Page History

CCSQ ServiceNow Version Upgrade from Utah to Washington DC

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow will begin the upgrade from the Utah version to the Washington DC version tonight at 8:30 PM ET. This upgrade will not cause any system downtime, and customers will be able to continue using CCSQ ServiceNow while the upgrade is implemented.

CCSQ ServiceNow is upgraded annually to ensure that CCSQ ServiceNow customers have continued access to support services and the latest ServiceNow features.

The Release Notes for upgrading from Utah to Washington DC can be found on the ServiceNow website.

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

• 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.

• The ‘End Conversation’ button will now be available at all times instead of just when ‘CARL’ is awaiting input from the customer.

Affected Customers: HQR Idea Managers and Submitters

CCSQ Support Central: HQR Idea Portal

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

• HQR ‘Create Idea’

• 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.

• 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.

• 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.

For more information, review the Master Article – HQR Idea Portal and related Knowledge Articles in CCSQ ServiceNow, after the update is completed on August 2, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ ServiceNow Knowledge Base Customers, Managers and Owners

CCSQ ServiceNow: Knowledge Notification Structure

On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Knowledge Article process when a Knowledge Manager adds a work note to respond to a customer comment. Activating Notifications will ensure that all Ownership Group members are immediately notified when an action is needed or has been taken on an article that they own. The new notification structure will reduce the likelihood that a required action is missed by the Ownership Group.

New Notifications:

• Knowledge Base in ‘Active Status’
  • A notification will be triggered to notify Knowledge Managers and Owners when a Knowledge Base is activated. The Knowledge Base will be available immediately so customers can view the Knowledge Articles.

• 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.

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.  

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.’

• The description field on the ‘Incident’ form will be relabeled from ‘Work Note’ to ‘Reject Reason for rejecting the ‘Major Incident Candidate’.

• 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’

• • ‘Reject Major Incident Candidate’

• • ‘Demote Major Incident’

For more information, review the Knowledge Article titled, Major Incident Functionality. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ ServiceNow System Team

CCSQ ServiceNow: Subscription Management Update

On August 2, 2024, 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:”

Affected Customers: ESS Portal Customers

ESS Portal: Self-Service Portal ‘Incident Form’ Update

On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the required fields on the ‘Incident Form’ on the ESS portal. The ‘Incident Form’ did not have the required fields marked previously and this change will prevent incidents from being created if required fields aren't populated.

Affected Customers: CCSQ ServiceNow ADO Support Groups

CCSQ ServiceNow: Case Centric Script Update

On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Case Centric Script to add the Assignment Group of the Case to the 'Group_List' field of the Incident when it is created from a Case. This update will reduce customer confusion and ensure the original Assignment Group on the Case retains visibility to the Incident created from the Case.

Affected Customers: CCSQ ServiceNow System Team

CCSQ ServiceNow: QPP Incident Creation for Automation Failure

On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will create a new automation workflow process for failure of API call to QPP. The new automation workflows will have a process so that if the automation fails, an incident will be created to help resolve the QPP-->ServiceNow API Integration.

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, 2024, at 8:30 PM ET, 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.

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: CMS QIO Program (CQP) Updates

On July 18, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the following CQP Program information in CCSQ Support Central:

• ‘About Us’ Page:
  • Customers will be able to learn more about the CQP Program Information on the ‘About Us’ page of the CCSQ Support Central site.

• Assignment Group (ADP-CQP) Creation/Jira Integration
  • Customers will be able to Integrate with Jira using the existing ‘QSXA’ project so that their tickets are routed in Jira for the support team to review and work on their case.

• CARL/Virtual Agent
  • Customers will be able to see CQP Program Information added in CARL so that they know what program to select from when engaging in Live Chat.

• CQP Line of Business Contact Information
  • Customers will be able to view information for the CQP Program in the ‘Contact Us’ page of the CCSQ Support Central site so that they know how to reach out for assistance.

• ‘Create a Ticket’:
  • Customers will be able to create a ticket in the CCSQ Support Central portal and track their ticket with the new CQP program.

• ‘Create a Ticket/Track A Ticket’ Survey
  • Customers may be prompted with an optional survey when creating or tracking a ticket. Customers will be able to see the ‘CQP-CMS QIO Platform’ added to the listed programs within the survey.

• Inbound Emails
  • When an inbound email is routed from the mailbox cqp@cms.hhs.gov an ES case will be created and assigned to SOS.

• ‘Schedule a Call’
  • Customers will be able to select the ‘CQP - CMS QIO Platform’ option in the ‘Program’ drop down when Scheduling a Call so that customers know that their request is being routed to the correct queue.

The following maintenance tasks will be completed during this iteration: 

Affected Customers: CCSQ Service Center and ServiceNow Customers

CCSQ ServiceNow: User and Org Mgmt Cleanup for Quality Payment Program (QPP)

On July 18, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement next steps of User and Org Management cleanup effort for customers, contact, and organization management to improve overall contact process.

• Deactivate Current Customer Business Rules:
  • QPP-AcctRELtoPartner-OnBehalfOf
  • QPP-AcctRELtoPartner
  • QPP-ContactRELtoPartnerContact
  • QPP AddNewPartnerAccount
  • QPP-ContactRELtoPartnerContact-OnBHalfOf
  • QPP AddNewPartnerAccount-OnBehalfof
  • Contact Relationship
  • Account Relationship
• Empty Current Tables:
  • Contact Relationship
  • Account Relationship

Affected Customers: CCSQ ServiceNow CCOM Security Analysts

CCSQ ServiceNow: 14-Day Audit Report/90-day Audit Report Update

On July 18, 2024, at 8:30 PM ET, CCSQ ServiceNow will automate the 14-day and 90-day Audit Request process. Currently, the reporting and delivery of the reports is a manual process and by automating, will reduce burden on the Security Team.

