The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Hospital Hardship Customers

Hospital Hardship Case and Webform Enhancements

On April 25, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Hospital Hardship Case form and webform to enhance the Hospital Hardship customer experience and minimize confusion, ultimately leading to a more intuitive and user-friendly interface.

Updates to the Hospital Hardship webform include:

• Section One:
  • CCN error messages for approvals and submissions. An error message will populate when:
    • The CNN is not exactly 6 digits.
    • A valid CNN is not found.
    • If the CCN has reached the maximum of five lifetime approvals.
    • If the CCN has already been used for that calendar year.

• • • The ‘Confirm Submitter email’ field will validate that the email address is entered correctly. Corrections made to the ‘Submitter Email’ field will auto-delete all content in ‘Confirm Submitter email’ field.
    • A phone number ‘Extension’ field will be added.

• Section Two:
  • Extreme and Uncontrollable Circumstances (EUC) reason will be in a drop-down menu.

• Section Three:
  • Captcha verification will be added.
  • The ‘Submit’ button will appear and stay active once the submitter reaches Section three of the form. When the ‘Submit’ button is clicked, an error message response will display if there are any field errors to be addressed by the customer.

Updates to the Hospital Hardship email notifications include:

• The "Application Approved" notification will alert the hospital how many approvals have been received. (CCN Numbers are allowed a maximum of five lifetime approvals.) 
• The "Number of hardships approved" field will be added to track the CCN approval counts in the notification email. 

The Hospital Hardship form is active beginning May 1, 2024.

For more information, review the Knowledge Article titled Medicare Promoting Interoperability Program Hardship Exception Application after the update is completed on April 25, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ Service Center Agents and CCSQ Service Center HCD Team

HCD Participant Opt-In Process

On April 25, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the HCD outreach process to streamline the customer research process for Service Center HCD to be able to track customer participation across various programs within ServiceNow.

The enhancements include:

• A new required dropdown field titled ‘SC HCD Outreach Status’ will be added to all program Case forms with the following dropdown values:
  • None (Default)
  • Opt-In
  • Opt-Out 

• The ‘Outreach Opt In Program(s) Selection’ field will be removed from all program Case forms. 
• The existing blue status banner will be updated to include the date of the most recent opt-in/opt-out selection.

• Opt-in and Opt-out notification emails will be sent to customers. Selection in the ‘SC HCD Outreach Status’ field will trigger these emails. Each notification will have a link for the customer to email a reply to opt-in or out if needed.

• • Opt-In Email (Welcome Email)

• • Opt-Out Email

• The HCD Participation Record will be updated as follows:
• The following fields will be removed:

• Program
• HCD Opt-In checkbox

• A new required dropdown field titled ‘SC HCD Outreach Status’ will be added to all program Case forms with the following dropdown values:
  1. None (Default)
  2. Opt-In
  3. Opt-Out 

• New fields for ‘Opt-In’ and ‘Opt-Out’ dates will be added.

• Agent Workspace will be updated with the Case form and HCD participation record changes.

Affected Customers: CCSQ ServiceNow Platform Customers

CCSQ ServiceNow: Case-Centric Support Process

On April 25, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the Case-Centric Support Process.

This update will improve the coordination between Service Center agents and ADOs as well as the overall customer experience as it relates to creating and resolving customer Cases and Incidents. This is being accomplished by automating status updates and creating transparency of work notes and comments made on both the Case and Incident.

Customers can expect new functionality with this process improvement, including:

Improved Customer Experience

After the update on April 25, 2024, at 8:30 PM ET, CCSQ Support Central customers will only receive email notifications on their Cases. This will eliminate the customer confusion caused by receiving multiple email notifications when their Cases and Incidents for the same issue were opened and closed. 

Create an Incident from a Case

When a customer calls the CCSQ ServiceNow Service Center, the Service Center Agent will be able to create an incident directly from the case.

• The Case will be updated automatically to reflect:
  • ’Awaiting info’ as the State.
  • ‘Awaiting Internal/System Info’ as the Awaiting Info Reason.

• Service Center SLAs for the Case will pause automatically while the assigned ADO is working on the incident.

Incident and Case Resolution

Incident and Case resolution updates require the Agent’s review and intervention.

• Once the assigned ADO resolves the Incident, the ‘State’ on the Case will be updated automatically to Open. Additionally, the Action Status will reflect ‘Needs attention’ to alert the assigned Service Center Agent that action is required to resolve the Case (and follow up with the customer if needed).
  • SLAs will resume once the Case moves back to an ‘Open’ State.

• There will be direct linkage in the Case form ‘Related Records’ tab to show the relationship between the Case and Incident.

• There will be direct linkage in the Incident form ‘Closure Information’ tab to show the relationship between the Incident and Case.

