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| The following enhancements will be completed during this iteration: Affected Customers: All CCSQ ServiceNow Platform and Portal Customers Standardized Phone Number Extension and Email Confirmation Fields On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will add phone number extension and email confirmation fields throughout the platform and portals. The update will provide conformity that will enhance the customer experience, minimize confusion, and lead to more intuitive and user-friendly interfaces. - An email confirmation field will be added to validate that the email address is entered correctly. Corrections made to the email’ field will auto-delete all content in the email confirmation field.
- A phone number extension field will be added.
- The following portals will be updated with the new fields:
- Agent Workspace
- CCSQ Support Central: Create a Ticket
- CCSQ Support Central: Track A Ticket
- ESS Portal and catalog items
- iQIES HCD Research Form (Does not have a telephone number field. Added the ‘Confirm Submitter email’ field only.)
- Q&A Portal
- 1135 Portal
Affected Customers: CCSQ ServiceNow Service Center and Help Desk Agents CCSQ Support Central: Case Reopen Notifications On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Case Reopened notifications. One notification will be sent internally to the assigned agent and watchlist users, and the second notification will be sent externally to the Contact. This will prevent customers from receiving individual agent email addresses and agents receiving PHI/PII information from the customer.
The following maintenance tasks will be completed during this iteration: Affected Customers: CCSQ ServiceNow System Team Cloudbees/Jenkins Integration Decommission On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will decommission the Cloudbees/Jenkins Integration with ServiceNow to connect and insert the change requests. All related components will be deactivated, such as users, application menus, modules, and transform maps.
Affected Customers: CCSQ ServiceNow Q&A Portal Customers Question & Answer (Q&A) Portal: IPFQR and PCHQR Program Subtopic Updates On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Q&A Portal for the IPFQR and PCHQR program subtopics as follows: - New subtopics for the ‘IPF - Inpatient Psychiatric Facility’ program under the ‘HBIPS’ topic will be routed to Assignment Group ‘Public QA - HIP Support’.:
- Health Equity Measures
- Facility Commitment to Health Equity
- Screening for Social Drivers of Health
- Screen Positive Rate for Social Drivers of Health
- New topic for the ‘IPF - Inpatient Psychiatric Facility’ program above ‘Screening for Metabolic Disorders’ will be routed to Assignment Group ‘Public QA - HIP Support’:
- Psychiatric Inpatient Experience (PIX) Survey
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- Updated subtopics for the ‘PCH - Cancer Hosp. Quality Reporting’ program under the ‘Health Equity Measures’ topic will be routed to Assignment Group ‘Public QA - HIP Support’:
- Hospital Commitment to Health Equity (rename from ‘Facility Commitment to Health Equity’)
- Screen Positive Rate for Social Driversof Health
- Screening for Social Drivers of Health
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Affected Customers: Division of Value, Incentives and Quality Reporting (DVIQR) and Hospital Hardship Submitters 2024 Medicare Promoting Interoperability (PI) Program Hardship Exception Application Form On Tuesday, April 30, 2024, 9:00 PM ET, the annual updates were completed to the PI Hospital Hardship Exception Application form to reflect the 2024 PI Hardship program. The PI Hospital Hardship Exception Application for Critical Access Hospital (CAH) and Eligible Hospital (EH) submission windows are as follows: - CAH: Opens May 1, 2024 – closes November 30, 2024
- EH: Opens May 1, 2024 – closes September 30, 2024
Reports and Dashboard were also updated to reflect the 2024 PI Hardship program reporting requirements. For more information, review the Knowledge Article titled Medicare Promoting Interoperability Program Hardship Exception Application. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.
Affected Customers: CCSQ Services and Operations Support (SOS) Team CCSQ ServiceNow: Targeted Comms Mailer Recipient List Update On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the CCSQ ServiceNow Targeted Comms Mailer so that the recipients list in Targeted Comms will match the list of members in the selected recipient list.
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| 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.
![Hospital Hardship webform showing section One CCN error message for approvals that the CCN has reached the maximum of five lifetime approvals. Hospital Hardship webform showing section One CCN error message for approvals that the CCN has reached the maximum of five lifetime approvals.](/download/attachments/419632427/image-2024-4-25_10-3-54.png?version=1&modificationDate=1714053833978&api=v2)
- 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.
![ospital Hardship webform Section One showing the Confirm Submitter email field the Submitter Email field and the new phone number Extension field. ospital Hardship webform Section One showing the Confirm Submitter email field the Submitter Email field and the new phone number Extension field.](/download/attachments/419632427/image-2024-4-25_10-4-47.png?version=1&modificationDate=1714053886751&api=v2)
- Section Two:
- Extreme and Uncontrollable Circumstances (EUC) reason will be in a drop-down menu.
