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).

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.

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, 2024, at 8:30 PM ET, CCSQ ServiceNow will 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

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.

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• • • 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.

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

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• 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.

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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. 

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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 

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• 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.

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• 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)

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• • Opt-Out Email

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

• Program
• HCD Opt-In checkbox

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

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

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

Affected Customers: CCSQ ServiceNow Platform Customers

CCSQ ServiceNow: Case-Centric Support Process

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

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

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

Improved Customer Experience

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

Create an Incident from a Case

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

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

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• 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.

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

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

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• 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

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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).

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• 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.

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

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

If you need additional information:

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

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• 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.

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

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

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

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

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, 2024, at 8:30 PM ET, CCSQ ServiceNow 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 2On 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.

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• 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.

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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.

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• HQR ‘Create Idea’

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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 2For 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: ServiceNow will 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 Internal Customers

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

System Team

CCSQ ServiceNow: Restricted Access to Custom Tables

On August 2On 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.

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Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Track a Ticket – Long Subject Update

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 2On 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.

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, 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

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 navigationCase 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 Support Central CustomersServiceNow System Team

CCSQ Support Central - Virtual Agent: HARP Redirect Update ServiceNow: QPP Incident Creation for Automation Failure

On August 2On 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.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.

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The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow 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

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HARP Self-Service Portal

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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

, CCSQ 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.

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Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: CMS QIO Program (CQP) Updates

On July 18On 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

The following enhancements will be completed during this iteration:

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

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

On March 14July 3, 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.

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

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow System Team

CCSQ ServiceNow FileCloud Decommission Updates

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

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• 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 3On 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).. 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

JIRA Integration: ‘Enable Flows’ to Use Retry Policy

Agents

Agent Workspace Updates

On July 3On 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 failsupdate 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: CCSQ Services and Operations Support (SOS )TeamSLA Breach Email Notification Time UpdateIT Services Catalog Customers

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

On July 3On 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

, 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.

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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 20On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to CCSQ Support Central for ‘Track a Ticket.’

•  Resolved Incident Ticket

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

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

•  Track a Ticket Page Button

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

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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:
  • QIES Management
• Procurement Catalog Items:
  • Modify Cost Center Record
  • Non-Standard Purchase Request
  • Transfer Assets
  • Verify Software Allocation
• SecDevOps Catalog Items:
  • Ansible Tower Onboarding Request

Affected Customers:

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central : - Track a Ticket – New Filtering and Sorting FunctionalityWord Wrapping Update

On February 16June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will improve the customer ticket tracking experience in CCSQ Support Central by adding new filtering and sorting functionality. These enhancements will reduce the customer’s search time by enabling them to quickly sort and locate their ticket(s) based on the criteria they entered.

•  A ‘Filter by Status’ drop down has been added to the Track a Ticket form which includes options for:
  • Any Status
  • Open
  • Closed

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• A ‘Sort By’ drop down will be added to allow customers to sort by any column on the page.
  • Date Created (sorted by most recent first)
  • Last Updated (sorted by most recent first)
  • Subject (sorted by A-Z)
  • Ticket Number (sorted lowest to highest)
  • Ticket Status (A-Z) 

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For more information, review the Master Article for CCSQ Support Central – Home Page and related Knowledge Articles in CCSQ ServiceNow. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ ServiceNow Platform Customers and CCSQ Services and Operations Support (SOS)

CCSQ ServiceNow: Assignment Group Management Updates

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"

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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 20On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the Assignment Group Management process and create a new ServiceNow Active Groups report.

• Assignment Group Management Process Updates
  • In the ServiceNow Group record, the ‘Description’ field will need to be completed before changes to the Assignment Group record can be saved (e.g., add User, remove User, change Group Manager, etc.)

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• • The ‘Description’ field will then be updated with the description detail for that Assignment Group when an Assignment Group is selected with the Reference (lookup/magnifying glass tool).

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• • By providing better context and understanding of the purpose for each Assignment Group throughout the Platform, CCSQ ServiceNow customers will be able to select Assignment Groups with a greater level of accuracy.

