Page History

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Platform Customers

CCSQ ServiceNow Platform: Next Experience UI Implementation

On January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will begin the upgrade to the Next Experience UI. This upgrade will not cause any system downtime, and customers will be able to continue using CCSQ ServiceNow while the upgrade is implemented.

CCSQ ServiceNow is upgraded periodically to ensure that CCSQ ServiceNow customers have continued access to support services and the latest ServiceNow features.

Enhancements Included in the Upgrade

Customers can expect some new functionality with this upgrade, which introduces several new features in the ServiceNow Platform as well as some enhancements to existing features.

Some of the new functionality includes:

• Enhanced User Experience: Users may find it easier to perform their tasks, leading to increased productivity.
• Mobile Responsiveness: Designed to be mobile-responsive and accessible from various devices and screen sizes.
• Improved Performance: Optimized, leading to faster load times, and improved overall system efficiency.
• Modern User Interface: Modern and visually appealing user interface. Designed to be more intuitive and user-friendly, making it easier for customers to navigate and interact with the whole platform.
• Unified Navigation: Enables you to access content across ServiceNow in a single pane, simplifying access to the items you need to get working.
  • All menus: Retrieve the menu items and modules you can access in ServiceNow, add them to your favorites, and return to items previously visited.
  • Contextual app pill: See where you are in the ServiceNow platform and add current item to your favorites if desired.
  • Global Search: Search across ServiceNow to return the results that are most relevant to you.
  • Notifications: View and personalize notifications applicable to you based on access and admin configurations.

More Details about this Upgrade                                                                                         

Videos detailing the upgrade to the Next Experience UI can be found on the ServiceNow website:

• Next Experience User Interface Overview
• Next Experience UI – Unified Navigation
• Next Experience UI – Additional Menus
• Next Experience UI – Workspaces

For more information, review the ServiceNow Next Experience UI Frequently Asked Questions (FAQ) in CCSQ ServiceNow. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

If you need additional information:

• Slack: #help-servicenow
• Email: CCSQServiceNow@cms.hhs.gov

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: HARP Self-Service Enhancements

On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement rotating carousel banners on the CCSQ Support Central home page. Click the arrow on either side to rotate between the banners.

The new Self-Service Account Recovery banner will include anew HARP Account Recovery link. The HARP Account Recovery link will make it easier for customers to handle HARP account-related issues like password resets, account unlocks, and other account help.

The link appears in multiple locations, on the new Self-Service Account Recovery banner, as well as below the banner, and on the Request Support page.

The link accesses the Account Recovery page listing the following options for customers to recover their HARP account:

• Forgot user ID or password: Enter your email address to receive an email containing your user ID and instructions to reset your password.
• Add Two-Factor Device: Login to add a new two-factor authentication device to your account.
• Full Account Recovery: Enter your email address, first name, last name, and date of birth to receive an email containing instructions to recover your account.
• PIV Card: Learn more about how you can use your PIV card to log into HARP.
• Need more help?: Please contact the help desk for additional assistance.

These enhancements will improve customer service by providing a link to assess HARP self-service for faster resolution to HARP account issues.

Affected Customers: CCSQ ServiceNow Self-Service Portal Customers

CCSQ Self-Service Portal: SecDevOps Category Updates

On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the SecDevOps Catalog Items in CCSQ ServiceNow Self-Service Portal. All SecDevOps Catalog Items will be assigned to the ADO-ESS-DevSecOps Support Assignment Group.

Updates under the SecDevOps Catalog Items are as follow:

• SecDevOps ->ADO Onboarding Request
  • A new request titled "New Relic Onboarding Request" will replace "Nexus Onboarding Request IQ Server."

• SecDevOps ->ADO Support Request

• • A new request called “Cloud Protection Manager Request”has been added.
  • A new request called “New Relic Support Request"has been added with required form fields similar to the Cloud Protection Manager Request form.

• SecDevOps ->ADO Support Incident

• A new request called "ClamAV Support Incident" has been added.
• A new request called "New Relic Support Incident" has been added with required form fields similar to the ClamAV Support Incident form.

Streamlining the SecDevOps Catalog Item processes will improve customer satisfaction by reducing the time to route and complete SecDevOps Catalog Item requests.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Platform Customers

HIDS Assignment Group Name Updates

Starting Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will rename the following HIDS Assignment Groups since they are no longer being used.

Affected Customers: CCSQ ServiceNow Platform Customers

Retired Assignment Groups

Starting Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will be retiring the following Assignment Groups since they are no longer being used.

Retired HIDS Assignment Group Names

Retired Assignment Group Names

Affected Customers: CCSQ ServiceNow Platform Customers

CCSQ ServiceNow: QPP Case Form Update – APM Field Dropdown Options

On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the QPP Case form.

The following changes will be made to “APM” field dropdown when APM is selected in the “QPP Track” field:

• Global and Professional Direct Contract (DC) will be removed.
• ACO REACH will be added.
• Enhancing Oncology Model (EOM) will be added.

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Service Center 2024 Holiday Closure Dates

On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Service Center’s 2024 Holiday Closure Dates posted on the CCSQ Support Central Contact Us page.

Affected Customers: Service Center Email Integration-Targeted Communications Team

QualityNet Mailer System-to-System Functionality Update

On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement improvements in the system-to-system functionality when utilizing the QualityNet Mailer API. The ServiceNow QualityNet Mailer integration will use a system-to-system token instead of a Refresh Token to retrieve the current Authorization Code. The Authorization Code allows an external system to interact with the QualityNet system.

This eliminates the need for an Admin to login to QualityNet to obtain a temporary Refresh Token. This update also remediates the risk of expired user sessions and the risk of the automated process utilizing the credentials of an inactive user.

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: New ‘Program’ Field Tool Tip

On Thursday, December 21, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the tool tip for the ‘Program’ field under the ‘Ticket Details’ section for the ‘Create a New Ticket’ page in Support Central. The new tool tip will include a Program Summaryto provide more information on each Program. This update will help customers select the correct Program when submitting a new ticket in CCSQ Support Central resulting in faster resolution time.

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Create a New Ticket and Track an Existing Ticket Messaging Updates

On Thursday, December 21, 2023, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central Create a New Ticket and Track an Existing Ticket messaging so the forms provide instructional text that will be readable by screen readers and to ensure compliance with Section 508 of the Rehabilitation Act.

The following functionality will be updated:

• Create a New Ticket and Track an Existing Ticket will have an additional instructional message at the beginning of each form that is screen readable. The new message will inform the requester that they must complete all required fields for the ‘Next’ or ‘Submit’ button to be available allowing them to proceed.

• Create a New Ticket field tool tips will be readable by the screen reader. These are identified by the Question Mark icon.

These updates will provide a better customer experience when filling out the Create a New Ticket and Track an Existing Ticket forms.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow: Logo Updates for the Visual Impaired

On Thursday, December 21, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the alternative text for the following Logos that appear in the ServiceNow portal headers and footers:

• Centers for Medicare & Medicaid Services (CMS)
• Department of Health & Human Services (DHS)
• QualityNet

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: New EQRS URL Links

On Thursday, December 21, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the EQRS links on Support Central to the new EQRS URL (https://eqrs.cms.gov/).

This update ensures that customers will navigate to the correct EQRS website.

Affected Customers: CCSQ ServiceNow Customers

New Subcategory for Security Incidents and Problems

On Thursday, December 21, 2023, at 8:30 PM ET, CCSQ ServiceNow will add aSubcategory menu option for new Incident and Problem records titled ‘Endpoint’ when ‘Security’ is the selected Category.

This will improve the customer experience by providing a Subcategory selection for this required field that previously offered no drop-down selections.

Affected Customers: CCSQ ServiceNow System Team

CCSQ ServiceNow: Utah Patch 9 Upgrade

On Saturday, December 23, 2023, at 2:00 PM ET, CCSQ ServiceNow will be updated to include the Utah Patch 9 upgrade as scheduled in HIWAVE as a part of the monthly patching program.

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 Service Center Agents and CCSQ ServiceNow Portal Customers

CCSQ Q&A Portal: New Topic ‘CMS Disparity Methods’ for Inpatient Psychiatric Facility (IPF) Program

On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will add a new topic for the IPF Program on the ‘Ask A Question’ page of the CCSQ Q&A Portal. Selecting the new topic titled ‘CMS Disparity Methods’ will automatically route questions to the Public QA - Measure Writers Assignment Group for further communication.

The following maintenance tasks will be completed during this iteration:

Affected Customers: 1135 Administrators and ServiceNow System Administrators 

CCSQ ServiceNow 1135 Waiver: PHE Specific Report(s) Update

On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will provide new automation for the distribution of PHE Specific Report(s).

Automation of this process will save time for both the ServiceNow System Administrators and ServiceNow Developers who perform manual updates to the Reports requested by 1135 Administrators. This change will automate the necessary, weekly updates, so that once a Report is scheduled for distribution, it will no longer require manual updates on an ongoing basis. Also, a ServiceNow Catalog Request (task) for each of these manual updates will no longer be needed to update these scheduled Reports.

Affected Customers: IT Services Catalog Procurement Fulfillment Customers

CCSQ ServiceNow Self-Service Portal: HHS-22 Form ‘Request Year’ Drop Down Update

On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the HHS-22 Form in the IT Services Catalog by adding a new request year titled ‘10/1/2023 – 12/15/2023’ to the ‘Request Year’ drop-down list.

Affected Customers: CCSQ ServiceNow Service Centers Agents

Case Form Update

On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update on all Case forms so that the ‘Additional Comments’ field will not be required when 'Awaiting Internal/System Info’ is selected in the 'Awaiting info reason' field. The Case can be saved without completing the ‘Additional Comments’ field.

Affected Customers: ServiceNow System Teams

CCSQ Q&A Portal: Ask-a-Question (Q&A tool) Date Fields Update

On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an automatic script which adds the new quarterly dates for the next year. This will reduce manual modification each year.

On December 15th each year, the following fields in the ‘Question Details’ section will be automatically updated with the next year’s quarterly dates:

• Reporting quarter
• Encounter Date
• Discharge Period
• Discharge Period_IPF

The automatic script will eliminate the need for manual modification of code every year from the Q&A programs and will reduce time-lag for updates to the page.

Affected Customers: CCSQ ServiceNow Service Center Agents

Targeted Comms Date Field Update

On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Targeted Comms Module so that the date will appear correctly when the record is previewed.

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ Service Center Agents and CCSQ ServiceNow Portal Customers

CCSQ ServiceNow Self-Service Portal: ‘My Stuff' Update and New ‘View in Platform’ Button for

On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will add new functionality to the CCSQ ServiceNow Self-Service Portal Home page.

• Customers will see a new table titled ‘My Cases’ listing all their cases. Click on each individual case link to view the related case activity and attachments.
• Customers will also be able to view all their open and closed case information such as the Assignment Group, current State, date/time of each Case. Just click the header (upper right-hand tab) called ‘My Stuff,' and then click ‘My Cases.’

This added functionality will provide customers the convenience of accessing their Case information on their own instead of calling the Service Center for Case status updates.

Affected Customers: CCSQ ServiceNow Self-Service Portal Customers

CCSQ ServiceNow Self-Service Portal Guided Tour Update

On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Self-Service Portal Guided Tour which is accessed through the "How to Use this Tool" link at the top-right corner of the Home Page. The language will be updated to include Security Incidents, Approvals, and Cases under ‘My Stuff’ and Security Incidents, and Cases on the CCSQ ServiceNow Self-Service Portal Homepage.

Affected Customers: CCSQ Support Central Customers, HCD, and the CCSQ Service Center Teams

CCSQ Support Central: Schedule a Call/Virtual Chat External Customer Satisfaction Surveys

On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Customer Satisfaction Surveys on CCSQ Support Central.  The main objective of the survey information collection is to gain qualitative and quantitative data from customers who frequently visit the website to schedule a call or use Virtual Chat. After scheduling a call or a completing a Virtual Chat, randomly selected customers will receive a pop-up window inviting the customer to take a brief 2-minute survey. The survey invitation is then triggered to repeat at 90-day intervals.

The customer survey feedback will help improve design quality and assess the interactive experience to provide the Service Center teams with data-driven feedback to further improve the customer experience.

Affected Customers: 1135 Report Recipients and 1135 Administrators and Group Managers

1135 Waivers: Administrator's Report per PHE – New Executive Summary Section

On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the 1135 Waiver Report so that 1135 Administrators and Group Managers will be able to provide weekly updates to the Executive Summary option within ServiceNow. This information will accompany its related PHE Reports upon distribution of the PHE Specific Reports so that they may provide additional details as an Executive Summary to those receiving the Reports. 

The following maintenance tasks will be completed during this iteration:

Affected Customers:1135 Waiver Public Portal Customers and 1135 Waiver Agents

1135 Waiver Public Portal: ‘Add Another Waiver Request’ Field Update for the Visual Impaired

On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the functionality of the ‘Add Another Waiver Request’ button on the 1135 Waiver Public Portal. When a visually impaired customer clicks the ‘Add Another Waiver Request’ button, the screen reader will function as intended and navigate to the next required field to create the additional Waiver.

Affected Customers: CCSQ ServiceNow Customers

508 Compliance Updates to Q&A and QSEP for the Visual Impaired

On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement 508 Compliance updates for the visual impaired to QSEP and the Q&A Portal as follows:

• QSEP Form fields and the Q&A Portal fields will have a message indicating the number of characters left for the associated field so that the information can be announced automatically via Screen Reader.
• Q&A Portal heading categories will have larger text for easier viewing.
• Q&A confirmation pages will reflect a more appropriate title called 'Your Request has been Received.'

Affected Customers: CCSQ Support Central Agents and Fulfillers

CCSQ ServiceNow: Email Validation for Catalog Requests

On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update that requires the customer to complete the ‘Requested Email Address’ field with a valid email address. An error message will appear for invalid email address formats when submitting a Catalog Request form. This update will ensure a valid email format is submitted.

The affected Catalog items in this update include:

• Create Contact For CSM Outlook
• Create Security Incident
• Edit Assignment Group Attributes
• Email Distribution List and Shared Inbox
• Individual Contractor Offboarding Requests
• Production Data Management PDM
• Submit QSEP Support Ticket
• User Management