![The Hospital Hardship webform Section Two highlighting the Extreme and Uncontrollable Circumstances (EUC) reason drop-down menu. The Hospital Hardship webform Section Two highlighting the Extreme and Uncontrollable Circumstances (EUC) reason drop-down menu.](/download/attachments/419632427/image-2024-4-25_10-6-27.png?version=1&modificationDate=1714053987043&api=v2)
- 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.
![The Hospital Hardship webform Section Three highlighting the Captcha verification section, the Submit button, and an error message response explaining the field errors to be addressed by the customer. The Hospital Hardship webform Section Three highlighting the Captcha verification section, the Submit button, and an error message response explaining the field errors to be addressed by the customer.](/download/attachments/419632427/image-2024-4-25_10-7-44.png?version=1&modificationDate=1714054064516&api=v2)
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 webform Application Approved email notification highlighting the Number of hardships approved field to track the CCN approval count. The Hospital Hardship webform Application Approved email notification highlighting the Number of hardships approved field to track the CCN approval count.](/download/attachments/419632427/image-2024-4-25_10-9-34.png?version=1&modificationDate=1714054173931&api=v2)
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 new required dropdown field titled SC HCD Outreach Status will be added to all program Case forms and is highlighted here with the following dropdown values None (Default), Opt-In, and Opt-Out. The new required dropdown field titled SC HCD Outreach Status will be added to all program Case forms and is highlighted here with the following dropdown values None (Default), Opt-In, and Opt-Out.](/download/attachments/419632427/image-2024-4-25_10-11-20.png?version=1&modificationDate=1714054279807&api=v2)
- 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.
![The existing blue status banner under the Contact field now includes the date of the most recent opt-in/opt-out selection as highlighted here.](/download/attachments/419632427/image-2024-4-25_10-12-32.png?version=1&modificationDate=1714054351982&api=v2)
- 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)
![The Opt-in Welcome Email notification highlighting the link for the customer to email a reply to opt-out if needed. The Opt-in Welcome Email notification highlighting the link for the customer to email a reply to opt-out if needed.](/download/attachments/419632427/image-2024-4-25_10-13-28.png?version=1&modificationDate=1714054408491&api=v2)
![The Opt-Out confirmation Email notification highlighting the link for the customer to email a reply to opt-in if needed. The Opt-Out confirmation Email notification highlighting the link for the customer to email a reply to opt-in if needed.](/download/attachments/419632427/image-2024-4-25_10-14-43.png?version=1&modificationDate=1714054482906&api=v2)
- 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:
- None (Default)
- Opt-In
- 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.
![The Case View Agent page highlighting the State field displaying Awaiting info and Awaiting Internal/System Info as the Awaiting Info Reason field.](/download/attachments/419632427/image-2024-4-25_10-16-15.png?version=1&modificationDate=1714054574611&api=v2)
- 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.
![The Case View Agent page highlighting the State field displaying Open. The Case View Agent page highlighting the State field displaying Open.](/download/attachments/419632427/image-2024-4-25_10-17-24.png?version=1&modificationDate=1714054644608&api=v2)
- There will be direct linkage in the Case form ‘Related Records’ tab to show the relationship between the Case and Incident.
![The Case View Agent page highlighting the Incident link in the Case form Related Records tab to show the relationship between the Case and Incident. The Case View Agent page highlighting the Incident link in the Case form Related Records tab to show the relationship between the Case and Incident.](/download/attachments/419632427/image-2024-4-25_10-18-12.png?version=1&modificationDate=1714054692327&api=v2)
- There will be direct linkage in the Incident form ‘Closure Information’ tab to show the relationship between the Incident and Case.
![The Incident form highlighting the Case link in the Closure Information tab to show the relationship between the Incident and Case. The Incident form highlighting the Case link in the Closure Information tab to show the relationship between the Incident and Case.](/download/attachments/419632427/image-2024-4-25_10-18-58.png?version=1&modificationDate=1714054738481&api=v2)
- 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
![The Case Action Status Platform List highlighting the Action status column displaying the Blue Needs attention bullet indicator and Red Blocked Internally bullet indicator. Also, the Case Action Status Workspace List highlighting the Action status column displaying the Blue highlighted Needs attention indicator and Red highlighted Blocked Internally indicator. The Case Action Status Platform List highlighting the Action status column displaying the Blue Needs attention bullet indicator and Red Blocked Internally bullet indicator. Also, the Case Action Status Workspace List highlighting the Action status column displaying the Blue highlighted Needs attention indicator and Red highlighted Blocked Internally indicator.](/download/attachments/419632427/image-2024-4-25_10-21-2.png?version=1&modificationDate=1714054862480&api=v2)
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). ![The Case form highlighting the comments that also appear on the related Incident form. The Case form highlighting the comments that also appear on the related Incident form.](/download/attachments/419632427/image-2024-4-25_10-22-17.png?version=1&modificationDate=1714054936961&api=v2)
![The Incident form highlighting the comments that also appear on the related Case form. The Incident form highlighting the comments that also appear on the related Case form.](/download/attachments/419632427/image-2024-4-25_10-22-54.png?version=1&modificationDate=1714054973762&api=v2)
- 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.