• New ServiceNow Active Groups Report
  • The new Active Groups report will be run daily and lists all the Active Assignment Groups that have no entry in the ‘Description’ field.
  • The report will be sent to the SOS Team to then contact the Group Managers and instruct them to enter the Assignment Group descriptions in ServiceNow.
  • Email Report format will be as follows:
    • Subject: "ServiceNow Group Descriptions - Updates Required for Active Groups"
    • Body: "Please see attached ServiceNow Active Groups report. The descriptions for the groups listed require immediate updates."
    • Attachment format: Excel Report

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ Support Central Customers

the URL on AWS Access Request form in Cloud ServiceNow Catalog. The updated URL will link to ‘QNet_HCT Requesting Access to QNET Cloud.’

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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 20CCSQ Support Central: Navigation UpdatesOn February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central to improve navigation and the submission process.

• The ‘Submit’ and ‘Next’ buttons will always be active. If these buttons are clicked before all required fields are completed, the Required field alert displays indicating which fields are incomplete.

Required field alerts will return the customer back to the required field ensuring that all required fields are completed before submission. Pressing the space bar, the ‘Enter’ key, or the X in the field alert will close the alert and move the focus to the first required field that was not completed.

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The following CCSQ Support Central forms will be updated with those enhancements:

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:

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Affected Customers: CCSQ ServiceNow Agents

Agent Workspace Update: QPP Cases

On June 20

The following enhancements will be completed during this iteration:

Affected Customers: QSEP Portal Customers

CCSQ ServiceNow: QSEP Portal Enhancements

On May 23On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the ‘Create Harp User Account’ workflow script to improve the process of converting a Contact Record to a User Record. The new workflow script will automatically convert an existing Contact Record to a User record by removing contact related roles in the User Record.

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Affected Customers: CCSQ ServiceNow Q&A Portal Customers

Public Q&A Tool: PCH Topic Updates

On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the ‘PCH - Cancer Hosp. Quality Reporting’ Program Topics as follows:

New Topics and Subtopics

• CMS Disparity Methods
  • Questions for this Topic will be routed to existing Assignment Group ‘Public QA- CMS Disparity Methods’
  • Required Fields:
    • Contact Type
      • Research Organization
      • Consulting Company
      • Federal or State Government Agency
      • Hospital/Health System (including federal VA hospitals)
      • Insurance Company
      • Other organization (including non-hospital healthcare providers)
      • Patient/Advocate/Consumer/Family Caregiver
      • Quality Improvement Organization/Quality Innovation Network (QIO/QIN)

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• • • Country
      • United States is listed first, then alphabetically listed countries.
      • After selecting United States, the state/territory options display and the ‘State’ field will be required.

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• Claims-Based Outcome Measures
  • 30-Day Unplanned Readmissions for Cancer Patients
  • Admissions and ED Visits for Patients Receiving Outpatient Chemotherapy
  • Surgical Treatment Complications for Localized Prostate Cancer

• Health Equity Measures
  • Facility Commitment to Health Equity
    • Questions for this subtopic will be directed to the Public QA - DRIO-YALE assignment group.
  • Screen Positive Rate for Social Drivers of Health
  • Screening for Social Drivers of Health
    • Questions for these two subtopics will be directed to the Public QA - HIP Support assignment group.

• Patient Engagement/Experience of Care Measure (New Subtopics)
  • Documentation of Goals of Care Discussions Among Cancer Patients
  • HCAHPS Survey Data
    • Questions for these two subtopics will be directed to the Public QA - HIP Support Assignment Group.

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Topics Moved/Renamed:

• The following renamed topics will be moved from under ‘Cancer Measures’ to the new ‘Claims-Based Outcome Measures’ topic:
  • ‘PCH 30/31: Admissions and ED Visits for Patients Receiving Outpatient Chemotherapy’ will be renamed ‘Admissions and ED Visits for Patients Receiving Outpatient Chemotherapy.’
  • ‘PCH 36: 30-Day Unplanned Readmissions for Cancer Patient’ will be renamed to ‘30-Day Unplanned Readmissions for Cancer Patients.’
  • ‘PCH-37: Surgical Treatment Complications for Localized Prostate Cancer’ will be renamed to ‘Surgical Treatment Complications for Localized Prostate Cancer.’
• ‘Healthcare-Associated Infection Measures’ will be renamed ‘Safety and Healthcare-Associated Infection Measures.’

