Page History

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow iQIES Customers and Service Center Agents

CCSQ Support Central: iQIES Idea Portal Launch

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the iQIES Idea Portal as part of CCSQ Support Central. The ServiceNow Idea Portal for iQIES will provide a central location to collect, curate, and promote ideas, enabling integration of customer feedback into future product development.

iQIES customers with valid HARP IDs will have access to the following iQIES Idea Portal functions:

• View, submit, vote, and subscribe to ideas.
• Collaborate using comments to discuss and exchange information on ideas.
• Customers who subscribe to an idea receive a notification for any state change, comment, or reply to that idea keeping them informed about its status and progress.

ServiceNow licensed Idea Managers can use the idea portal to:

• Manage submitted ideas.
• Review and evaluate the submitted ideas and select the ideas that meet their requirements.
• Selected ideas will be converted into Jira tasks with full integration between Jira and ServiceNow during the development cycle of the idea.

For more information, review the Master Article – iQIES Idea Portal and related Knowledge Articles in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account. 

Affected Customers: CCSQ ServiceNow Service Center Agents and Managers

CCSQ ServiceNow:Incident Watchlist Notification Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a new notification that is triggered when the caller adds a new comment to an Incident. The new notification is sent to all customers included in the Watchlist for the associated Incident. This will ensure that everyone on the Watchlist is kept current on the Incident work progression.

Affected Customers: 1135 Agents and Group Managers

1135 Waivers: PII/PHI Verification Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the 1135 process for identifying and reporting Personally Identifiable Information (PII) and Protected Health Information (PHI) on 1135 Cases.

Two new buttons have been added to the 1135 Case form:

• The ‘Notify the Manager’ button is available to all 1135 Agents and is on the native view form that escalates the Case to an 1135 Group Manager for review and security incident creation. An email is sent to the manager to inform that PII/PHI data is found on the case.

• The ‘Create Security Incident’ button is limited to the Group Managers. When the Manager opens a record with ‘Verify No PII/PHI’ field set to ’Has PII/PHI Data‘, the ’Create Security Incident’ action button navigates to the Create Security Incident Form.

This update will provide compliance support in the identification and remediation of PII/PHI when provided by the Submitter.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNowService CenterManagers

Agent Workspace: ‘Close Case’ Button Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will update Agent Workspace, so Managers are able to close Cases by clicking the ‘Close Case’ button.

Affected Customers: CCSQ ServiceNow Change Request Submitters and Approvers

CCSQ ServiceNow: Change Request (CR) Approval Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the approval process stages that appear at the top of the Change Request record.  When the record advances to Government Technical Lead (GTL)/Business Approval after the 1st level approval is completed,  a green check mark will display next to each approval process stage when completed.

This check mark will provide a quick visual verification of the current approval stage of the CR.

Affected Customers: CCSQ ServiceNow IT Services Catalog Customers

CCSQ ServiceNow IT Services Catalog: ‘Priority’ Field in RITM/TASK Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to CCSQ ServiceNow Request Items (RITMs). The IT Services Catalog customers will now be able to change the ‘Priority’ field under TASK without impacting the ‘Priority’ field of the RITM.

Affected Customers: CCSQ ServiceNow Support Central Customers

CCSQ Support Central: Customer Satisfaction Surveys Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will extend the time between Customer Satisfaction Surveys presented to CCSQ Support Central customers. When CCSQ Support Central customers receive a Customer Satisfaction Survey for ‘Create a New Ticket’ and ‘Track an Existing Ticket’, they will not receive another survey request for 180 days.

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

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

On Tuesday, August 1, 2023, at 3:00 AM ET, annual updates will be completed to the PI Hospital Hardship Exception Application form for Eligible Hospital (EH) to reflect the submission window closing July 31, 2023.

NOTE: The PI Hospital Hardship Exception Application for Critical Access Hospital (CAH) submission window closes September 30, 2023.

Reports and Dashboard will also be updated to reflect the 2023 PI Hardship program reporting requirements.

Affected Customers: CCSQ ServiceNow Portal Customers and ServiceNow Knowledge Team

CCSQ ServiceNow Portal: Knowledge Base Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the CCSQ ServiceNow Portal to include missing Knowledge Bases: EQRS Shared, EQRS Basic, and HQR/QNET.