![The ServiceNow INC Customer Visible Notes field in JIRA is highlighted. The ServiceNow INC Customer Visible Notes field in JIRA is highlighted.](/download/attachments/419632427/image-2024-4-25_10-23-48.png?version=1&modificationDate=1714055028397&api=v2)
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. If you need additional information:
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 iQIES Idea Portal home page highlighting the AI search bar and the results from the search. The iQIES Idea Portal home page highlighting the AI search bar and the results from the search.](/download/attachments/419632427/image-2024-4-25_10-25-23.png?version=1&modificationDate=1714055123376&api=v2)
- 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.
![The results page highlighting filters, results, and an additional AI Search bar at the top for refining your searches. The term that was searched will be highlighted yellow. The results page highlighting filters, results, and an additional AI Search bar at the top for refining your searches. The term that was searched will be highlighted yellow.](/download/attachments/419632427/image-2024-4-25_10-26-22.png?version=1&modificationDate=1714055182051&api=v2)
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.
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.
![The ESS landing page highlighting the 2 new AI Search bars are in the middle and top of the page to search for anything related to catalog requests or knowledge articles. The ESS landing page highlighting the 2 new AI Search bars are in the middle and top of the page to search for anything related to catalog requests or knowledge articles.](/download/attachments/419632427/image-2024-4-25_10-28-8.png?version=1&modificationDate=1714055289142&api=v2)
- 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.
![The results page highlighting additional AI Search bars, updated filters, and results. The search bars are located at the top and top right of the page. The term that was searched will be highlighted yellow. The filters for Catalogs and Knowledge Base (KB) Category are highlighted and will also have an AI Search bar. The results page highlighting additional AI Search bars, updated filters, and results. The search bars are located at the top and top right of the page. The term that was searched will be highlighted yellow. The filters for Catalogs and Knowledge Base (KB) Category are highlighted and will also have an AI Search bar.](/download/attachments/419632427/image-2024-4-25_10-29-8.png?version=1&modificationDate=1714055348325&api=v2)
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.
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.
![The Quality Question and Answer Tool Home page highlighting the new AI Search bar is in the middle of page. The Quality Question and Answer Tool Home page highlighting the new AI Search bar is in the middle of page.](/download/attachments/419632427/image-2024-4-25_10-30-35.png?version=1&modificationDate=1714055435231&api=v2)
- 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.
![The article results page highlighting the AI Search bars that appear twice on that page on top and to the top right. The article results page highlighting the AI Search bars that appear twice on that page on top and to the top right.](/download/attachments/419632427/image-2024-4-25_10-31-41.png?version=1&modificationDate=1714055501549&api=v2)
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.
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.
![ServiceNow platform page highlighting search results displayed in the tabbed AI Search results interface. ServiceNow platform page highlighting search results displayed in the tabbed AI Search results interface.](/download/attachments/419632427/image-2024-4-25_10-32-55.png?version=1&modificationDate=1714055575051&api=v2)
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.
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.
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| 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. ![The Associated Application List with Case highlighted in the drop-down list. The Case Program Area drop-down with ES selected in the list. The Associated Application List with Case highlighted in the drop-down list. The Case Program Area drop-down with ES selected in the list.](/download/attachments/419632427/image-2024-4-11_12-32-29-1.png?version=1&modificationDate=1712853142893&api=v2)
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. ![CCSQ Support Central Track a Ticket list page with long subject line highlighted to show entire subject listed and the View Ticket Activity and Close Ticket buttons display entirely under the More Info column. CCSQ Support Central Track a Ticket list page with long subject line highlighted to show entire subject listed and the View Ticket Activity and Close Ticket buttons display entirely under the More Info column.](/download/attachments/419632427/image-2024-4-11_12-33-30-1.png?version=1&modificationDate=1712853204774&api=v2)
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| 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.’