• The close code ‘Resolved (Escalated to Incident)’ on the Case form will be removed as a selection since the Case will no longer close immediately when Incidents are created.

Colored Case ‘Action Status’ Indicators

New color case indicators are related to the ‘Action Status’ for easier visual identification.

• Blue indicator (Needs attention) means action is needed by an Agent. When the incident is resolved by the assigned ADO, the related Case ‘Action Status’ automatically changes to ‘Needs attention’ and are waiting for Service Center input or review.
• Red indicator means the Case is blocked. A red indicator highlights Cases that are blocked, such as Cases that have open related task records or are waiting for customer feedback. Blocked Cases can have the following status:
  • Blocked internally
  • Blocked by customer
  • Blocked internally and by customer

Comment and Work Notes Visibility in ServiceNow and Jira

The ‘Additional Comments (Customer visible)’ field and ‘Work notes’ field (visible internally only) will be shared between the Case and Incident (bi-directional).

• IMPORTANT NOTES
  • (Only applies to ADOs with Jira Integration) - Any comments entered in the ‘ServiceNow INC Customer Visible Notes’ field in JIRA will flow to the Additional Comments section of the Incident and Case in ServiceNow and will trigger an email notification to the customer containing those notes.
  • Work Notes from Jira will also be sent to the Incident and Case within ServiceNow but will remain internal use only.

For more information, review the following Knowledge Articles in CCSQ ServiceNow after the update is completed on April 25, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

• iQIES/QIES/ASPEN Case Convert to Incident Process
• Related Links on a Case Form

If you need additional information:

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

Affected Customers: CCSQ ServiceNow iQIES Idea Portal Customers

CCSQ ServiceNow: Artificial Intelligence (AI) Search Implementation – iQIES Idea Portal

On April 25, 2024, at 8:30 PM ET, CCSQ ServiceNow will enable the AI Search functionality in the iQIES Idea Portal. This will increase search capabilities by providing customers with clear answers to their search queries and will order search results in decreasing order of relevancy.

AI Search will enhance how customers interact with platform search features by making it easier to find relevant information. It uses past search behaviors to continuously improve result relevance, ensuring the customer gets the most important information quickly. AI Search tailors results based on their unique searching patterns.

The AI Search functionality for the iQIES Idea Portal includes:

• A new AI Search bar that will only search for ideas.
• The AI Search bar will correct spelling, find exact matches, or find related searches.
• You can search by:
  • Creator
  • Date created
  • Status
  • Category
  • Comments
  • Idea number
  • Keyword

• The results page offers filters, results, and an additional AI Search bar at the top for refining your searches.
• The term that was searched will be highlighted yellow.

For more information, review the following Knowledge Articles after the update is completed on April 25, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

• ServiceNow Search Function and Metadata
• AI Search in the iQIES Idea Portal

Affected Customers: CCSQ ServiceNow Employee Self-Service (ESS) Portal Customers

CCSQ ServiceNow: Artificial Intelligence (AI) Search Implementation – Employee Self-Service (ESS) Portal  

On April 25, 2024, at 8:30 PM ET, CCSQ ServiceNow will enable the AI Search functionality in the ESS and Q&A Portals. This addition is aimed at improving the efficiency and accuracy of searches within the portal, from catalog requests to knowledge articles.

AI Search will enhance how customers interact with platform search features by making it easier to find relevant information. It uses past search behaviors to continuously improve result relevance, ensuring the customer gets the most important information quickly. Whether they need knowledge articles, service catalog entries, or specific personnel details, AI Search tailors results based on their unique searching patterns.

The AI Search functionality in ESS includes:

• New AI Search bars are in the middle and top of the ESS Home page to search for anything related to catalog requests or knowledge articles.
• AI Search will correct misspelled search terms, find exact matches, or find related searches.
• If a misspelled word does not have any relevance to Knowledge Articles, then it will not yield results.

• Within the results page there will be additional AI Search bars, updated filters, and results.
• The search bars located at the top and top right of the page will work in tandem. Updating one will automatically update the other, providing a cohesive search experience.
• The term that was searched will be highlighted yellow.
• The filters for Catalogs and Knowledge Base (KB) Category will also have an AI Search bar.

For more information, review the following Knowledge Articles after the update is completed on April 25, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

• ServiceNow Search Function and Metadata
• AI Search in the ESS Portal

Affected Customers: CCSQ ServiceNow Q&A Portal Customers

CCSQ ServiceNow: Artificial Intelligence (AI) Search Implementation – Question & Answer (Q&A) Portal

On April 25, 2024, at 8:30 PM ET, CCSQ ServiceNow will enable the AI Search functionality in the Q&A Portal. This addition is aimed at improving the efficiency and accuracy of searches within the portal, from catalog requests to knowledge articles related to Q&A.

