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title | April 28August 23, 20232024 |
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| CCSQ ServiceNow Version Upgrade from Utah to Washington DCThe following enhancements will be completed during this iteration:Affected Customers: CCSQ ServiceNow Service Center Agents, SOS Team, and ServiceNow System Team New "Steps to reproduce error" Field for Incidents on CCSQ ServiceNow Portal and Platform Customers CCSQ ServiceNow will begin the upgrade from the Utah version to the Washington DC version tonight On Friday, April 28, at 8:30 PM ET, 2023, CCSQ ServiceNow will add a new field titled ‘Steps to reproduce error’ to incidents from the CCSQ ServiceNow Portal and Platform that are submitted to the SOS Team or the ServiceNow System Team. The field must include the actions taken that created the error. This field will only be required when: - SOS submits an incident assigned to the ServiceNow System Team.
- ServiceNow System Team submits an incident assigned to the ServiceNow System Team.
Affected Customers: CCSQ ServiceNow Knowledge Article Authors/Owners andServiceNow Knowledge TeamKnowledge Article Updates: New Mandatory ‘Author’ Field and New Email Notification for Expiring Articles On Friday, April 28, at 8:30 PM ET, 2023, CCSQ ServiceNow will make the following updates to Knowledge Articles (KAs): - A new mandatory field titled, ‘Author’, will be added to the Knowledge Article (KA) form. Any member of the ownership group should update the ‘Author’ field whenever there is a new author assigned to the KA. For new and old KAs, if the ‘Author’ field is empty, the person editing the article will be prompted to complete that field.
- An automated email notification will be sent to the KA ownership group every 30/15/7 days prior to the ‘Valid to date’ to alert the ownership group members that the KA is approaching expiration and they need to take action, whether that be to update, extend or retire the KA. This feature would replace the existing manual reporting process.
For more information, review the following Knowledge Articles in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account. The following maintenance tasks will be completed during this iteration:Affected Customers: Division of Value, Incentives and Quality Reporting (DVIQR) and Hospital Hardship Submitters 2023 Medicare Promoting Interoperability (PI) Program Hardship Exception Application Form On Friday, April 28, 2023, 8:30 PM ET annual updates will be completed to the PI Hospital Hardship Exception Application form to reflect the 2023 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, 2023 – closes September 30, 2023
- EH: Opens May 1, 2023 – closes July 31, 2023
Reports and Dashboard will also be updated to reflect the 2023 PI Hardship program reporting requirements. Affected Customers: CCSQ Services and Operations Support (SOS) IAM Manual Proofing SLA Weekly Report: Renamed and Updated . This upgrade will not cause any system downtime, and customers will be able to continue using CCSQ ServiceNow while the upgrade is implemented. CCSQ ServiceNow is upgraded annually to ensure that CCSQ ServiceNow customers have continued access to support services and the latest ServiceNow features. The Release Notes for upgrading from Utah to Washington DC can be found on the ServiceNow website. |
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| The following maintenance task has been completed:Affected Customers: CCSQ ServiceNow Hospital Hardship Customers Hospital Hardship Form Updates On August 6, 2024, at 9:30 AM ET, CCSQ ServiceNow fixed an error with the Hospital Hardship form end dates. The application period for program year 2023 closes on August 31, 2024, for Eligible Hospitals (EHs) and November 30, 2024, for Critical Access Hospitals (CAHs). |
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| The following maintenance task has been completed:Affected Customers: CCSQ ServiceNow CSM Configurable Workspace Agents CCSQ ServiceNow: CSM Configurable Workspace Updates On August 6, 2024, at 9:30 AM ET, CCSQ ServiceNow fixed an issue with the ‘Description’ field, ‘Create Case’ button and ‘Agent Assist’ pane in CSM Configurable Workspace. The ‘Description’ field was not displaying data for ES Case Type and the ‘Create Case’ button was not appearing for agents to select. The ‘Agent Assist’ pane appeared when it should not have, causing agents to toggle between screens. This fix will resolve the issues reported in CMS Configurable Workspace for agents. |
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| The following enhancements will be completed during this iteration: Affected Customers: CCSQ ServiceNow Platform Customers and Agents Agent Workspace Migration to CSM Configurable On August 2, 2024On Friday, April 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the IAM Manual Proofing SLA Weekly Report, renamed SOS Manual Proofing SLA Weekly Report, so it will capture the associated cases. The incomplete reports for 4/3/23 and 4/10/23 will be reproduced and emailed. Affected Customers: CCSQ ServiceNow 1135 Waiver Report Customers The following 1135 Waiver updates are scheduled as follows: - 1135 Waiver: Post PHE Reporting – State, Territories, and District Reports
migrate existing Agent Workspace to CSM configurable workspace in preparation for the Washington DC upgrade in ServiceNow. All ServiceNow Customers who currently utilize Agent Workspace will see the following changes: - Agent Workspace will be decommissioned and no longer available
- Configurable Workspace will be activated to replace Agent Workspace
Benefits of this update include improved functionality, navigation, configuration ability, and overall experience for Agents in ServiceNow by migrating them from Agent workspace to CSM configurable workspace.
Affected Customers: CCSQ ServiceNow System Teams CCSQ ServiceNow: Automated Testing Framework (ATF) Platform - All Case Type Update On August 2, 2024On Friday, April 28, 2023, at 8:30 PM ET, CCSQ ServiceNow 1135 Waiver Group will schedule the distribution of State, Territories, and District Reports to state representatives for the end of COVID-19 Public Health Emergency (PHE). The report is scheduled to be distributed on May 18, 2023. The reports will provide a summary of all COVID-19 PHE waiver submissions and metrics for each state. - 1135 Waiver: NATCEP Reports Ended
update the ATF Platform to include all Case Types: - EPCS
- ES
- QPP
- HQR
- EQRS
- QSEP
- iQIES/QIES/ASPEN
- Original Case Form
This update to ServiceNow’s ATF will streamline and reduce the amount of manual effort needed to perform ServiceNow upgrade regression testing and overall functionality and feature testing for the case types in the ServiceNow Platform.
Affected Customers: CCSQ Support Central Customers CCSQ Support Central: Live Agent Chat ‘CARL’ Updates On August 2, 2024On Friday, April 18, 2023, at 8:30 PM ET, CCSQ ServiceNow discontinued the Nurse Aide Training & Competency Evaluation Program (NATCEP) Reports to the states. The reports no longer provide value to the states since the COVID-19 PHE ended. No new Waivers have been submitted past the last distribution of the Report, on April 12, 2023. | Tabs Page |
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| will make the following updates to the Live Agent Chat ‘CARL’: - When the customer hovers over ‘CARL,’ a message will be shown to draw attention.
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- The ‘CARL’ icon will be displayed on the CCSQ Support Central pages, allowing the customer to access Live Agent Chat from anywhere on the site.
- The HARP redirect prompt will now be available to customers after core hours, not just during business hours.
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- The ‘End Conversation’ button will now be available at all times instead of just when ‘CARL’ is awaiting input from the customer.