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Topics Removed:

• Clinical Effectiveness Measure

Affected Customers: ADO-ESS-DevSecOps Support

CCSQ ServiceNow: Individual Offboarding Request Update

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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• ‘Ticket Reopened’

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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 23On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the ‘Individual Offboarding Request Catalog Item’ in the ServiceNow Platform and Portal. When managers select ‘Submit’ on the Individual Offboarding Requests IT Services Catalog page, the request will automatically route to the ADO-ESS-DevSecOps Support Assignment Group.

’New Relic Offboarding Request‘ will display in the related Requested Item ticket (RITM) in the Catalog Task tab under the Short description column and ADO-ESS-DevSecOps Support as the Assignment group.

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Affected Customers: CCSQ ServiceNow System Teams

Automated Test Framework (ATF) Updates for Master Regression Test Suite

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 23On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to ATF the Master Regression Test Suite structure.

The update will include a cleanup of the Master Regression Test Suite by:

• Renaming identified test suites and test cases
• Moving test cases to the correct test suites
• Updating the parent/child suite hierarchy

This update will benefit the Agile Release Train (ART) by providing a Master Regression Test Suite that is easier to follow, understand, and use.

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

The following enhancements will be completed during this iteration:

Service Catalog Onboarding Form Changes

On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the updates below to the Service Catalog Onboarding form:

• Correct hyphenated use of Onboarding at the form level from ‘On-boarding’ to ‘Onboarding’

• The following will be removed:
  • The sentence, “Contact your On-boarding Project Manager with questions about the On-Boarding process.”
  • Site Location questions
  • Contracting Officer field
  • Onboarding Project Manager field
  • Shipping Address fields
  • Billing Information fields including zip code field
  • Contractor Project Manager Information fields including job title field

• The following fields will be added and/or changed:
  • Added under the Task Order Number field
    • Field Label: DUA Number
    • Field Type: Optional – Open text
  • Added under the DUA Number field
    • Field Label: DUA Expiration Date
    • Field Type: Optional – calendar select
  • Contractor Shipping POC Name changes from ‘Contractor Shipping POC Name’ to ‘Contractor POC Name’
  • Contractor Shipping POC Email changes from ‘Contractor Shipping POC Email’ to ‘Contractor POC Email’

 Affected Customers: CCSQ ServiceNow Internal Customers

IT Service Catalog: Requested Item (RITM) Closed Update

On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update for any IT Services Catalog item (RITM), when the ‘State’ field is ‘Closed Complete’ or ‘Closed Incomplete,’ the ‘Variables’ tab in the RITM will be locked down. The RITM will be read-only and cannot be edited. This will ensure the data being submitted is consistent.

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Affected Customers: CCSQ Support Central, iQIES/QIES/ASPEN, CCSQ ServiceNow Platform and Portal Customers

iQIES Idea Portal Enhancements

On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update the Customer and Idea Manager experience on the iQIES Idea Portal. Enhancements to the iQIES Idea Portal include:

• The ‘Introductory Statement’ for the Idea Portal will be updated to:

"Welcome to the iQIES Idea Portal! To get started, click the Create an Idea button below. Once you submit your idea, it will be reviewed by the iQIES team to determine next steps. Be sure to vote on ideas you find most significant to help CMS understand consumer feedback. To keep track of your own ideas, click the My Ideas tab. To view all idea submissions, click the All Ideas tab.

Subscribe to an idea to receive a weekly update on the status of the idea. If you need assistance or want to learn more, please refer to the iQIES Ideal Portal User Manual."

• A mandatory field message alert on the ‘Create an idea’ page will notify customers when required fields are not completed.

• When there are incomplete mandatory fields, upon clicking the ‘Create Idea’ button, an error message pop-up window will appear at the top of the form. The error message reads “Some sections are incomplete.” and includes the names of the mandatory fields to complete.
• Click the ‘X’ in the error message to close that window.
• The focus will then be directed to the first incomplete mandatory field upon closing the error message.
• The error message will reappear if the ‘Create Idea’ button is clicked again without completing the mandatory field(s). 