![CCSQ Support Central home page top navigation tabs. The Request Support dropdown is highlighted displaying Create a New Ticket and Track an Existing Ticket in the dropdown menu. CCSQ Support Central home page top navigation tabs. The Request Support dropdown is highlighted displaying Create a New Ticket and Track an Existing Ticket in the dropdown menu.](/download/attachments/419632427/image-2024-3-28_15-40-5-1.png?version=1&modificationDate=1711654805826&api=v2)
- The ‘Resources’ dropdown will be added and include ‘About Us’ and ‘Guided Tour.’
![CCSQ Support Central home page top navigation tabs. The Resources dropdown is highlighted displaying About Us and Guided Tour in the dropdown menu. CCSQ Support Central home page top navigation tabs. The Resources dropdown is highlighted displaying About Us and Guided Tour in the dropdown menu.](/download/attachments/419632427/image-2024-3-28_15-41-4-1.png?version=1&modificationDate=1711654864756&api=v2)
- 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.
![CCSQ Support Central home page top navigation tabs. The Idea Portal dropdown is highlighted displaying iQIES Idea Portal in the dropdown menu. CCSQ Support Central home page top navigation tabs. The Idea Portal dropdown is highlighted displaying iQIES Idea Portal in the dropdown menu.](/download/attachments/419632427/image-2024-3-28_15-41-44-1.png?version=1&modificationDate=1711654904104&api=v2)
![The Idea Portal login pop-up prompting them to enter their information to log into the Idea Portal selected. The Idea Portal login pop-up prompting them to enter their information to log into the Idea Portal selected.](/download/attachments/419632427/image-2024-3-28_15-42-16-1.png?version=1&modificationDate=1711654936456&api=v2)
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. ![CCSQ Support Central page highlighting an virtual chat with the new prompt to the customer providing a link redirecting them to the HARP Self-Service Portal. CCSQ Support Central page highlighting an virtual chat with the new prompt to the customer providing a link redirecting them to the HARP Self-Service Portal.](/download/attachments/419632427/image-2024-3-28_15-44-9-1.png?version=1&modificationDate=1711655049831&api=v2)
HARP Self-Service Portal ![The HARP self-service portal Account recovery menu. The HARP self-service portal Account recovery menu.](/download/attachments/419632427/image-2024-3-28_15-45-1-1.png?version=1&modificationDate=1711655101062&api=v2)
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 Jira State | ServiceNow Idea State |
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N/A | Draft | N/A | Submitted | N/A | Need More Information | N/A | Under Review | Backlog | In backlog | Funnel | Planned | Implementing | In Development | Done | Completed | Abandoned | Unlikely to implement | Abandoned | Duplicate | Abandoned | Already Exist | Production Ready | Completed | Deployed to Prod | Completed | Deployed | Completed | PI Ready | Planned | Feature Definition | Planned | Feature Refinement | Planned | Feature Deep Dive | Planned | Blocked | Need More Information |
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. ![Banner message reminder to add at least one email address when Email sending enabled is checked for outbound email configuration. Reads, Email address can't be empty when outbound email is enabled. Banner message reminder to add at least one email address when Email sending enabled is checked for outbound email configuration. Reads, Email address can't be empty when outbound email is enabled.](/download/attachments/419632427/image-2024-3-28_15-50-0-1.png?version=1&modificationDate=1711655400617&api=v2)
![Banner message reminder to add at least one email address when Email sending enabled is checked. Reads, Add at least one Email address to allow the outbound email. Banner message reminder to add at least one email address when Email sending enabled is checked. Reads, Add at least one Email address to allow the outbound email.](/download/attachments/419632427/image-2024-3-28_15-51-27-1.png?version=1&modificationDate=1711655487569&api=v2)
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.’
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| 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.’
![The My Stuff page displaying open requests for all ticket types. Examples of each ticket display. Case (CS), Change Request (CHG), Incident (INC), Security Incident (SECINC), and Requested Item (RITM) The My Stuff page displaying open requests for all ticket types. Examples of each ticket display. Case (CS), Change Request (CHG), Incident (INC), Security Incident (SECINC), and Requested Item (RITM)](/download/attachments/419632427/my%20requests.png?version=1&modificationDate=1710448025636&api=v2)
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.
