Page History

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 Systems TeamCSM Configurable Workspace Agents

CCSQ ServiceNow Update: Jira Production Upgrade to v9.4.5On Wednesday, May 10, 2023, at 8:30 PM ET, CCSQ ServiceNow made configuration changes required for the Jira Production upgrade to 9.4.5. These changes were made immediately after the production Jira upgrade was completed. The ServiceNow team reprocessed any ServiceNow to Jira updates that failed when the upgrade/changes were made.: 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 Service Center Agents

CCSQ Support Central Updates: ‘Create a New Ticket’ Case Form

Platform Customers and Agents

Agent Workspace Migration to CSM Configurable

On August 2, 2024On Friday, May 12, 2023, 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 will implement . All ServiceNow Customers who currently utilize Agent Workspace will see the following updates:

• CCSQ Support Central will update the ‘Create a New Ticket’ function to prevent a ‘User’ from being converted to ‘Customer contact’ when a customer submits a case.
• ‘Previous Caller’ and ‘Previous Caller Lookup’ fields will be removed from the Original Case form.

These updates will prevent issues that are currently occurring when a Ticket is created through CCSQ Support Central.

Affected Customers: CCSQ ServiceNow Service Center Agents

CCSQ Support Central Updates: ‘Create a Ticket Functionality’ Name Update

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, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the CCSQ Support Central ‘Create a Ticket’ functionality to retain the name used on the User/Contract record instead of converting to the name used on the ticket.   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 ServiceNow Systems Team

CCSQ ServiceNow ‘Insert and Stay’ Update

Support Central Customers

CCSQ Support Central: Live Agent Chat ‘CARL’ Updates

On August 2, 2024On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will remove the ‘Event Name’ field when using the ‘Insert and Stay’ functionality to create notifications. This update will prevent the creation of multiple notifications that have duplicate event names.

Affected Customers: CCSQ ServiceNow Service Center and Help Desk Agents

CCSQ ServiceNow Case Form Update: ‘Convert to Incident’ Links

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will update all case forms so that the ‘Convert to Incident’ links will only appear in the ‘Related Links’ list when the ‘Assigned to’ field is populated. For iQIES/QIES case forms, the ‘Convert to Incident – Resolve Case’ link will be used. This will only allow assigned cases to be escalated to incidents.

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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• • ‘Demote Major Incident’

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For more information, review the Knowledge Article titled, Major Incident Functionality. Note: To view Knowledge Articles,

The 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

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.

Knowledge 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.

Affected Customers: CCSQ ServiceNow

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

System Team

CCSQ ServiceNow: Subscription Management Update

On August 2, 2024, at 8:30 PM ET, CCSQ 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 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 On 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 emailedthe 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 1135 Waiver Report Customers  

The following 1135 Waiver updates are scheduled as follows:

• 1135 Waiver: Post PHE Reporting – State, Territories, and District Reports

ADO Support Groups

CCSQ ServiceNow: Case Centric Script Update

On August 2, 2024, On 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 

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, On 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.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.

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The following enhancements will be completed during this iteration:

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

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

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

The improvements include:

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

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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 3, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

The following maintenance tasks will be completed during this iteration: 

Affected Customers: CCSQ ServiceNow Agents

Agent Workspace Updates

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

Affected Customers: IT Services Catalog Customers

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

On July 3, 2024On 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:

• 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:

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

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

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central - Track a Ticket Word Wrapping Update

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

The following areas/fields will be corrected:

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

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

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

 Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow Instance Cloning Process Update

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

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Affected Customers: CCSQ ServiceNow Agents

Agent Workspace Update: QPP Cases

On June 20, 2024,

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”

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. 

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

an update in Agent Workspace. When an agent tries to change the assignment group of a QPP case, additional fields will populate beneath the assignment group field. The fields include:

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

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

Affected Customers: 1135 Agents and Group Managers

CCSQ ServiceNow: 1135 Waiver Form 508 Updates

On June 20, 2024, 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

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.”

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).’

The following enhancements

will be completed during this iteration:

Affected Customers: QSEP Portal Customers

CCSQ ServiceNow Training Team and ServiceNow System Team

TRAIN Environment Clone Process Update for CCSQ Service Center Training Group  

: QSEP Portal Enhancements

On May 23, 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.

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

Affected Customers: Knowledge Base Managers

Knowledge Article Base Rule Update

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

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Call Scheduling Enhancements

On May 23, 2024,

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

On 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

On 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

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

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.

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Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Track a Ticket Security Code Update

On May 23, 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.

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

Affected Customers: : CCSQ ServiceNow Internal Users

Onboarding Catalog Item Update: HIDS OPS-Active Directory Removed

On 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.

Affected Customers: CCSQ Service Center Agents

Aging Tickets Not Updated Prior to 2022 to Be Closed

On 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.

Affected Customers: CCSQ ServiceNow Systems Team and Architects

CCSQ Support Central Live Agent Chat Update: Profanity Filter Plugin

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, On 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.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 Architects, Administrators, and Security

Restrict JavaScript in iFrame Content Blocks

System Team

Cloudbees/Jenkins Integration Decommission

On May 9, 2024, On 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 attacksdecommission 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 Architects, Administrators and Security

CCSQ ServiceNow Connection to AppOmni Retired

Q&A Portal Customers

Question & Answer (Q&A) Portal: IPFQR and PCHQR Program Subtopic Updates

On May 9, 2024, 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. 

update the Q&A Portal for the IPFQR and PCHQR program subtopics as follows:

• New subtopics for the ‘IPF - Inpatient Psychiatric Facility’ program under the ‘HBIPS’ topic will be routed to Assignment Group ‘Public QA - HIP Support’.:
  • Health Equity Measures
    • Facility Commitment to Health Equity
    • Screening for Social Drivers of Health
    • Screen Positive Rate for Social Drivers of Health
  • New topic for the ‘IPF - Inpatient Psychiatric Facility’ program above ‘Screening for Metabolic Disorders’ will be routed to Assignment Group ‘Public QA - HIP Support’:
    • Psychiatric Inpatient Experience (PIX) Survey

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• Updated subtopics for the ‘PCH - Cancer Hosp. Quality Reporting’ program under the ‘Health Equity Measures’ topic will be routed to Assignment Group ‘Public QA - HIP Support’:
  • Hospital Commitment to Health Equity (rename from ‘Facility Commitment to Health Equity’)
  • Screen Positive Rate for Social Driversof Health
  • Screening for Social Drivers of Health

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Affected Customers: Division of Value, Incentives and Quality Reporting (DVIQR) and Hospital Hardship Submitters

2024 Medicare Promoting Interoperability (PI) Program Hardship Exception Application Form

On Tuesday, April 30, 2024, 9:00 PM ET, the annual updates were completed to the PI Hospital Hardship Exception Application form to reflect the 2024 PI Hardship program.

The PI Hospital Hardship Exception Application for Critical Access Hospital (CAH) and Eligible Hospital (EH) submission windows are as follows:

• CAH: Opens May 1, 2024 – closes November 30, 2024
• EH: Opens May 1, 2024 – closes September 30, 2024

Reports and Dashboard were also updated to reflect the 2024 PI Hardship program reporting requirements.

For more information, review the Knowledge Article titled Medicare Promoting Interoperability Program Hardship Exception Application. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ Services and Operations Support (SOS) Team

CCSQ ServiceNow: Targeted Comms Mailer Recipient List Update

On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the CCSQ ServiceNow Targeted Comms Mailer so that the recipients list in Targeted Comms will match the list of members in the selected recipient list

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