ISG Playbook
APIs
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This update will provide consistency between the Create Incident form and the Miscellaneous Request form on the ServiceNow Portal and will now match the Incident form in ServiceNow platform.
Affected Customers: CCSQ Service Center Agents
Agent Workspace Update: New ‘Create New Subject” Button for Case Types
On Friday, April 14, at 8:30 PM ET, 2023, CCSQ ServiceNow will add a new button to Agent Workspace titled ‘Create New Subject’ to provide certain Agents this functionality for all Case types. This applies to Agents with the ‘Case_subject_admin’ role.
Affected Customers: CCSQ ServiceNow System Team
ATF Test Suite for Custom CCSQ ServiceNow Products
On Friday, April 14, at 8:30 PM ET, 2023, CCSQ ServiceNow will implement the CCSQ ServiceNow Products Child Test Suite to:
- Reduce testing effort
- Improve maintenance of test suites
- Reduce issue resolution time associated with:
- Upgrades
- Patches
- Enhancements
- Business critical customizations
This feature creates the Child Test for Custom CCSQ ServiceNow Products that is included in the parent Master ATF Test Suite.
Affected Customers: iQIES Service Center Agents and Managers
iQIES Jira Integration Update: iQIES Incidents to Trigger ServiceNow SLA
On Friday, April 14, at 8:30 PM ET, 2023, CCSQ ServiceNow will implement an update to iQIES Incidents in Jira used to track iQIES Tier 3 tickets. The information entered in the Incident ‘Additional comments (Customer visible)’ field in Jira will automatically update ServiceNow to trigger the 2-day response Service Level Agreement (SLA).
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Affected Customers: CCSQ Support Central Customers
EPCS Phone Number Update
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AppOmni Update: Email Spam Scoring and Filtering System Setting Rule
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Backdate Separation Date on Individual Contractor Offboarding Requests
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Assignment Group Update: ‘HIDS AiOps Operations and Support’ Assignment Group Renamed
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Affected Customers: CCSQ ServiceNow System Team
ITSM ATF Updates to Incident Management Test Suite
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The following 8 test scripts will be corrected and added to the Test Suite:
- 1 Incident Resolved as Spam - Update Contact
- 2 Incident - Resolve As SPAM
- 3 Incident Internal Notification Footer
- 4 Splunk Support Incident
- 5 Incident: Info messages on Banner
- 6 HQR - Convert to Incident
- 7 EQRS - Convert to Incident
- 8 DAMOD - Incident Survey
The following Test scripts are not valid and will be removed from the Test Suite:
- Fails because no form is open
- Incident: Priority Field Validation
- INCIDENT MGMT: Copy Incident - CMS
- INCIDENT MGMT: Reopening an Incident - CMS
- INCIDENT MGMT: Parent and child Incident state sync up after reopening an Incident - CMS
- INCIDENT MGMT: Parent and child Incident state sync up - CMS
- INCIDENT MGMT: Incident State flow - CMS
- INCIDENT MGMT: Incident Response SLA - CMS
- INCIDENT MGMT: Incident Resolution SLA - CMS
- INCIDENT MGMT: Incident creation - Self service - CMS
- INCIDENT MGMT: Incident Assignment - CMS
- INCIDENT MGMT: Create Standard Change from Incident - CMS
- INCIDENT MGMT: Create Problem from an Incident - CMS
- INCIDENT MGMT: Create Normal Change from an Incident - CMS
- INCIDENT MGMT: Create Knowledge from an Incident - CMS
- INCIDENT MGMT: Create Emergency Change from an Incident - CMS
- INCIDENT MGMT: Create child Incident using UI action and verify its fields - CMS
- INCIDENT MGMT: Copy Incident from a Closed Incident - CMS
- INCIDENT MGMT: Create Knowledge from an Incident – CMS
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ES Case Updates
On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to ES Cases:
- Manual Proofing Cases and Edit ServiceNow Assignment Group Requests Update: Route to SOS
Manual Proofing Cases and Edit ServiceNow Assignment Group Requests were incorrectly assigned to “HIDS Security IAM.“
This change will update the routing of Manual Proofing Cases and Edit ServiceNow Assignment Group Requests as follows:
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- 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:
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- 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.”
