Page History

The following enhancements will be completed during this iteration:

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

CCSQ ServiceNow Employee Self-Service Portal (ESS): Password Reset Update

On July 3, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the password reset process for the ESS Portal. The new password reset process will improve the Customer experience when resetting their password and seeing the error handling messages. 

The improvements include:

• The Customer will see all password requirements when entering their new password and immediately knows when each criteria item (green text) is fulfilled by the new password.
• Passwords must have a minimum length of fourteen fifteen (15) characters and include all of the following four types of characters:
• Uppercase letters
• Lowercase letters
• Numbers
• Symbols

                Image Removed Image Added

• Email verification will be added as part of the password reset workflow.
• A note will be added to the Password Reset tool to inform the Customer that they cannot change their password within 24 hours of the last password change.

 For more information, review the Knowledge Article titled, AD Password Reset, after the update is completed on July 3, 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 Agents

Agent Workspace Updates

On July 3, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the CMS Certification Number (CCN) number to be viewable in ‘Account Reference’ popup and make ‘City’, ‘State,’ ‘Zip’ and ‘TIN’ fields no longer a searchable column in Agent Workspace. This update will grant Service Center Agents the ability to search by CCN numbers when selecting accounts in Agent Workspace. This will also be available in CSM Configurable Workspace once migrated.

Affected Customers: IT Services Catalog Customers

IT Services Catalog: Cloud Category – ‘AWS Access Request Form’ Update

On July 3, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the notification email that is sent out, after a ‘AWS Access Request Form’ is submitted. Currently, the notification emails, ‘Select the AWS Account you are requesting access to’ field is being populated with the ‘value’ of what is selected, not the ‘label’. This fix will show the ‘label’ to the customers that receive the email, which will reduce confusion.

The following maintenance tasks will be completed during this iteration:

Affected Customers: IT Service Catalog Customers

CCSQ ServiceNow Service Catalog Updates: Decommission Sub-Categories and Catalog Items

On June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will decommission the following Service Catalog Sub-Categories and Catalog Items:

• Cloud Sub-Categories:
  • AWS Database
  • AWS Management, Monitoring, and Governance
• Procurement Category and Sub-Category:
  • Non-Standard Purchase Request
• Cloud Catalog Items:
  • Amazon Redshift
  • AWS Tag
  • Cloud Documentation
  • CloudWatch
  • Elastic Load Balancer (ELB)
  • General Database Support
  • Multi-Tenant Environment
  • New Cloud Feature/Service
  • Relational Database Service (RDS Request)
  • Security Group
• Data and Database Services Catalog Item:
  • QIES Management
• Procurement Catalog Items:
  • Modify Cost Center Record
  • Non-Standard Purchase Request
  • Transfer Assets
  • Verify Software Allocation
• SecDevOps Catalog Items:
  • Ansible Tower Onboarding Request

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central - Track a Ticket Word Wrapping Update

On June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement a fix to ‘Track a Ticket’ for tickets that have multiple lines of text and are not wrapping as expected and are wrapping to the next line in the middle of a word.

The following areas/fields will be corrected:

• Close Notes from Agent
• Comments from Agent
• Comments on track a ticket screen from end user
• Multiple ticket
• Reason for Contacting Us
• Single ticket
• Subject
• User comments when selecting "Close Ticket"

The following areas/fields will be corrected:

• Close Notes from Agent
• Comments from Agent
• Comments on track a ticket screen from end user
• Multiple ticket
• Reason for Contacting Us
• Single ticket
• Subject
• User comments when selecting "Close Ticket"

Affected Customers: IT Service Catalog Customers

CCSQ ServiceNow Service Catalog - AWS Access Request Form URL Update

On June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the URL on AWS Access Request form in Cloud ServiceNow Catalog. The updated URL will link to ‘QNet_HCT Requesting Access to QNET Cloud.’

Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow Service Catalog Updates: Decommission Catalog Items and Record Producers

On June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will decommission the following Catalog Items and Record Producers:

Catalog Items:

• Ad Hoc-2 Data Transfer Request
• Extreme and Uncontrollable Circumstances Application
• Other Cloud Services
• Request for Approval of Outside Activity
• Submit QSEP Support Ticket

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central – Sort Filter Fix on Ticket Information Screen

On June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the ‘Sort Filter’ on the Ticket Information Screen to sort the following options correctly:

• Alphabetical Progression
• Date Created
• Last Updated

This update will ensure that customers are receiving accurate information when selecting the ‘Sort Filter.’

