The following enhancements will be completed during this iteration:

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Track a Ticket – New Filtering and Sorting Functionality

On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will improve the customer ticket tracking experience in CCSQ Support Central by adding new filtering and sorting functionality. These enhancements will reduce the customer’s search time by enabling them to quickly sort and locate their ticket(s) based on the criteria they entered.

•  A ‘Filter by Status’ drop down has been added to the Track a Ticket form which includes options for:
  • Any Status
  • Open
  • Closed

Image Added

• A ‘Sort By’ drop down will be added to allow customers to sort by any column on the page.
  • Date Created (sorted by most recent first)
  • Last Updated (sorted by most recent first)
  • Subject (sorted by A-Z)
  • Ticket Number (sorted lowest to highest)
  • Ticket Status (A-Z) 

Image Added

For more information, review the Master Article for CCSQ Support Central – Home Page 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 Platform Customers and CCSQ Services and Operations Support (SOS)

CCSQ ServiceNow: Assignment Group Management Updates

On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the Assignment Group Management process and create a new ServiceNow Active Groups report.

• Assignment Group Management Process Updates
  • In the ServiceNow Group record, the ‘Description’ field will need to be completed before changes to the Assignment Group record can be saved (e.g., add User, remove User, change Group Manager, etc.)

Image Added

• • The ‘Description’ field will then be updated with the description detail for that Assignment Group when an Assignment Group is selected with the Reference (lookup/magnifying glass tool).

• • Image Added 

• • By providing better context and understanding of the purpose for each Assignment Group throughout the Platform, CCSQ ServiceNow customers will be able to select Assignment Groups with a greater level of accuracy.

• New ServiceNow Active Groups Report
  • The new Active Groups report will be run daily and lists all the Active Assignment Groups that have no entry in the ‘Description’ field.
  • The report will be sent to the SOS Team to then contact the Group Managers and instruct them to enter the Assignment Group descriptions in ServiceNow.
  • Email Report format will be as follows:
    • Subject: "ServiceNow Group Descriptions - Updates Required for Active Groups"
    • Body: "Please see attached ServiceNow Active Groups report. The descriptions for the groups listed require immediate updates."
    • Attachment format: Excel Report

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Navigation Updates

On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central to improve navigation and the submission process.

• The ‘Submit’ and ‘Next’ buttons will always be active. If these buttons are clicked before all required fields are completed, the Required field alert displays indicating which fields are incomplete.

Required field alerts will return the customer back to the required field ensuring that all required fields are completed before submission. Pressing the space bar, the ‘Enter’ key, or the X in the field alert will close the alert and move the focus to the first required field that was not completed.

Image Added

The following CCSQ Support Central forms will be updated with those enhancements:

• • Create a New Ticket
  • Track an Existing Ticket
    • Mobile Registration
      • The ‘Receive Code’ button will always be active.
      • The ‘Submit’ button will be visible and active once the ‘Receive Code’ button is clicked.
  • Schedule a Call

•  Additional updates include:
  • All required fields will be marked with a red asterisk on all forms.
  • All fields and field alerts are screen readable for those customers who use a screen reader.
  • ReCAPTCHA validation will be required for all forms before submission.

Affected Customers: CCSQ ServiceNow Knowledge Manager

CCSQ ServiceNow: Knowledge Manager Notification Update

On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to automatically notify the Knowledge Manager Support Group that a Knowledge Base is deactivated. Currently, there is no email notification in place if a Knowledge Base is deactivated and this update will provide awareness for Knowledge Managers.

 Image Added

Affected Customers: QSEP Help Center Agents and Customers

CMS QSEP Help Center Form: Phone and Surveyor ID Fields Updated

On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the following fields on the CMS QSEP Help Center Form:

• Your Phone Number
  • U.S. phone numbers will be automatically formatted as (XXX)XXX-XXXX.
  • U.S. phone numbers only, does not include international phone numbers. 
  • No alpha or special characters or spaces will be allowed in the ‘Your Phone Number’ field.

