CCSQ ServiceNow

The following enhancements were completed during this iteration:

Affected Customers: CCSQ ServiceNow Internal Customers

CCSQ ServiceNow Group Management Update – Inactivity Notifications

Starting Friday, December 9, 2022, at 8:30 PM ET, CCSQ ServiceNow will provide automated email notifications to group managers when a support group member is at risk of being deactivated due to inactivity, improving the group managers’ awareness of changes to their ServiceNow group.

The notifications will be sent to the group manager or group email with a list of group members that are at risk of deactivation due to inactivity within CCSQ ServiceNow. If a group does not have a group manager or group email, then the email notification is sent to all Group Members.

The schedule for these notifications is as follows:

1. First notification at the 30th day of inactivity
2. Then, notifications every subsequent 7 days until the 59^th day of inactivity
3. Last notification on the 60^th day of inactivity that the subject members have been retired from their Assignment Group(s) and User Roles in ServiceNow

For more information and examples of these notifications, review the Knowledge Article titled: Group Email Notification Templates in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

Affected customers: CCSQ ServiceNow 1135 Waivers Administrators

CCSQ ServiceNow 1135 Waivers - NATCEP Excel Attachment and Update to Cases

On Friday, December 9, 2022, at 8:30 PM ET, CCSQ ServiceNow will implement an update to provide automated process runs (daily) that will extract the Excel attachment (NATCEP Template) information and update the NATCEP tab. This will be visible on the Child Case if Waiver Type is a Conditional Blanket Waiver (i.e., LTC Facilities and SNFs and/or NFs - Training and Certification of Nurse Aides).

Affected Customers: CCSQ ServiceNow Team

CCSQ ServiceNow Health Scan Manageability Remediation

On Friday, December 9, 2022, at 8:30 PM ET, CCSQ ServiceNow will implement updates to address findings from the ServiceNow Health Scan Manageability review. These updates will reduce the time spent on administrative activities by applying configuration management and data management best practices across the platform and application areas.

Affected Customers: Affected Customers: CCSQ ServiceNow IT Services Catalog Cloud/AWS Access Request Customers

IT Services Catalog Cloud Item AWS Access Request - Approval Workflow Update

Starting Friday, December 9, 2022, at 9:00 PM ET CCSQ ServiceNow will implement an update to the Service Catalog Cloud Item AWS Access Request which will improve the approval workflows for a submission.  The requests will now be automatically routed to the appropriate SO or to the HIDS Security IAM team when there is no designated SO on record.

For more information, review the Knowledge Article titled: AWS Access Request Form in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

The following maintenance tasks were completed during this iteration:

Affected customers: CCSQ ServiceNow Customers

EQRS Case Update – QNetSupport-ESRD@cms.hhs.gov Email Address in CC Field 

On Friday, November 25, 2022, at 8:30 PM EDT, CCSQ ServiceNow implemented an update so that an EQRS case will no longer be created when QNetSupport-ESRD@cms.hhs.gov email address is included as a carbon copy (CC) addressee in an email.

Affected customers: CCSQ Service Center Agents

CCSQ ServiceNow Update – Duplicate Record Creation

On Friday, December 9, 2022, at 8:30 PM ET, CCSQ ServiceNow will implement an update to restrict the creation of duplicate accounts. When a customer enters account information that is different than what is currently in ServiceNow, the existing customer’s User information will be updated, and new User creation will be prevented. If only a Contact User account exists, the Contact record information will be updated.

This update will decrease support calls to the Service Center.

Affected customers: CCSQ ServiceNow iQIES/QIES/ASPEN Service Center Agents

Agent Workspace Update – Auto Populate iQIES/QIES/ASPEN Assignment Group

On Friday, December 9, 2022, at 8:30 PM ET, CCSQ ServiceNow will implement an update for Agent Workspace to auto-populate the correct assignment group for iQIES/QIES/ASPEN cases. This will allow cases to be quickly routed to iQIES, QIES, or ASPEN agents and it will provide a similar agent experience that is available when cases are created using the Platform view.