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| title | March 24, 2023 |
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The following enhancements will be completed during this iteration:
Affected Customers: CCSQ ServiceNow Customers and Agents
“QualityNet Support Center” Renamed “CCSQ Services and Operations Support”
On Friday, March 24, at 8:30 PM ET, 2023, “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.
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CCSQ Support Central: New SECINC Warning Message
On Friday, March 24, at 8:30 PM ET, 2023, 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
On Friday, March 24, at 8:30 PM ET, 2023, 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, at 8:30 PM ET, 2023, 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 maintenance tasks will be completed during this iteration:
Affected Customers: CCSQ ServiceNow Training Team and ServiceNow System Team
TRAIN Environment Clone Process Update for CCSQ Service Center Training Group
On Friday, March 24, at 8:30 PM ET, 2023, 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.
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CCSQ Support Central Update: Track-a-Ticket “no tickets found” Message
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This update will reduce the queries to the CCSQ Service Center about the Track-a-Ticket function.
Affected Customers: CCSQ ServiceNow System Team
Master Suite Structure Update
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| title | March 10, 2023 |
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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
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- 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.
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PlatCore LMS Decommission
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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
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Affected Customers: CCSQ ServiceNow System Team and HIWAVE Customers
CCSQ ServiceNow Update: San Diego Patch 10 Hot Fix 1 Upgrade
On Saturday, March 11, 2023, CCSQ ServiceNow will be updated to include the San Diego Patch 10 Hot Fix 1 upgrade as scheduled in HIWAVE as a part of the monthly patching program. Skipped list will be manually adjusted as needed.
ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities.
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| title | February 24, 2023 |
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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.
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IT Service Catalog Update: Hover Text Added to Edit ServiceNow Assignment Group Membership
On Friday, February 24, 2023, CCSQ ServiceNow will update the Edit ServiceNow Assignment Group Membership item by adding help text when hovering over the ‘Add’ buttons to provide the customer instructional text on how to complete the Add Members and Remove Members sections.
Affected Customers: CCSQ ServiceNow Customers
QualityNet Question and Answer (Q&A) Update: New ‘State’ Field on Inpatient Quality Reporting Programs (IQR)
On Friday, February 24, 2023, CCSQ ServiceNow will add a new ‘State’ field dropdown in the Questions Details section of the QualityNet Question and Answer (Q&A) Site.
A ‘State’ dropdown field (required) will be added to the Question Details section when a customer selects:
- Program: IQR - Inpatient Quality Reporting
- Topic: Hip/Knee PRO-PM
- Country: United States
The State value captured on the Q&A form will be saved to the Case form and available in the platform and Agent Workspace.
This will allow CMS to better understand the population asking questions and route additional support requests to resources in their state if other assistance is requested.
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1135: Public Health Emergency (PHE) Update – Inquiry/Waiver Only Options
On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update that allows 1135 Administrators to set a PHE to Inquiry only, Waiver only, or both.
A new checkbox titled 'Other Waiver Request Type Needed' will display on the Public Health Emergency page in the Field Message tab when the ‘Applicable to Waiver Request’ checkbox is checked. When both checkboxes are checked, the ‘Waiver/Flexibility Request Type’ and the ‘Describe your 1135 Waiver/Flexibility Request’ fields on the form must be completed.
Affected Customers: 1135 Waiver Report Customers, 1135 Waiver Administrators, and 1135 Group Managers
1135: Supporting Document Reports - Withdrawn/Denied
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This update will provide customers with the most accurate information available about the Case(s) that have been submitted by filtering out records that are not applicable to the notifications listed above.
Affected Customers: SOG, 1135 Triage, 1135 Group Manager, 1135 Administrator, 1135 Comprehensive Reviewers and Escalation Analyst
1135: Access Control List (ACL) for Blanket Waiver Field on Case Form
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- The 1135 Customer/1135 Triage/1135 Escalation Analyst roles cannot modify the ‘Blanket Waiver’ field directly. The field value will be changed automatically upon selecting the Waiver Request Type.
- The 1135 Admin/1135 Group Manager/1135 Comprehensive Reviewer roles will be able to modify the ‘Blanket Waiver’ field directly or upon changing the Waiver Request Type.
