QualityNet Jira will be unavailable on Tuesday, September 03, 2024, between 8:00 PM ET and 11:00 PM ET while the team performs a system upgrade. QualityNet Confluence will also be briefly unavailable between 8:00 PM ET and 8:30 PM ET.  If you have questions or concerns, please reach out to us in Slack at #help-atlassian.

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Release notes from more than 90 days ago are stored in the ServiceNow Release Notes Archive in the internal ServiceNow space. Users will need to log in to view these release notes, or email CCSQServiceNow@cms.hhs.gov. 

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titleRelease Notes


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titleJuly 28August 23, 20232024

CCSQ ServiceNow Version Upgrade from Utah to Washington DC

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow iQIES Customers and Service Center Agents

CCSQ Support Central: iQIES Idea Portal Launch

CCSQ ServiceNow will begin the upgrade from the Utah version to the Washington DC version tonight On Friday, July 28, 2023, at 8:30 PM ET. This upgrade will not cause any system downtime, and customers will be able to continue using CCSQ ServiceNow will implement the iQIES Idea Portal as part of CCSQ Support Central. The ServiceNow Idea Portal for iQIES will provide a central location to collect, curate, and promote ideas, enabling integration of customer feedback into future product development.

iQIES customers with valid HARP IDs will have access to the following iQIES Idea Portal functions:

  • View, submit, vote, and subscribe to ideas.
  • Collaborate using comments to discuss and exchange information on ideas.
  • Customers who subscribe to an idea receive a notification for any state change, comment, or reply to that idea keeping them informed about its status and progress.

ServiceNow licensed Idea Managers can use the idea portal to:

  • Manage submitted ideas.
  • Review and evaluate the submitted ideas and select the ideas that meet their requirements.
  • Selected ideas will be converted into Jira tasks with full integration between Jira and ServiceNow during the development cycle of the idea.

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

Affected Customers: CCSQ ServiceNow Service Center Agents and Managers

CCSQ ServiceNow:Incident Watchlist Notification Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a new notification that is triggered when the caller adds a new comment to an Incident. The new notification is sent to all customers included in the Watchlist for the associated Incident. This will ensure that everyone on the Watchlist is kept current on the Incident work progression.

Affected Customers: 1135 Agents and Group Managers

1135 Waivers: PII/PHI Verification Update

while the upgrade is implemented.

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

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

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titleAugust 12, 2024

The following maintenance task has been completed:

Affected Customers: CCSQ ServiceNow Hospital Hardship Customers

Hospital Hardship Form Updates

On August 6, 2024, at 9:30 AM ET, CCSQ ServiceNow fixed an error with the Hospital Hardship form end dates. The application period for program year 2023 closes on August 31, 2024, for Eligible Hospitals (EHs) and November 30, 2024, for Critical Access Hospitals (CAHs).

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titleAugust 6, 2024

The following maintenance task has been completed:

Affected Customers: CCSQ ServiceNow CSM Configurable Workspace Agents

CCSQ ServiceNow: CSM Configurable Workspace Updates

On August 6, 2024, at 9:30 AM ET, CCSQ ServiceNow fixed an issue with the ‘Description’ field, ‘Create Case’ button and ‘Agent Assist’ pane in CSM Configurable Workspace. The ‘Description’ field was not displaying data for ES Case Type and the ‘Create Case’ button was not appearing for agents to select. The ‘Agent Assist’ pane appeared when it should not have, causing agents to toggle between screens. This fix will resolve the issues reported in CMS Configurable Workspace for agents.

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titleAugust 2, 2024

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, On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the 1135 process for identifying and reporting Personally Identifiable Information (PII) and Protected Health Information (PHI) on 1135 Cases.

Two new buttons have been added to the 1135 Case form:

  • The ‘Notify the Manager’ button is available to all 1135 Agents and is on the native view form that escalates the Case to an 1135 Group Manager for review and security incident creation. An email is sent to the manager to inform that PII/PHI data is found on the case.
  • The ‘Create Security Incident’ button is limited to the Group Managers. When the Manager opens a record with ‘Verify No PII/PHI’ field set to ’Has PII/PHI Data‘, the ’Create Security Incident’ action button navigates to the Create Security Incident Form.

This update will provide compliance support in the identification and remediation of PII/PHI when provided by the Submitter.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNowService CenterManagers

Agent Workspace: ‘Close Case’ Button Update

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, On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will update Agent Workspace, so Managers are able to close Cases by clicking the ‘Close Case’ button.