Affected customers: CCSQ ServiceNow Internal Customers

• Implement 90 Day Recurring Predictive Intelligence (PI) Retraining Schedule

On Friday, December 9, 2022, at 8:30 PM ET, CCSQ ServiceNow will retrain the Predictive Intelligence (PI) learning capabilities that are used to assign incidents from the Self-Service Portal. This retraining will reduce manual intervention when assigning incidents and it will ensure that incidents created via the Portal are not auto-assigned to groups that have been deactivated. PI will be automatically retrained every 90 days from Friday’s date.

• Self Service Portal Update – Work Notes Option Removed for Security Incidents

On Friday, December 9, 2022, at 8:30 PM ET, CCSQ ServiceNow will remove the ability to add work notes for a Security Incident (SECINC) on the Self-Service Portal. Customers can continue to add activity notes using the ‘My Stuff’ option on the Self-Service Portal and the notes will remain customer facing. Service Center agents can add work notes for the Security Incident using the Platform views.

The following enhancements were completed during this iteration:

Affected Customers: CCSQ ServiceNow Agents

Agent Workspace Enhancement: New ‘Open Requests’ View

Starting Wednesday, November 23, 2022, at 8:30 PM ET, CCSQ ServiceNow will implement an update to Agent Workspace. An ‘Open Requests’ view has been added to the Navigation module that will allow SOS agents to view and update service requests in Agent Workspace without toggling back and forth to the platform.

The following maintenance tasks were completed during this iteration:

Affected customers: CCSQ ServiceNow Internal Customers

On Wednesday, November 23, 2022, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to the Self Service Portal.

• Service Requests Update

This update will allow customers to view the activity tab, provide comments, and view any attachments for Service Requests that are in the Pending state.

• ‘Other’ Text Field Available for Security Incidents

This update will allow ServiceNow customers to provide additional details for Security Incidents using an ‘Other’ text field. This will improve the efficiency of SOS agents to address Security Incidents and provide a similar customer experience that is available when submitting Security Incidents on the ServiceNow platform.

Affected customers: CCSQ ServiceNow Team

CCSQ ServiceNow Security Update

On Wednesday, November 23, 2022, at 8:30 PM ET, CCSQ ServiceNow will implement updates to improve the security hardening compliance score. The configuration updates will ensure that the production environment has the most current settings to reduce the risk of potential vulnerabilities.

Affected customers: CCSQ ServiceNow Service Center Agents

On Wednesday, November 23, 2022, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates:

• Rename Account Administrator List to Security Official List

CCSQ ServiceNow will rename the ‘Account Administrator’ list to ‘Security Official.’ The Security Official list is available under the Security Incident category in the filter navigator in the ServiceNow platform. The list name now  reflects the use of Security Official as the group type.

• New ‘Business service’ Field on the Incident Form

A new search/reference field titled 'Business service' will be added to the CCSQ ServiceNow Incident form. The new 'Business service' field will allow Service Center agents to identify the service impacted for an incident to provide more accurate trending and reporting data on incidents.

Affected customers: CCSQ Support Central Customers

CCSQ Support Central Schedule a Call - 508 Compliance Updates

On Wednesday, November 23, 2022, at 8:30 PM ET, CCSQ ServiceNow will update the Schedule a Call application on CCSQ Support Central to ensure 508 compliance.

Affected customers: CCSQ ServiceNow Customers

Email Handler Update: CCSQ ServiceNow No Longer Processing Inbound Emails to @hcqis.org Domain

On Friday, November 25, 2022, at 8:30 PM ET, CCSQ ServiceNow will stop processing inbound email with the @hcqis.org domain. Emails sent to the following addresses will no longer be received by ServiceNow: 

• qnetsupport@hcqis.org
• QNetSupport-ESRD@hcqis.org
• Proofing@hcqis.org
• qppsupport@hcqis.org
• qpp@hcqis.org

Inbound email to the @cms.hhs.gov domain will continue to be processed. This includes inbound email to:

• qnetsupport@cms.hhs.gov
• QNetSupport-ESRD@cms.hhs.gov
• Proofing@cms.hhs.gov
• qpp@cms.hhs.gov

The following enhancements were completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers (ServiceNow Platform and ServiceNow Portal)

CCSQ ServiceNow IT Catalog Update – Assignment Group Membership

Starting Thursday, November 10, 2022, at 8:30 PM ET, CCSQ ServiceNow will provide an automated process for the ‘Edit ServiceNow Assignment Group Membership’ Catalog Item. This update requires the Security Official (SO) to approve adding members to the Assignment group.  The automated catalog item will reduce the time required to add or remove a person (or persons) from an assignment group.