The following maintenance tasks will be completed during this iteration:
Affected Customers: CCSQ ServiceNow System Team
1135: Inbound Email Action for Parent/Child Waivers Script
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Affected Customers: : CCSQ ServiceNow Internal Users
Onboarding Catalog Item Update: HIDS OPS-Active Directory Removed
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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
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.
Affected Customers: CCSQ ServiceNow Architects, Administrators, and Security
Restrict JavaScript in iFrame Content Blocks
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This will close out an existing POAM and provide a more secure platform from malicious attacks.
Affected Customers: CCSQ ServiceNow Architects, Administrators and Security
CCSQ ServiceNow Connection to AppOmni Retired
On Friday, February 24, 2023, at 8:30 PM ET, CCSQ ServiceNow will retire the connection to AppOmni. ServiceNow will disable and remove all groups and roles from the AppOmni User and remove ServiceNow in AppOmni since it is no longer needed.
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| title | February 10, 2023 |
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Agent Workspace Update – Knowledge Base Interface
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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
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Affected customers: CCSQ ServiceNow Team
ATF Test Suite for the Master Test Suite Update
On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will deploy software and configurations to implement the following:
- Master Test Suite will be created and deployed.
- The following Child Test Suites will be created and associated with the Master Test Suite as the parent:
- Custom HCQIS ServiceNow Products
- CSM
- ITSM
- Core
- Integrations
- Reporting
- Managed Documents
The following maintenance tasks will be completed during this iteration:
Affected Customers: CCSQ ServiceNow Team
CCSQ ServiceNow – San Diego Patch 9a and 10 Upgrades
CCSQ ServiceNow production environment will be updated to include the following patch upgrades:
- San Diego Patch 9a Upgrade on Saturday, February 11, 2023, at 6:00 AM ET
- San Diego Patch 10 Upgrade on Sunday, February 12, 2023, at 6:00 AM ET
ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities.
Affected Customers: CCSQ ServiceNow Customers
IT Services Catalog Update – HCQIS CI/CD Reference Links and Labels
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Additionally, the URL link and label will be updated from ‘HCQIS CI/CD Reference’ to ‘HIDS CI/CD Tools’ for all the applicable areas under the Tool Access Request, ADO Support Request, and ADO Support Incident catalog items.
Affected Customers: CCSQ Service Center Agents
Agent Workspace Update – New Account and/or New Contact Error Messages
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CCSQ Support Central – Service Center Hours of Operations Update
On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central by adding the hours of operation for the CCSQ Service Center and Live Chat/Virtual Agent to the Contact Us page. The Contact Us page will also include a list of the Federal Holidays when the Service Center is closed.
Affected customers: CCSQ Service Center Agents
CCSQ ServiceNow Update – Active User Reconciliation Process
On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will modify the reconciliation process to look at active user records to identify duplicate user and contact records. Reconciliation will only occur if there are duplicates with at least 1 active user record with that email, reconciling to the active record.
Improvements to the reconciliation process are made to eliminate the duplicate records in the user table and decrease calls to the Service Center.
Affected customers: 1135 Waiver Administrators, 1135 Comprehensive Reviewer, 1135 OPOLE Administrators, and 1135 Group Managers
1135 Waiver Updates (Echo)
On Friday, February 10, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to 1135 Waivers:
- Inbound Email Action for Parent/Child Waivers
When an inbound email response is received on a parent/child waiver in the ‘Resolved’ or ‘Closed’ state, the email will be attached to the parent/child waiver. A notification will be sent to the 1135 Comprehensive Reviewer and 1135 Group Manager that an email response was received on a resolved or closed parent/child waiver and needs to be reviewed. The inbound email response will not automatically re-open a case.
- Re-open a ‘Resolved’ or ‘Closed’ General Waiver
The ‘Re-open’ button will be visible to the 1135 Administrators, 1135 Comprehensive Reviewer, and 1135 Group Managers when a General Parent Waiver is in the ‘Resolved’ or ‘Closed’ state. When clicked, the General Parent Waiver will be moved to the ‘Comprehensive Review’ state.
The ‘Re-open’ button will be visible to the 1135 Administrators, 1135 Comprehensive Reviewer, and 1135 Group Managers when a General Child Waiver is in the ‘Resolved’ or ‘Closed’ state When clicked, the General Child Waiver and its associated General Parent Waiver will be moved to the ‘Open’ state.