The following enhancement will be completed during this iteration:

Affected Customers: CCSQ ServiceNow QPP Service Center Team

QPP Case Form Update: New Field ‘ACO Legal Name’  

On Friday, June 16, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the QPP Case form in the ServiceNow Platform and Agent Workspace to include a new field titled, ‘ACO Legal Name.’ This new field will only appear when ‘Medicare Share Savings Program Accountable’ is selected from the ‘APM’ field. The value selected from the dropdown for the ‘ACO Legal Name’ field will populate the value in the ‘APM Entity ID’ field.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ Services and Operations Support

CCSQ ServiceNow Case Update: New Field ‘Office Contact’

On Friday, June 16, 2023, at 8:30 PM ET, CCSQ ServiceNow will update all Cases in the ServiceNow Platform.

• The new field ‘Office Contact’ will be added to the ServiceNow Platform and Agent Workspace.
• The new field will not be visible until the completion of SNOW-7118.
• This update will set the stage for the remainder of the features under EPIC SNOW-4522.

Affected Customers: CCSQ ServiceNow Agents

CCSQ Support Central: Remove the "Priority" Field from View Ticket Activity

On Friday, June 16, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update in CCSQ Support Central to remove the ‘Priority’ field from the View Ticket activity. The ‘Priority’ field will also be removed from all email notifications.

Affected Customers: CCSQ ServiceNow System Team

1135 ATF End-to-End Master Regression Suite Test for Utah Upgrade

On Friday, June 16, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the 1135 ATF End-to-End Master Regression Suite Testto reduce testing effort, improve maintenance of test suites, and reduce issue resolution time associated with the Utah upgrade.

This feature creates the Child Test Suites that are included in the parent Master ATF Test Suite.

Affected Customers: CCSQ ServiceNow System Team

ATF Test Suite Updates

On Friday, June 16, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the following CCSQ ServiceNow Test Suites to reduce testing effort, improve maintenance of test suites, and reduce issue resolution time associated with the upgrades, patches, and enhancements:

• ATF Test Suite for CSM
• ATF Test Suite for Reporting
• ATF Test Suite for ITSM

This feature creates the Child Test Suites that are included in the parent Master ATF Test Suite.

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow Change Request (CR) Workflow Update: New First Level Approval Group

On Friday, June 9, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Change Request (CR) Workflow so that CRs that include ‘ServiceNow’ as the ‘Configuration Item’ and ‘HIDS Ops-ServiceNow’ as the ‘Change Owners Group’ are routed to the CCSQ ServiceNow Contractor Approvers assignment group instead of the existing first level approval group (HIDS Change Manager - Approvals).

Affected Customers: QualityNet Question & Answer (Q&A) Portal Customers

Q&A Portal: New Topic ‘CMS Disparity Methods’

On Friday, June 9, 2023, at 8:30 PM ET, CCSQ ServiceNow will add a new topic to the Q&A Portal titled, ‘CMS Disparity Methods,’ under the following programs:

• Inpatient Claims-Based Measures Program

• ASC- Ambulatory Surgical Center- Quality Reporting Program
• OQR- Outpatient Quality Reporting Program

Each of these programs will have the following ‘Contact Type’ dropdown options:

• Research Organization
• Consulting Company
• Federal or State Government Agency
• Hospital/Health System (including federal VA hospitals)
• Insurance Company
• Other organization (including non-hospital healthcare providers)
• Patient/Advocate/Consumer/Family Caregiver
• Quality Improvement Organization/Quality Innovation Network (QIO/QIN)

NOTE: The ‘Country’ and ‘State’ fields are mandatory when ‘CMS Disparity Methods’ is selected as the Topic.

Upon submission, the ticket will then be routed to the ‘Public QA – CMS Disparity Methods’ assignment group.

Affected Customers: CCSQ ServiceNow Security Team

CCSQ ServiceNow: User ‘Last Login’ Update

On Friday, June 9, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a solution in ServiceNow to differentiate when the ‘Last login’ field was prompted by an approval email or a system login. The ‘Last Login Source’ field will populate ‘Email’ when the last login was prompted by an approval email.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Systems Team

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

On Saturday, June 10, 2023, at 5:30 AM ET, CCSQ ServiceNow production environment will be updated to include the San Diego Patch 10 Hot Fix 1b upgrade.

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 will be completed during this iteration:

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

CCSQ ServiceNow Update: Inactivity Rule

On Thursday, May 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update allowing approvers who use links in notification emails for processing approvals, to be exempt from the 90-day inactivity rule and remain active in ServiceNow. Their email approvals/denials will count as their last login, which will prevent their User account from being locked.

