CCSQ ServiceNow

The following enhancements were completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers

Resolution Acceptance Acknowledgement Pop-up Consistency

On Friday, June 10, 2022, an update was made to ensure CCSQ ServiceNow displays a consistent ticket resolution acknowledgement notification when a case resolution is accepted.

The “Thank you” line will be consistent among the programs and Case types so that confusion can be avoided.

Affected Customers: 1135 CMCS Medicaid Waiver Administrators, 1135 CMCS Group Managers, and 1135 CMCS Comprehensive Reviewers 

1135 CMCS Medicaid Waiver Updates: New 'Reopen Case' and 'Generate Comprehensive Response' Buttons

Starting Saturday, June 25, 2022, the 'Reopen Case' and 'Generate Comprehensive Response' buttons on the 1135 CMCS Medicaid Waiver will be available to the 1135 CMCS Administrators, 1135 CMCS Group Managers, and 1135 CMCS Comprehensive Reviewers.

• ‘Reopen Case’ button
• Provides the ability to manually reopen a ‘Resolved’ or ‘Closed’ Medicaid Waiver (Parent or Child Case).
• Now cases can be reopened by the 1135 CMCS Medicaid Waiver Administrators, 1135 CMCS Group Managers, and 1135 CMCS Comprehensive Reviewers after they have been closed/resolved without submitting a request to the Service Center.
• ‘Generate Comprehensive Response’ button
• Provides the ability to generate a comprehensive response so it appears on the Parent Case with all the Close Notes from all the related Child Cases.
• This will save time by not having to individually review the Close Notes for each Child Case and manually update the ‘Comprehensive Response’ field on the Parent Case.

The following maintenance tasks were completed during this iteration:

Affected Customers: CCSQ ServiceNow System Team

JQuery Library Update

On Friday, June 17 at 8:30PM, an update was made to allow for continuous JQuery library updates to ensure security vulnerabilities are patched. This will ensure any updates from ServiceNow to the libraries, and code within, are applied to the environment during the monthly patches.

Affected Customers: QPP Service Center Agents and Leads

Restore QPP Case Type Reports

On June 21, 2022, an update was made in CCSQ ServiceNow to ensure that QPP Production reports and dashboards are displaying correct data. This will ensure that the QPP Program analytics and metrics are accurate.

Affected Customers: CCSQ ServiceNow Service Portal Customers

CCSQ ServiceNow Service Portal - Group Membership Inquiry Update

Starting Friday, June 24 at 8:30PM an update will be made to the Group Membership Inquiry IT Services catalog item in the CCSQ ServiceNow Service Portal.

The Group Membership Inquiry item displays unnecessary fields in the service portal. To avoid confusion, the following fields will be removed from the portal view:

• Quantity
• Add to cart
• Delivery time

Affected Customers: CCSQ ServiceNow Service Portal Customers

Updated Email on Active Directory Self Service Error Messages

Starting Friday, June 24, 2022, at 8:30PM, the email address in the Active Directory Self Service error messages will be directed to SOS's email address ServiceCenterSOS@cms.hhs.gov. 

This will ensure that CCSQ ServiceNow Service Portal customers are directed to the correct Service Center for support.

Affected Customers: HQR, EQRS and iQIES Service Center Agents

‘Copy Case’ Button Update in Agent Workspace

Starting Friday, June 24, 2022, at 8:30PM, the functionality of the ‘Copy Case’ button in CCSQ ServiceNow will be updated to prevent the creation of an Original case from a Case Type form when using Agent Workspace.

Affected Customers: CCSQ Service Center Agents

SNOW/NICE: Distribute Case to Next Available Agent

Starting Friday, June 24, 2022, at 8:30PM, SNOW and NICE (phone system) will be integrated so that incoming requests via email will automatically distribute tickets to the next available CCSQ Service Center Agent. After ServiceNow creates a ticket from an incoming email and directs it to the appropriate group, the NICE system will automatically distribute the ticket to the next available CCSQ Service Center Agent.

This will improve efficiency and response times by removing manual work currently done by Queue Managers to distribute email cases.

