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| 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 fifteen (15) characters and include all of the following four types of characters:
- Uppercase letters
- Lowercase letters
- Numbers
- Symbols
![](/download/attachments/419632427/image%20%283%29.png?version=1&modificationDate=1720034737998&api=v2) - 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. ![](/download/attachments/419632427/AWS%20Access%20Request%20Form.png?version=1&modificationDate=1720025388663&api=v2)
![](/download/attachments/419632427/Request%20on%20your%20behalf.png?version=1&modificationDate=1720025429246&api=v2)
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| 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:
- 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"
![An example ticket displaying the text wrapping issue in the subject of the ticket. An example ticket displaying the text wrapping issue in the subject of the ticket.](/download/attachments/419632427/image-2024-6-20_13-49-53-1.png?version=1&modificationDate=1718905655799&api=v2)
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.’ ![Under the table on the AWS Access Request Form, the URL in the sentence, For more information on the HCQIS Cloud Access Levels, please visit the following Confluence page. Under the table on the AWS Access Request Form, the URL in the sentence, For more information on the HCQIS Cloud Access Levels, please visit the following Confluence page.](/download/attachments/419632427/image-2024-6-20_13-52-9-1.png?version=1&modificationDate=1718905791028&api=v2)
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: ![The New Password Generated notifcation that displays the updated and strengthened temporary password. The New Password Generated notifcation that displays the updated and strengthened temporary password.](/download/attachments/419632427/image-2024-6-20_13-54-50-1.png?version=1&modificationDate=1718905952914&api=v2)
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.
![Example displaying the Other tab checked and the text field open. Example displaying the Other tab checked and the text field open.](/download/attachments/419632427/image-2024-6-20_13-56-19-1.png?version=1&modificationDate=1718906041636&api=v2)
- 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
![The Organization Categories tabbed to the Other category with the open selections. The Organization Categories tabbed to the Other category with the open selections.](/download/attachments/419632427/image-2024-6-20_13-56-51-1.png?version=1&modificationDate=1718906073512&api=v2)
- ‘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).’
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| 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 new field category is displayed above the CMS QSEP Help Center page. The new field category is displayed above the CMS QSEP Help Center page.](/download/attachments/419632427/image-2024-5-23_11-45-56-1.png?version=1&modificationDate=1716479093426&api=v2)
- The following ‘Watchlist’ functionality will be implemented:
![When submitting a QSEP Support Ticket, customers now have the option to add others to the Watchlist. When submitting a QSEP Support Ticket, customers now have the option to add others to the Watchlist.](/download/attachments/419632427/image-2024-5-23_11-46-49-1.png?version=1&modificationDate=1716479146170&api=v2)
- Customers will not be able to enter duplicate email address or exceed ten email addresses in the field:
![The system will automatically warn customers that there are duplicated email addresses and that you have already added an email address to the watchlist. The system will automatically warn customers that there are duplicated email addresses and that you have already added an email address to the watchlist.](/download/attachments/419632427/image-2024-5-23_11-47-6-1.png?version=1&modificationDate=1716479163647&api=v2)
![The system will automatically warn customers that you cannot exceed 10 email addresses. If customers need more than 10 email addresses added to the watchlist, you can reach out to the QSEP Help desk for assistance. The system will automatically warn customers that you cannot exceed 10 email addresses. If customers need more than 10 email addresses added to the watchlist, you can reach out to the QSEP Help desk for assistance.](/download/attachments/419632427/image-2024-5-23_11-47-19-1.png?version=1&modificationDate=1716479176735&api=v2)
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’
![The Ticket Opened notification from the QSEP Help desk includes the ticket reference number, ticket status and subject. The Ticket Opened notification from the QSEP Help desk includes the ticket reference number, ticket status and subject.](/download/attachments/419632427/image-2024-5-23_11-47-52-1.png?version=1&modificationDate=1716479209155&api=v2)