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Affected Customers: HQR Idea Managers and Submitters CCSQ Support Central: HQR Idea Portal On August 2, 2024, The following enhancements will be completed during this iteration:Affected Customers: CCSQ ServiceNow Customers CCSQ ServiceNow Portal Update: New Fields Added to Create Incident Form On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will update the Create Incident form on the ServiceNow Portal to replace the "Please describe your issue below" field with "Short Description" and "Description" fields. This update will provide consistency between the Create Incident form and the Miscellaneous Request form on the ServiceNow Portal and will now match the Incident form in ServiceNow platform. Affected Customers: CCSQ Service Center Agents Agent Workspace Update: New ‘Create New Subject” Button for Case Types On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will add a new button to Agent Workspace titled ‘Create New Subject’ to provide certain Agents this functionality for all Case types. This applies to Agents with the ‘Case_subject_admin’ role. Affected Customers: CCSQ ServiceNow System Team ATF Test Suite for Custom CCSQ ServiceNow Products On Friday, April 14, at 8:30 PM ET, 2023, CCSQ ServiceNow will implement the CCSQ ServiceNow Products Child Test Suite to: - Reduce testing effort
- Improve maintenance of test suites
- Reduce issue resolution time associated with:
- Upgrades
- Patches
- Enhancements
- Business critical customizations
This feature creates the Child Test for Custom CCSQ ServiceNow Products that is included in the parent Master ATF Test Suite. Affected Customers: iQIES Service Center Agents and Managers iQIES Jira Integration Update: iQIES Incidents to Trigger ServiceNow SLA On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will implement an update to iQIES Incidents in Jira used to track iQIES Tier 3 tickets. The information entered in the Incident ‘Additional comments (Customer visible)’ field in Jira will automatically update ServiceNow to trigger the 2-day response Service Level Agreement (SLA). The following maintenance tasks will be completed during this iteration:Affected Customers: CCSQ Service Center Agents and ServiceNow Admin Team Agent Workspace Chat Sessions to Be Scrubbed for PII/PHI Data On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will implement a configuration update to allow the ServiceNow Admin team to complete scrub requests to remove Personal Identifiable Information (PII) and Protected Health Information (PHI) that are entered during Virtual Chat and Live Agent sessions in CCSQ Support Central. Affected Customers: CCSQ Support Central Customers EPCS Phone Number Update implement the HQR Idea Portal, and provide easy access via CCSQ Support Central. The ServiceNow Idea Portal for HQR will provide a central location to for HQR to collect, curate, and promote ideas, enabling integration of customer feedback into future product development. Image Added
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- HQR Idea List
- Provides a list of all ideas submitted which customers can filter through using the three drop downs.
- Customers can subscribe or unsubscribe.
- Customers can Upvote on ideas.
- Customers can comment on ideas.
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- HQR Idea Details
- Customers can view the idea description and how the idea will benefit HQR.
- Customers unsubscribe in this view.
- For Idea Managers ONLY – Selecting the ellipsis in the top right corner which will open a view to the platform to work the idea through their process for consideration.
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- HQR Idea Manager Platform View
- This is where Idea Managers can edit ideas and move them forward in their decision process as to whether it makes it onto the HQR Backlog for development.
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For more information, review the Master Article – HQR Idea Portal and related Knowledge Articles in CCSQ ServiceNow, after the update is completed on August 2, 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 Knowledge Base Customers, Managers and Owners CCSQ ServiceNow: Knowledge Notification Structure On August 2, 2024On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central to list the phone number for EPCS as (866)-288-8292. Affected Customers: CCSQ ServiceNow Internal Customers AppOmni Update: Email Spam Scoring and Filtering System Setting Rule On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a configuration update to ignore vCalendar (.vcs) and iCalendar (.ics) email invitations. This update will prevent erroneous Cases from being created by moving these email invitations into the ServiceNow junk mail folder. Affected Customers: CCSQ Services and Operations Support(SOS) Team the Knowledge Article process when a Knowledge Manager adds a work note to respond to a customer comment. Activating Notifications will ensure that all Ownership Group members are immediately notified when an action is needed or has been taken on an article that they own. The new notification structure will reduce the likelihood that a required action is missed by the Ownership Group. New Notifications: - Knowledge Base in ‘Active Status’
- A notification will be triggered to notify Knowledge Managers and Owners when a Knowledge Base is activated. The Knowledge Base will be available immediately so customers can view the Knowledge Articles.
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- Knowledge Feedback Email:
- When a customer leaves a comment or feedback on an article, this will create a Knowledge Feedback record.
- Knowledge Manager views the Knowledge Feedback record and selects the email button in the top right that generates a prepopulated template.
- Knowledge Manager can add their response to the feedback within the email template and send.
- The outgoing email is captured in the activity log, so it achieves the goal of being sent to the customer and being posted for internal reference.
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Modifications to Existing Notifications: - User Feedback Notifications - Additional Comments
- When a customer comments on an article the author (latest version author) of that article, ServiceNow Knowledge Managers and the commenter will get notified. This will allow ServiceNow Knowledge Managers and the commenter to troubleshoot and potentially reach out and offer support. Once the Knowledge team responds, the commenter who commented will receive a notification.
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For more information, review the Knowledge Article – Knowledge Management Notifications and related Knowledge Articles in CCSQ ServiceNow, after the update is completed on August 2, 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 Services and Operation Support (SOS) Team and Agents CCSQ ServiceNow: Major Incident Updates On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will improve the existing Major Incident Process by updating the ‘Major Incident’ form in ServiceNow to provide more clarity and a better experience for SOS agents. - ‘Major Incident’ notification will update from ‘Work Notes’ to ‘Reject Reason.’
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- The description field on the ‘Incident’ form will be relabeled from ‘Work Note’ to ‘Reject Reason for rejecting the ‘Major Incident Candidate’.
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- The following buttons have been added to the ‘Incident’ form and will be available depending on the ‘Major Incident State:’
- ‘Propose Major Incident’ and ‘Promote to Major Incident’
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- ‘Reject Major Incident Candidate’
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For more information, review the Knowledge Article titled, Major Incident Functionality. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.