Upon clicking the ‘Re-open’ button, a message will display requiring the 1135 Administrator, 1135 Comprehensive Reviewer, or the 1135 Group Manager to enter a mandatory work note describing why they are re-opening the General Parent Waiver or the General Child Waiver.
- 1135: OPOLE PHE – Re-open a ‘Closed’ Inquiry
The ‘Re-open’ button will be visible to 1135 Administrators, 1135 OPOLE Administrators, and 1135 Group Managers when an Inquiry is in the ‘Closed’ state.
Upon clicking the ‘Re-open’ button, a message will display requiring the 1135 Administrators, 1135 OPOLE Administrators, or 1135 Group Managers to enter a mandatory work note describing why they are re-opening the Inquiry.
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| title | January 20, 2023 |
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The following enhancements were completed during this iteration:
Affected Customers: CCSQ Service Center Agents and CCSQ Support Central Customers
CCSQ Support Central Update – SMS Texts for Tracking an Existing Ticket
Starting Monday, January 23, 2023, CCSQ Support Central customers will be able to use SMS messaging when requesting to track existing ticket(s).
This new feature provides the following benefits to CCSQ Support Central Customers:
- An additional convenient, customer-friendly authentication method via text message
- Eliminates the need to navigate between the CCSQ Support Central website and email to get the one-time password (OTP) for identification
View the CCSQ Support Central Guided Tour to learn how to register your mobile device.
For more information, access the Master Article for CCSQ Support Central in CCSQ ServiceNow and review the following Knowledge Articles:
- CCSQ Support Central Track an Existing Ticket
- How to use the Mobile Device Option for Tracking an Existing Ticket in CCSQ Support Central
Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.
Affected Customers: CCSQ ServiceNow Customers
New Q&A Portal Topic – Hospital Commitment to Health Equity Measure
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This enhancement to the Q&A portal will improve customer interactions and help reduce response time by directing questions to the appropriate IQR group.
Affected customers: CCSQ ServiceNow Internal Customers and Service Center Agents
Security Incident Verbiage Update
On Friday, January 20, 2023, at 8:30 PM EDT, CCSQ ServiceNow will update the verbiage message that submitters receive when creating a Security Incident in the CCSQ ServiceNow platform and Service Portal when they are not listed as the Reporter. The new message reads, “Your Security Incident has been successfully submitted.” to acknowledge the incident submission and avoid any customer confusion.
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Affected Customers: CCSQ ServiceNow Customers
CCSQ Support Central Update – PRA Disclosure Information in Footer
On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a link to the CCSQ Support Central Portal footer to include PRA Disclosure information. The PRA Disclosure Statement will be displayed as a pop-up window when the customer selects the link.
Affected customers: CCSQ ServiceNow Internal Customers
IT Services Catalog Update – ‘Request on your Behalf’ Notification for Multiple Requests Submitted at Once
On Friday, January 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the IT Service Catalog ‘Request on your Behalf' Notification. The customer will receive a single email detailing all the requested changes when submitting multiple requests at once for adding/removing members from assignment groups in the IT Services Catalog/Assignment Group Management/Edit ServiceNow Assignment Group Management Catalog Item.
For more information, review the Knowledge Articles titled: Edit ServiceNow Assignment Group Membership Catalog Item and Assignment Group Management Catalog Items in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.
Affected Customers: CCSQ ServiceNow Contractors and CCSQ Services and Operations Support (SOS) Team
New IT Services Catalog Item – Individual Contractor Offboarding Request and Process
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This update will eliminate process confusion for customers and decrease the amount of time required to offboard an individual from a contract by standardizing the process and creating a centralized repository for capturing this data.
The new individual contractor offboarding request process is as follows:
1. Any authenticated user can complete and submit the Individual Contractor Offboarding Request form via the IT Services Catalog >User Access and Password Reset> Individual Contractor Offboarding Request.
2. The offboarding request generates a task for CCSQ Services and Operations Support (SOS) to review and validate the request with the authorized Security Official (SO) and complete the offboarding process to remove roles and entitlements for the identified individual contractor.