The following actions have been automated:

• If the SO submits the request to add/remove Assignment group members, the request is automatically approved.
• If someone else submits a request, the submission is auto-routed to the Group Manager (GM) and then the SO.  
• If there is no GM or SO designated for the Assignment Group, a task will automatically be generated to the HIDS Security IAM team to add the appropriate designee.   

Requesting to add/remove multiple people can be done from within a single submission. A separate RITM is created for each of the multiple people or groups in the submission.

Affected customers: CCSQ ServiceNow Customers

CCSQ ServiceNow AD Password Reset Message Update

Starting Thursday, November 10, 2022, at 8:30 PM ET, CCSQ ServiceNow will provide real-time password reset messaging to help customers satisfy AD password reset requirements.

This update will:

• Improve the customer experience by providing descriptive explanations and steps to remediate the issue when an error occurs.
• Reduced the number of calls to the CCSQ Service Center for AD password reset issues.

The following maintenance tasks were completed during this iteration:

Affected customers: CCSQ ServiceNow and JIRA Customers

• JIRA/SNOW Integration - Duplicate Ticket Creation Issue Resolved

On Thursday, November 10, 2022, at 8:30 PM ET, CCSQ ServiceNow will implement an update that resolves the issue of duplicate ticket creation within JIRA upon failed requests within CCSQ ServiceNow to improve efficiency of the JIRA/ServiceNow integration.

Affected customers: CCSQ ServiceNow Customers

• Q&A Portal Case Record Updates for 'Inpatient Claims - Based Measures' Program

Starting Thursday, November 10, 2022, at 8:30 PM ET, CCSQ ServiceNow will update the Q&A Portal Case Record for 'Inpatient Claims - Based Measures' Program so that the Country (State) and Contact Type are recorded on the native view of the form.

• CCSQ ServiceNow/HARP User Record Update

Starting Thursday, November 10, 2022, at 8:30 PM ET, CCSQ ServiceNow will implement an update to ensure that CCSQ ServiceNow User records are not created when an incoming email is processed by CCSQ ServiceNow eliminating duplication and ensuring HARP is the source of User records.

• CCSQ ServiceNow IT Catalog Update - Deactivate HIDS OPS-MW Fulfiller Assignment Group

On Thursday, November 10, 2022, at 8:30 PM ET, CCSQ ServiceNow will:

• • Deactivate the HIDS OPS-MW Fulfiller (Assignment) group, which no longer exists.
  • Remove the following Request Types from the Application Management Service Catalog Item as they are no longer in use:
    • Add (Build/Clone)
    • Modify
    • Remove

• Request for Property Action ServiceNow Form (HHS22) Update

On Thursday, November 3, 2022, at 8:30 PM ET, CCSQ ServiceNow updated the Request for Property Action ServiceNow form (HHS22). This form is used to transfer or decommission equipment owned by CMS and used by a contractor. A new option, ‘10/1/2022 - 9/30/2023’ was added to the Request Year field drop-down list.

The following enhancements were completed during this iteration:

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

CCSQ Support Central Update: Schedule a Call

Starting Friday, October 28, 2022, at 8:30 PM ET, CCSQ Support Central customers will be able to schedule a call with a CCSQ Service Center agent.

The new feature will provide the customer the ability to schedule a call back with a Service Center agent specific to their program. The enhancement provides a time-saving alternative to waiting in a queue for the next available agent. This aligns agent capacity with the customer needs to deliver the best customer experience possible.

To schedule a call:

1. Access CCSQ Support Central and click one of the Schedule a Call buttons.
2. Complete the Schedule a Call form and then click the Submit button.
3. A verification pop-up displays, and the customer also receives an email notification to verify the callback information.