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• On the ‘Create an Idea’ page, a new mandatory text field under ‘Other’ will be added for the customer to enter their role.

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• All Ideas List View Updates
  • A ‘Comment’ button is added under the ‘Subscribe’ button.
  • The ‘Comment Count’ under ‘Categories’ will display how many comments are on each idea.

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• • Idea ‘Sort by’ drop down updates include:
    • The ‘Created’ option will be updated to ‘Created Date.’
    • An option for viewing the ideas that the Customer subscribed to called ‘My Subscriptions’ will be added as a dropdown selection.

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• Navigation Updates
  • The ‘Back to Idea Portal Home’ link that was at the bottom right of the page will be changed to a ‘Back to Top‘ arrow.

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• •  Navigational links will be added to the top of every page to improve navigation around the iQIES Idea Portal.

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  • Selections made in the drop-down menus (Status, Category, Sort by) on the Home page will be saved when customers navigate to another page and return to the Home page. When the customer navigates to the Idea Details view, they can easily navigate back to the All Ideas List view using the new navigational links. The selections made in the drop-down menus will persist, so the customer doesn’t have to select them again, creating a better user experience.

• The Idea Submitted email notification will include a new option to unsubscribe: “If you feel you received this message in error or no longer wish to receive updates, click here to be removed from the idea subscription.”

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• iQIES customers who submit ideas will receive email notifications when an iQIES Idea Manager leaves a comment on their idea. Idea submitters will be able to respond to the iQIES Idea Managers by clicking the ‘Provide Additional Info’ button in the email notification. These responses will go to the iQIES Idea Managers and will also be posted as a comment within the idea on the portal.

This update makes it easier for submitters and managers to respond without having to login to the iQIES Idea Portal to share the comment.

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For more information, review the Master Article for iQIES Idea Portal and related Knowledge Articles in CCSQ ServiceNow. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

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

Session Inactivity Notice

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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

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• 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

CCSQ ServiceNow: Update reCAPTCHA Challenge Error Message

On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the reCAPTCHA message on the following portal webpages. This update will improve the ServiceNow customer experience by standardizing the reCAPTCHA pop-up message for these portals.

• QualityNet Question and Answer Site
  • Q&A Ask a Question (new)
  • Q&A My Questions - Request a report of your open or closed Questions.
• QSEP Help Center
• iQIES HCD Research Form
• Support Central Track a Ticket

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When the customer does not check the “I’m not a robot” checkbox in reCAPTCHA, the customer will receive a standardized reCAPTCHA error message to address the security verification. The customer will click the ‘OK’ button to close the pop-up message. The focus will then be directed to reCAPTCHA box. The customer will click the “I’m not a robot” checkbox, and then click the appropriate ‘Submit’ or ‘Send’ button to proceed with their submission.

Affected Customers: CCSQ ServiceNow Agents, Managers, and SOS Leadership

CCSQ ServiceNow Update: Canceled Incidents

provide the following updates to the ESS Portal:

• The following categories are being decommissioned:

• Desktop Services
• Design

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

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

The following enhancements will be completed during this iteration:

Affected Customers: All CCSQ ServiceNow Platform and Portal Customers

Standardized Phone Number Extension and Email Confirmation Fields

On May 9On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update the Incident form. The ‘Cancel’ button and ‘Canceled’ State selection will no longer be available to CCSQ ServiceNow Agents. This was done to help reduce human error in the workflow.

The ‘Cancel’ button at the top right will only be visible to SOS Leadership.

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When a member of SOS Leadership clicks the ‘Cancel’ button, the entire form is read only (everything is grayed out) and the ‘State’ field will indicate ‘Canceled.’

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The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow System Team

CCSQ ServiceNow: Upgrade Prod to Utah Patch 9 Hot Fix 1

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

ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities.

Affected Customers: CCSQ ServiceNow Platform and Portal Internal Customers

Assignment Group Name Updates

On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will rename and retire the following Assignment Groups.

Assignment Groups that will be renamed: