality Reporting
• Topic: Hip/Knee PRO-PM
• Country: United States

The State value captured on the Q&A form will be saved to the Case form and available in the platform and Agent Workspace.

This will allow CMS to better understand the population asking questions and route additional support requests to resources in their state if other assistance is requested.

Affected Customers: 1135 Waiver Administrators

1135: Public Health Emergency (PHE) Update – Inquiry/Waiver Only Options

On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update that allows 1135 Administrators to set a PHE to Inquiry only, Waiver only, or both.

A new checkbox titled 'Other Waiver Request Type Needed' will display on the Public Health Emergency page in the Field Message tab when the ‘Applicable to Waiver Request’ checkbox is checked. When both checkboxes are checked, the ‘Waiver/Flexibility Request Type’ and the ‘Describe your 1135 Waiver/Flexibility Request’ fields on the form must be completed.

 Affected Customers: 1135 Waiver Report Customers, 1135 Waiver Administrators, and 1135 Group Managers

1135: Supporting Document Reports - Withdrawn/Denied

On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the NATCEP Waiver 'Supporting Documents Missing OR Do Not Contain Data' notification and the 'NATCEP data received on CSXXXXXXX - Incorrect Format' notification so they will generate only when the withdrawn or denied records that have the resolution code ‘Covered Under Blanket Waiver’ are selected.

This update will provide customers with the most accurate information available about the Case(s) that have been submitted by filtering out records that are not applicable to the notifications listed above.

Affected Customers: SOG, 1135 Triage, 1135 Group Manager, 1135 Administrator, 1135 Comprehensive Reviewers and Escalation Analyst

1135: Access Control List (ACL) for Blanket Waiver Field on Case Form

On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an 1135 Waiver update to the ACL for ‘Blanket Waiver’ field on Case forms.

• The 1135 Customer/1135 Triage/1135 Escalation Analyst roles cannot modify the ‘Blanket Waiver’ field directly. The field value will be changed automatically upon selecting the Waiver Request Type.
• The 1135 Admin/1135 Group Manager/1135 Comprehensive Reviewer roles will be able to modify the ‘Blanket Waiver’ field directly or upon changing the Waiver Request Type.

The following maintenance tasks will be completed during this iteration:

 Affected Customers: CCSQ ServiceNow System Team

1135: Inbound Email Action for Parent/Child Waivers Script

On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the associated Automated Test Framework (ATF) script for a previous deployment to modify the inbound email handler processing for the 1135 Parent/Child Waivers.

Affected Customers: : CCSQ ServiceNow Internal Users

Onboarding Catalog Item Update: HIDS OPS-Active Directory Removed

On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will remove the HIDS OPS-Active Directory task from the Onboarding Catalog Item. The task routed to HIDS OPS-Active Directory is no longer needed.

Affected Customers: CCSQ Service Center Agents

Aging Tickets Not Updated Prior to 2022 to Be Closed

On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to close Cases and Incidents (INCs) that were last updated on or before Dec 31, 2021. 

This update will automatically provide Closed Notes/Work Notes for each ticket to explain why it was closed using the Closed Notes text, “This ticket was identified as an aging ticket that has been in open state since 2022 or prior. It is being moved to closed state as a part of a cleanup effort approved by CMS.“

No email notifications will be sent when these records are closed.

Affected Customers: CCSQ ServiceNow Systems Team and Architects

CCSQ Support Central Live Agent Chat Update: Profanity Filter Plugin

On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will install the Profanity Filter plugin to the CCSQ Support Central Live Agent chat application. When enabled at a future date, this filter will prevent the use of profanity by an agent in chat. Another communication will be sent when the Profanity Filter is enabled.

Affected Customers: CCSQ ServiceNow Architects, Administrators, and Security

Restrict JavaScript in iFrame Content Blocks

On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to prevent JavaScript code from being stored and executed in iFrames.

This will close out an existing POAM and provide a more secure platform from malicious attacks.

Affected Customers: CCSQ ServiceNow Architects, Administrators and Security

CCSQ ServiceNow Connection to AppOmni Retired

On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will retire the connection to AppOmni. ServiceNow will disable and remove all groups and roles from the AppOmni User and remove ServiceNow in AppOmni since it is no longer needed. 

The following enhancements were completed during this iteration:

Affected Customers: CCSQ Service Center Agents and HIDS Knowledge Management Team

Agent Workspace Update – Knowledge Base Interface

On Friday, February 10, 2023, CCSQ ServiceNow will implement an enhancement to access the Knowledge Base Homepage from Agent Workspace. A new Knowledge icon will be added to the left-hand navigation pane to allow agents to easily navigate the Knowledge Base categories using the filter and search functionalities.

This will improve the agent navigation experience and ability to access current Knowledge Base articles more efficiently.

For more information, review the Knowledge Article titled: Operating in Agent Workspace in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ ServiceNow Internal Customers

CCSQ ServiceNow Case Type Update – Assignment Group List View

On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update for the Assignment Group List on the application navigator for each Case type to automatically limit the list of groups to only display active groups. If the assignment group is no longer active, it will not appear in the results when a user selects the Assignment Group List for each Case type.

This will minimize the need to make manual updates to inactive groups for each case type. 

Affected Customers: HQR ADO Support

New Monthly HQR Incident Lifecyle Report

On Friday, February 10, at 8:30 PM ET, CCSQ ServiceNow will provide a new Monthly HQR Incident Lifecyle Report to track the updates to the assignment group, status, and priority values on incidents assigned to the ADO-HQR-Support and ADO-PM3-HQR Support assignment groups. The report will help to identify gaps in the incident workflow process and possible areas of improvement.

Affected customers: CCSQ ServiceNow Team

ATF Test Suite for the Master Test Suite Update

On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will deploy software and configurations to implement the following:

• Master Test Suite will be created and deployed.
• The following Child Test Suites will be created and associated with the Master Test Suite as the parent:
• Custom HCQIS ServiceNow Products
• CSM
• ITSM
• Core
• Integrations
• Reporting
• Managed Documents

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Team

CCSQ ServiceNow – San Diego Patch 9a and 10 Upgrades

CCSQ ServiceNow production environment will be updated to include the following patch upgrades:

• San Diego Patch 9a Upgrade on Saturday, February 11, 2023, at 6:00 AM ET
• San Diego Patch 10 Upgrade on Sunday, February 12, 2023, at 6:00 AM ET

ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities.

Affected Customers: CCSQ ServiceNow Customers

IT Services Catalog Update – HCQIS CI/CD Reference Links and Labels

On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will replace the URL link label ‘HCQIS CI/CD Reference’ with ‘HIDS CI/CD Tools’ for the SecDevOps > ADO Onboarding Request catalog items. The changes apply to the information on the Ansible Tower, CloudBees Jenkings, and the GitHub Enterprise Onboarding Request items.

Additionally, the URL link and label will be updated from ‘HCQIS CI/CD Reference’ to ‘HIDS CI/CD Tools’ for all the applicable areas under the Tool Access Request, ADO Support Request, and ADO Support Incident catalog items.

Affected Customers: CCSQ Service Center Agents

Agent Workspace Update – New Account and/or New Contact Error Messages

On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update in Agent Workspace to eliminate error account messages when creating a new account or new contact in any Case type.

Affected customers: CCSQ Support Central Customers

CCSQ Support Central – Service Center Hours of Operations Update

On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central by adding the hours of operation for the CCSQ Service Center and Live Chat/Virtual Agent to the Contact Us page. The Contact Us page will also include a list of the Federal Holidays when the Service Center is closed.

Affected customers: CCSQ Service Center Agents

CCSQ ServiceNow Update – Active User Reconciliation Process

On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will modify the reconciliation process to look at active user records to identify duplicate user and contact records. Reconciliation will only occur if there are duplicates with at least 1 active user record with that email, reconciling to the active record.

Improvements to the reconciliation process are made to eliminate the duplicate records in the user table and decrease calls to the Service Center.

Affected customers: 1135 Waiver Administrators, 1135 Comprehensive Reviewer, 1135 OPOLE Administrators, and 1135 Group Managers

1135 Waiver Updates (Echo)

On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to 1135 Waivers:

• Inbound Email Action for Parent/Child Waivers

When an inbound email response is received on a parent/child waiver in the ‘Resolved’ or ‘Closed’ state, the email will be attached to the parent/child waiver. A notification will be sent to the 1135 Comprehensive Reviewer and 1135 Group Manager that an email response was received on a resolved or closed parent/child waiver and needs to be reviewed. The inbound email response will not automatically re-open a case.

• Re-open a ‘Resolved’ or ‘Closed’ General Waiver

The ‘Re-open’ button will be visible to the 1135 Administrators, 1135 Comprehensive Reviewer, and 1135 Group Managers when a General Parent Waiver is in the ‘Resolved’ or ‘Closed’ state. When clicked, the General Parent Waiver will be moved to the ‘Comprehensive Review’ state.

The ‘Re-open’ button will be visible to the 1135 Administrators, 1135 Comprehensive Reviewer, and 1135 Group Managers when a General Child Waiver is in the ‘Resolved’ or ‘Closed’ state When clicked, the General Child Waiver and its associated General Parent Waiver will be moved to the ‘Open’ state.

Upon clicking the ‘Re-open’ button, a message will display requiring the 1135 Administrator, 1135 Comprehensive Reviewer, or the 1135 Group Manager to enter a mandatory work note describing why they are re-opening the General Parent Waiver or the General Child Waiver.