Affected Customers: CCSQ ServiceNow Change Request Submitters and Approvers

CCSQ ServiceNow: Change Request (CR) Approval Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the approval process stages that appear at the top of the Change Request record.  When the record advances to Government Technical Lead (GTL)/Business Approval after the 1st level approval is completed,  a green check mark will display next to each approval process stage when completed.

This check mark will provide a quick visual verification of the current approval stage of the CR.

Affected Customers: CCSQ ServiceNow IT Services Catalog Customers

CCSQ ServiceNow IT Services Catalog: ‘Priority’ Field in RITM/TASK Update

make the following updates to the Live Agent Chat ‘CARL’:

  • When the customer hovers over ‘CARL,’ a message will be shown to draw attention.

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  • The ‘CARL’ icon will be displayed on the CCSQ Support Central pages, allowing the customer to access Live Agent Chat from anywhere on the site.
  • The HARP redirect prompt will now be available to customers after core hours, not just during business hours.

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

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Affected Customers: HQR Idea Managers and Submitters

CCSQ Support Central: HQR Idea Portal

On August 2, 2024, On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to CCSQ ServiceNow Request Items (RITMs). The IT Services Catalog customers will now be able to change the ‘Priority’ field under TASK without impacting the ‘Priority’ field of the RITM.

Affected Customers: CCSQ ServiceNow Support Central Customers

CCSQ Support Central: Customer Satisfaction Surveys Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will extend the time between Customer Satisfaction Surveys presented to CCSQ Support Central customers. When CCSQ Support Central customers receive a Customer Satisfaction Survey for ‘Create a New Ticket’ and ‘Track an Existing Ticket’, they will not receive another survey request for 180 days.

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

2023 Medicare Promoting Interoperability (PI) Program Hardship Exception Application Form Update

On Tuesday, August 1, 2023, at 3:00 AM ET, annual updates will be completed to the PI Hospital Hardship Exception Application form for Eligible Hospital (EH) to reflect the submission window closing July 31, 2023.

NOTE: The PI Hospital Hardship Exception Application for Critical Access Hospital (CAH) submission window closes September 30, 2023.

Reports and Dashboard will also be updated to reflect the 2023 PI Hardship program reporting requirements.

Affected Customers: CCSQ ServiceNow Portal Customers and ServiceNow Knowledge Team

CCSQ ServiceNow Portal: Knowledge Base Update

On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the CCSQ ServiceNow Portal to include missing Knowledge Bases: EQRS Shared, EQRS Basic, and HQR/QNET.

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titleJuly 14, 2023

CCSQ ServiceNow Version Upgrade from San Diego to Utah

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow will begin the upgrade from the San Diego version to the Utah version tonight at 8:30 PM ET. The upgrade will be completed and available on July 17, 2023. 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.

Enhancements Included in the Upgrade

Customers can expect some new functionality with this upgrade, which introduces several new features in the ServiceNow Platform and the Service Portal as well as some enhancements to existing features.

Some of the new functionality includes:

  • Artificial Intelligence(AI)/Machine Learning(ML)
    • Natural Language Understanding enables the system to learn and respond to human-expressed intent
    • Task Intelligence uses machine learning to train solutions with your data and achieve important outcomes
  • The Next Experience UI
    • Enhanced AI Search across the platform
    • Theme Builder allows for consistent portal configuration with Human Centered Design thinking
  • Multi-language Support
    • Virtual Agent – Dynamic Language detection and machine translation in conversations
    • Service Portal – Ability to provide content in preferred languages using a locale selector
  • Knowledge Management
    • Improvements in search engine rankings to provide faster page load times
    • User-friendly URL structure makes finding articles easy

The Release Notes for upgrading from San Diego to Utah can be found on the ServiceNow website as well as the Utah Release Fact Sheet.

the HQR Idea Portal, and provide easy access via CCSQ Support Central. The ServiceNow Idea Portal for HQR will provide a central location to for HQR to collect, curate, and promote ideas, enabling integration of customer feedback into future product development.

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  • HQR ‘Create Idea’

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  • HQR Idea List
    • Provides a list of all ideas submitted which customers can filter through using the three drop downs. 
    • Customers can subscribe or unsubscribe. 
    • Customers can Upvote on ideas.
    • Customers can comment on ideas.