• Surveyor ID Number
  
  • The Surveyor ID Number field will allow only numerical characters.
  • Exactly five numbers must be entered.
  • No alpha or special characters or spaces will be allowed in the ‘Surveyor ID Number’ field.

Image Added

If these fields are only partially completed when the customer presses the ‘Tab’ key to move to the next field, the field will revert to all Xs and a message will display to prompt the customer to enter the appropriate number of digits.

Implementing these validation requirements will help alleviate submission errors.

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

HARP Integration: User Record Creation Update

On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the ‘Create Harp User Account’ workflow script to improve the process of converting a Contact Record to a User Record. The new workflow script will automatically convert an existing Contact Record to a User record by removing contact related roles in the User Record.

 Image Added

Affected Customers: CCSQ ServiceNow Q&A Portal Customers

Public Q&A Tool: PCH Topic Updates

On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the ‘PCH - Cancer Hosp. Quality Reporting’ Program Topics as follows:

New Topics and Subtopics

• CMS Disparity Methods
  • Questions for this Topic will be routed to existing Assignment Group ‘Public QA- CMS Disparity Methods’
  • Required Fields:
    • Contact Type
      • 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)

 Image Added

• • • Country
      • United States is listed first, then alphabetically listed countries.
      • After selecting United States, the state/territory options display and the ‘State’ field will be required.

Image Added

• Claims-Based Outcome Measures
  • 30-Day Unplanned Readmissions for Cancer Patients
  • Admissions and ED Visits for Patients Receiving Outpatient Chemotherapy
  • Surgical Treatment Complications for Localized Prostate Cancer

• Health Equity Measures
  • Facility Commitment to Health Equity
    • Questions for this subtopic will be directed to the Public QA - DRIO-YALE assignment group.
  • Screen Positive Rate for Social Drivers of Health
  • Screening for Social Drivers of Health
    • Questions for these two subtopics will be directed to the Public QA - HIP Support assignment group.

• Patient Engagement/Experience of Care Measure (New Subtopics)
  • Documentation of Goals of Care Discussions Among Cancer Patients
  • HCAHPS Survey Data
    • Questions for these two subtopics will be directed to the Public QA - HIP Support Assignment Group.

Image Added

Topics Moved/Renamed:

• The following renamed topics will be moved from under ‘Cancer Measures’ to the new ‘Claims-Based Outcome Measures’ topic:
  • ‘PCH 30/31: Admissions and ED Visits for Patients Receiving Outpatient Chemotherapy’ will be renamed ‘Admissions and ED Visits for Patients Receiving Outpatient Chemotherapy.’
  • ‘PCH 36: 30-Day Unplanned Readmissions for Cancer Patient’ will be renamed to ‘30-Day Unplanned Readmissions for Cancer Patients.’
  • ‘PCH-37: Surgical Treatment Complications for Localized Prostate Cancer’ will be renamed to ‘Surgical Treatment Complications for Localized Prostate Cancer.’
• ‘Healthcare-Associated Infection Measures’ will be renamed ‘Safety and Healthcare-Associated Infection Measures.’

Image Added

Topics Removed:

• Clinical Effectiveness Measure

Affected Customers: ADO-ESS-DevSecOps Support

CCSQ ServiceNow: Individual Offboarding Request Update

On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the ‘Individual Offboarding Request Catalog Item’ in the ServiceNow Platform and Portal. When managers select ‘Submit’ on the Individual Offboarding Requests IT Services Catalog page, the request will automatically route to the ADO-ESS-DevSecOps Support Assignment Group.

’New Relic Offboarding Request‘ will display in the related Requested Item ticket (RITM) in the Catalog Task tab under the Short description column and ADO-ESS-DevSecOps Support as the Assignment group.

Image Added

Affected Customers: CCSQ ServiceNow System Teams

Automated Test Framework (ATF) Updates for Master Regression Test Suite

On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to ATF the Master Regression Test Suite structure.