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.’ 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 track a ticket page showing the View Ticket Activity and Close Ticket buttons only partially displayed the track a ticket page showing the View Ticket Activity and Close Ticket buttons only partially displayed](/download/attachments/419632427/SNOW-9804%20CCSQ%20Track%20a%20Ticket%20buttons.png?version=1&modificationDate=1710448345421&api=v2)
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| 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:
![The Ticket Information page in CCSQ Support Central highlighting the Filter by Status drop-down list. The Ticket Information page in CCSQ Support Central highlighting the Filter by Status drop-down list.](/download/attachments/419632427/Filter%20by%20status.png?version=1&modificationDate=1708099717958&api=v2)
- 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)
![The Ticket Information page in CCSQ Support Central highlighting the Sort By drop-down list. The Ticket Information page in CCSQ Support Central highlighting the Sort By drop-down list.](/download/attachments/419632427/Sort%20By%20drop%20down%20SNOW%209300.png?version=1&modificationDate=1708099821649&api=v2)
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 is highlighted in the ServiceNow Group record. The Description field is highlighted in the ServiceNow Group record.](/download/attachments/419632427/Group%20Description%20in%20SN.jpg?version=1&modificationDate=1708100045933&api=v2)
- 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 required field alert displays at the top of the page indicating which fields are incomplete. The required field alert displays at the top of the page indicating which fields are incomplete.](/download/attachments/419632427/field%20error.png?version=1&modificationDate=1708100833249&api=v2)
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. ![Email notification to ServiceNow Knowledge Manager notifying of a deactivated Knowledge Base. Email notification to ServiceNow Knowledge Manager notifying of a deactivated Knowledge Base.](/download/attachments/419632427/KB%20notification.png?version=1&modificationDate=1708101216970&api=v2)
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.
![The Your Phone Number and Surveyor ID Number fields highlighted on the CMS QSEP Help Center form. The Your Phone Number and Surveyor ID Number fields highlighted on the CMS QSEP Help Center form.](/download/attachments/419632427/QSEP%20Phone%20%23.png?version=1&modificationDate=1708102232177&api=v2)
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. ![A Harp created User record highlighting that there are no contact related roles in the User Record. A Harp created User record highlighting that there are no contact related roles in the User Record.](/download/attachments/419632427/User%20record%20SNOW%209328.png?version=2&modificationDate=1708102651784&api=v2)
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)
![CMS Disparity Method Contact Types drop down selections are highlighted. CMS Disparity Method Contact Types drop down selections are highlighted.](/download/attachments/419632427/contact%20type.png?version=1&modificationDate=1708102787777&api=v2) - 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.
![CMS Disparity Method Country drop down selections are highlighted. CMS Disparity Method Country drop down selections are highlighted.](/download/attachments/419632427/country.png?version=1&modificationDate=1708103130130&api=v2)
- 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.
![The new topics and subtopic drop down selections are highlighted. The new topics and subtopic drop down selections are highlighted.](/download/attachments/419632427/new%20topics.png?version=1&modificationDate=1708103127374&api=v2)
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.’
![Patient Engagement Experience of Care Measure topic highlighting the name change to topic Safety and Healthcare-Associated Infection Measures. Patient Engagement Experience of Care Measure topic highlighting the name change to topic Safety and Healthcare-Associated Infection Measures.](/download/attachments/419632427/safety.png?version=1&modificationDate=1708103123651&api=v2)
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.
![New Relic Offboarding Request is highlighted in the related Requested Item ticket (RITM) in the Catalog Task tab under the Short description column and ADO-ESS-DevSecOps Support is shown as the Assignment group. New Relic Offboarding Request is highlighted in the related Requested Item ticket (RITM) in the Catalog Task tab under the Short description column and ADO-ESS-DevSecOps Support is shown as the Assignment group.](/download/attachments/419632427/relic.png?version=1&modificationDate=1708103345527&api=v2)
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.
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| The following enhancements will be completed during this iteration: Affected Customers: CCSQ ServiceNowOnboarding Team Service Catalog Onboarding Form Changes On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the updates below to the Service Catalog Onboarding form: - Correct hyphenated use of Onboarding at the form level from ‘On-boarding’ to ‘Onboarding’
- The following will be removed:
- The sentence, “Contact your On-boarding Project Manager with questions about the On-Boarding process.”