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  • HQR Idea Details
    • Customers can view the idea description and how the idea will benefit HQR.
    • Customers unsubscribe in this view.
    • For Idea Managers ONLY – Selecting the ellipsis in the top right corner which will open a view to the platform to work the idea through their process for consideration.

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  • HQR Idea Manager Platform View
    • This is where Idea Managers can edit ideas and move them forward in their decision process as to whether it makes it onto the HQR Backlog for development.

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For more information, review the Master Article – HQR Idea Portal and related Knowledge Articles in CCSQ ServiceNow, after the update is completed on August 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.

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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.

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titleJune 16, 2023

The following enhancement will be completed during this iteration:

Affected Customers: CCSQ ServiceNow QPP Service Center Team

QPP Case Form Update: New Field ‘ACO Legal Name’  

On Friday, June 16, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the QPP Case form in the ServiceNow Platform and Agent Workspace to include a new field titled, ‘ACO Legal Name.’ This new field will only appear when ‘Medicare Share Savings Program Accountable’ is selected from the ‘APM’ field. The value selected from the dropdown for the ‘ACO Legal Name’ field will populate the value in the ‘APM Entity ID’ field.

The following maintenance tasks will be completed during this iteration:

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

CCSQ ServiceNow Case Update: New Field ‘Office Contact’ : Major Incident Updates

On Friday, June 16, 2023August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update all Cases in the ServiceNow Platform.

  • The new field ‘Office Contact’ will be added to the ServiceNow Platform and Agent Workspace.
  • The new field will not be visible until the completion of SNOW-7118.
  • This update will set the stage for the remainder of the features under EPIC SNOW-4522.

Affected Customers: CCSQ ServiceNow Agents

CCSQ Support Central: Remove the "Priority" Field from View Ticket Activity

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, 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, On Friday, June 16, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update in CCSQ Support Central to remove the ‘Priority’ field from the View Ticket activity. The ‘Priority’ field will also be removed from all email notificationsupdate 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

1135 ATF End-to-End Master Regression Suite Test for Utah Upgrade

CCSQ ServiceNow: Restricted Access to Custom Tables

On August 2, 2024, On Friday, June 16, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the 1135 ATF End-to-End Master Regression Suite Testto reduce testing effort, improve maintenance of test suites, and reduce issue resolution time associated with the Utah upgrade.

This feature creates the Child Test Suites that are included in the parent Master ATF Test Suite.

Affected Customers: CCSQ ServiceNow System Team

ATF Test Suite Updates

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, 2024On Friday, June 16, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the following CCSQ ServiceNow Test Suites to reduce testing effort, improve maintenance of test suites, and reduce issue resolution time associated with the upgrades, patches, and enhancements:

  • ATF Test Suite for CSM
  • ATF Test Suite for Reporting
  • ATF Test Suite for ITSM

This feature creates the Child Test Suites that are included in the parent Master ATF Test Suite.

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titleJune 9, 2023

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

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow Change Request (CR) Workflow Update: New First Level Approval Group

On Friday, June 9, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Change Request (CR) Workflow so that CRs that include ‘ServiceNow’ as the ‘Configuration Item’ and ‘HIDS Ops-ServiceNow’ as the ‘Change Owners Group’ are routed to the CCSQ ServiceNow Contractor Approvers assignment group instead of the existing first level approval group (HIDS Change Manager - Approvals).

Affected Customers: QualityNet Question & Answer (Q&A) Portal Customers

Q&A Portal: New Topic ‘CMS Disparity Methods’

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, On Friday, June 9, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Case Centric Script to add a new topic to the Q&A Portal titled, ‘CMS Disparity Methods,’ under the following programs:

  • Inpatient Claims-Based Measures Program
  • ASC- Ambulatory Surgical Center- Quality Reporting Program
  • OQR- Outpatient Quality Reporting Program

Each of these programs will have the following ‘Contact Type’ dropdown options:

  • Research Organization
  • Consulting Company
  • Federal or State Government Agency
  • Hospital/Health System (including federal VA hospitals)
  • Insurance Company
  • Other organization (including non-hospital healthcare providers)
  • Patient/Advocate/Consumer/Family Caregiver
  • Quality Improvement Organization/Quality Innovation Network (QIO/QIN)

NOTE: The ‘Country’ and ‘State’ fields are mandatory when ‘CMS Disparity Methods’ is selected as the Topic.

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.

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titleJuly 18, 2024

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,

Upon submission, the ticket will then be routed to the ‘Public QA – CMS Disparity Methods’ assignment group.