Affected Customers: CCSQ ServiceNow System Administrators and CCSQ Services and Operations Support (SOS)

‘Reconcile Duplicates’ Button Update

On Friday, June 24, 2022, at 8:30PM, the ‘Reconcile Duplicates’ button will be updated to improve functionality within the reconciliation process and reduce processing time to update the records.

Prior to this update, the reconciliation process took 20-30 minutes to complete. This update reduces the reconcile time to approximately 30 seconds. This allows for the Service Center to quickly reconcile duplicate accounts based on immediate issues identified within the cases, while also allowing for a comprehensive cleanup to take place in the background.

Affected Customers: QPP Service Center Agents

QPP Assignment Group Issue

 Starting Friday, June 24 at 8:30PM, the four fields required by the QPP Program to assign cases to a different Assignment Group will automatically post to the Activity Log.

• Outstanding Questions
  • Reason for Reassignment
  • What Research has been done?
  • Knowledge Article to Cite

The following enhancements were completed during this iteration:

Affected Customers: 1135 Medicaid Agents

1135 Medicaid User Deactivation Schedule Update

Starting Saturday, June 11, 2022, the 180-day user deactivation schedule will be updated to exclude the Medicaid role from the 60-day notice for CCSQ ServiceNow inactivity.  This update provides the agent users with a notification schedule that best fits their needs.

The deactivation schedule will be as follows:

• Inactive 1135 Medicaid agent users will not receive an email notification up to 60 days.
• Inactive 1135 Medicaid agent users will receive an email notification on the 150th day, the 175th day, and the 179th day of CCSQ ServiceNow inactivity.
• The system will create a request to deactivate the inactive 1135 Medicaid agent user on the 180th day.
• Inactive 1135 Medicaid agent users will receive an email notification on the 180^th day with instructions to reactivate their CCSQ ServiceNow account if needed.

Affected Customers: QPP Service Center Agents

New Custom QPP Case Form

Starting on June 10, 2022, at 8:30 PM ET, QPP Service Center agents will receive access to new functionality for creating QPP cases in CCSQ ServiceNow. QPP Service Center agents will create and work cases using a custom Case form rather than the Original Case Form in CCSQ ServiceNow.

The QPP custom Case form will improve the customer and agent experience by simplifying the page layout to display QPP relevant fields and new categorizations. This will streamline data entry for agents, optimize search and reporting capabilities resulting in shorter call times.

The custom QPP Case form includes:

• Capability to easily reassign cases to other programs.
• Refined lists of categories, subcategories, and subjects specific to QPP cases.
• A new “My Groups Work” list for case types that will show tickets assigned to your group(s).
• Customized list view of QPP cases.

For more information, view the Knowledge Article titled: Master Article - QPP - Quality Payment Program Case Form in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

Affected Customers: Public Q&A Portal Submitters

New Topics for Public Q&A Validation Program

On Saturday, June 11, 2022, the topics for the Validation Program on the Public Question & Answer (Q&A) Portal Ask-A-Question page will be replaced with new topics.

• Current Topics:
  • APU-HAI
  • APU-Program
  • Chart Abstracted
  • eCQM
  • General Requirements
  • Template Submissions
  • Validation

• New Topics:
  • Case Selection
  • HAI Validation Templates
  • Hospital Selection
  • Medical Record Requests
  • Validation Results

For more information, view the Knowledge Article titled: CCSQ ServiceNow New Topics for Public Q&A Validation Program 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: iQIES Service Center Agents

iQIES CC’d Email Address Creating Duplicate Case Error

On Saturday, June 11, 2022, a CCSQ ServiceNow update will prevent new iQIES cases from being created when the iQIES program email address is in the "CC" line of an incoming email. This update will eliminate the possible creation of duplicate cases.

Affected Customers: CMS Information System Security Office

AppOmni Tool Security Settings Update

Starting Saturday, June 11, 2022, the AppOmni tool will update the following two security settings (specific to mobile) so they will no longer be flagged as 'High' risks:

• Allow Jailbroken Devices System Setting Rule
• Require Mobile Pin System Setting Rule

These updated security settings will prevent unintended public functionality that could have a potential adverse security risk if the client script provided confidential information.