• 1135: OPOLE PHE – Re-open a ‘Closed’ Inquiry

The ‘Re-open’ button will be visible to 1135 Administrators, 1135 OPOLE Administrators, and 1135 Group Managers when an Inquiry is in the ‘Closed’ state.

Upon clicking the ‘Re-open’ button, a message will display requiring the 1135 Administrators, 1135 OPOLE Administrators, or 1135 Group Managers to enter a mandatory work note describing why they are re-opening the Inquiry.

The following enhancements were completed during this iteration:

Affected Customers: CCSQ Service Center Agents and CCSQ Support Central Customers

CCSQ Support Central Update – SMS Texts for Tracking an Existing Ticket

Starting Monday, January 23, 2023, CCSQ Support Central customers will be able to use SMS messaging when requesting to track existing ticket(s).

This new feature provides the following benefits to CCSQ Support Central Customers:

• An additional convenient, customer-friendly authentication method via text message 
• Eliminates the need to navigate between the CCSQ Support Central website and email to get the one-time password (OTP) for identification

View the CCSQ Support Central Guided Tour to learn how to register your mobile device.

For more information, access the Master Article for CCSQ Support Central in CCSQ ServiceNow and review the following Knowledge Articles:

• CCSQ Support Central Track an Existing Ticket
• How to use the Mobile Device Option for Tracking an Existing Ticket in CCSQ Support Central

Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ ServiceNow Customers

New Q&A Portal Topic – Hospital Commitment to Health Equity Measure

Starting Friday, January 20, 2023, at 8:30 PM ET, public Q&A submitters will be able to select a new topic titled ‘Hospital Commitment to Health Equity Measure’ for the ‘IQR-Inpatient Quality Reporting’ Program in the Ask a Question form of the public Quality Q&A Tool.

This enhancement to the Q&A portal will improve customer interactions and help reduce response time by directing questions to the appropriate IQR group.

Affected customers: CCSQ ServiceNow Internal Customers and Service Center Agents

Security Incident Verbiage Update 

On Friday, January 20, 2023, at 8:30 PM EDT, CCSQ ServiceNow will update the verbiage message that submitters receive when creating a Security Incident in the CCSQ ServiceNow platform and Service Portal when they are not listed as the Reporter. The new message reads, “Your Security Incident has been successfully submitted.” to acknowledge the incident submission and avoid any customer confusion.

For more information, review the Knowledge Article titled: How to Report a Security Incident in ServiceNow Platform and Portal in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ ServiceNow Customers

CCSQ Support Central Update – PRA Disclosure Information in Footer

On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a link to the CCSQ Support Central Portal footer to include PRA Disclosure information. The PRA Disclosure Statement will be displayed as a pop-up window when the customer selects the link.

Affected customers: CCSQ ServiceNow Internal Customers

IT Services Catalog Update – ‘Request on your Behalf’ Notification for Multiple Requests Submitted at Once

On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the IT Service Catalog ‘Request on your Behalf' Notification. The customer will receive a single email detailing all the requested changes when submitting multiple requests at once for adding/removing members from assignment groups in the IT Services Catalog/Assignment Group Management/Edit ServiceNow Assignment Group Management Catalog Item.

For more information, review the Knowledge Articles titled: Edit ServiceNow Assignment Group Membership Catalog Item and Assignment Group Management Catalog Items in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ ServiceNow Contractors and CCSQ Services and Operations Support (SOS) Team

New IT Services Catalog Item – Individual Contractor Offboarding Request and Process

On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a new IT Services Catalog item titled ‘Individual Contractor Offboarding Request’.

This update will eliminate process confusion for customers and decrease the amount of time required to offboard an individual from a contract by standardizing the process and creating a centralized repository for capturing this data.

The new individual contractor offboarding request process is as follows: 

1.    Any authenticated user can complete and submit the Individual Contractor Offboarding Request form via the IT Services Catalog >User Access and Password Reset> Individual Contractor Offboarding Request.

2.    The offboarding request generates a task for CCSQ Services and Operations Support (SOS) to review and validate the request with the authorized Security Official (SO) and complete the offboarding process to remove roles and entitlements for the identified individual contractor. 

The following maintenance tasks will be completed during this iteration:

 Affected Customers: CCSQ ServiceNow Internal Customers

Remove ‘Configuration Item’ Field on Incident and Major Incident Form

On Friday, January 6, 2023, at 8:30 PM EDT, CCSQ ServiceNow implemented an update to remove the ‘Configuration Item’ field on the Major Incident Management and Incident forms.