Affected Customers: CCSQ ServiceNow Security Team

CCSQ ServiceNow: User ‘Last Login’ Update

On Friday, June 9, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a solution in ServiceNow to differentiate when the ‘Last login’ field was prompted by an approval email or a system login. The ‘Last Login Source’ field will populate ‘Email’ when the last login was prompted by an approval email.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow: San Diego Patch 10 Hot Fix 1b Upgrade

On Saturday, June 10, 2023, at 5:30 AM ET, CCSQ ServiceNow production environment will be updated to include the San Diego Patch 10 Hot Fix 1b upgrade.

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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titleMay 25, 2023

establish API Integration to simplify the ACO Data Retrieval process to auto-populate two fields on the ‘QPP Case form’ in ServiceNow. By developing and integrating an API, this relieves the QPP Team sending the monthly Excel report.

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Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: CMS QIO Program (CQP) Updates

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

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

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

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

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

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

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

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

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

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The following maintenance tasks will be completed during this iteration: 

Affected Customers: CCSQ Service Center and ServiceNow Customers

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

On July 18, 2024,

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers, Service Center Agents, and the Services and Operations Support (SOS) Team

CCSQ ServiceNow Update: Inactivity Rule

On Thursday, May 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update allowing approvers who use links in notification emails for processing approvals, to be exempt from the 90-day inactivity rule and remain active in ServiceNow. Their email approvals/denials will count as their last login, which will prevent their User account from being locked.

This update will improve the customer experience and approval process by eliminating the manual process and effort involved from both the customer and Service Center Agents to reactivate the User account.

Affected Customers: CCSQ ServiceNow Service Center and Help Desk Agents (except iQIES)

CCSQ ServiceNow Update: New Requirements for the ‘Work Notes’ Field

On Thursday, May 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update so that the ‘Work Notes’ field is no longer mandatory for all updates to Incident tickets.

The ‘Work Notes’ field will be required only for the following field changes:

  • Description
  • Caller
  • Business Service
  • State
  • Assignment Group
  • Assigned To

This will improve the agent’s experience by reducing the time needed to type Work Notes that were previously required on all Incident updates.

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: Data and Analytics Modernization (DAMOD) Team

Updates to JIRA Customer Account Line of Business Impacted for DAMOD Incidents

On Thursday, May 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the caller’s company information along with associated fields for the incidents for the ServiceNow/Jira integration. These updates will automate the Data and Analytics Modernization (DAMOD) Team’s process for gathering metrics and improve the identification of issues.

ServiceNow/Jira integration will be updated so the ‘Company’ field in the ServiceNow User/Contact record populates the ‘ServiceNow Caller Company’ field in JIRA for all ServiceNow/Jira Incidents.

Affected Customers: CCSQ ServiceNow System Team

ATF Test Suite for CCSQ ServiceNow Integrations Updates

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, On Thursday, May 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement the CCSQ ServiceNow Integrations 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 Integrations Child Test Suite that is included in the parent Master ATF Test Suite.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow Update: IT Services Catalog Items Removed

automate the 14-day and 90-day Audit Request process. Currently, the reporting and delivery of the reports is a manual process and by automating, will reduce burden on the Security Team.

Affected Customers: CCSQ ServiceNow IT Services Catalog Customers

CCSQ ServiceNow: IT Services Catalog Cloud AWS Compute Services Update

On July 18, 2024, On Thursday, May 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will remove the following items from update the IT Services Catalog:

  • Nexus IQ Server Access Request > SecDevOps > Tool Access Request
  • Nexus IQ Server Support Incident > SecDevOps > ADO Support Incident
  • Nexus IQ Server Support Request > SecDevOps > ADO Support Request 
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titleMay 12, 2023

Service Catalog > Cloud > AWS Compute Services > EC2 Instance (Create Build/Resizing/Decommission).

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

  • Amazon Linux 2023
  • Windows 2019
  • Windows 2022

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Affected Customers: CCSQ ServiceNow Agents

CCSQ ServiceNow: Agent Workspace Updates – Account Reference Field

On July 18, 2024,

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow HQR Service Center Agents

HQR Case Form Update: Two New Mandatory Fields

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the HQR Case form in the ServiceNow Platform and in Agent Workspace to include the following mandatory fields:Agent Workspace Case Forms to include City/State/Zip/CCN# referenced in the popup when searching on the Account # field. The City/State/Zip were previously removed but this update will provide improved account visibility to customers.