Affected Customers: CCSQ ServiceNow Administrators and Security Team

Deactivate Menu Option for Instance Security Center

On June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will deactivate the menu option for Instance Security Center [sn_isc_core, sn_isc_nlu, sn_isc_va].

 Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow Instance Cloning Process Update

On June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will update and optimize the post-clone process when CCSQ ServiceNow Production is cloned to the Sub-Production environments. The default password process for logging in to the sub-production instances post-clone will be modified and strengthened:

Affected Customers: CCSQ ServiceNow Agents

Agent Workspace Update: QPP Cases

On June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update in Agent Workspace. When an agent tries to change the assignment group of a QPP case, additional fields will populate beneath the assignment group field. The fields include:

• ‘Reason for reassignment’
• ‘Outstanding Questions’
• ‘Knowledge Article to Cite’
• ‘What Research has been done?’

The fields were not populating for agents and this update will provide the correct populated fields for agents when selecting their assignment group as ‘CCSQ Services and Operations Support.’

Affected Customers: 1135 Agents and Group Managers

CCSQ ServiceNow: 1135 Waiver Form 508 Updates

On June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to address 508 defects on the 1135 Waiver Form:

• Org Categories ‘Other’ Field

• • When a customer selects ‘Other and focus autofocus goes to the required edit field, it is not possible to tab out of it and move on in the form. This update will allow the customer to tab out of the ‘Other’ field.

• Org Categories Keyboard Commands
  • When the customer uses the keyboard to navigate, the expected keyboard pattern was incorrectly moving through the tabs. This update will address the keyboard patterns to the following:
    • Disabling the Tab key from working inside the tablist
    • Enabling the right and left arrow keys to move between tabs
    • Disabling the right and left arrow keys from working inside the tabpanels
    • Force the focus order of the checkboxes to go down the left column and then move to the right column

• ‘Waiver/Flexibility Request Type (required)’ field
• When the customer is on the ‘Waiver/Flexibility Request Type (required)’ field, the screen reader reads ‘Lookup using list.’ The update will now read as the correct field titled, ‘Waiver/Flexibility Request Type (required).’

The following enhancements will be completed during this iteration:

Affected Customers: QSEP Portal Customers

CCSQ ServiceNow: QSEP Portal Enhancements

On May 23, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the following enhancements to the QSEP Portal:

The QSEP Portal ‘Topic Fields’ will be updated with the following subcategories:

• Account Management:
  • Identity Proofing
  • Password Reset/Unlock
  • Profile Information
  • Provider Account
  • Role Removal
  • Role Request
• Programmatic:
  • Certificate
  • Reports
  • Site Navigation
  • Test/Evaluation
  • Training Content
  • Training Plan
  • Transcript
• Technical Support:
  • Audio/Visual
  • Browser Plugins
  • Page Errors
  • Other

The QSEP Catalog Items will be updated with the following:

• The QSEP Catalog Item banner will alert customers that the ‘New Category Field’ has been added. This will appear when ‘Issue Type’ is selected:

• The following ‘Watchlist’ functionality will be implemented:

• Customers will not be able to enter duplicate email address or exceed ten email addresses in the field:

QSEP Catalog Item: Phone Number Extension, Issue Type, Topic field updates:

• ‘Phone Number Extension’ field
• ‘Issue Type’ field dropdown:
• Account Management
• Programmatic
• Technical Support
• The dropdown values for ‘Issue Type’ and ‘Category’ are in alphabetical order

The following ‘Watchlist Notifications’ will be updated to include:

• Customers will receive email notifications when added to the watchlist to a QSEP case and continue to receive notifications throughout the life cycle of the QSEP case. They also have the option to remove their email from the watchlist via email notification.
• ‘Ticket Opened’

• ‘Ticket Reopened’

• ‘Additional Information Requested’

• ‘Added as a Watchlist Recipient’

• ‘Case Resolved – Watchlist Recipient’

These enhancements aim to improve the QSEP Customer Portal and Agent Platform experiences for the QSEP case lifecycle including transparency of QSEP cases to watchlist recipients.

For more information, review the Knowledge Article titled, Create a New QSEP - Quality, Safety and Education Portal Case Form - Service Portal and  Submit QSEP Help Center Portal Support Ticket from Portal to Catalog Item after the update is completed on May 23, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

Affected Customers: 1135 Waiver Submitters and 1135 Waiver Administrators

CCSQ ServiceNow: 1135 Assignment Group Updates

On May 23, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the CCSQ ServiceNow 1135 Child Group Membership Roles so that when Group Members are added/removed, the 1135 Child Group roles will align with ServiceNow best practices.