Affected Customers: CCSQ ServiceNow Customers

New CCSQ Support Central Guided Tour Video

On Thursday, January 12, 2023, at 5:00 PM EDT, CCSQ ServiceNow updated the CCSQ Support Central Guided Tour page to display an updated "How to Use the Self-Service Portal" video.

Affected Customers: CCSQ ServiceNow Internal Customers

IT Services Catalog Update – New HIDS CI/CD Tools Link on ADO Onboarding Request Catalog Items

On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will replace the URL link ‘HCQIS CI/CD Reference’ with ‘HIDS CI/CD Tools’ for the SecDevOps ADO Onboarding Request catalog items. The changes apply to the information on the Ansibilt Tower, CloudBees Jenkings, and the GitHub Enterprise Onboarding Request items.

Affected Customers: CCSQ Service Center Agents

Agent Workspace Update – First Call Resolve Work Notes

On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to require the ‘Close Code’ and ‘Close Notes’ fields be populated when the ‘First Call Resolve’ button is selected for an Agent Workspace Case. This update will ensure resolution information is sent to the customer when the case is resolved.

Affected customers: CCSQ ServiceNow Team

AppOmni Update – Packages Call Removal Tool System Setting Rule

On Friday, January 20, 2023, at 8:30 PM EDT, CCSQ ServiceNow will improve security settings by implementing a configuration update to identify client-side API calls that will then be validated for authorization and restriction for sensitive object access.

The following enhancements were completed during this iteration:

Affected customers: CCSQ ServiceNow Service Center Agents

• CCSQ ServiceNow Update – Adding Inactive Users or Contacts to Assignment Groups

On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to prevent the ability to add inactive users and contacts as members to an assignment group. The reference lookup used to add new members is pre-formatted to display the members available for the group. An error message is displayed if an agent changes the query and attempts to add inactive users or contacts.

• CCSQ ServiceNow Update – New ‘Channel’ Field to RITMs and Service Catalog Tasks

On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to add a ‘Channel’ field to request items (RITMs) and service catalog tasks. The ‘Channel’ field will update the HCQIS SOS Task Totals dashboard with more accurate information and eliminates the need for agents to manually separate the data.

The new ‘Channel’ field values are:

• • Email
  • Phone
  • Self-Service
  • Direct Entry
  • SLACK
  • System

The field is auto populated with the ‘System’ value for records created for HARP Approvals, FileCloud Approvals, and Role Removal User requests. The field defaults to ‘Self-Service’ for non-automated requests.

Affected customers: CCSQ ServiceNow SOS Team

Agent Workspace Update – ‘New’ Button for RITMS

On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an Agent Workspace update for offboarding request RITMS to allow the SOS team to create tasks by accessing the ‘New’ button.

This update will allow the SOS team to create a new task for offboarding request RITMs when they require a task assigned to the Atlassian or AD team without toggling between ServiceNow Platform and Agent Workspace to complete this action.

Affected customers: CCSQ ServiceNow 1135 Waiver Report Agents and Administrators

1135 Waiver Report Update – New ‘Waiver Count Type’ Column

On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an 1135 Waiver Report update to add a column (with drop-down options) titled ‘Waiver Count Type’ in the Waiver Reports Table to produce accurate reports.

The information captured in the 'Waiver Count Type' column will allow 1135 Waiver Report Agents and Administrators to filter between 'All Waivers', ‘All Inquiries’, and 'NATCEP Waivers' that are used for Dashboards and Reports.

The following maintenance tasks will be completed during this iteration:

 Affected customers: CCSQ ServiceNow Internal Customers

• Updated HARP Link on User Access and Password Reset Catalog Items

On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the URL link to HARP listed on the User Access and Password Reset catalog items. The changes apply to the information on the User Access form and the Application Password Reset form.

• Add CCSQ Support Central Knowledge Base to Self Service Portal

On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to make the CCSQ Support Central knowledge base articles available on CCSQ ServiceNow Self Service Portal.

Affected customers: CCSQ ServiceNow Team

CCSQ ServiceNow – San Diego Patch 9 Upgrade

On Saturday, January 7, 2023, at 6:30 AM EDT, CCSQ ServiceNow will be updated to include the San Diego Patch 9 Upgrade. As part of the ServiceNow Patching Program, ServiceNow automatically pushes patches to the environments. ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities.

Affected customers: CCSQ ServiceNow Internal Users and Customers

AppOmni Update – Prevent Screen Shots by Android Users

On Friday, January 6, 2023, at 8:30 PM EDT, CCSQ ServiceNow will improve security settings by implementing a configuration update to prevent screen shots by Android users.

Affected customers: CCSQ ServiceNow Service Center Agents

CCSQ ServiceNow Update – New ‘CXOne’ Text Field

On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to add a new ‘CXOne’ text field to the task table. This field will be used to route email and web cases to live agents through NICE CXone.