![The Ticket Reopened notification from the QSEP Help desk includes the ticket reference number, ticket status and subject. The Ticket Reopened notification from the QSEP Help desk includes the ticket reference number, ticket status and subject.](/download/attachments/419632427/image-2024-5-23_11-48-5-1.png?version=1&modificationDate=1716479222944&api=v2)
- ‘Additional Information Requested’
![The Additional Information Requested notification from the QSEP Help desk includes the ticket reference number, ticket status and subject. The Additional Information Requested notification from the QSEP Help desk includes the ticket reference number, ticket status and subject.](/download/attachments/419632427/image-2024-5-23_11-48-23-1.png?version=1&modificationDate=1716479240487&api=v2)
- ‘Added as a Watchlist Recipient’
![The Added as a Watchlist Recipient notification from the QSEP Help desk includes the ticket reference number, ticket status, subject and reason for contacting us. There is an option to be removed from the watchlist as well. The Added as a Watchlist Recipient notification from the QSEP Help desk includes the ticket reference number, ticket status, subject and reason for contacting us. There is an option to be removed from the watchlist as well.](/download/attachments/419632427/image-2024-5-23_11-48-37-1.png?version=1&modificationDate=1716479254451&api=v2)
- ‘Case Resolved – Watchlist Recipient’
![The Case Resolved Watchlist Recipient notification from the QSEP Help desk notifies the customer that the case has been resolved. It includes the ticket reference number, ticket status, short description, and Close Notes. The Case Resolved Watchlist Recipient notification from the QSEP Help desk notifies the customer that the case has been resolved. It includes the ticket reference number, ticket status, short description, and Close Notes.](/download/attachments/419632427/image-2024-5-23_11-48-52-1.png?version=1&modificationDate=1716479269873&api=v2)
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.
![The Support Central homepage, Call Scheduling in the Request Support dropdown is the third option to choose from. The Support Central homepage, Call Scheduling in the Request Support dropdown is the third option to choose from.](/download/attachments/419632427/image-2024-5-23_11-53-52-1.png?version=1&modificationDate=1716479569701&api=v2)
- Webform Updates to the ‘Schedule a Call’ Page
- A ‘Same-Day’ callback option will be added underneath the ‘Appointment Date’ field.
![Customers now have the Same Day callback option available when scheduling an appointment. Customers now have the Same Day callback option available when scheduling an appointment.](/download/attachments/419632427/image-2024-5-23_11-58-51-1.png?version=1&modificationDate=1716479868573&api=v2)
- 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.
![The error message that displays reads: An error has occurred. A call request cannot be completed at this time. You have reached the limit of active scheduled calls allowed. Please review your current scheduled call and try again.](/download/attachments/419632427/image-2024-5-23_11-59-52-1.png?version=1&modificationDate=1716479929216&api=v2)
- A ‘Phone Extension’ field will be added to the ‘Schedule a Call’ page.
![The phone extension field is now an option for customers who may have an extension. The phone extension field is now an option for customers who may have an extension.](/download/attachments/419632427/image-2024-5-23_12-0-30-1.png?version=1&modificationDate=1716479967969&api=v2)
- 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 reason for contacting us field includes the following options: Program Questions, Policy Questions, Account Management Questions, Technical Questions, and Other. If the customer tried to submit before filling out all of the required fields, an error message will show at the top of the page. Once the required fields are completed, the customer can submit.](/download/attachments/419632427/image-2024-5-23_12-1-32-1.png?version=1&modificationDate=1716480029888&api=v2)
- 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.
![Once the appointment is located, they can take the following actions: modify or cancel.](/download/attachments/419632427/image-2024-5-23_12-2-45-1.png?version=1&modificationDate=1716480103080&api=v2)
- The Customer will then be able to ‘Select a Time’ to change appointment day and/or time.
![The customer can select a day and time from the dropdown option that works best for them. The customer can select a day and time from the dropdown option that works best for them.](/download/attachments/419632427/image-2024-5-23_12-4-6-1.png?version=1&modificationDate=1716480183417&api=v2)
- Once the Customer books their appointment, they will see a ‘Booking Success’ message on the page.