Affected Customers: CCSQ ServiceNow System Team CCSQ ServiceNow: Subscription Management Update On August 2, 2024 Backdate Separation Date on Individual Contractor Offboarding Requests On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will add the ability to backdate the separation date of a contractor on Individual Contractor Offboarding Requests. Affected Customers: CCSQ ServiceNow Customers Assignment Group Update: ‘HIDS AiOps Operations and Support’ Assignment Group Renamed On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an Assignment Group name change. The ‘HIDS AiOps Operations and Support’ Assignment Group will be renamed ‘HIDS Data Analytics & AiOps.’ Affected Customers: CCSQ ServiceNow System Team ITSM ATF Updates to Incident Management Test Suite On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to ensure that the Incident Management ATF Scripts successfully run and are collected into an Incident Management ATF Regression Suite. The following 8 test scripts will be corrected and added to the Test Suite: - 1 Incident Resolved as Spam - Update Contact
- 2 Incident - Resolve As SPAM
- 3 Incident Internal Notification Footer
- 4 Splunk Support Incident
- 5 Incident: Info messages on Banner
- 6 HQR - Convert to Incident
- 7 EQRS - Convert to Incident
- 8 DAMOD - Incident Survey
The following Test scripts are not valid and will be removed from the Test Suite: - Fails because no form is open
- Incident: Priority Field Validation
- INCIDENT MGMT: Copy Incident - CMS
- INCIDENT MGMT: Reopening an Incident - CMS
- INCIDENT MGMT: Parent and child Incident state sync up after reopening an Incident - CMS
- INCIDENT MGMT: Parent and child Incident state sync up - CMS
- INCIDENT MGMT: Incident State flow - CMS
- INCIDENT MGMT: Incident Response SLA - CMS
- INCIDENT MGMT: Incident Resolution SLA - CMS
- INCIDENT MGMT: Incident creation - Self service - CMS
- INCIDENT MGMT: Incident Assignment - CMS
- INCIDENT MGMT: Create Standard Change from Incident - CMS
- INCIDENT MGMT: Create Problem from an Incident - CMS
- INCIDENT MGMT: Create Normal Change from an Incident - CMS
- INCIDENT MGMT: Create Knowledge from an Incident - CMS
- INCIDENT MGMT: Create Emergency Change from an Incident - CMS
- INCIDENT MGMT: Create child Incident using UI action and verify its fields - CMS
- INCIDENT MGMT: Copy Incident from a Closed Incident - CMS
- INCIDENT MGMT: Create Knowledge from an Incident – CMS
Affected Customers: CCSQ Services and Operations Support(SOS) TeamES Case Updates On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to ES Cases: - Manual Proofing Cases and Edit ServiceNow Assignment Group Requests Update: Route to SOS
Manual Proofing Cases and Edit ServiceNow Assignment Group Requests were incorrectly assigned to “HIDS Security IAM.“ This change will update the routing of Manual Proofing Cases and Edit ServiceNow Assignment Group Requests as follows: Inbound Cases/Requests to CCSQ Services and Operations Support (SOS).Inbound emails generating Cases to ServiceCenterSOS@cms.hhs.gov.- Converting QPP Cases to Manual Proofing Update
The mandatory fields on the QPP Case form should not display when converting a QPP Case to Manual Proofing. The update with impact the following: - When a QPP Case is converted to a Manual Proofing Case, the Case will be moved to the Case/parent table.
- Manual Proofing Cases will be visible only to CCSQ Services and Operations Support.
- When the QPP Case assignment group is reassigned, the mandatory fields will display on the QPP Case form before it is reassigned.
- The Assignment Group will change from ‘HIDS IAM Group’ to the correct CCSQ SOS Assignment Group.
- Identity Proofing Cases Update: Automatically Remove Proofing Documents When Resolved
Proofing documents are not automatically removed when resolving Identity Proofing Cases assigned to CCSQ Services and Operations Support. The update will impact the following: Update the Assignment group for correct routing to CCSQ Services and Operations Support.When a Case is converted to a Manual Proofing Case, the Case will be moved to the Case/parent table.Manual Proofing Cases will be visible only to CCSQ Services and Operations Support.When a Manual Proofing Case is resolved and the Case form is reloaded, the attachment will be automatically removed.- ES Incident Email Notification Update
The Incident email notification titles for ES Incidents are reading as “Ticket Opened” and “Case Assigned to Group” instead of “Incident.” The update will impact the following: - When an Incident is opened, the email notification title will read “Incident Opened.”
- When an Incident is assigned to a group, the email notification title will read “Incident Assigned to Group.”
update the Subscription Management dashboard to contain accurate counts of purchased vs consumed for all of the CCSQ ServiceNow licensed products. The automation that will be put in place will ensure counts remain accurate.
Affected Customers: CCSQ ServiceNow System Team CCSQ ServiceNow: Restricted Access to Custom Tables On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will reduce the number of custom tables in use for the CCSQ ServiceNow programs and provide the ability to track all custom tables via Subscription Management.
Affected Customers: 1135 Waiver Submitters and 1135 Waiver Administrators CCSQ ServiceNow: 1135/CMCS Waiver Updates On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the 1135/CMCS Waiver to now include the requesting justification in the ‘Case Open’ notification. The notification will list each waiver and the request justification in the child case form. This update provides agents the ability to copy/paste the justification from the submitter's response email in the parent case work notes section. The waiver justification states: - “Brief description of how the 1135 waiver will support the state's response during the PHE:”
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Affected Customers: ESS Portal Customers ESS Portal: Self-Service Portal ‘Incident Form’ Update On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the required fields on the ‘Incident Form’ on the ESS portal. The ‘Incident Form’ did not have the required fields marked previously and this change will prevent incidents from being created if required fields aren't populated.
Affected Customers: CCSQ ServiceNow ADO Support Groups CCSQ ServiceNow: Case Centric Script Update On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Case Centric Script to add the Assignment Group of the Case to the 'Group_List' field of the Incident when it is created from a Case. This update will reduce customer confusion and ensure the original Assignment Group on the Case retains visibility to the Incident created from the Case.
Affected Customers: CCSQ ServiceNow System Team CCSQ ServiceNow: QPP Incident Creation for Automation Failure On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will create a new automation workflow process for failure of API call to QPP. The new automation workflows will have a process so that if the automation fails, an incident will be created to help resolve the QPP-->ServiceNow API Integration. Image Added
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| The following enhancements will be completed during this iteration: Affected Customers: CCSQ ServiceNow Customers and Agents “QualityNet Support Center” Renamed “CCSQ Services and Operations Support” QPP Service Center Agents CCSQ ServiceNow: Integration with Quality Payment Program (QPP) Application Programming Interfaces (API) for Accountable Care Organization (ACO) Data Retrieval On July 18, 2024, On Friday, March 24, 2023 at 8:30 PM ET, “QualityNet Support Center” will be renamed “CCSQ Services and Operations Support (SOS).” This will impact all locations where “QualityNet Support Center” is referenced (e.g., Create a New Ticket in CCSQ Support Central, email notifications, etc.) and will be replaced with “CCSQ Services and Operations Support” in the following portals/pages: - CCSQ Support Central
- CCSQ ServiceNow Platform
- Self Service Portal
Other impacts include: - The “HCQIS Services and Operations Support” Assignment Group will now be known as “CCSQ Services and Operations Support.”
- The “HIDS Security IAM” Assignment Group will no longer be an active Assignment Group.
- All open records (not closed or resolved) assigned to the “HIDS Security IAM” Assignment Group will be assigned to the “CCSQ Services and Operations Support” Assignment Group. (Previously named “HCQIS Services and Operations Support”)
- Historical records (closed and resolved) will remain assigned to the “HIDS Security IAM” Assignment Group.
- All members of the “HIDS Security IAM” Assignment Group will be added to the "CCSQ Services and Operations Support" Assignment Group.
- All notifications that reference IAM SNOW, "HIDS Security IAM", will be changed to “CCSQ Services and Operations Support” Assignment Group in ServiceNow.
- Any automated ticket routing currently in place for “HIDS Security IAM” will be routed to the “CCSQ Services and Operations Support” Assignment Group in ServiceNow.