Affected Customers: Knowledge Base Managers

Knowledge Article Base Rule Update

On May 23, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the Knowledge Base view count. The Knowledge base rule for removing Knowledge Article view counts every six months will now increase to one year.

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Call Scheduling Enhancements

On May 23, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement updates to CCSQ Support Central.

These updates will improve the Customer Experience when utilizing the ‘Schedule a Call’ functionality in CCSQ Support Central by implementing the ability to modify and or cancel existing appointments as well as schedule same day appointments.

‘Schedule a Call’ enhancements include:

• CCSQ Support Central Home Page Updates

• • A new option for the customer to navigate to the 'Call Scheduling Options' page will be added under Request Support.

• Webform Updates to the ‘Schedule a Call’ Page

• • A ‘Same-Day’ callback option will be added underneath the ‘Appointment Date’ field.

• • An error message will display when the customer tries to schedule a call and an error has occurred. This error occurs when the customer tries to schedule more than one appointment.

• • A ‘Phone Extension’ field will be added to the ‘Schedule a Call’ page.

• • The ‘Reason for Contacting Us’ field will provide details/examples for each selection to clarify what category to select based on the customer’s specific request.
  • The Captcha on the 'Schedule A Call' page will include error messaging when the Customer attempts to click the ‘Submit’ button without all required fields completed.

• • The Customer will be able to update or cancel the call after scheduling using the 'Modify an Appointment' option as a tab on the ‘Call Scheduling Options’ page.
  • The Customer will be able to select an ‘Action’ to Modify or Cancel their appointment.

• • The Customer will then be able to ‘Select a Time’ to change appointment day and/or time.

• • Once the Customer books their appointment, they will see a ‘Booking Success’ message on the page.

• Email Notification Updates
• An initial email notification will be sent upon scheduling a call.

• • A reminder email for the appointment will be sent to the Customer 1 hour in advance of the scheduled call.

• • An email notification will be sent upon rescheduling a call.

• • If the call scheduling appointment is cancelled, the customer will receive an email confirmation.

For more information, review the Knowledge Article titled Call Scheduling Enhancements after the update is completed on May 23, 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 Portal Customers

CCSQ ServiceNow Portal Updates: Session Timeout

On May 23, 2024, at 8:30 PM ET, CCSQ ServiceNow will provide customers a new Session Timeout warning to the following Portals:

• CCSQ Support Central
• 1135 Waiver / Flexibility Request and Inquiry Form
• Hospital Hardship Application
• Q&A Portal
• iQIES HCD Research Form
• QSEP Help Center

Session Inactivity Notice

• The customer will be notified once their session has reached 25 minutes at which point they will have five minutes to extend the session or end it.
• If the customer clicks 'Continue Session' or ‘X', their session will reset to 30 minutes and they will remain on the page.

Session Timeout

• If the customer allows the timer to reach zero, a Session Timeout message will display informing them that their data on the form was not retained.
• When the customer clicks the 'X', they will be redirected to the home page of the portal they are on, and their data will not be saved.

This update will improve Customer experience when using CCSQ ServiceNow Portals to provide full transparency to Customers on when their current session will time out.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Agentsand ADO Managers

SLA Incident Reporting Update

On May 13, 2024, at 8:30 PM ET, CCSQ ServiceNow fixed an issue with SLA reporting. When an Incident is assigned, and the ‘Assigned To’ person leaves a comment, the SLA is updated. However, when the "SYSTEM" leaves a comment, it is not updated. This fix will resolve the reporting for ADOs that use Jira integration with ServiceNow.

________________________________________________________

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Track a Ticket Security Code Update

On May 23, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the CCSQ Support Central Track a Ticket Security Code functionality. Customers will be able to copy and paste the required Security Code they receive via email into the Verify Code pop-up. Customers will no longer receive a system error message.

___________________________________________________________________________

Affected Customers: IT Service Catalog Customers

Decommission Service Catalog Category, Sub-Category and Catalog Items

On May 23, 2024, at 8:30 PM ET, CCSQ ServiceNow will provide the following updates to the ESS Portal:

• The following categories are being decommissioned:

• Desktop Services
• Design

• The following category items are being decommissioned:
• Under the Change Request Category (this category remains active)
• Parent Application
• Child Application
• Standard
• Freeze Schedule Request
• Under the Network Services Category (this category remains active)
• Connectivity Issues
• Under the Data and Database Services Category (this category remains active)
• Remedy Historical Data Request
• Under the Cloud Category (this category remains active)
• AWS Analytics

NOTE: Amazon Redshift still resides under the Sub-Category: AWS Database.

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

• 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

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.

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%.