The update will include a cleanup of the Master Regression Test Suite by:

• Renaming identified test suites and test cases
• Moving test cases to the correct test suites
• Updating the parent/child suite hierarchy

This update will benefit the Agile Release Train (ART) by providing a Master Regression Test Suite that is easier to follow, understand, and use.

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ Support Central Customers and Live Chat Agents

CCSQ Support Central: Live Agent Enhancements

On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement enhancements to the CCSQ Support Central Live Agent functionality. These enhancements will improve the customer’s experience when using CCSQ Support Central Live Agent functionality by providing greater visibility of the chat function, easier authentication, and an estimated wait time.

• Better visibility of chat icon to provide better marketing for Live Agent/Virtual Chat button on CCSQ Support Central homepage.

• Customers will be able to edit the authentication code value fields (First name, last name, and email) if originally entered incorrectly.

• An estimated wait time of one to three minutes will display for the customer to know when they will be connected to a live agent.

For more information, review the Master Article for CCSQ Support Central - Home Page 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 iQIES Customers

iQIES HCD Research Form Updates

On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the iQIES HCD Research Form. These enhancements will improve the efficiency of the form.

• The radio buttons selections under the ‘Research Type’ and ‘Affiliation’ fields will now be read aloud for customers who rely on the screen reader.

• A multi-select option will be added to the 'Specialty Type’ field. Customers who rely on the screen reader will now be read their selection(s).

• The ‘Submit’ button color will be updated from grey to the active blue color. This change will provide a better color contrast that in some cases can be challenging for customers to see.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Systems Team

ServiceNow Health Scan Update

On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to CCSQ ServiceNow and the Q&A Portal to address the 2023 Health Scan findings in the "Act" Definition Category. These updates will improve performance and follow best practice standards.

• Portal Performance Update: AngularJS directives will be used instead of JavaScript window objects.
• Platform Performance Update: A business rule in the global scope was removed and replaced by generic script.

Affected Customers: CCSQ ServiceNow iQIES Customers

iQIES Case Form Update

On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the iQIES Case Form. The iQIES team will be supporting Ambulatory Surgical Centers (ASC) with Survey and Certifications, therefore, ASC will be added to the Participation Options drop-down list on the iQIES Case form.

ASC will be added to the Participation Options drop-down list for all Contact types:

• Providers
• States
• CMS
• Vendors
• MAC
• Contract Surveyors
• Other

Affected Customers: CCSQ ServiceNow Agents

Agent Workspace: ‘Handle as Manual Proofing Case’ Update

On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update in Agent Workspace. ‘Handle As Manual Proofing Case’ will no longer be an option in the Agent Workspace view.

Affected Customers: CCSQ ServiceNow Platform Customers

Assignment Group Name Updates

On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will rename and retire the following Assignment Groups.

Assignment Groups that will be renamed:

 Assignment Groups that will be retired:

Affected Customers: CCSQ ServiceNow Q&A Portal Customers

Q&A Portal Updates

On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to the CCSQ Question & Answer (Q&A) Portal:

• Inpatient-Measures & Data Element Abstraction Program Update: Remove Subtopics for Hospital Inpatient - PC-01

The subtopics for Hospital Inpatient - PC-01 are no longer needed and will be removed.

• Data Submission
• General Abstraction Guidelines
• Population and Sampling

The Hospital Inpatient - PC-01 topic will remain.

• Assignment Group Update for Screening for Metabolic Disorders Topic

The Screening for Metabolic Disorders topic assignment group will be updated to the Public QA – Measure Writers team. The Screening for Metabolic Disorders topic is located under the IPF - Inpatient Psychiatric Facility program.