The name update will reduce confusion when contacting the CCSQ Services and Operations Support (SOS) team for assistance. Affected Customers: CCSQ Services and Operations Support (SOS) Team, CCSQ ServiceNow Customers and Service Center Agents New Custom Enterprise Services (ES) Case Form Starting Friday, March 24, 2023, after 10:00 PM ET, CCSQ ServiceNow Service Center agents will receive access to new functionality for creating and managing ES cases in CCSQ ServiceNow. The new custom ES Case form will: - Streamline data entry for customer service representatives and optimize search and reporting capabilities resulting in shorter call times and improved customer experience.
- Improve categorization for the SOS team to distinguish ES cases from other Case types.
- Direct cases to the SOS Team that are submitted by an internal or external contact and are not related to a specific program.
The custom ES Case form will include: - Refined lists of categories and subcategories specific to ES cases.
- A “My Groups Work” list for case types that will show tickets assigned to SOS.
- Customized list view of ES cases.
- Capability to easily reassign cases to other programs.
- Availability to create a ticket or access tickets via CCSQ Support Central.
- Access to the Case form via Agent Workspace.
For more information and ES Case form training resources, review the Knowledge Article titled: Master Article – Enterprise Services (ES) Case in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account. Affected Customers: CCSQ Support CentralCustomersCCSQ ServiceNow will establish API Integration to simplify the ACO Data Retrieval process to auto-populate two fields on the ‘QPP Case form’ in ServiceNow. By developing and integrating an API, this relieves the QPP Team sending the monthly Excel report. Image Added
Affected Customers: CCSQ Support Central Customers CCSQ Support Central: CMS QIO Program (CQP) Updates On July 18, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the following CQP Program information in CCSQ Support Central: - ‘About Us’ Page:
- Customers will be able to learn more about the CQP Program Information on the ‘About Us’ page of the CCSQ Support Central site.
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- Assignment Group (ADP-CQP) Creation/Jira Integration
- Customers will be able to Integrate with Jira using the existing ‘QSXA’ project so that their tickets are routed in Jira for the support team to review and work on their case.
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- CARL/Virtual Agent
- Customers will be able to see CQP Program Information added in CARL so that they know what program to select from when engaging in Live Chat.
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- CQP Line of Business Contact Information
- Customers will be able to view information for the CQP Program in the ‘Contact Us’ page of the CCSQ Support Central site so that they know how to reach out for assistance.
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- ‘Create a Ticket’:
- Customers will be able to create a ticket in the CCSQ Support Central portal and track their ticket with the new CQP program.
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- ‘Create a Ticket/Track A Ticket’ Survey
- Customers may be prompted with an optional survey when creating or tracking a ticket. Customers will be able to see the ‘CQP-CMS QIO Platform’ added to the listed programs within the survey.
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- Inbound Emails
- When an inbound email is routed from the mailbox cqp@cms.hhs.gov an ES case will be created and assigned to SOS.
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- ‘Schedule a Call’
- Customers will be able to select the ‘CQP - CMS QIO Platform’ option in the ‘Program’ drop down when Scheduling a Call so that customers know that their request is being routed to the correct queue.
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The following maintenance tasks will be completed during this iteration: Affected Customers: CCSQ Service Center and ServiceNow Customers CCSQ ServiceNow: User and Org Mgmt Cleanup for Quality Payment Program (QPP) On July 18, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement next steps of User and Org Management cleanup effort for customers, contact, and organization management to improve overall contact process. - Deactivate Current Customer Business Rules:
- QPP-AcctRELtoPartner-OnBehalfOf
- QPP-AcctRELtoPartner
- QPP-ContactRELtoPartnerContact
- QPP AddNewPartnerAccount
- QPP-ContactRELtoPartnerContact-OnBHalfOf
- QPP AddNewPartnerAccount-OnBehalfof
- Contact Relationship
- Account Relationship
- Empty Current Tables:
- Contact Relationship
- Account Relationship
Affected Customers: CCSQ ServiceNow CCOM Security Analysts CCSQ ServiceNow: 14-Day Audit Report/90-day Audit Report Update On July 18, 2024, CCSQ Support Central: New SECINC Warning Message On Friday, March 24, 2023 at 8:30 PM ET, CCSQ ServiceNow will implement a new SECINC warning message to indicate security incidents cannot be tracked in CCSQ Support Central Track-a-Ticket function. The new warning message will display when the customer types a security incident number (SECINC) in the “Ticket Number” field for a single ticket and will display on the report for multiple tickets: Security Incidents cannot be tracked in CCSQ Support Central. Please contact ServiceCenterSOS@cms.hhs.gov for assistance. The new SECINC warning message will increase security awareness by providing informative messaging to CCSQ Support Central customers. Affected Customers: CCSQ ServiceNow System Team ServiceNow Health Scan Upgradeability Remediation 2022 automate the 14-day and 90-day Audit Request process. Currently, the reporting and delivery of the reports is a manual process and by automating, will reduce burden on the Security Team.
Affected Customers: CCSQ ServiceNow IT Services Catalog Customers CCSQ ServiceNow: IT Services Catalog Cloud AWS Compute Services Update On July 18, 2024, On Friday, March 24, 2023 at 8:30 PM ET, CCSQ ServiceNow will implement an update to the ServiceNow health scan so it produces significantly less reported issues around Upgradeability. This update will remove impediments that may affect a successful upgrade of ServiceNow and reduce the number of issues generated during upgrades to new releases of ServiceNow. Affected Customers: CCSQ Support Central Portal Customers Session Timeout Message for All Portals the IT Service Catalog > Cloud > AWS Compute Services > EC2 Instance (Create Build/Resizing/Decommission). Image Added
Select Create EC2 Instance, under ‘Instance Operating System’, three new options have been added: - Amazon Linux 2023
- Windows 2019
- Windows 2022
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Affected Customers: CCSQ ServiceNow Agents CCSQ ServiceNow: Agent Workspace Updates – Account Reference Field On July 18, 2024, On Friday, March 24, 2023 at 8:30 PM ET, CCSQ ServiceNow will add two new Session Timeout message pop-ups for all CCSQ ServiceNow portals. This will let the customer know when the form session will timeout and prevent any loss of the data that is entered. - The first Session Timeout message pop-up allows the customer to extend the session. “Please choose to extend or exit this session. If no selection is made, you will be redirected to the homepage in 5 minutes.”