- Site Location questions
- Contracting Officer field
- Onboarding Project Manager field
- Shipping Address fields
- Billing Information fields including zip code field
- Contractor Project Manager Information fields including job title field
- The following fields will be added and/or changed:
- Added under the Task Order Number field
- Field Label: DUA Number
- Field Type: Optional – Open text
- Added under the DUA Number field
- Field Label: DUA Expiration Date
- Field Type: Optional – calendar select
- Contractor Shipping POC Name changes from ‘Contractor Shipping POC Name’ to ‘Contractor POC Name’
- Contractor Shipping POC Email changes from ‘Contractor Shipping POC Email’ to ‘Contractor POC Email’
Affected Customers: CCSQ ServiceNow Internal Customers IT Service Catalog: Requested Item (RITM) Closed Update On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update for any IT Services Catalog item (RITM), when the ‘State’ field is ‘Closed Complete’ or ‘Closed Incomplete,’ the ‘Variables’ tab in the RITM will be locked down. The RITM will be read-only and cannot be edited. This will ensure the data being submitted is consistent. ![The IT Services Catalog item (RITM) screen highlighting the State field drop-down list with Closed Incomplete selected. The IT Services Catalog item (RITM) screen highlighting the State field drop-down list with Closed Incomplete selected.](/download/attachments/419632427/image-2024-2-2_12-9-50-1.png?version=1&modificationDate=1706893790974&api=v2)
![The Variables tab in the RITM showing as locked down and cannot be edited. The Variables tab in the RITM showing as locked down and cannot be edited.](/download/attachments/419632427/image-2024-2-2_12-10-52-1.png?version=1&modificationDate=1706893852233&api=v2)
Affected Customers: CCSQ Support Central, iQIES/QIES/ASPEN, CCSQ ServiceNow Platform and Portal Customers iQIES Idea Portal Enhancements On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update the Customer and Idea Manager experience on the iQIES Idea Portal. Enhancements to the iQIES Idea Portal include: - The ‘Introductory Statement’ for the Idea Portal will be updated to:
"Welcome to the iQIES Idea Portal! To get started, click the Create an Idea button below. Once you submit your idea, it will be reviewed by the iQIES team to determine next steps. Be sure to vote on ideas you find most significant to help CMS understand consumer feedback. To keep track of your own ideas, click the My Ideas tab. To view all idea submissions, click the All Ideas tab. Subscribe to an idea to receive a weekly update on the status of the idea. If you need assistance or want to learn more, please refer to the iQIES Ideal Portal User Manual." - A mandatory field message alert on the ‘Create an idea’ page will notify customers when required fields are not completed.
- When there are incomplete mandatory fields, upon clicking the ‘Create Idea’ 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 ‘Create Idea’ button is clicked again without completing the mandatory field(s).
![The mandatory field message alert on the Create an Idea page is highlighted to notify customers when required fields are not completed. The mandatory field message alert on the Create an Idea page is highlighted to notify customers when required fields are not completed.](/download/attachments/419632427/image-2024-2-2_12-11-26-1.png?version=1&modificationDate=1706893886635&api=v2) - On the ‘Create an Idea’ page, a new mandatory text field under ‘Other’ will be added for the customer to enter their role.
![The Create an Idea page highlighting the new mandatory text field under Other for the customer to type their role. The Create an Idea page highlighting the new mandatory text field under Other for the customer to type their role.](/download/attachments/419632427/image-2024-2-2_12-27-34-1.png?version=1&modificationDate=1706894854537&api=v2)
- All Ideas List View Updates
- A ‘Comment’ button is added under the ‘Subscribe’ button.
- The ‘Comment Count’ under ‘Categories’ will display how many comments are on each idea.
![The All Ideas List View. A new Comment button is highlighted under the Subscribe button. The Comment Count under Categories highlights how many comments are on each idea. The All Ideas List View. A new Comment button is highlighted under the Subscribe button. The Comment Count under Categories highlights how many comments are on each idea.](/download/attachments/419632427/image-2024-2-2_12-30-35-1.png?version=1&modificationDate=1706895035370&api=v2)
- Idea ‘Sort by’ drop down updates include:
- The ‘Created’ option will be updated to ‘Created Date.’
- An option for viewing the ideas that the Customer subscribed to called ‘My Subscriptions’ will be added as a dropdown selection.
![The All Ideas List view page shows the Sort by drop down highlighted to show the Created option is now Created Date and an option called My Subscriptions was added as a dropdown selection. The All Ideas List view page shows the Sort by drop down highlighted to show the Created option is now Created Date and an option called My Subscriptions was added as a dropdown selection.](/download/attachments/419632427/image-2024-2-2_12-31-19-1.png?version=1&modificationDate=1706895079506&api=v2)
- Navigation Updates
- The ‘Back to Idea Portal Home’ link that was at the bottom right of the page will be changed to a ‘Back to Top‘ arrow.
![The Idea Details screen highlighting the Back to Top arrow link at the bottom right of the page. The Idea Details screen highlighting the Back to Top arrow link at the bottom right of the page.](/download/attachments/419632427/image-2024-2-2_12-32-47-1.png?version=1&modificationDate=1706895167309&api=v2)
- Navigational links will be added to the top of every page to improve navigation around the iQIES Idea Portal.