For more information, review the Knowledge Article titled: CCSQ Support Central Schedule a Call Back in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

The following maintenance tasks were completed during this iteration:

Affected customers: CCSQ ServiceNow Team

San Diego Patch 8 Upgrade

On Saturday, October 22, 2022, at 6:15 AM EDT, CCSQ ServiceNow was updated to include the San Diego Patch 8 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 Customers

CCSQ ServiceNow IT Catalog Item Updates

On Friday, October 28, 2022, at 8:30 PM EDT, CCSQ ServiceNow will update the following IT Catalog Items:

• Assignment Group Management – Create a new Assignment Group Updates

The Contract Name field drop-down list and the Case Program Area field on the Create a new Assignment Group catalog item will be updated to include all programs.

• ADO Onboarding – Contract Name Update

The duplicate ‘QIES’ entry in the Contract Name field drop-down list will be removed from SecDevOps ADO Onboarding Request catalog items.

•  Cloud Catalog Item Description Updates

The word ‘Restore’ will be removed from AWS Storage and the word ‘AMI’ will be removed from AWS Compute Services.

The following maintenance tasks were completed during this iteration:

Affected Customers: CCSQ Service Center Agents

CCSQ ServiceNow HIDS Assignment Group Update

Starting Friday, October 14, 2022, at 8:30 PM EDT, the Assignment Group titled ‘HIDS Data Services’ will be renamed ‘HIDS AiOps Operations and Support’ in the CCSQ ServiceNow IT Service Catalog.

­­­­­­­­­­­­­­­­­­­­The ‘HIDS AiOps Operations and Support’ assignment group location is IT Service Catalog > Network Services > IP Addressing.

For any questions, please reach out to CCSQServiceNow@cms.hhs.gov.

The following enhancements were completed during this iteration:

Affected Customers: CCSQ ServiceNow NATCEP 1135 Waiver Request Submitters

• 1135 Waivers: Mass Email Response to Unresolved NATCEP Waiver Requests

On Thursday, October 6, 2022, CCSQ ServiceNow sent an email distribution to submitters of NATCEP 1135 Waiver Requests if their NATCEP 1135 Waiver Request was not processed by the October 7, 2022, deadline.

•  1135 Waivers: Mass Email Distribution with NATCEP Template

On Thursday, October 6, 2022, CCSQ ServiceNow sent an email distribution to submitters of unresolved NATCEP 1135 Waiver Requests whose States had not been approved for Conditional Blanket Waivers with the NATCEP Waiver Template included.

•  1135 Waivers: Bulk Resolve All Relevant NATCEP Waivers

On Friday, October 7, 2022, CCSQ ServiceNow will systematically resolve all Child Cases that qualified as Conditional Blanket Waivers to meet the request to have all NATCEP Waivers resolved prior to the October 7^th deadline.

 These updates will ensure that the NATCEP Waivers requirements will be met by October 7, 2022.

Affected Customers: CCSQ ServiceNow 1135 General Waiver Submitters, 1135 Administrators, and 1135 Comprehensive Reviewers

1135 Waivers: Update Email Notification - Conditional Blanket Waiver Supporting Documents Required

As of Wednesday, October 5, 2022, 1135 General Waiver Submitters will receive an updated automated email notification when they are required to send supporting documentation to CMS so that their Conditional Blanket Waiver request may be processed.

The email notification now includes the NATCEP Waiver Template which is required to be filled out and sent back by the submitters.

The following maintenance tasks were completed during this iteration:

Affected Customers: CCSQ ServiceNow 1135 General Waiver Submitters, 1135 Administrators, and 1135 Comprehensive Reviewers

1135 Waiver Updates

On Wednesday, October 5, 2022, the following 1135 Waiver updates were implemented:

• 1135 Waivers: Parent Case Adjudication Values Update

When a Child Case is de-escalated and moved to a new Parent Case, the original Parent Case adjudication values will be re-calculated.

• 1135 Waivers: De-escalated Notification Recipients Update

When a Child Case is de-escalated, a notification will only be sent to the Assignment Group Parent (Triage Group Members), not All Group Members.