The following maintenance tasks will be completed during this iteration:
Affected Customers: CCSQ ServiceNow Internal Customers
Remove ‘Configuration Item’ Field on Incident and Major Incident Form
On Friday, January 6, 2023, at 8:30 PM EDT, CCSQ ServiceNow implemented an update to remove the ‘Configuration Item’ field on the Major Incident Management and Incident forms.
Affected Customers: CCSQ ServiceNow Customers
New CCSQ Support Central Guided Tour Video
On Thursday, January 12, 2023, at 5:00 PM EDT, CCSQ ServiceNow updated the CCSQ Support Central Guided Tour page to display an updated "How to Use the Self-Service Portal" video.
Affected Customers: CCSQ ServiceNow Internal Customers
IT Services Catalog Update – New HIDS CI/CD Tools Link on ADO Onboarding Request Catalog Items
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Agent Workspace Update – First Call Resolve Work Notes
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Affected customers: CCSQ ServiceNow Team
AppOmni Update – Packages Call Removal Tool System Setting Rule
On Friday, January 20, 2023, at 8:30 PM EDT, CCSQ ServiceNow will improve security settings by implementing a configuration update to identify client-side API calls that will then be validated for authorization and restriction for sensitive object access.
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| title | January 6, 2023 |
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The following enhancements were completed during this iteration:
Affected customers: CCSQ ServiceNow Service Center Agents
- CCSQ ServiceNow Update – Adding Inactive Users or Contacts to Assignment Groups
On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to prevent the ability to add inactive users and contacts as members to an assignment group. The reference lookup used to add new members is pre-formatted to display the members available for the group. An error message is displayed if an agent changes the query and attempts to add inactive users or contacts.
- CCSQ ServiceNow Update – New ‘Channel’ Field to RITMs and Service Catalog Tasks
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The new ‘Channel’ field values are:
- Phone
- Self-Service
- Direct Entry
- SLACK
- System
The field is auto populated with the ‘System’ value for records created for HARP Approvals, FileCloud Approvals, and Role Removal User requests. The field defaults to ‘Self-Service’ for non-automated requests.
Affected customers: CCSQ ServiceNow SOS Team
Agent Workspace Update – ‘New’ Button for RITMS
On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an Agent Workspace update for offboarding request RITMS to allow the SOS team to create tasks by accessing the ‘New’ button.
This update will allow the SOS team to create a new task for offboarding request RITMs when they require a task assigned to the Atlassian or AD team without toggling between ServiceNow Platform and Agent Workspace to complete this action.
Affected customers: CCSQ ServiceNow 1135 Waiver Report Agents and Administrators
1135 Waiver Report Update – New ‘Waiver Count Type’ Column
On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an 1135 Waiver Report update to add a column (with drop-down options) titled ‘Waiver Count Type’ in the Waiver Reports Table to produce accurate reports.
The information captured in the 'Waiver Count Type' column will allow 1135 Waiver Report Agents and Administrators to filter between 'All Waivers', ‘All Inquiries’, and 'NATCEP Waivers' that are used for Dashboards and Reports.
The following maintenance tasks will be completed during this iteration:
Affected customers: CCSQ ServiceNow Internal Customers
- Updated HARP Link on User Access and Password Reset Catalog Items
On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the URL link to HARP listed on the User Access and Password Reset catalog items. The changes apply to the information on the User Access form and the Application Password Reset form.
- Add CCSQ Support Central Knowledge Base to Self Service Portal
On Friday, January 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to make the CCSQ Support Central knowledge base articles available on CCSQ ServiceNow Self Service Portal.
Affected customers: CCSQ ServiceNow Team
CCSQ ServiceNow – San Diego Patch 9 Upgrade
On Saturday, January 7, 2023, at 6:30 AM EDT, CCSQ ServiceNow will be updated to include the San Diego Patch 9 Upgrade. As part of the ServiceNow Patching Program, ServiceNow automatically pushes patches to the environments. ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities.
Affected customers: CCSQ ServiceNow Internal Users and Customers
AppOmni Update – Prevent Screen Shots by Android Users
On Friday, January 6, 2023, at 8:30 PM EDT, CCSQ ServiceNow will improve security settings by implementing a configuration update to prevent screen shots by Android users.
Affected customers: CCSQ ServiceNow Service Center Agents
CCSQ ServiceNow Update – New ‘CXOne’ Text Field
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