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- Selections made in the drop-down menus (Status, Category, Sort by) on the Home page will be saved when customers navigate to another page and return to the Home page. When the customer navigates to the Idea Details view, they can easily navigate back to the All Ideas List view using the new navigational links. The selections made in the drop-down menus will persist, so the customer doesn’t have to select them again, creating a better user experience.
- The Idea Submitted email notification will include a new option to unsubscribe: “If you feel you received this message in error or no longer wish to receive updates, click here to be removed from the idea subscription.”
![The Idea Submitted email notification highlighting the option to unsubscribe that states If you feel you received this message in error or no longer wish to receive updates, click here to be removed from this idea subscription. The Idea Submitted email notification highlighting the option to unsubscribe that states If you feel you received this message in error or no longer wish to receive updates, click here to be removed from this idea subscription.](/download/attachments/419632427/image-2024-2-2_12-39-21-1.png?version=1&modificationDate=1706895561614&api=v2)
- iQIES customers who submit ideas will receive email notifications when an iQIES Idea Manager leaves a comment on their idea. Idea submitters will be able to respond to the iQIES Idea Managers by clicking the ‘Provide Additional Info’ button in the email notification. These responses will go to the iQIES Idea Managers and will also be posted as a comment within the idea on the portal.
This update makes it easier for submitters and managers to respond without having to login to the iQIES Idea Portal to share the comment. ![The email notification from the Idea Managers highlighting the Provide Additional Info button in the email notification. The email notification from the Idea Managers highlighting the Provide Additional Info button in the email notification.](/download/attachments/419632427/image-2024-2-2_12-40-5-1.png?version=1&modificationDate=1706895605509&api=v2)
For more information, review the Master Article for iQIES Idea Portal and related Knowledge Articles in CCSQ ServiceNow. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.
Affected Customers: CCSQServiceNow Customers CCSQ ServiceNow: Update reCAPTCHA Challenge Error Message On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update the reCAPTCHA message on the following portal webpages. This update will improve the ServiceNow customer experience by standardizing the reCAPTCHA pop-up message for these portals. - QualityNet Question and Answer Site
- Q&A Ask a Question (new)
- Q&A My Questions - Request a report of your open or closed Questions.
- QSEP Help Center
- iQIES HCD Research Form
- Support Central Track a Ticket
![The reCaptcha Requires Verification pop-up message is highlighted. The reCaptcha Requires Verification pop-up message is highlighted.](/download/attachments/419632427/image-2024-2-2_13-26-52-1.png?version=1&modificationDate=1706898412287&api=v2)
When the customer does not check the “I’m not a robot” checkbox in reCAPTCHA, the customer will receive a standardized reCAPTCHA error message to address the security verification. The customer will click the ‘OK’ button to close the pop-up message. The focus will then be directed to reCAPTCHA box. The customer will click the “I’m not a robot” checkbox, and then click the appropriate ‘Submit’ or ‘Send’ button to proceed with their submission.
Affected Customers: CCSQ ServiceNow Agents, Managers, and SOS Leadership CCSQ ServiceNow Update: Canceled Incidents On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update the Incident form. The ‘Cancel’ button and ‘Canceled’ State selection will no longer be available to CCSQ ServiceNow Agents. This was done to help reduce human error in the workflow. The ‘Cancel’ button at the top right will only be visible to SOS Leadership. ![An Incident page highlighting the Cancel button at the top right of the page. An Incident page highlighting the Cancel button at the top right of the page.](/download/attachments/419632427/image-2024-2-2_13-27-45-1.png?version=1&modificationDate=1706898466168&api=v2)
When a member of SOS Leadership clicks the ‘Cancel’ button, the entire form is read only (everything is grayed out) and the ‘State’ field will indicate ‘Canceled.’ ![An Incident page highlighting the State field displaying Canceled. An Incident page highlighting the State field displaying Canceled.](/download/attachments/419632427/image-2024-2-2_13-28-17-1.png?version=1&modificationDate=1706898497514&api=v2)
The following maintenance tasks will be completed during this iteration: Affected Customers: CCSQ ServiceNow System Team CCSQ ServiceNow: Upgrade Prod to Utah Patch 9 Hot Fix 1 On February 3, 2024, at 6:00 AM ET CCSQ ServiceNow will be updated to include the Utah Patch 9Hot Fix 1 upgrade as scheduled in HIWAVE as a part of the monthly patching program. Skipped list will be manually adjusted as needed. ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities.