Affected Customers: CCSQ ServiceNow Q&A Portal Customers

Q&A Portal: Ask-a-Question Form Update

On Friday, October 7, 2022, at 8:30 PM EDT, CCSQ ServiceNow will update the Q&A Portal for ‘Inpatient Claims-Based Measures’ Program, ‘Understanding Measure Methodology’ topic. Three previously available fields [Contact Type, Country, and State (if US is the country)] will be restored on the Q&A Form and the backend Case form.

The following enhancements were completed during this iteration:

Affected Customers: CCSQ ServiceNow Internal Customers

CCSQ ServiceNow Duplicate User Record Reconciliation

 On Friday, September 30 at 8:30 PM EDT, the CCSQ ServiceNow Team will be performing a reconciliation of duplicate User records. User records with duplicate emails are being reconciled into a single User record.

This update will eliminate the duplicate User records in CCSQ ServiceNow.

The following maintenance tasks were completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow “Client Callable Script Include” Privacy Setting Update

On Friday, September 30, 2022, at 8:30 PM EDT, the CCSQ ServiceNow “Client Callable Script Include” Privacy Setting will be updated to enhance system security. The update to the “client-callable script includes” privacy setting prevents unauthenticated customers who access public pages from triggering functionality that is meant only for authenticated customers.

The following enhancements were completed during this iteration:

1135: Conditional Blanket Waivers Update

Affected customers: 1135 Waiver Administrators and 1135 Group Managers

Starting Friday, September 23, 2022, at 11:30 PM EDT, the following update will be applied that impacts the functionality and reporting for 1135 General waivers.

The ‘Blanket Waiver’ field will be updated on Child Waivers that are identified as Conditional Blanket Waivers for states and counties for Waiver Types by Public Health Emergencies (PHEs). 1135 Administrators will have the ability to determine if a Conditional Blanket Waiver should be identified as a Blanket Waiver on a case-by-case basis in CCSQ ServiceNow.

The following maintenance tasks were completed during this iteration:

Workflow Change for Tenable Nessus Requests

Affected customers: HIDS Threat and Vulnerability Management Team

Starting Friday, September 23, 2022, at 8:30 PM EDT, Tenable Nessus requests currently auto-assigned to the HIDS Security Engineering team will be changed to auto-assign to the HIDS Vulnerability & Threat Management team. 

_____________________________________________________________

San Diego Patch 7 Upgrade

Affected customers: CCSQ ServiceNow Team

Starting Saturday, September 24, 2022, at 6:45 AM EDT, CCSQ ServiceNow was updated to include the San Diego Patch 7 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.

The following enhancements were completed during this iteration:

Affected Customers: iQIES HCD Customer Research Team

iQIES User Research Form HCD

Starting Friday, September 16 at 8:30 PM EST, CCSQ ServiceNow will be releasing functionality allowing the iQIES community to volunteer their participation in iQIES research projects. This new functionality includes an easy-to-use self-serve input form, the iQIES HCD User Research Form, accessed via the iQIES Community Portal. The form captures iQIES information along with the standard contact information from the iQIES research volunteers.

The iQIES HCD User Research Form provides iQIES a way to capture and manage customer’s interest in participating in future iQIES HCD research projects that they use to drive decisions and achieve iQIES goals. The information gathered from the iQIES HCD User Research Form will be stored in CCSQ ServiceNow allowing the iQIES HCD team to access participant information, track participation rate, view user research notes, etc. to conduct their research.

For more information, review the Knowledge Article titled: QIES HCD Team to Add/Update HCD Participants using iQIES HCD Research Form in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

Affected Customers: Internal CCSQ ServiceNow Customers

IT Services Catalog - AWS Access Request Form Update 

Starting Friday, September 16, 2022, at 8:30 PM EDT, a CCSQ ServiceNow update will add the AWS Account number and AWS Account Alias to the AWS Request Access Form. Customers will be able to easily select the LOB AWS Account Alias from the drop-down after entering the AWS account.  The AWS Account Number will automatically populate on the form.

This update will improve the CCSQ ServiceNow customer ticket fulfillment experience by being quicker and more accurate for routing to the appropriate CCSQ Service Organization.

Affected Customers: CCSQ ServiceNow Service Center Agents

Agent Workspace - CCN Field Added to Search Modal Window

Starting Friday, September 16, 2022, at 8:30 PM EDT, a CCSQ ServiceNow update will improve the efficiency of Agent Workspace by enabling the same CCN (CMS Certification Number) search functionality that is included in the ServiceNow Platform. The CCN search option is included in the Case form next to the ‘Account’ field.