This update will improve the customer experience and approval process by eliminating the manual process and effort involved from both the customer and Service Center Agents to reactivate the User account.

Affected Customers: CCSQ ServiceNow Service Center and Help Desk Agents (except iQIES)

CCSQ ServiceNow Update: New Requirements for the ‘Work Notes’ Field

On Thursday, May 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update so that the ‘Work Notes’ field is no longer mandatory for all updates to Incident tickets.

The ‘Work Notes’ field will be required only for the following field changes:

• Description
• Caller
• Business Service
• State
• Assignment Group
• Assigned To

This will improve the agent’s experience by reducing the time needed to type Work Notes that were previously required on all Incident updates.

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

• Incident Management Form and Functionality in ServiceNow
• Operate in Agent Workspace

Affected Customers: Data and Analytics Modernization (DAMOD) Team

Updates to JIRA Customer Account Line of Business Impacted for DAMOD Incidents

On Thursday, May 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the caller’s company information along with associated fields for the incidents for the ServiceNow/Jira integration. These updates will automate the Data and Analytics Modernization (DAMOD) Team’s process for gathering metrics and improve the identification of issues.

ServiceNow/Jira integration will be updated so the ‘Company’ field in the ServiceNow User/Contact record populates the ‘ServiceNow Caller Company’ field in JIRA for all ServiceNow/Jira Incidents.

Affected Customers: CCSQ ServiceNow System Team

ATF Test Suite for CCSQ ServiceNow Integrations Updates

On Thursday, May 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the CCSQ ServiceNow Integrations Child Test Suite to:

• Reduce testing effort
• Improve maintenance of test suites
• Reduce issue resolution time associated with:
• Upgrades
• Patches
• Enhancements
• Business critical customizations

This feature creates the Integrations Child Test Suite that is included in the parent Master ATF Test Suite.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow Update: IT Services Catalog Items Removed

On Thursday, May 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will remove the following items from the IT Services Catalog:

• Nexus IQ Server Access Request > SecDevOps > Tool Access Request
• Nexus IQ Server Support Incident > SecDevOps > ADO Support Incident
• Nexus IQ Server Support Request > SecDevOps > ADO Support Request 

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow HQR Service Center Agents

HQR Case Form Update: Two New Mandatory Fields

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the HQR Case form in the ServiceNow Platform and in Agent Workspace to include the following mandatory fields:

• ‘Which HQR support materials did you consult before contacting us?’ to include the following options: YouTube Video, FAQs, Not Applicable and Other (Add free text field here).
• ‘Where in HQR are you having this problem?’ to include the following options: Access Management, Change organizations, Chart Abstracted, Claims-based measure, DACA, eCQM, eCQM Web-based Measures, HCAHPS, Hybrid Measures, Login, My Profile, New permissions, NOP, Performance reports, PI Admin Reports, PI Registration, Population and Sampling, Program credit, Program Management, Public reporting, Reporting requirements, Request Access, SO access, Status of a request, Support Content, Support videos, User access, Validation, Vendor Management, and Web-based Measures.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow Update: Jira Production Upgrade to v9.4.5

On Wednesday, May 10, 2023, at 8:30 PM ET, CCSQ ServiceNow made configuration changes required for the Jira Production upgrade to 9.4.5. These changes were made immediately after the production Jira upgrade was completed. The ServiceNow team reprocessed any ServiceNow to Jira updates that failed when the upgrade/changes were made.

Affected Customers: CCSQ ServiceNow Service Center Agents

CCSQ Support Central Updates: ‘Create a New Ticket’ Case Form

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates:

• CCSQ Support Central will update the ‘Create a New Ticket’ function to prevent a ‘User’ from being converted to ‘Customer contact’ when a customer submits a case.
• ‘Previous Caller’ and ‘Previous Caller Lookup’ fields will be removed from the Original Case form.

These updates will prevent issues that are currently occurring when a Ticket is created through CCSQ Support Central.

Affected Customers: CCSQ ServiceNow Service Center Agents

CCSQ Support Central Updates: ‘Create a Ticket Functionality’ Name Update

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the CCSQ Support Central ‘Create a Ticket’ functionality to retain the name used on the User/Contract record instead of converting to the name used on the ticket.   

Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow ‘Insert and Stay’ Update

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will remove the ‘Event Name’ field when using the ‘Insert and Stay’ functionality to create notifications. This update will prevent the creation of multiple notifications that have duplicate event names.

Affected Customers: CCSQ ServiceNow Service Center and Help Desk Agents

CCSQ ServiceNow Case Form Update: ‘Convert to Incident’ Links

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will update all case forms so that the ‘Convert to Incident’ links will only appear in the ‘Related Links’ list when the ‘Assigned to’ field is populated. For iQIES/QIES case forms, the ‘Convert to Incident – Resolve Case’ link will be used. This will only allow assigned cases to be escalated to incidents.

Affected Customers: CCSQ ServiceNow Systems Team

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

On Saturday, May 13, 2023, at 5:30 AM ET, CCSQ ServiceNow production environment will be updated to include the San Diego Patch 10 Hot Fix 1a upgrade.

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 Agents

CCSQ ServiceNow: Empty Case ‘State’ Field Update

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will update all EQRS Case form to ensure that the ‘State’ field is populated. This will prevent Cases from having a blank ‘State’ field so that agents have the ability to move the case forward.  

Affected Customers: 1135 Waiver Administrators

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will provide the following 1135 updates:

• 1135: Post-COVID-19 PHE Reporting

CCSQ ServiceNow will provide the following 1135 Post-COVID-19 PHE updates:

• A Post-COVID-19 PHE Report will be scheduled for a one-time distribution to the provided distribution list of State recipients.
• Post-COVID-19 PHE Dashboard will include these reports:
  • 1135 Waivers - Total Waivers Processed by Status with Total bar
  • 1135 Waivers - Total Processed by Component by Status
  • 1135 Waivers Processed by Location – Cumulative
• 1135: End of COVID-19 1135 Waiver ‘Inquiry Type’ Routing Update

CCSQ ServiceNow will add two new fields titled, ‘Skip Routing Priority’ and ‘Routing Priority.’ The two new fields will only appear for inquiries with the ‘Topic’ of 'Original Medicare (Part A or B)' and an ‘Inquiry Type’ of 'COVID-19 PHE: 1135 Waiver Question.’

• The ‘Skip Routing Priority’ field is a checkbox.
  • If this checkbox does not appear or is left unchecked, then the Assignment Group is determined based on 'Routing Priorities' table.
• The ‘Routing Priority’ field is mandatory and only visible when ‘Skip Routing Priority’ box is checked.
  • Dropdown values:
    • Keywords
    • Inquirer Type
    • Default

Affected Customers: CCSQ ServiceNow HIDS Security IAM

IAM Manual Proofing Cases and Edit ServiceNow Assignment Group Requests Update

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Manual Proofing Cases and Edit ServiceNow Assignment Group Requests so that they will be assigned to Services and Operations Support.

Affected Customers: CCSQ ServiceNow Knowledge Team

Knowledge Article Update: Renamed ‘Category’ Field

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will change the ‘Category(kb_category)’ field to ‘Category’ on the Knowledge Article form.

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Service Center Agents, SOS Team, and ServiceNow System Team

New "Steps to reproduce error" Field for Incidents on CCSQ ServiceNow Portal and Platform

On Friday, April 28, at 8:30 PM ET, 2023, CCSQ ServiceNow will add a new field titled ‘Steps to reproduce error’ to incidents from the CCSQ ServiceNow Portal and Platform that are submitted to the SOS Team or the ServiceNow System Team. The field must include the actions taken that created the error.

This field will only be required when:

• SOS submits an incident assigned to the ServiceNow System Team.
• ServiceNow System Team submits an incident assigned to the ServiceNow System Team.

Affected Customers: CCSQ ServiceNow Knowledge Article Authors/Owners andServiceNow Knowledge Team

Knowledge Article Updates: New Mandatory ‘Author’ Field and New Email Notification for Expiring Articles

On Friday, April 28, at 8:30 PM ET, 2023, CCSQ ServiceNow will make the following updates to Knowledge Articles (KAs):

• A new mandatory field titled, ‘Author’, will be added to the Knowledge Article (KA) form. Any member of the ownership group should update the ‘Author’ field whenever there is a new author assigned to the KA. For new and old KAs, if the ‘Author’ field is empty, the person editing the article will be prompted to complete that field.
• An automated email notification will be sent to the KA ownership group every 30/15/7 days prior to the ‘Valid to date’ to alert the ownership group members that the KA is approaching expiration and they need to take action, whether that be to update, extend or retire the KA. This feature would replace the existing manual reporting process.

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

• CCSQ ServiceNow Knowledge Articles Fields
• New Knowledge Management Email Notification Template

The following maintenance tasks will be completed during this iteration:

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

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

On Friday, April 28, 2023, 8:30 PM ET annual updates will be completed to the PI Hospital Hardship Exception Application form to reflect the 2023 PI Hardship program.

The PI Hospital Hardship Exception Application for Critical Access Hospital (CAH) and Eligible Hospital (EH) submission windows are as follows:

• CAH: Opens May 1, 2023 – closes September 30, 2023
• EH: Opens May 1, 2023 – closes July 31, 2023

Reports and Dashboard will also be updated to reflect the 2023 PI Hardship program reporting requirements.

Affected Customers: CCSQ Services and Operations Support (SOS)

IAM Manual Proofing SLA Weekly Report: Renamed and Updated

On Friday, April 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the IAM Manual Proofing SLA Weekly Report, renamed SOS Manual Proofing SLA Weekly Report, so it will capture the associated cases. The incomplete reports for 4/3/23 and 4/10/23 will be reproduced and emailed.

Affected Customers: CCSQ ServiceNow 1135 Waiver Report Customers  

The following 1135 Waiver updates are scheduled as follows:

• 1135 Waiver: Post PHE Reporting – State, Territories, and District Reports

On Friday, April 28, 2023, at 8:30 PM ET, CCSQ ServiceNow 1135 Waiver Group will schedule the distribution of State, Territories, and District Reports to state representatives for the end of COVID-19 Public Health Emergency (PHE). The report is scheduled to be distributed on May 18, 2023.  The reports will provide a summary of all COVID-19 PHE waiver submissions and metrics for each state.

• 1135 Waiver: NATCEP Reports Ended 

On Friday, April 18, 2023, at 8:30 PM ET, CCSQ ServiceNow discontinued the Nurse Aide Training & Competency Evaluation Program (NATCEP) Reports to the states. The reports no longer provide value to the states since the COVID-19 PHE ended. No new Waivers have been submitted past the last distribution of the Report, on April 12, 2023.

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow Portal Update: New Fields Added to Create Incident Form

On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will update the Create Incident form on the ServiceNow Portal to replace the "Please describe your issue below" field with "Short Description" and "Description" fields.

This update will provide consistency between the Create Incident form and the Miscellaneous Request form on the ServiceNow Portal and will now match the Incident form in ServiceNow platform.

Affected Customers: CCSQ Service Center Agents

Agent Workspace Update: New ‘Create New Subject” Button for Case Types

On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will add a new button to Agent Workspace titled ‘Create New Subject’ to provide certain Agents this functionality  for all Case types. This applies to Agents with the ‘Case_subject_admin’ role.

Affected Customers: CCSQ ServiceNow System Team

ATF Test Suite for Custom CCSQ ServiceNow Products

On Friday, April 14, at 8:30 PM ET, 2023, CCSQ ServiceNow will implement the CCSQ ServiceNow Products Child Test Suite to:

• Reduce testing effort
• Improve maintenance of test suites
• Reduce issue resolution time associated with:
  • Upgrades
  • Patches
  • Enhancements
  • Business critical customizations

This feature creates the Child Test for Custom CCSQ ServiceNow Products that is included in the parent Master ATF Test Suite.

Affected Customers: iQIES Service Center Agents and Managers

iQIES Jira Integration Update: iQIES Incidents to Trigger ServiceNow SLA

On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will implement an update to iQIES Incidents in Jira used to track iQIES Tier 3 tickets. The information entered in the Incident ‘Additional comments (Customer visible)’ field in Jira will automatically update ServiceNow to trigger the 2-day response Service Level Agreement (SLA).

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ Service Center Agents and ServiceNow Admin Team

Agent Workspace Chat Sessions to Be Scrubbed for PII/PHI Data

On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will implement a configuration update to allow the ServiceNow Admin team to complete scrub requests to remove Personal Identifiable Information (PII) and Protected Health Information (PHI) that are entered during Virtual Chat and Live Agent sessions in CCSQ Support Central.

Affected Customers: CCSQ Support Central Customers

EPCS Phone Number Update

On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central to list the phone number for EPCS as (866)-288-8292.

Affected Customers: CCSQ ServiceNow Internal Customers

AppOmni Update: Email Spam Scoring and Filtering System Setting Rule

On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a configuration update to ignore vCalendar (.vcs) and iCalendar (.ics) email invitations. This update will prevent erroneous Cases from being created by moving these email invitations into the ServiceNow junk mail folder.

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

Backdate Separation Date on Individual Contractor Offboarding Requests

On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will add the ability to backdate the separation date of a contractor on Individual Contractor Offboarding Requests.

Affected Customers: CCSQ ServiceNow Customers

Assignment Group Update: ‘HIDS AiOps Operations and Support’ Assignment Group Renamed

On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an Assignment Group name change. The ‘HIDS AiOps Operations and Support’ Assignment Group will be renamed ‘HIDS Data Analytics & AiOps.’

Affected Customers: CCSQ ServiceNow System Team

ITSM ATF Updates to Incident Management Test Suite

On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to ensure that the Incident Management ATF Scripts successfully run and are collected into an Incident Management ATF Regression Suite.

The following 8 test scripts will be corrected and added to the Test Suite:

• 1 Incident Resolved as Spam - Update Contact
• 2 Incident - Resolve As SPAM
• 3 Incident Internal Notification Footer
• 4 Splunk Support Incident
• 5 Incident: Info messages on Banner
• 6 HQR - Convert to Incident
• 7 EQRS - Convert to Incident
• 8 DAMOD - Incident Survey

The following Test scripts are not valid and will be removed from the Test Suite:

• Fails because no form is open
• Incident: Priority Field Validation
• INCIDENT MGMT: Copy Incident - CMS
• INCIDENT MGMT: Reopening an Incident - CMS
• INCIDENT MGMT: Parent and child Incident state sync up after reopening an Incident - CMS
• INCIDENT MGMT: Parent and child Incident state sync up - CMS
• INCIDENT MGMT: Incident State flow - CMS
• INCIDENT MGMT: Incident Response SLA - CMS
• INCIDENT MGMT: Incident Resolution SLA - CMS
• INCIDENT MGMT: Incident creation - Self service - CMS
• INCIDENT MGMT: Incident Assignment - CMS
• INCIDENT MGMT: Create Standard Change from Incident - CMS
• INCIDENT MGMT: Create Problem from an Incident - CMS
• INCIDENT MGMT: Create Normal Change from an Incident - CMS
• INCIDENT MGMT: Create Knowledge from an Incident - CMS
• INCIDENT MGMT: Create Emergency Change from an Incident - CMS
• INCIDENT MGMT: Create child Incident using UI action and verify its fields - CMS
• INCIDENT MGMT: Copy Incident from a Closed Incident - CMS
• INCIDENT MGMT: Create Knowledge from an Incident – CMS

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

ES Case Updates

On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to ES Cases:

• Manual Proofing Cases and Edit ServiceNow Assignment Group Requests Update: Route to SOS

Manual Proofing Cases and Edit ServiceNow Assignment Group Requests were incorrectly assigned to “HIDS Security IAM.“

This change will update the routing of Manual Proofing Cases and Edit ServiceNow Assignment Group Requests as follows:

• • Inbound Cases/Requests to CCSQ Services and Operations Support (SOS).
  • Inbound emails generating Cases to ServiceCenterSOS@cms.hhs.gov.

• Converting QPP Cases to Manual Proofing Update

The mandatory fields on the QPP Case form should not display when converting a QPP Case to Manual Proofing.

The update with impact the following:

• • When a QPP Case is converted to a Manual Proofing Case, the Case will be moved to the Case/parent table.
  • Manual Proofing Cases will be visible only to CCSQ Services and Operations Support.
  • When the QPP Case assignment group is reassigned, the mandatory fields will display on the QPP Case form before it is reassigned.
  • The Assignment Group will change from ‘HIDS IAM Group’ to the correct CCSQ SOS Assignment Group.

• Identity Proofing Cases Update: Automatically Remove Proofing Documents When Resolved

Proofing documents are not automatically removed when resolving Identity Proofing Cases assigned to CCSQ Services and Operations Support.

The update will impact the following:

• • Update the Assignment group for correct routing to CCSQ Services and Operations Support.
  • When a Case is converted to a Manual Proofing Case, the Case will be moved to the Case/parent table.
  • Manual Proofing Cases will be visible only to CCSQ Services and Operations Support.
  • When a Manual Proofing Case is resolved and the Case form is reloaded, the attachment will be automatically removed.

• ES Incident Email Notification Update

The Incident email notification titles for ES Incidents are reading as “Ticket Opened” and “Case Assigned to Group” instead of “Incident.”

The update will impact the following:

• • When an Incident is opened, the email notification title will read “Incident Opened.”
  • When an Incident is assigned to a group, the email notification title will read “Incident Assigned to Group.”