- The second Session Timeout message pop-up reads, “Your session has been expired due to 30 minutes of inactivity. You will return to the homepage upon exiting this window.”
update the Agent Workspace Case Forms to include City/State/Zip/CCN# referenced in the popup when searching on the Account # field. The City/State/Zip were previously removed but this update will provide improved account visibility to customers. |
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| The following enhancements The following maintenance tasks will be completed during this iteration: Affected Customers: CCSQ ServiceNow Training Team and ServiceNow System Team TRAIN Environment Clone Process Update for CCSQ Service Center Training Group Employee Self-Service Tool (ESS) Customers CCSQ ServiceNow Employee Self-Service Portal (ESS): Password Reset Update On July 3, 2024, On Friday, March 24, 2023 at 8:30 PM ET, CCSQ ServiceNow will implement an update to the clone process to ensure the members of the CCSQ Service Center Trainers group are active after each clone to the TRAIN environment. CCSQ Service Center trainers no longer need to submit requests to the ServiceNow Admins for access in the TRAIN environment or to request roles. The CCSQ Service Center Trainers group will have now the ability to impersonate the user_admin role in order to unlock training userids. Affected customers:CCSQ ServiceNow Service Center AgentsCCSQ Support Central Update: Track-a-Ticket “no tickets found” Message On Friday, March 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Centralto increase the time before the 'no tickets found' message displays on the screen due to a delay in the system response. The 'no tickets found' message was causing customer confusion when they searched for their existing tickets.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
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- 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 This update will reduce the queries to the CCSQ Service Center about the Track-a-Ticket function. Affected Customers: CCSQ ServiceNow System Team Master Suite Structure Update On Friday, March 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will deploy software and configurations to implement the inclusion of additional child test suites under the Master Test Suite: ITSMChangeIncidentProblemService PortalsService CatalogCSMES - Enterprise CaseQIES/iQIESHQREPCSQSEPEQRSQPPOriginal Case FormHospital HardshipCustom CCSQ ServiceNow Applications1135 Waivers | Tabs Page |
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| . Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.
The following maintenance tasks The following enhancements will be completed during this iteration: Affected Customers: CCSQ ServiceNow RITM and REQ Approvers CCSQ ServiceNow Update: Approval Request Notifications for RITMs and REQs Agents Agent Workspace Updates On July 3, 2024On Friday, March 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the approver email notifications to redirect approvers to the appropriate location to review information for RITMs or REQs. - Approver email notifications will direct ServiceNow approvers without the ITIL role or fulfiller license (i.e., business stakeholder approver without ITIL access) to the CCSQ ServiceNow Portal to view RITM or REQ information.
- Approver email notifications will direct approvers with ITIL access or fulfiller license to the CCSQ ServiceNow Platform/Native to view RITM or REQ information for approval.
This resolves the issue of directing some approvers to a location where they cannot review the information needed to approve the request. Affected Customers: CCSQ ServiceNow Customers CCSQ Support Central: Customer Satisfaction Surveys for Create a New Ticket and Track an Existing Ticket 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. Image Added
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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, 2024On Friday, March 10, 2023, at 8:30 PM ET, 2023, CCSQ ServiceNow will implement an update to add customer surveys for the CCSQ Support Central functionalities: Create a New Ticket and Track an Existing Ticket. The customer has the option to opt out of either survey upon survey invitation or complete the survey with their feedback on their overall experience. The survey feedback will identify areas of improvement by gathering metrics to gauge customer satisfaction and engagement with CCSQ Support Central. CMS, HCD, and the Service Center teams will have access to view the data-driven feedback and the analytic dashboard. The following maintenance tasks will be completed during this iteration:Affected Customers: CCSQ ServiceNow System Team and Service Center Training Team PlatCore LMS Decommission On Friday, March 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to decommission PlatCore LMS and remove all access. PlatCore LMS is no longer in use and the Service Center now uses Tovuti LMS. Affected Customers: CCSQ ServiceNow Customers CCSQ ServiceNow Incident Watchlist Update On Wednesday, March 8, 2023, CCSQ ServiceNow enabled sending email notifications to customers added to the ‘Watchlist’ field for an incident. Each watchlist participant will receive an email when the incident is created, additional comments are added by someone other than the caller, and the status is resolved. The hover/help text for the ‘Watchlist’ field will be updated to "People added to the Watchlist will receive email notifications for ticket updates and status changes." Affected Customers: CCSQ ServiceNow Agents and Customers CCSQ ServiceNow Update: URLs in Case Resolution Notifications On Friday, March 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implementan update to ensure complete URLs will appear in the case resolution notifications sent to customers. URLs are currently partially deleted when the text populates from the Close notes to the case resolution notifications. This enhancement will alleviate customer confusion and decrease Service Center calls about the incomplete URLs.Affected Customers: CCSQ ServiceNow System Team and HIWAVE Customers CCSQ ServiceNow Update: San Diego Patch 10 Hot Fix 1 Upgrade On Saturday, March 11, 2023, CCSQ ServiceNow will be updated to include the San Diego Patch 10 Hot Fix 1 upgrade as scheduled in HIWAVE as a part of the monthly patching program. Skipped list will be manually adjusted as needed. ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities. | Tabs Page |
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| 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 The following enhancements were completed during this iteration:Affected Customers: CCSQ ServiceNow Agents Role Removal Deactivate User Flow On Friday, February 24, 2023, CCSQ ServiceNow will implement an update to the Role Removal Deactivate User Flow so that events and notifications are used instead of sent email steps. Any updates to a single notification can be done in one effort and associated with other notification updates. Affected Customers: CCSQ ServiceNow CustomersIT Service Catalog Update: Hover Text Added to Edit ServiceNow Assignment Group Membership On Friday, February 24, 2023, CCSQ ServiceNow will update the Edit ServiceNow Assignment Group Membership item by adding help text when hovering over the ‘Add’ buttons to provide the customer instructional text on how to complete the Add Members and Remove Members sections. Affected Customers: CCSQ ServiceNow Customers QualityNet Question and Answer (Q&A) Update: New ‘State’ Field on Inpatient Quality Reporting Programs (IQR) On Friday, February 24, 2023, CCSQ ServiceNow will add a new ‘State’ field dropdown in the Questions Details section of the QualityNet Question and Answer (Q&A) Site. A ‘State’ dropdown field (required) will be added to the Question Details section when a customer selects: - Program: IQR - Inpatient Quality Reporting
- Topic: Hip/Knee PRO-PM
- Country: United States
The State value captured on the Q&A form will be saved to the Case form and available in the platform and Agent Workspace. This will allow CMS to better understand the population asking questions and route additional support requests to resources in their state if other assistance is requested. Affected Customers: 1135 Waiver Administrators1135: Public Health Emergency (PHE) Update – Inquiry/Waiver Only Options On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update that allows 1135 Administrators to set a PHE to Inquiry only, Waiver only, or both. A new checkbox titled 'Other Waiver Request Type Needed' will display on the Public Health Emergency page in the Field Message tab when the ‘Applicable to Waiver Request’ checkbox is checked. When both checkboxes are checked, the ‘Waiver/Flexibility Request Type’ and the ‘Describe your 1135 Waiver/Flexibility Request’ fields on the form must be completed. Affected Customers: 1135 Waiver Report Customers, 1135 Waiver Administrators, and 1135 Group Managers 1135: Supporting Document Reports - Withdrawn/Denied On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the NATCEP Waiver 'Supporting Documents Missing OR Do Not Contain Data' notification and the 'NATCEP data received on CSXXXXXXX - Incorrect Format' notification so they will generate only when the withdrawn or denied records that have the resolution code ‘Covered Under Blanket Waiver’ are selected. This update will provide customers with the most accurate information available about the Case(s) that have been submitted by filtering out records that are not applicable to the notifications listed above. Affected Customers: SOG, 1135 Triage, 1135 Group Manager, 1135 Administrator, 1135 Comprehensive Reviewers and Escalation Analyst 1135: Access Control List (ACL) for Blanket Waiver Field on Case Form On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an 1135 Waiver update to the ACL for ‘Blanket Waiver’ field on Case forms. - The 1135 Customer/1135 Triage/1135 Escalation Analyst roles cannot modify the ‘Blanket Waiver’ field directly. The field value will be changed automatically upon selecting the Waiver Request Type.