The following enhancements were completed during this iteration:

Affected Customers: CCSQ Service Center, EQRS, HQR, and HARP Identity Proofing customers

CCSQ Service Center Email Addresses and Name Updates

Starting Saturday, May 28, 2022, CCSQ Service Center will introduce new CMS email addresses for the HQR program, EQRS program, and HARP Identify Proofing. Updates will be made to CCSQ Support Central and the related portals with the 3 email addresses listed below. These email addresses will also be updated in any corresponding documentation, notifications, and instructions to ensure accurate email routing.

Note: The CCSQ Service Center continues will continue to provide support by maintaining and updating email communication channels without any disruptions in customer service.

The updated email addresses are:

• qnetsupport@cms.hhs.gov
• qnetsupport-esrd@cms.hhs.gov 
• identity.proofing@cms.hhs.gov 

In addition to this change, references to QualityNet Help Desk will be changed to QualityNet Service Center in the Service Portal and the Question and Answer (Q&A) tool.

Affected Customers: 1135 CMCS Administrator and 1135 CMCS Group Manager

1135 Medicaid Copy Waiver

Starting Saturday, May 28, 2022, an 1135 CMCS Administrator or 1135 CMCS Group Manager, will have the ability to copy a Medicaid child waiver and associate it to the existing Medicaid parent waiver when a submitted request needs another waiver request type. This update will save time and make it easier to add a Medicaid child waiver.

When the ‘Copy Waiver’ button is selected, a newly copied waiver is created and opened in a new tab. Updates can be made to the new waiver before moving to the original waiver.

For more information, view the Knowledge Article Titled: ServiceNow Case: 1135 Copy Waiver Functionality. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

Affected Customers: 1135 CMCS Comprehensive Reviewer

1135 Medicaid Sync Approval States

Starting Saturday, May 28, 2022, when the 1135 Medicaid ‘Approval’ state is updated on the parent Medicaid waiver, then the associated child(ren) cases will automatically change to the same Case status.

This update will make it easier to see the Case status in the Medicaid waiver help desk list view.

Affected Customers: CMS and CCSQ Service Center Leads

Response SLAs for Cases and Incidents

As of Saturday, May 21, 2022, CMS and CCSQ Service Center leads will be able to utilize ‘First Response’ and ‘Most Recent Response’ Service Level Agreements (SLA) for Cases and Incidents to ensure agents and fulfillers are providing timely responses to customer inquiries.

The Response SLA will be triggered (or reset) when the assigned agent uses either of the following customer response functions:

• An email is sent from the ticket’s ellipsis to the Customer submitting the ticket
• Information is solicited through the ‘Additional Comments’ field, which is customer-facing and sends an automated email to the Customer

Note: The Response SLA does not track when the agent enters Work notes (not customer visible) on a Case or Incident, since this does not constitute a response to the customer.

To request reporting to track the Response SLA, submit a request from the CCSQ ServiceNow IT Service Catalog using the Reports and Dashboards request item.

For more information, view the Knowledge Article Titled: Incident and Case Service Level Agreements (SLAs). 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 Internal Services Catalog Customers

Services Catalog Update

On Friday, May 27, 2022, at 8:30 PM ET, the CCSQ ServiceNow team will remove unused catalog categories and catalog items in the IT Services Catalog to ensure the catalog properly reflects the current service offerings.

The following categories will be deactivated:

• APM
• EQRS ADO
• Hardware Services
• Operations Tools
• Production Data Management
• ServiceNow
• Support
• Wintel

For the full list of deactivated catalog items, view the Knowledge Article titled: CCSQ ServiceNow Deactivated Catalog Items & Categories in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

 Affected Customers: CCSQ Service Center Agents

‘Contact’ Field Update for ‘donotreply’ Email Address

Starting Saturday, May 28, 2022, an update will be made in CCSQ ServiceNow to notify agents to update the ‘Contact’ on a case when a ‘donotreply’ email address appears in the ‘Contact’ field instead of the customer requesting help.

This may occur for cases created via inbound email when the customer contacting the CCSQ Service Center forwards an automated system notification they received from another source; for example: HARP automated replies.

The new ‘Contact’ field message will alert agents of the ‘donotreply’ email address and provide guidance to prevent cases from being created with a wrong Contact. Agents will need to update the ‘Contact’ field by searching for an existing contact or creating a new one.

Affected Customers: CCSQ Service Center Agents

HCD Opt-in/Opt-out Message Update

Starting Saturday, May 28, 2022, the HCD Opt-in/Opt-out message will not display on the Case form prior to Agents completing the ‘Contact’ field.

The HCD Opt-in/Opt-out message was displaying too early in the form completion process. This update will provide a smoother flow and eliminate agent confusion.

Affected Customers: CCSQ Service Center and HQI Public Reporting Support

HQI Assignment Group Renamed

Action: Assignment Group Renamed for HQI Incident and Request Management

Group Name: From ‘HQI-PRS-Support’ to ‘HQI-PR Stars Support’

Group Description:

• The assignment group titled ‘HQI-PRS-Support’ has been renamed ‘HQI-PR Stars Support’ for the HQI Public Reporting Stars Support team.

• There is an existing application with the acronym PRS, and the Public Reporting Support team is receiving misrouted incidents and requests for that application. The assignment group name change to ‘HQI-PR Stars Support’ is intended to help eliminate this misrouting issue.

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

 Affected Customers: QualityNet Service Center and EQRS Case Form Agents

New EQRS/ESRD Assignment Group

Action: New Group Added to EQRS/ESRD Program

Group Name: ESRD NCC-PCU Support

Group Description:

• A new Assignment Group titled ‘ESRD NCC-PCU Support’ was added to CCSQ ServiceNow for the End Stage Renal Disease, National Coordinating Center, and Patient Contact Utility (PCU) program.

• The new ‘ESRD NCC-PCU Support’ group will work as a Tier-2 support group for the ESRD PCU program within the EQRS Case form in CCSQ ServiceNow.

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

The following enhancements were completed during this iteration:

Affected Customers: CCSQ Service Center Agents and Fulfillers

First Response Time for RITMs

Starting Saturday, May 14, 2022, the CCSQ ServiceNow Service Center will be able to maintain and track the metric for First Response Time on Requested Items (RITMs).  This metric will capture the time it takes the agents to provide first response to customers confirming that they have started working on the ticket.

Affected Customers: CCSQ Service and Operations Support (SOS) Agents

SPAM Option for Incidents

Starting Saturday, May 14, 2022, CCSQ Service and Operations Support (SOS) Agents will have the ability to identify an incident as a SPAM email. Once a CCSQ SOS Agent identifies the email as SPAM, they will click the ‘Resolve as SPAM’ button. Incidents marked as SPAM will not be included in any reports which will improve the accuracy of SOS team metrics.

Affected Customers: 1135 Waiver Administrators

1135: Conditional Waivers Update

Starting Saturday, May 14, 2022, the ‘Blanket Waiver’ field will be updated (checked) on Child Waivers that are identified as Conditional Waivers for specific Public Health Emergencies (PHEs).

1135 Administrators will have the ability to determine if a Conditional Waiver should be identified as a Blanket Waiver on a case-by-case basis in ServiceNow.

The following maintenance tasks were completed during this iteration:

Affected Customers: 1135 Medicaid Waiver Comprehensive Reviewer

1915 Authority Language Update

On Friday, May 13, 2022, the 1915 Authority Language decision letter will be updated to reflect proper grammar when single or multiple authorities are requested.

Affected Customers: 1135 General Waiver Comprehensive Reviewer

Parent State for a Single Child Waiver Update

On Friday, May 13, 2022, an update will be made to ensure that the “Comprehensive Response” field on the Parent Waiver is appropriately populating the “Comprehensive Response” information from the Single Child Waiver when that Child Waiver status is changed from ‘New’ to ‘Escalated’, and ‘Escalated’ to ‘Resolved.’

Affected Customers: ISG Managers

Automated Email Verbiage Update for ‘1135 Web Portal Inactivity Report’

Starting Friday, May 13, 2022, the automated email verbiage for the ‘1135 Web Portal Inactivity Report’ will reflect the month of the report generation dates.

Affected Customers: 1135 Waiver Administrators

New PHE Added to 1135 Waivers Public Form - New Mexico Wildfires

On Monday, May 9, 2022, a new Public Health Emergencies (PHE) called ‘New Mexico Wildfires’ was added to the 1135 Waivers Public Form.

Affected Customers: CCSQ Service Center Managers

New ‘Assignment Group at Breach’ Field

On Saturday, May 14, 2022, a new field called ‘Assignment Group at Breach’ will be added to the Task SLA record to track the original assignment group associated with the Service Level Agreement (SLA) breach, completion, or cancelation.

Affected Customers: CCSQ ServiceNow System Administrators and CCSQ Services and Operations Support (SOS)

Reconcile Duplicates Button Update

On Saturday, May 14, 2022, the ‘Reconcile Duplicates’ button will be updated to improve functionality within the reconciliation process. This function will locate duplicate contact records, reconcile any tickets associated with them, and move the contact to a single record.

This update includes the following in the reconciliation process:

• Audit History
• Emails
• Service Requests
• Request Items
• HCD Participation

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central Contact Us Page Update

On Friday, May 13, 2022, at 8:30PM ET, the CCSQ Support Central Contact Us page will be updated to replace ‘QualityNet Support Center’ with ‘CCSQ Services and Operations Support.’

Affected Customers: CCSQ ServiceNow Customers

Decommission Discovery Operations Update

On Saturday, May 14, the ServiceNow team will decommission ServiceNow ITOM based services by executing the below tasks:

• Deactivate physical discovery schedules
• Deactivate physical discovery service accounts
• Deactivate cloud discovery schedules
• Deactivate cloud discovery service accounts
• Deactivate Real-time streaming updates from AWS
• Deactivate discovery service accounts
• Disable ITOM health scheduled jobs

Please note that the discovery schedules and other activities listed above run on staggered schedules throughout the day. The ServiceNow team will monitor the schedules, cloud transactions processing, and transactions processing queues to ensure all services have been properly terminated.

The following enhancements were completed during this iteration:

Affected Customers: QualityNet Service Center Agents, Division of Value, Incentives and Quality Reporting (DVIQR), and Hospital Hardship Submitters

2021/2023 Medicare Promoting Interoperability (PI) Program Hardship Exception Application Form

On Sunday, May 1, 2022, 8:00 AM ET annual updates will be completed to the PI Hospital Hardship Exception Application form to reflect the 2021/2023 PI Hardship program.

• The PI Hospital Hardship Exception Application for Critical Access Hospital (CAH) and Eligible Hospital (EH) will open on 5/1/22 and will close on 9/1/2022.
• Reports and Dashboard will also be updated to reflect the 2021/2023 PI Hardship program reporting requirements.

Affected Customers: 1135 Medicaid Waiver Submitters

CMCS: 1135 Medicaid Web Form Update

Starting Friday, April 29, at 8:30 PM ET, the Medicaid or CHIP State Contact Information section of the 1135 Medicaid web form will be updated so when the ‘Zip code’ field is completed, the ‘City’ and the ‘State/US Territory/Federal District’ fields will auto-populate. This update will save time with entering location information and provide assurance that the City and State are correct.

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Home Page Updates

Starting Friday, April 29, at 8:30 PM ET, the following updates will be made to the CCSQ Support Central Home Page:

• ‘Create Ticket’ and ‘Track Ticket’ buttons display at the top of the Home page.
• HCQIS Access Roles and Profile (HARP) button added under Quality Program Websites.
• Quality Program Websites buttons made smaller and in accordance with 508 regulations.

The following maintenance tasks were completed during this iteration:

Affected Customers: Public Q&A Portal Customers

Q&A Tool Update

On Saturday, April 30, 2022, an update will be made in the Public Q&A Portal to remove the duplicate ‘Search’ field on the Browse Program Articles page.          

Affected Customers: CCSQ ServiceNow Customers

Assignment Group Management Request Update

On Saturday, April 30, 2022, an update will be made to the Create an Assignment Group Catalog Item in the Service Catalog to ensure that the ‘Add Group Members’ field is mandatory in both the portal and the platform views.