AI Search will enhance how customers interact with platform search features by making it easier to find relevant information. It uses past search behaviors to continuously improve result relevance, ensuring the customer gets the most important information quickly. Whether they need knowledge articles, service catalog entries, or specific personnel details, AI Search tailors results based on their unique searching patterns.

The AI Search functionality in the QNET Q&A Portal includes:

• The new AI Search bar is in the middle of the Quality Question and Answer Tool Home page.

• Searches conducted through AI Search will yield results specifically from the KB articles relevant to Q&A topics.
  • BFCC QIO
  • Q&A Tool Self-Help
  • Hospitals – Outpatient
  • ESRD Facilities
  • PI – Promoting Interoperability
  • Inpatient Psychiatric Facilities
  • Ambulatory Surgical Centers
  • Hospitals – Inpatient
  • PPS – Exempt Cancer Hospitals
• When the customer clicks any article, the AI Search bars will appear twice on that page – on top and to the top right.

For more information, review the following Knowledge Articles after the update is completed on April 25, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

• ServiceNow Search Function and Metadata
• AI Search in the QNET Q&A Portal

Affected Customers: CCSQ ServiceNow Platform Customers

CCSQ ServiceNow: Artificial Intelligence (AI) Search Implementation – Next Experience UI

On April 25, 2024, at 8:30 PM ET, CCSQ ServiceNow will enable the AI Search functionality in the Next Experience UI. This will increase search capabilities by providing customers with clear answers to their search queries and will order search results in decreasing order of relevancy.

AI Search will enhance how customers interact with platform search features by making it easier to find relevant information. It uses past search behaviors to continuously improve result relevance, ensuring customers get the most important information quickly. Whether it’s knowledge articles, service catalog entries, or specific personnel details, AI Search tailors results based on the customer’s unique searching patterns.

With AI Search for Next Experience, platform search results will be displayed in the tabbed AI Search results interface, like how search results are displayed using AI Search on relevant Service Portals. This provides a uniform search experience across the platform.

The AI Search functionality for CCSQ ServiceNow Platform includes:

• Past search behaviors to continuously improve result relevance, ensuring customers get the most important information quickly.
• Genius Results integration, which reduces the time spent navigating through menus, streamlining tasks, and enabling quicker, more efficient interactions with the platform.
• Platform search results will be displayed in the tabbed AI Search results interface, similar to how search results are displayed using AI Search on relevant Service Portals.

For more information, review the following Knowledge Articles after the update is completed on April 25, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

• ServiceNow Search Function and Metadata
• ServiceNow Next Experience UI Frequently Asked Questions (FAQ)

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow System Team

CCSQ ServiceNow: Utah Patch 10

On Saturday, April 22, 2024, at 11:00 PM ET, CCSQ ServiceNow will be updated to Utah Patch 10 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 maintenance tasks will be completed during this iteration: 

Affected Customers: CCSQ ServiceNow Internal Customers

IT Service Catalog: Assignment Group Catalog Item – Add ‘ES’

On April 11, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the IT Service Catalog > Assignment Group Management > Create an Assignment Group selections. When requesting a new Assignment Group, ‘ES’ will be available as a Case Program Area option when Case is selected under Associated Application.

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Track a Ticket – Long Subject Update

On April 11, 2024, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central Track a Ticket to correct an issue with long subject lines that did not display properly and cut off the buttons under the ‘More Info’ column.

After the update when a customer selects to track multiple tickets, tickets with a long subject line will properly wrap the text and the ‘View Ticket Activity’ and ‘Close Ticket’ buttons will display entirely.

This update will enhance the customer experience by eliminating confusion when viewing multiple tickets that may have long subject lines.

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Top Navigation Updates

On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the following top navigation menu options on CCSQ Support Central:

• The ‘Request Support’ dropdown will be updated to include ‘Create a New Ticket’ and ‘Track an Existing Ticket.’

• The ‘Resources’ dropdown will be added and include ‘About Us’ and ‘Guided Tour.’

• When selecting the appropriate ‘Idea Portal’ from the dropdown list, customers will receive a login pop-up prompting them to enter their information to log into the Idea Portal selected.

These updates will improve the CCSQ Support Central Customer's experience by providing more intuitive navigation.

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central - Virtual Agent: HARP Redirect Update

On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Virtual Agent on CCSQ Support Central. There will be a new prompt to the customer providing a link redirecting them to the HARP Self-Service Portal to resolve basic HARP account requests.

HARP Self-Service Portal

For more information, review the Knowledge Article titled Virtual Agent and Connecting with Live Agent for CCSQ Support Central after the update is completed on March 28, 2024, at 8:30 PM ET. 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:  CCSQ ServiceNow iQIES Idea Managers

JIRA/CCSQ ServiceNow: Idea Integration Update

On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to ServiceNow JIRA ‘Idea States.’  The ServiceNow ‘State’ field will be ‘Read Only’ once the JIRA ticket is created. To request additional information from the customer, press the "Request Info" button and enter additional comments.