- The 1135 Admin/1135 Group Manager/1135 Comprehensive Reviewer roles will be able to modify the ‘Blanket Waiver’ field directly or upon changing the Waiver Request Type.
The following maintenance tasks will be completed during this iteration: Affected Customers: CCSQ ServiceNow System Team 1135: Inbound Email Action for Parent/Child Waivers Script 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"
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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, 2024On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the associated Automated Test Framework (ATF) script for a previous deployment to modify the inbound email handler processing for the 1135 Parent/Child Waivers. Affected Customers: : CCSQ ServiceNow Internal Users Onboarding Catalog Item Update: HIDS OPS-Active Directory Removed URL on AWS Access Request form in Cloud ServiceNow Catalog. The updated URL will link to ‘QNet_HCT Requesting Access to QNET Cloud.’ Image Added
Affected Customers: CCSQ ServiceNow Systems Team CCSQ ServiceNow Service Catalog Updates: Decommission Catalog Items and Record Producers On June 20, 2024On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will remove the HIDS OPS-Active Directory task from the Onboarding Catalog Item. The task routed to HIDS OPS-Active Directory is no longer needed.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 Service Center Agents Aging Tickets Not Updated Prior to 2022 to Be Closed Support Central Customers CCSQ Support Central – Sort Filter Fix on Ticket Information Screen On June 20, 2024On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to close Cases and Incidents (INCs) that were last updated on or before Dec 31, 2021. This update will automatically provide Closed Notes/Work Notes for each ticket to explain why it was closed using the Closed Notes text, “This ticket was identified as an aging ticket that has been in open state since 2022 or prior. It is being moved to closed state as a part of a cleanup effort approved by CMS.“ No email notifications will be sent when these records are closed. 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 and Architects CCSQ Support Central Live Agent Chat Update: Profanity Filter Plugin ServiceNow Instance Cloning Process Update On June 20, 2024On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will install the Profanity Filter plugin to the CCSQ Support Central Live Agent chat application. When enabled at a future date, this filter will prevent the use of profanity by an agent in chat. Another communication will be sent when the Profanity Filter is enabled., 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: Image Added
Affected Customers: CCSQ ServiceNow Architects, Administrators, and Security Restrict JavaScript in iFrame Content Blocks Agents Agent Workspace Update: QPP Cases On June 20, 2024On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to prevent JavaScript code from being stored and executed in iFrames. This will close out an existing POAM and provide a more secure platform from malicious attacks. Affected Customers: CCSQ ServiceNow Architects, Administrators and Security CCSQ ServiceNow Connection to AppOmni Retired On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will retire the connection to AppOmni. ServiceNow will disable and remove all groups and roles from the AppOmni User and remove ServiceNow in AppOmni since it is no longer needed. 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.
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- 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
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- ‘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, | Tabs Page |
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| The following enhancements were completed during this iteration:Affected Customers: CCSQ Service Center Agents and HIDS Knowledge Management Team Agent Workspace Update – Knowledge Base Interface On Friday, February 10, 2023, CCSQ ServiceNow will implement an enhancement to access the Knowledge Base Homepage from Agent Workspace. A new Knowledge icon will be added to the left-hand navigation pane to allow agents to easily navigate the Knowledge Base categories using the filter and search functionalities. This will improve the agent navigation experience and ability to access current Knowledge Base articles more efficiently. For more information, review the Knowledge Article titled: Operating in Agent Workspace in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account. Affected Customers: CCSQ ServiceNow Internal Customers CCSQ ServiceNow Case Type Update – Assignment Group List View On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update for the Assignment Group List on the application navigator for each Case type to automatically limit the list of groups to only display active groups. If the assignment group is no longer active, it will not appear in the results when a user selects the Assignment Group List for each Case type. This will minimize the need to make manual updates to inactive groups for each case type. Affected Customers: HQR ADO Support New Monthly HQR Incident Lifecyle Report On Friday, February 10, 2023 at 8:30 PM ET, CCSQ ServiceNow will provide a new Monthly HQR Incident Lifecyle Report to track the updates to the assignment group, status, and priority values on incidents assigned to the ADO-HQR-Support and ADO-PM3-HQR Support assignment groups. The report will help to identify gaps in the incident workflow process and possible areas of improvement. Affected customers: CCSQ ServiceNow Team ATF Test Suite for the Master Test Suite Update On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will deploy software and configurations to implement the following: - Master Test Suite will be created and deployed.