Affected Customers: CCSQ ServiceNow Platform and Portal Internal Customers Assignment Group Name Updates On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will rename and retire the following Assignment Groups. Assignment Groups that will be renamed: Old HIDS Assignment Group Name | New Assignment Group Name | HIDS ART Servicenow Devops | ServiceNow ART DevOps | HIDS Knowledge Manager | ServiceNow Knowledge Managers | HIDS Knowledge Manager Publishers | ServiceNow Knowledge Management Publishers | HIDS OPS-SERVICENOW | ServiceNow Operations | HIDS Ops-ServiceNow Approvers | ServiceNow Approvers | HIDS Service Desk Publishers | Service Center Knowledge Publishers | HIDS ServiceNow Trainer Publishers | ServiceNow Trainer Knowledge Publishers | HIDS ServiceNow-Admins | ServiceNow Administrators | Public QA-Ventech | Service Center-Public QA |
Assignment Groups that will be retired: ISG Use Human-Centered Design | HIDS Access Management | ITSM subscribers | HIDS OPS-Active Directory | Password Reset Access | HIDS Service Management Office | Public QA - Lantana Group | HIDS Project Managers-ServiceNow | QNET QA P2 Enhancement Team | HIDS QA | QPP StartNow Implementation Group | HIDS Project Managers-Infrastructure | QPP Testers | HIDS ServiceNow-Business Analysts | Self Service password reset | HIDS Project Managers-ADO | ServiceNow - QPP | HIDS ServiceNow-Project Managers | ServiceNow LACE | HIDS ServiceNow-Scrum Masters | ServiceNow To JIRA Integration | Hospital Hardship Application | The Team Formerly Known as Echo Team A | CSM User |
Service Center Assignment Groups that will be renamed: Old HIDS Assignment Group Name | New Assignment Group Name | HIDS CTI Agents | Service Center CTI Agents | HIDS Performance Analytics Admins | Service Center Performance Analytics Admins | HIDS Service Desk LMS Admin Publishers | Service Center Service Desk LMS Admin Publishers | HIDS Workflow Management | Service Center Workflow Management |
Service Center Assignment Groups that will be retired: HIDS Ventech Managers | HIDS Project Managers-ServiceDesk | Platcore Authors/Publishers | QPP Approval Group-New User Requests | Case-SLA Notification Group | Service Management Office (SMO) |
Affected Customers: CCSQ ServiceNow iQIES Customers iQIES Case Form Update: ‘Participation Options’ Field Drop-down List in Alphabetical Order On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update the iQIES Case Form drop-down list for the ‘Participation Options’ field to be listed in alphabetical order. ![A screenshot of the iQIES Case Form highlighting the Participation Options drop-down list in alphabetical order. A screenshot of the iQIES Case Form highlighting the Participation Options drop-down list in alphabetical order.](/download/attachments/419632427/image-2024-2-2_13-46-39-1.png?version=1&modificationDate=1706899599151&api=v2)
Affected Customers: ServiceNow ART Team Platform Banner Announcements Update On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update the CCSQ ServiceNow Platform banner configuration so the link will appear on the right side of the banner. ![An example of a CCSQ ServiceNow Platform banner configuration showing the link on the right side of the banner. An example of a CCSQ ServiceNow Platform banner configuration showing the link on the right side of the banner.](/download/attachments/419632427/image-2024-2-2_13-30-5-1.png?version=1&modificationDate=1706898605284&api=v2)
Whenever clones are scheduled to any lower environment, automated banners will be populated using the new Next UI out-of-the-box banner process. For more information on the process, review the following checklists:
Affected Customers: CCSQ Support Central Customers CCSQ Support Central Update: Mobile Device Text On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will remove the overlapping text that appears in CCSQ Support Central when customers use a mobile device. ![The mobile version of the CCSQ Support Central home page showing that there is no overlapping text. The mobile version of the CCSQ Support Central home page showing that there is no overlapping text.](/download/attachments/419632427/image-2024-2-2_13-30-53-1.png?version=1&modificationDate=1706898653773&api=v2)
Affected Customers: CCSQ ServiceNow Support Central Customers CCSQ ServiceNow Support Central: ‘About Us’ Page Update On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update any heading, tab, or reference to the ‘About’ page in Support Central to be retitled ‘About Us.’ This will provide consistency in wording throughout CCSQ Support Central navigation tabs and individual page names to improve the overall customer experience. The ‘About Us’ page provides information about the mission of CCSQ Service Center and the type of customers and questions/issues that are supported. The more the customer is aware of the relevance of the CCSQ Support Central website to the CCSQ Service Center, the more they will utilize its functions to submit and retrieve information.
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