Affected Customers: CCSQ ServiceNow IT Services Catalog Customers

CCSQ ServiceNow: IT Services Catalog Cloud AWS Compute Services Update

On July 18, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the IT Service Catalog > Cloud > AWS Compute Services > EC2 Instance (Create Build/Resizing/Decommission).

Select Create EC2 Instance, under ‘Instance Operating System’, three new options have been added:

• Amazon Linux 2023
• Windows 2019
• Windows 2022

Affected Customers: CCSQ ServiceNow Agents

CCSQ ServiceNow: Agent Workspace Updates – Account Reference Field

On July 18, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Agent Workspace Case Forms to include City/State/Zip/CCN# referenced in the popup when searching on the Account # field. The City/State/Zip were previously removed but this update will provide improved account visibility to customers.

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

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

 For more information, review the Knowledge Article titled, AD Password Reset, after the update is completed on July 3, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

The following maintenance tasks will be completed during this iteration: 

Affected Customers: CCSQ ServiceNow Agents

Agent Workspace Updates

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

Affected Customers: IT Services Catalog Customers

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

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

The following maintenance tasks will be completed during this iteration:

Affected Customers: IT Service Catalog Customers

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

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

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

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central - Track a Ticket Word Wrapping Update

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

The following areas/fields will be corrected:

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

The following areas/fields will be corrected:

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

Affected Customers: IT Service Catalog Customers

CCSQ ServiceNow Service Catalog - AWS Access Request Form URL Update

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

Affected Customers: CCSQ ServiceNow Systems Team

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

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

Catalog Items:

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

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central – Sort Filter Fix on Ticket Information Screen

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

• Alphabetical Progression
• Date Created
• Last Updated

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

Affected Customers: CCSQ ServiceNow Administrators and Security Team

Deactivate Menu Option for Instance Security Center

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

 Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow Instance Cloning Process Update

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

Affected Customers: CCSQ ServiceNow Agents

Agent Workspace Update: QPP Cases

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

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

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

Affected Customers: 1135 Agents and Group Managers

CCSQ ServiceNow: 1135 Waiver Form 508 Updates

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

• Org Categories ‘Other’ Field

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

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

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

The following enhancements will be completed during this iteration:

Affected Customers: QSEP Portal Customers

CCSQ ServiceNow: QSEP Portal Enhancements

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

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

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

The QSEP Catalog Items will be updated with the following:

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

• The following ‘Watchlist’ functionality will be implemented:

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

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

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

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

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

• ‘Ticket Reopened’

• ‘Additional Information Requested’

• ‘Added as a Watchlist Recipient’

• ‘Case Resolved – Watchlist Recipient’

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

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

Affected Customers: 1135 Waiver Submitters and 1135 Waiver Administrators

CCSQ ServiceNow: 1135 Assignment Group Updates

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

Affected Customers: Knowledge Base Managers

Knowledge Article Base Rule Update

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

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Call Scheduling Enhancements

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

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

‘Schedule a Call’ enhancements include:

• CCSQ Support Central Home Page Updates

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

• Webform Updates to the ‘Schedule a Call’ Page

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

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

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

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

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

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

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

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

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

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

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

For more information, review the Knowledge Article titled Call Scheduling Enhancements after the update is completed on May 23, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.

Affected Customers: CCSQ ServiceNow Portal Customers

CCSQ ServiceNow Portal Updates: Session Timeout

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

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

Session Inactivity Notice

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

Session Timeout

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

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

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Agentsand ADO Managers

SLA Incident Reporting Update

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

________________________________________________________

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Track a Ticket Security Code Update

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

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Affected Customers: IT Service Catalog Customers

Decommission Service Catalog Category, Sub-Category and Catalog Items

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

• The following categories are being decommissioned:

• Desktop Services
• Design

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

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

The following enhancements will be completed during this iteration:

Affected Customers: All CCSQ ServiceNow Platform and Portal Customers

Standardized Phone Number Extension and Email Confirmation Fields

On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will add phone number extension and email confirmation fields throughout the platform and portals.  The update will provide conformity that will enhance the customer experience, minimize confusion, and lead to more intuitive and user-friendly interfaces.

• An email confirmation field will be added to validate that the email address is entered correctly. Corrections made to the email’ field will auto-delete all content in the email confirmation field.
• A phone number extension field will be added.
• The following portals will be updated with the new fields: 
  • Agent Workspace
  • CCSQ Support Central: Create a Ticket
  • CCSQ Support Central: Track A Ticket
  • ESS Portal and catalog items
  • iQIES HCD Research Form (Does not have a telephone number field. Added the ‘Confirm Submitter email’ field only.)
  • Q&A Portal 
  • 1135 Portal

Affected Customers: CCSQ ServiceNow Service Center and Help Desk Agents

CCSQ Support Central: Case Reopen Notifications

On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Case Reopened notifications. One notification will be sent internally to the assigned agent and watchlist users, and the second notification will be sent externally to the Contact. This will prevent customers from receiving individual agent email addresses and agents receiving PHI/PII information from the customer.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow System Team

Cloudbees/Jenkins Integration Decommission

On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will decommission the Cloudbees/Jenkins Integration with ServiceNow to connect and insert the change requests. All related components will be deactivated, such as users, application menus, modules, and transform maps.

Affected Customers: CCSQ ServiceNow Q&A Portal Customers

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

On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Q&A Portal for the IPFQR and PCHQR program subtopics as follows:

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

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

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

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

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

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

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

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

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

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

CCSQ ServiceNow: Targeted Comms Mailer Recipient List Update

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