Affected Customers: QSEP Help Desk Agents and QSEP Portal Customers

QSEP Portal Update

On Wednesday, April 27, 2022, at 5:30 PM ET, an update will be made to the QSEP Portal to correct an issue with QSEP Portal submissions creating cases without a contact.

This update will ensure that QSEP ServiceNow cases submitted through the QSEP Portal are created with the correct contact information.

Affected Customers: Security Points of Contacts, QualityNet Security Incident Submitters, Security Operations Center, and HCQIS Services and Operations Support

QualityNet Security Incident Updates - Knowledge Article Now Available

The Knowledge Article for these enhancements is now available in CCSQ ServiceNow. See details below.

On March 18, 2022, new enhancements were made to the QualityNet Security Incident form to improve Security Incident submissions and enhance visibility for Security Points of Contacts.

Enhancements include:

• SPOCs have visibility into Security Incidents submitted by contractor staff for their organization.
• Updates were made to make both platform and portal views consistent.
• Added Organization fields to allow submitters to indicate which organizations are reporting and are impacted by the security incident.
• Added ‘My Organization Security Incidents’ option under the menu ‘My Stuff’ in ServiceNow portal for SPOCs to view security incidents associated with their organization.
• Enabled the ability for the SOC to restrict Security Incident visibility from other customers.

For more information, view 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: QPP Service Center Agents

New QPP Group

On April 18, 2022, a new group name called ‘QPP MIPS Value Pathways (MVPs)’ was added to the QPP program.

• MVPs are a new reporting avenue under the QPP/MIPS program. This will allow the QPP MIPS Tier 2 team to manage, track, and respond to MVP case tickets separately from the general MIPS Tier 2 tickets.

• The MVP cases will be policy driven questions in 2022 with the scope expanding into 2023 and beyond.

The following enhancements were completed during this iteration:

Affected Customers: 

• 1135 CMCS Comprehensive Reviewers and Approvers

1135 CMCS: Update to the Decision Letter Approval Process

An update has been made to the CMCS Decision Letter Approval Process to improve collaboration between the Comprehensive Reviewers and Approvers. Approvers are now able to make direct edits on a copy of the Comprehensive Response Field Content. This update will streamline the process by minimizing the back-and-forth between Reviewers and Approvers by reducing the number of letters drafted.

Affected Customers:  Service Portal Customers

Service Portal Enhancements

CCSQ ServiceNow Service Portal customers will see a new enhanced customer-friendly view of their tickets once submitted.

See details below for the Service Request enhancements:

• The Requested Item (RITM) number in the upper left corner.
• The creation of date/time, the current workflow state, and the priority are in the upper right corner.
• The Stage of Fulfillment: select the right-facing arrow to see the Fulfillment Stage.
• Three tabs:
• Activity: Allows Customer to enter messages to the fulfiller that are then posted on the activity log of the Service Request in ServiceNow.
• Attachments: Allows Customers to attach documents to the Service Request.
• Additional Details: Presents the customer with a read-only view of the submitted fields to provide further information about the Service Request. This prevents the fulfiller field from being processed as empty.

See details below for the Incident enhancements:

• The Incident (INC) number, the creation of date/time, the current workflow state, and the priority are in the upper right corner.

• Three sections:
• Activity: Allows Customer to enter messages to the fulfiller that are then posted on the activity log of the Incident in ServiceNow.
• Additional Details: Presents the customer with a read-only view of the submitted fields to provide further information about the Incident. This prevents the fulfiller field from being processed as empty.
• Attachments: Allows Customers to attach documents to the Incident.

For more information, view the Job Aid Titled: Service Portal Ticket Submission Confirmation Page. Note: To view Job Aids you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ ServiceNow Approvers

New Service Portal Approver View

CCSQ ServiceNow Approvers will now see all the relevant information regarding tickets they are being asked to Approve/Reject.