![The customer will received a notification that the booking that they selected has been a success and will receive an email notification. The customer will received a notification that the booking that they selected has been a success and will receive an email notification.](/download/attachments/419632427/image-2024-5-23_12-5-51-1.png?version=1&modificationDate=1716480288974&api=v2)
- 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.
![The Call Scheduling Appointment Reminder will notify the customer of their appointment and will also give the option to modify their appointment. The Call Scheduling Appointment Reminder will notify the customer of their appointment and will also give the option to modify their appointment.](/download/attachments/419632427/image-2024-5-23_12-7-56-1.png?version=1&modificationDate=1716480413413&api=v2)
- An email notification will be sent upon rescheduling a call.
![The Call Scheduling Appointment Rescheduled will notify the customer of their rescheduled appointment and will also give the option to modify their appointment. The Call Scheduling Appointment Rescheduled will notify the customer of their rescheduled appointment and will also give the option to modify their appointment.](/download/attachments/419632427/image-2024-5-23_12-8-48-1.png?version=1&modificationDate=1716480465788&api=v2)
- If the call scheduling appointment is cancelled, the customer will receive an email confirmation.
![The Call Scheduling Appointment Canceled will notify the customer of their appointment cancellation and will also give the option to schedule a call. The Call Scheduling Appointment Canceled will notify the customer of their appointment cancellation and will also give the option to schedule a call.](/download/attachments/419632427/image-2024-5-23_12-9-36-1.png?version=1&modificationDate=1716480513417&api=v2)
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 ![Session Inactivity Notice to inform customers when their current session will time out within the next 4 minutes and 45 seconds. Image also highlights the Continue Session button and the X in the upper right. Session Inactivity Notice to inform customers when their current session will time out within the next 4 minutes and 45 seconds. Image also highlights the Continue Session button and the X in the upper right.](/download/attachments/419632427/image-2024-5-23_12-10-56-1.png?version=1&modificationDate=1716480594021&api=v2)
- 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 ![Session Timeout pop-up to inform customers their session expired. The pop-up statement reads, Your session has expired due to 30 minutes of inactivity and your data was not retained. Image also highlights the X in the upper right. Session Timeout pop-up to inform customers their session expired. The pop-up statement reads, Your session has expired due to 30 minutes of inactivity and your data was not retained. Image also highlights the X in the upper right.](/download/attachments/419632427/image-2024-5-23_12-11-47-1.png?version=1&modificationDate=1716480645030&api=v2)
- 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:
- 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)
- Under the Data and Database Services Category (this category remains active)
- Remedy Historical Data Request
- Under the Cloud Category (this category remains active)
NOTE: Amazon Redshift still resides under the Sub-Category: AWS Database. |
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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
![New subtopics for the IPF-Inpatient Psychiatric Facility program under the HBIPS topic called 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 called Psychiatric Inpatient Experience (PIX) Survey New subtopics for the IPF-Inpatient Psychiatric Facility program under the HBIPS topic called 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 called Psychiatric Inpatient Experience (PIX) Survey](/download/attachments/419632427/image-2024-5-9_15-13-9-1.png?version=1&modificationDate=1715281963456&api=v2)
- 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
![Updated subtopics for the PCH - Cancer Hosp. Quality Reporting program under the Health Equity Measures topic called Hospital Commitment to Health Equity (rename from Facility Commitment to Health Equity), Screen Positive Rate for Social Drivers of Health, Screening for Social Drivers of Health Updated subtopics for the PCH - Cancer Hosp. Quality Reporting program under the Health Equity Measures topic called Hospital Commitment to Health Equity (rename from Facility Commitment to Health Equity), Screen Positive Rate for Social Drivers of Health, Screening for Social Drivers of Health](/download/attachments/419632427/image-2024-5-9_15-14-41-1.png?version=1&modificationDate=1715282055304&api=v2)
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.’
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- The ‘Resources’ dropdown will be added and include ‘About Us’ and ‘Guided Tour.’
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- 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.
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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. Image Removed
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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. Image Removed
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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.’
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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 UpdateOn 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%. Image Removed
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