- The following Child Test Suites will be created and associated with the Master Test Suite as the parent:
- Custom HCQIS ServiceNow Products
- CSM
- ITSM
- Core
- Integrations
- Reporting
- Managed Documents
The following maintenance tasks will be completed during this iteration:Affected Customers: CCSQ ServiceNow Team CCSQ ServiceNow – San Diego Patch 9a and 10 Upgrades CCSQ ServiceNow production environment will be updated to include the following patch upgrades: - San Diego Patch 9a Upgrade on Saturday, February 11, 2023, at 6:00 AM ET
- San Diego Patch 10 Upgrade on Sunday, February 12, 2023, at 6:00 AM ET
ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities. Affected Customers: CCSQ ServiceNow Customers IT Services Catalog Update – HCQIS CI/CD Reference Links and Labels On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will replace the URL link label ‘HCQIS CI/CD Reference’ with ‘HIDS CI/CD Tools’ for the SecDevOps > ADO Onboarding Request catalog items. The changes apply to the information on the Ansible Tower, CloudBees Jenkings, and the GitHub Enterprise Onboarding Request items. Additionally, the URL link and label will be updated from ‘HCQIS CI/CD Reference’ to ‘HIDS CI/CD Tools’ for all the applicable areas under the Tool Access Request, ADO Support Request, and ADO Support Incident catalog items. Affected Customers: CCSQ Service Center Agents Agent Workspace Update – New Account and/or New Contact Error Messages 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:
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- The following ‘Watchlist’ functionality will be implemented:
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- Customers will not be able to enter duplicate email address or exceed ten email addresses in the field:
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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’
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- ‘Additional Information Requested’
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- ‘Added as a Watchlist Recipient’
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- ‘Case Resolved – Watchlist Recipient’
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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, 2024On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update in Agent Workspace to eliminate error account messages when creating a new account or new contact in any Case type. Affected customers: CCSQ Support Central Customers CCSQ Support Central – Service Center Hours of Operations Update 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, 2024On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central by adding the hours of operation for the CCSQ Service Center and Live Chat/Virtual Agent to the Contact Us page. The Contact Us page will also include a list of the Federal Holidays when the Service Center is closed. Affected customers: CCSQ Service Center Agents CCSQ ServiceNow Update – Active User Reconciliation Process 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, 2024On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will modify the reconciliation process to look at active user records to identify duplicate user and contact records. Reconciliation will only occur if there are duplicates with at least 1 active user record with that email, reconciling to the active record. Improvements to the reconciliation process are made to eliminate the duplicate records in the user table and decrease calls to the Service Center. Affected customers: 1135 Waiver Administrators, 1135 Comprehensive Reviewer, 1135 OPOLE Administrators, and 1135 Group Managers 1135 Waiver Updates On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to 1135 Waivers: - Inbound Email Action for Parent/Child Waivers
When an inbound email response is received on a parent/child waiver in the ‘Resolved’ or ‘Closed’ state, the email will be attached to the parent/child waiver. A notification will be sent to the 1135 Comprehensive Reviewer and 1135 Group Manager that an email response was received on a resolved or closed parent/child waiver and needs to be reviewed. The inbound email response will not automatically re-open a case. - Re-open a ‘Resolved’ or ‘Closed’ General Waiver
The ‘Re-open’ button will be visible to the 1135 Administrators, 1135 Comprehensive Reviewer, and 1135 Group Managers when a General Parent Waiver is in the ‘Resolved’ or ‘Closed’ state. When clicked, the General Parent Waiver will be moved to the ‘Comprehensive Review’ state. The ‘Re-open’ button will be visible to the 1135 Administrators, 1135 Comprehensive Reviewer, and 1135 Group Managers when a General Child Waiver is in the ‘Resolved’ or ‘Closed’ state When clicked, the General Child Waiver and its associated General Parent Waiver will be moved to the ‘Open’ state. Upon clicking the ‘Re-open’ button, a message will display requiring the 1135 Administrator, 1135 Comprehensive Reviewer, or the 1135 Group Manager to enter a mandatory work note describing why they are re-opening the General Parent Waiver or the General Child Waiver. - 1135: OPOLE PHE – Re-open a ‘Closed’ Inquiry
The ‘Re-open’ button will be visible to 1135 Administrators, 1135 OPOLE Administrators, and 1135 Group Managers when an Inquiry is in the ‘Closed’ state. Upon clicking the ‘Re-open’ button, a message will display requiring the 1135 Administrators, 1135 OPOLE Administrators, or 1135 Group Managers to enter a mandatory work note describing why they are re-opening the Inquiry. | Tabs Page |
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| 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.
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- Webform Updates to the ‘Schedule a Call’ Page
- A ‘Same-Day’ callback option will be added underneath the ‘Appointment Date’ field.
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- 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.
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- A ‘Phone Extension’ field will be added to the ‘Schedule a Call’ page.
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- 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.
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- 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.
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- The Customer will then be able to ‘Select a Time’ to change appointment day and/or time.
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- Once the Customer books their appointment, they will see a ‘Booking Success’ message on the page.
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- Email Notification Updates
- An initial email notification will be sent upon scheduling a call.
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- A reminder email for the appointment will be sent to the Customer 1 hour in advance of the scheduled call.
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- An email notification will be sent upon rescheduling a call.
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- If the call scheduling appointment is cancelled, the customer will receive an email confirmation.
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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
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- 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 Image Added
- 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 The following enhancements were completed during this iteration:Affected Customers: CCSQ Service Center Agents and CCSQ Support Central Customers CCSQ Support Central Update – SMS Texts for Tracking an Existing Ticket Starting Monday, January 23, 2023, CCSQ Support Central customers will be able to use SMS messaging when requesting to track existing ticket(s). This new feature provides the following benefits to CCSQ Support Central Customers: - An additional convenient, customer-friendly authentication method via text message
- Eliminates the need to navigate between the CCSQ Support Central website and email to get the one-time password (OTP) for identification
View the CCSQ Support Central Guided Tour to learn how to register your mobile device. For more information, access the Master Article for CCSQ Support Central in CCSQ ServiceNow and review the following Knowledge Articles: - CCSQ Support Central Track an Existing Ticket
- How to use the Mobile Device Option for Tracking an Existing Ticket in CCSQ Support Central
Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account. Affected Customers: CCSQ ServiceNow Customers New Q&A Portal Topic – Hospital Commitment to Health Equity Measure Starting Friday, January 20, 2023,at 8:30 PM ET,public Q&A submitters will be able to select a new topic titled ‘Hospital Commitment to Health Equity Measure’ for the ‘IQR-Inpatient Quality Reporting’ Program in the Ask a Question form of the public Quality Q&A Tool.This enhancement to the Q&A portal will improve customer interactions and help reduce response time by directing questions to the appropriate IQR group. Affected customers: CCSQ ServiceNow Internal Customers and Service Center Agents Security Incident Verbiage Update On Friday, January 20, 2023, at 8:30 PM EDT, CCSQ ServiceNow will update the verbiage message that submitters receive when creating a Security Incident in the CCSQ ServiceNow platform and Service Portal when they are not listed as the Reporter. The new message reads, “Your Security Incident has been successfully submitted.” to acknowledge the incident submission and avoid any customer confusion. For more information, review the Knowledge Article titled: How to Report a Security Incident in ServiceNow Platform and Portalin CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.Affected Customers: CCSQ ServiceNow Customers CCSQ Support Central Update – PRA Disclosure Information in Footer On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a link to the CCSQ Support Central Portal footer to include PRA Disclosure information. The PRA Disclosure Statement will be displayed as a pop-up window when the customer selects the link. Affected customers: CCSQ ServiceNow Internal Customers IT Services Catalog Update – ‘Request on your Behalf’ Notification for Multiple Requests Submitted at Once On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the IT Service Catalog ‘Request on your Behalf' Notification. The customer will receive a single email detailing all the requested changes when submitting multiple requests at once for adding/removing members from assignment groups in the IT Services Catalog/Assignment Group Management/Edit ServiceNow Assignment Group Management Catalog Item. For more information, review the Knowledge Articles titled: Edit ServiceNow Assignment Group Membership Catalog Item and Assignment Group Management Catalog Items in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account. Affected Customers: CCSQ ServiceNow Contractors and CCSQ Services and Operations Support (SOS) Team New IT Services Catalog Item – Individual Contractor Offboarding Request and Process 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, 2024On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement anew IT Services Catalog item titled ‘Individual Contractor Offboarding Request’. This update will eliminate process confusion for customers and decrease the amount of time required to offboard an individual from a contract by standardizing the process and creating a centralized repository for capturing this data. The new individual contractor offboarding request process is as follows: 1. Any authenticated user can complete and submit the Individual Contractor Offboarding Request form via the IT Services Catalog >User Access and Password Reset> Individual Contractor Offboarding Request. 2. The offboarding request generates a task for CCSQ Services and Operations Support (SOS) to review and validate the request with the authorized Security Official (SO) and complete the offboarding process to remove roles and entitlements for the identified individual contractor. The following maintenance tasks will be completed during this iteration: Affected Customers: CCSQ ServiceNow Internal Customers Remove ‘Configuration Item’ Field on Incident and Major Incident Form On Friday, January 6, 2023, at 8:30 PM EDT, CCSQ ServiceNow implemented an update to remove the ‘Configuration Item’ field on the Major Incident Management and Incident forms. Affected Customers: CCSQ ServiceNow Customers New CCSQ Support Central Guided Tour Video On Thursday, January 12, 2023, at 5:00 PM EDT, CCSQ ServiceNow updated the CCSQ Support Central Guided Tour page to display an updated "How to Use the Self-Service Portal" video. Affected Customers: CCSQ ServiceNow Internal Customers IT Services Catalog Update – New HIDS CI/CD Tools Link on ADO Onboarding Request Catalog Items On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will replace the URL link ‘HCQIS CI/CD Reference’ with ‘HIDS CI/CD Tools’ for the SecDevOps ADO Onboarding Request catalog items. The changes apply to the information on the Ansibilt Tower, CloudBees Jenkings, and the GitHub Enterprise Onboarding Request items. Affected Customers: CCSQ Service Center Agents Agent Workspace Update – First Call Resolve Work Notes On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to require the ‘Close Code’ and ‘Close Notes’ fields be populated when the ‘First Call Resolve’ button is selected for an Agent Workspace Case. This update will ensure resolution information is sent to the customer when the case is resolved. Affected customers: CCSQ ServiceNow Team AppOmni Update – Packages Call Removal Tool System Setting Rule On Friday, January 20, 2023, at 8:30 PM EDT, CCSQ ServiceNow will improve security settings by implementing a configuration update to identify client-side API calls that will then be validated for authorization and restriction for sensitive object access. 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 | Tabs Page |
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| The following enhancements were completed during this iteration:Affected customers: CCSQ ServiceNow Service Center Agents - CCSQ ServiceNow Update – Adding Inactive Users or Contacts to Assignment Groups
On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to prevent the ability to add inactive users and contacts as members to an assignment group. The reference lookup used to add new members is pre-formatted to display the members available for the group. An error message is displayed if an agent changes the query and attempts to add inactive users or contacts.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 - CCSQ ServiceNow Update – New ‘Channel’ Field to RITMs and Service Catalog Tasks
On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to add a ‘Channel’ field to request items (RITMs) and service catalog tasks. The ‘Channel’ field will update the HCQIS SOS Task Totals dashboard with more accurate information and eliminates the need for agents to manually separate the data.the Q&A Portal for the IPFQR and PCHQR program subtopics as follows: - New subtopics for the ‘IPF - Inpatient Psychiatric Facility’ program under the ‘HBIPS’ topic will be routed to Assignment Group ‘Public QA - HIP Support’.:
- Health Equity Measures
- Facility Commitment to Health Equity
- Screening for Social Drivers of Health
- Screen Positive Rate for Social Drivers of Health
- New topic for the ‘IPF - Inpatient Psychiatric Facility’ program above ‘Screening for Metabolic Disorders’ will be routed to Assignment Group ‘Public QA - HIP Support’:
- Psychiatric Inpatient Experience (PIX) Survey
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- Updated subtopics for the ‘PCH - Cancer Hosp. Quality Reporting’ program under the ‘Health Equity Measures’ topic will be routed to Assignment Group ‘Public QA - HIP Support’:
- Hospital Commitment to Health Equity (rename from ‘Facility Commitment to Health Equity’)
- Screen Positive Rate for Social Driversof Health
- Screening for Social Drivers of Health
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Affected Customers: Division of Value, Incentives and Quality Reporting (DVIQR) and Hospital Hardship Submitters 2024 Medicare Promoting Interoperability (PI) Program Hardship Exception Application Form On Tuesday, April 30, 2024, 9:00 PM ET, the annual updates were completed to the PI Hospital Hardship Exception Application form to reflect the 2024 PI Hardship program. The PI Hospital Hardship Exception Application for Critical Access Hospital (CAH) and Eligible Hospital (EH) submission windows are as follows: - CAH: Opens May 1, 2024 – closes November 30, 2024
- EH: Opens May 1, 2024 – closes September 30, 2024
Reports and Dashboard were also updated to reflect the 2024 PI Hardship program reporting requirements. For more information, review the Knowledge Article titled Medicare Promoting Interoperability Program Hardship Exception Application. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.
Affected Customers: CCSQ Services and Operations Support (SOS) Team CCSQ ServiceNow: Targeted Comms Mailer Recipient List Update On May 9, 2024 The new ‘Channel’ field values are: - Email
- Phone
- Self-Service
- Direct Entry
- SLACK
- System
The field is auto populated with the ‘System’ value for records created for HARP Approvals, FileCloud Approvals, and Role Removal User requests. The field defaults to ‘Self-Service’ for non-automated requests. Affected customers: CCSQ ServiceNow SOS Team Agent Workspace Update – ‘New’ Button for RITMS On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an Agent Workspace update for offboarding request RITMS to allow the SOS team to create tasks by accessing the ‘New’ button. This update will allow the SOS team to create a new task for offboarding request RITMs when they require a task assigned to the Atlassian or AD team without toggling between ServiceNow Platform and Agent Workspace to complete this action. Affected customers: CCSQ ServiceNow 1135 Waiver Report Agents and Administrators 1135 Waiver Report Update – New ‘Waiver Count Type’ Column On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an 1135 Waiver Report update to add a column (with drop-down options) titled ‘Waiver Count Type’ in the Waiver Reports Table to produce accurate reports. The information captured in the 'Waiver Count Type' column will allow 1135 Waiver Report Agents and Administrators to filter between 'All Waivers', ‘All Inquiries’, and 'NATCEP Waivers' that are used for Dashboards and Reports. The following maintenance tasks will be completed during this iteration: Affected customers: CCSQ ServiceNow Internal Customers - Updated HARP Link on User Access and Password Reset Catalog Items
On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the URL link to HARP listed on the User Access and Password Reset catalog items. The changes apply to the information on the User Access form and the Application Password Reset form. - Add CCSQ Support Central Knowledge Base to Self Service Portal
On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to make the CCSQ Support Central knowledge base articles available on CCSQ ServiceNow Self Service Portal. Affected customers: CCSQ ServiceNow Team CCSQ ServiceNow – San Diego Patch 9 Upgrade On Saturday, January 7, 2023, at 6:30 AM EDT, CCSQ ServiceNow will be updated to include the San Diego Patch 9 Upgrade. As part of the ServiceNow Patching Program, ServiceNow automatically pushes patches to the environments. ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities. Affected customers: CCSQ ServiceNow Internal Users and Customers AppOmni Update – Prevent Screen Shots by Android Users On Friday, January 6, 2023, at 8:30 PM EDT, CCSQ ServiceNow will improve security settings by implementing a configuration update to prevent screen shots by Android users. Affected customers: CCSQ ServiceNow Service Center Agents CCSQ ServiceNow Update – New ‘CXOne’ Text Field On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to add a new ‘CXOne’ text field to the task table. This field will be used to route email and web cases to live agents through NICE CXoneupdate 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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