After the 'Request Info' button is pressed, and additional comments are entered, the 'State' is set to 'Need more information', and an email notification is sent to the idea submitter requesting additional information. When the submitter responds with the requested information, the State will revert to its previous value.

State Mapping Between Jira and ServiceNow

For more information, review the Knowledge Article titled CCSQ Global - iQIES Idea Managers How-To for CCSQ Support Central after the update is completed on March 28, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ ServiceNow System Teams

CCSQ Service Now: Xplore Installation

On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will install Xplore (developer's tool) in the ServiceNow Production environment.

The Xplore Installation update will free teams from reinstalling in lower environments after the clone.

Affected Customers: CCSQ ServiceNow System and Security Teams

Enable Security Center in Production

On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will enable the Security Center in the Production Environment. By enabling scheduled jobs, administrators will automate scans from the ‘Security Center.’

Affected Customers: CCSQ ServiceNow Systems and Training Teams

CCSQ ServiceNow: Email Properties Update

On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the ‘Email Sending Enabled’ property on ServiceNow. Without adding at least one email address when ‘Email sending enabled’ is checked for outbound email configuration, this will prevent the form from being submitted.

Affected Customers: CCSQ ServiceNow Q&A Portal Customers

CCSQ ServiceNow Q&A Portal: New Program Added – Rural Emergency Hospital Quality Reporting (REHQR)

On April 4, 2024, at 8:30 PM ET, CCSQ ServiceNow will add a new Program called, ‘REHQR - Rural Emergency Hospital Quality Reporting’, to the Q&A Portal.

The program will be added to:

• The Knowledge Base labelled, ‘Hospitals - Rural Emergency’ will be added to ‘Browse Program Article’ and ‘Program Knowledge Bases’ dropdowns.

• ‘REHQR - Rural Emergency Hospital Quality Reporting’ will be added as a new ‘Program’ dropdown on the ‘Ask A Question Page.’

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Self-Service Portal Customers            

CCSQ ServiceNow Self-Service Portal Updates

On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will make the following updates to the Self-Service Portal:

• The ticket summary view will be consistent across the portal.
  • Service Portal home page
  • ‘My Stuff’ page
  • After creating a new Incident

• From the ‘My Stuff’ page, customers will see all their tickets (Case [CS], Change Request [CHG], Incident [INC], Security Incident [SECINC], and Requested Item [RITM]) under ‘My Requests.’

This update will provide the customer with a consistent and accessible experience within various areas of the Service Portal and will mitigate the risk of future potential issues.

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

• How to Manage My Approvals in the Service Portal
• CCSQ ServiceNow Portal My Stuff Menu

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow System Team

CCSQ ServiceNow FileCloud Decommission Updates

On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow FileCloud service strictly for provisioning (adding a user, changing user attributes, and deleting users) will be decommissioned and replaced by the Unified File Management (UFM).

Affected Customers: CCSQ ServiceNow System Team

JIRA Integration: ‘Enable Flows’ to Use Retry Policy

On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to JIRA Spoke that will provide ‘Enable Flows’ to use the Retry Policy for JIRA Integration. A new Retry Policy has been created when Enable Flows retries three times and fails. The Retry Policy will submit an Incident to the CCSQ ServiceNow System team when the flow fails.

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

SLA Breach Email Notification Time Update

On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Service Level Agreement (SLA) Breach Email Notification times for the SOS Team.

To help the SOS Team meet their 6-hour First Response to Customer SLA, the SOS team will receive the following email notifications:

• ‘50% email notification’ will be sent 3 hours before the email breach.
• ‘75% email notification’ will be sent 1.5 hours before the email breach.
• ‘Email has breached’ notification will be sent at 6 hours.

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

QualityNet Question and Answer (Q&A): Footer Update

On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the link text on the Public Q&A portal footer from 'QualityNet Service Center' to 'CCSQ Service Center.'

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Track A Ticket Updates

On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to CCSQ Support Central for ‘Track a Ticket.’

•  Resolved Incident Ticket

CCSQ ServiceNow will update CCSQ Support Central to resolve a data error for ‘Track a Ticket.’  Customers will now see the data for a single incident ticket that has been resolved.

This update will enhance the customer experience by providing the customer with the data requested for a single resolved ticket.

•  Track a Ticket Page Button

CCSQ ServiceNow will implement an update to the ‘View Ticket Activity’ and ‘Close Ticket’ buttons on the ‘Track a Ticket’ page. Currently, when the screen is zoom868pxed into 150%, the button text cuts off. This update will provide customers with the correct view of the buttons even when zoomed in 150%.

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

• 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) 

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.)

• • 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).

• • 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.

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.

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.

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.

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)

• • • 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.

• 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.

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.’

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.

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.