This update will help the Service Center agent save time when searching for a facility.

Affected Customers: 1135 Waiver Administrators

1135: ‘Custom Messages’ Field Update

Starting Friday, September 16, 2022, at 8:30 PM EDT, 1135 Waiver Administrators will be able to add hyperlinks to the ‘Custom Messages’ field, so that the 1135 Waiver Submission Confirmation Notification sent to the submitter can include hyperlinks (if needed) to improve the submitter’s experience.

The following maintenance tasks were completed during this iteration:

Affected Customers: CCSQ ServiceNow Administrators

AppOmni Application Update to Version 2.1.1

On Wednesday, September 7, 2022, AppOmni was updated to Application version 2.1.1 in CCSQ ServiceNow.

This update ensures CCSQ ServiceNow is using the most current version of AppOmni to maintain current policy scanning of the environment, which checks overall system configuration and security stature.

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow Case Update – Case Sensitive Email

Starting Wednesday, September 7, 2022, at 8:30 PM EDT, all inbound email addresses in CCSQ ServiceNow containing upper case characters will automatically convert to all lowercase characters to avoid system processing issues.

Affected Customers:  Problem Ticket Customers

JIRA Issue Added to Problem Ticket

 Starting Friday, September 16, 2022, at 8:30 PM EDT, a single text field will be added to the Problem Ticket with the name of the Jira Issue.  This will improve reporting capability for Problem Tickets by showing the Jira issue.

The following enhancements were completed during this iteration:

Affected Customers: CCSQ ServiceNow Internal Customers

CCSQ ServiceNow Group Management Update – Inactivity Notifications

Starting Friday, September 2, 2022, at 8:30 PM EDT, CCSQ ServiceNow will provide automated email notifications to group managers when a support group member is at risk of being deactivated due to inactivity, improving the group managers’ awareness of changes to their ServiceNow group.

The notifications will be sent to the group manager or group email with a list of group members that are at risk of deactivation due to inactivity within CCSQ ServiceNow.

The schedule for these notifications is as follows:

1. First notification at day 30
2. Then, notifications every subsequent 7 days until day 60
3. Last notification on day 60 that the subject members have been retired from their group(s)

Affected Customers: Public Q&A Tool Submitters and Q&A Agents

New Inpatient Quality Reporting (IQR) Topic Added to the Q&A Portal - Hip/Knee PRO-PM

Starting Wednesday, August 31, 2022, at 8:30 PM EDT, public Q&A submitters will be able to select a new topic titled ‘Hip/Knee PRO-PM’ 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.

The following maintenance tasks were completed during this iteration:

Affected Customers: CCSQ ServiceNow Service Center Agents

• Work Notes Emails to ‘Assigned to’ Agents

Starting Thursday, August 25, 2022, at 8:30 PM EDT, CCSQ ServiceNow will no longer trigger an email notification to the ‘Assign to’ agent when the ‘Work notes’ field is updated by another agent. This will reduce the potential exposure of sensitive information that may have been included in the work notes.

The ‘Assign to’ agent will continue to receive an email notification that includes the ‘Additional comments’ when that field is updated by another agent.

• User/Contact Record Update – Business and Mobile Phone

Starting Friday, September 2, 2022, at 8:30 PM EDT, a new phone number format for phone extensions will display in the ‘Business phone’ and ‘Mobile phone’ fields for new and existing User/Contact records in CCSQ ServiceNow.

The old phone format (XXX)XXX-XXXX Ext: XXXX will be replaced with a new format (XXX)XXX-XXXX-XXXX for phone extensions.

•  ‘Create Knowledge’ Button Update

Starting Thursday, August 25, 2022, 2022, at 8:30 PM EDT, CCSQ ServiceNow will update the ‘Create Knowledge’ button as follows:

• • In Agent Workspace, the ‘Create Knowledge’ button will be replaced with the ‘Report Knowledge Gap’ button.
  • In Platform view, the ‘Create Knowledge’ button will be removed.