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titleJuly 3, 2024

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

                Image Added

  • 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,

  • ‘Which HQR support materials did you consult before contacting us?’ to include the following options: YouTube Video, FAQs, Not Applicable and Other (Add free text field here).
  • ‘Where in HQR are you having this problem?’ to include the following options: Access Management, Change organizations, Chart Abstracted, Claims-based measure, DACA, eCQM, eCQM Web-based Measures, HCAHPS, Hybrid Measures, Login, My Profile, New permissions, NOP, Performance reports, PI Admin Reports, PI Registration, Population and Sampling, Program credit, Program Management, Public reporting, Reporting requirements, Request Access, SO access, Status of a request, Support Content, Support videos, User access, Validation, Vendor Management, and Web-based Measures.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow Update: Jira Production Upgrade to v9.4.5

On 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.

Affected Customers: CCSQ ServiceNow Service Center Agents

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

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement 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

On 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.   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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titleJune 20, 2024

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

Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow ‘Insert and Stay’ Update

On 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.

Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow: San Diego Patch 10 Hot Fix 1a Upgrade

On Saturday, May 13, 2023, at 5:30 AM ET, CCSQ ServiceNow production environment will be updated to include the San Diego Patch 10 Hot Fix 1a upgrade.

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 Service Center Agents

CCSQ ServiceNow: Empty Case ‘State’ Field Update

On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will update all EQRS Case form to ensure that the ‘State’ field is populated. This will prevent Cases from having a blank ‘State’ field so that agents have the ability to move the case forward.  

Affected Customers: 1135 Waiver Administrators

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, On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will provide the following 1135 updates:

  • 1135: Post-COVID-19 PHE Reporting

CCSQ ServiceNow will provide the following 1135 Post-COVID-19 PHE updates:

  • A Post-COVID-19 PHE Report will be scheduled for a one-time distribution to the provided distribution list of State recipients.
  • Post-COVID-19 PHE Dashboard will include these reports:
    • 1135 Waivers - Total Waivers Processed by Status with Total bar
    • 1135 Waivers - Total Processed by Component by Status
    • 1135 Waivers Processed by Location – Cumulative
  • 1135: End of COVID-19 1135 Waiver ‘Inquiry Type’ Routing Update

CCSQ ServiceNow will add two new fields titled, ‘Skip Routing Priority’ and ‘Routing Priority.’ The two new fields will only appear for inquiries with the ‘Topic’ of 'Original Medicare (Part A or B)' and an ‘Inquiry Type’ of 'COVID-19 PHE: 1135 Waiver Question.’

  • The ‘Skip Routing Priority’ field is a checkbox.
    • If this checkbox does not appear or is left unchecked, then the Assignment Group is determined based on 'Routing Priorities' table.
  • The ‘Routing Priority’ field is mandatory and only visible when ‘Skip Routing Priority’ box is checked.
    • Dropdown values:
      • Keywords
      • Inquirer Type
      • Default

Affected Customers: CCSQ ServiceNow HIDS Security IAM

IAM Manual Proofing Cases and Edit ServiceNow Assignment Group Requests Update

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"

An example ticket displaying the text wrapping issue in the subject of the ticket.Image Added

The following areas/fields will be corrected:

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

Affected Customers: IT Service Catalog Customers

CCSQ ServiceNow Service Catalog - AWS Access Request Form URL Update

On June 20, 2024On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Manual Proofing Cases and Edit ServiceNow Assignment Group Requests so that they will be assigned to Services and Operations Support.URL on AWS Access Request form in Cloud ServiceNow Catalog. The updated URL will link to ‘QNet_HCT Requesting Access to QNET Cloud.’

Under the table on the AWS Access Request Form, the URL in the sentence, For more information on the HCQIS Cloud Access Levels, please visit the following Confluence page.Image Added

Affected Customers: CCSQ ServiceNow Knowledge Systems Team

Knowledge Article Update: Renamed ‘Category’ Field

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

On June 20, 2024, On Friday, May 12, 2023, at 8:30 PM ET, CCSQ ServiceNow will change the ‘Category(kb_category)’ field to ‘Category’ on the Knowledge Article form.