Affected Customers: 1135 Public Portal Customers and Agents

CCSQ ServiceNow 1135 Waiver/Flexibility Request and Inquiry Form Updates

On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the 1135 Waiver/Flexibility Request and Inquiry Form as follows:

• ‘Submit’ Button Redesign and Mandatory Fields Error Messaging
  • The ‘Submit’ button will appear at the bottom of the form after the completion of each section.
  • After all mandatory fields are completed in a section, the next section will appear.
  • When there are incomplete mandatory fields, upon clicking the ‘Submit’ button, an error message pop-up window will appear at the top of the form. The error message reads “Some sections are incomplete.” and includes the names of the mandatory fields to complete.
  • Click the ‘X’ in the error message to close that window.

• • The focus will then be directed to the first incomplete mandatory field upon closing the error message.

• • The error message will reappear if the ‘Submit’ button is clicked again without completing the mandatory field(s). 
  • When all mandatory fields are complete, clicking the ‘Submit’ button will trigger the form submission.

• Minimum of Four Characters Required
  • Customers will be required to enter a minimum of four characters in the field that is presented when the "Click here if you do not see your Waiver Request Type" checkbox is selected in the ‘Waiver/Flexibility Request Type’ field in Section 3.

• • If the Customer enters less than four characters in the field, an error message will appear. When the error message is closed by clicking ‘X’ or the ‘OK’ button, the customer will be sent to the related field to correct their entry.

These updates will meet 508 Compliance requirements. Customers who rely on the screen reader will now be read error messages and will be guided through the form to correct the error(s) and proceed with their submission.

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

The following enhancements will be completed during this iteration:

Affected Customers:1135 Waiver Requests Help Desk

1135 Waivers: Special Handling Notes

On Friday, September 15, 2023, at 5:00 PM ET, CCSQ ServiceNow updated the 1135 Waivers Special Handling Notes, so the Agents now see a Special Handling Note that differentiates the States (Florida and Georgia) and their applicable PHE information (dates).

This information is being provided to the ServiceNow 1135 Waiver Agents so that they have the same information that is being provided to the 1135 Public Portal customers when submitting a waiver request.

Affected Customers: iQIES Idea Portal Customers

iQIES Idea Portal: Voting and Comment Updates

On Friday, October 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement voting and comment updates on the iQIES Idea Portal. Customers will now be able to vote and comment on an idea no matter which state it is in, except for a completed Idea or one of the 3 'not implementing' states. 

This will allow customers to vote and comment on more stages of the idea and provide the potential for more input to help the iQIES Idea Managers.

For more information, review the Overview of iQIES Idea Portal and How to Submit an Idea and related Knowledge Articles in CCSQ ServiceNow. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account. 

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 Update

On Sunday, September 30, 2023, at 12:00 AM ET, annual updates were completed to the PI Hospital Hardship Exception Application form for Critical Access Hospital (CAH) to reflect the submission window closing September 30, 2023.

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

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

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

On Friday, October 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the functionality of the ‘Add Another Inquiry Request’ button on the 1135 Waiver Public Portal. When a visually impaired customer clicks the ‘Add Another Inquiry Request’ button, the screen reader will function as intended and navigate to the next required field to create the additional Inquiry.

Affected Customers: CCSQ ServiceNow Service Center Agents

CCSQ ServiceNow Agent Workspace: ‘ES - Enterprise Services’ Added to ‘Convert Case’ List Update

On Friday, October 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the ‘Convert Case’ dropdown list in Agent Workspace. The ‘ES - Enterprise Services’ Case type will be added to the ‘Convert Case’ dropdown list when converting a case using Agent Workspace.

Affected Customers: CCSQ ServiceNow Service Center Agents

CCSQ ServiceNow:‘Assigned to’ Field Functionality Update

On Friday, October 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the functionality of the ‘Assigned to’ field on Cases in the platform. The ‘Assigned to’ field will be cleared when an Agent changes the ‘Assignment Group’ to one that the Agent is not a member.

The Agent will no longer be assigned to the Case, and the Change Notification is sent to the members of the reassigned Assignment Group. This ensures the best practice that requires the Case Assignee to be a part of the Assignment Group listed.