The “My Approvals” view under “My Stuff” will include the following:

• Table view with the following columns:

• State: Approval State
• Approver: Approval Assignee
• Created: Date the item requesting approval has been created
• Approving: Item that is being approved

• Approvers can open each item to view the details of the ticket to which they are being asked to Approve/Reject

For more information, view the Knowledge Article Titled: How to Manage My Approvals in the ServiceNow Portal. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

Affected Customers: 1135 Submitters and Internal 1135 Administrators

Updates to the Public Health Emergency (PHE) Management Process

• Submitters can now submit waivers when there is no active PHE.
• ‘Alert Banners’ are now available to be turned on or off, on the 1135 form at the top of the page by 1135 Administrators. The yellow banner is for PHEs about to expire, and the red banner is for expired PHEs.

• When a submitter has filled out the form but changes the PHE section, they get a pop-up message that there are certain fields they need to go back and fill out such as ‘State Information’ and ‘Waiver Request Type’.
• ServiceNow Admins can now manage banners.
• 1135 Admins can manage PHE information. 

The following maintenance tasks were completed during this iteration:

Affected Customers: CCSQ ServiceNow External Customers and CCSQ Service Center

Notification Update for Deactivation Workflow

CSSQ ServiceNow will no longer send notifications to external customers when their internal ServiceNow account is scheduled to be deactivated. Additionally, CCSQ Service Center will no longer receive service requests to remove ServiceNow HARP roles for external customers.

Affected Customers: CCSQ Support Central Customers

Email Addresses Containing Special Characters

The ‘Track an Existing Ticket’ page in CCSQ Support Central has been updated to now accept special characters in the email address to allow all customers to have the ability to track the status of their tickets.

Affected Customers: CCSQ Support Central Customers and Agents

Agent Name Field Update in CCSQ Support Central ‘Track A Ticket'

 Agent’s last name will no longer be displayed on the ‘Track a Ticket’ page in CCSQ Support Central.

Affected Customers: 1135 Agents and Submitters

Fix: 1135 General & Medicaid Waiver

When a single General Wavier/Flexibility Request is submitted with one or many Medicaid Waiver Requests, Child Waivers will be generated appropriately based on the Parent Type.

The following maintenance tasks were completed during this iteration:

Affected Customers:

• CCSQ Service Center

On Friday, March 25, 2022, CCSQ ServiceNow Platform and Agent Workspace was updated to include the following:

CCSQ ServiceNow Case Management Update: Handle as Manual Proofing

An update will be made to ensure all Work Notes are saved and copied over from a case when converted to a manual proofing case.

Show Email Details Update

CCSQ ServiceNow will allow all Service Center agents to view email details when the "Show email details" link is selected on an email-related entry on the activity log of any case record.

Customer Emails for Converted Case Types

An update will be made to ensure customer replies and emails are added to the Activity section of the correct case form when a case is converted to a different case type.

Convert Case Type Functionality Restored

CCSQ ServiceNow has restored the functionality when converting case types so that handling is determined based on the target case type field requirements.

• The values for the following fields are copied over to the new case form if matching field and field value are found:
  • Program Sub-Type (iQIES only)
  • Contact Type
  • Participation Options
  • Category
  • Subcategory
  • Subject
• For any non-matching field and field values, the information will be copied in the Activity section of the ticket form for historical reference.

Affected Customers:

• QSEP Help Desk Customer Service Representatives

QSEP Customer Notification Update

Starting Friday, March 25, 2022, at 8:30PM ET, the following QSEP email notifications were updated:

• Resolved Ticket Confirmation email notification
• Auto-response to Resolved ticket email notification

Affected Customers Groups:

• CCSQ ServiceNow Team

Quebec Patch 10 Upgrade

On Saturday, March 26, 2022, CCSQ ServiceNow was updated to include the Quebec Patch 10 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 Service Center Leads
• ServiceNow Knowledge Admins

Enable ‘Can Read’ and ‘Cannot Read’ for Knowledge Base Articles

Starting Monday, April 4, 2022, CCSQ ServiceNow will enable ServiceNow knowledge administrators to set read access permissions at the knowledge article level. This will offer knowledge administrators the ability to limit the audience on documentation that requires different levels of access.

For more information, view the Knowledge Article Titled: ServiceNow Knowledge Article Fields in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.