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titleApril 28, 2023

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

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.
Affected Customers: CCSQ ServiceNow Knowledge Article Authors/Owners andServiceNow Knowledge Team

Knowledge Article Updates: New Mandatory ‘Author’ Field and New Email Notification for Expiring Articles

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, 2024On Friday, April 28, at 8:30 PM ET, 2023, CCSQ ServiceNow will make the following updates to Knowledge Articles (KAs):

  • A new mandatory field titled, ‘Author’, will be added to the Knowledge Article (KA) form. Any member of the ownership group should update the ‘Author’ field whenever there is a new author assigned to the KA. For new and old KAs, if the ‘Author’ field is empty, the person editing the article will be prompted to complete that field.
  • An automated email notification will be sent to the KA ownership group every 30/15/7 days prior to the ‘Valid to date’ to alert the ownership group members that the KA is approaching expiration and they need to take action, whether that be to update, extend or retire the KA. This feature would replace the existing manual reporting process.

For more information, review the following Knowledge Articles in CCSQ ServiceNow. Note: To view Knowledge Articles you will need to sign into your CCSQ ServiceNow account.

The following maintenance tasks will be completed during this iteration:

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

2023 Medicare Promoting Interoperability (PI) Program Hardship Exception Application Form

On Friday, April 28, 2023, 8:30 PM ET annual updates will be completed to the PI Hospital Hardship Exception Application form to reflect the 2023 PI Hardship program.

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

  • CAH: Opens May 1, 2023 – closes September 30, 2023
  • EH: Opens May 1, 2023 – closes July 31, 2023

Reports and Dashboard will also be updated to reflect the 2023 PI Hardship program reporting requirements.

Affected Customers: CCSQ Services and Operations Support (SOS)

IAM Manual Proofing SLA Weekly Report: Renamed and Updated

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 emailed.

Affected Customers: CCSQ ServiceNow 1135 Waiver Report Customers  

The following 1135 Waiver updates are scheduled as follows:

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

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:

The New Password Generated notifcation that displays the updated and strengthened temporary password.Image Added

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.

Example displaying the Other tab checked and the text field open.Image Added

  • 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

The Organization Categories tabbed to the Other category with the open selections.Image Added

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

Affected Customers: QSEP Portal Customers

CCSQ ServiceNow: QSEP Portal Enhancements

On May 23, 2024, 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 

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.

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titleApril 14, 2023

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 new field category is displayed above the CMS QSEP Help Center page.Image Added

  • The following ‘Watchlist’ functionality will be implemented:

When submitting a QSEP Support Ticket, customers now have the option to add others to the Watchlist.Image Added

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

The system will automatically warn customers that there are duplicated email addresses and that you have already added an email address to the watchlist.Image Added

The system will automatically warn customers that you cannot exceed 10 email addresses. If customers need more than 10 email addresses added to the watchlist, you can reach out to the QSEP Help desk for assistance.Image Added

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’

The Ticket Opened notification from the QSEP Help desk includes the ticket reference number, ticket status and subject.Image Added

  • ‘Ticket Reopened’

The Ticket Reopened notification from the QSEP Help desk includes the ticket reference number, ticket status and subject.Image Added

  • ‘Additional Information Requested’

The Additional Information Requested notification from the QSEP Help desk includes the ticket reference number, ticket status and subject.Image Added

  • ‘Added as a Watchlist Recipient’

The Added as a Watchlist Recipient notification from the QSEP Help desk includes the ticket reference number, ticket status, subject and reason for contacting us. There is an option to be removed from the watchlist as well.Image Added

  • ‘Case Resolved – Watchlist Recipient’

The Case Resolved Watchlist Recipient notification from the QSEP Help desk notifies the customer that the case has been resolved. It includes the ticket reference number, ticket status, short description, and Close Notes.Image Added

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,

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow Portal Update: New Fields Added to Create Incident Form

On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will update the Create Incident form on the ServiceNow Portal to replace the "Please describe your issue below" field with "Short Description" and "Description" fields.

This update will provide consistency between the Create Incident form and the Miscellaneous Request form on the ServiceNow Portal and will now match the Incident form in ServiceNow platform.

Affected Customers: CCSQ Service Center Agents

Agent Workspace Update: New ‘Create New Subject” Button for Case Types

On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will add a new button to Agent Workspace titled ‘Create New Subject’ to provide certain Agents this functionality  for all Case types. This applies to Agents with the ‘Case_subject_admin’ role.

Affected Customers: CCSQ ServiceNow System Team

ATF Test Suite for Custom CCSQ ServiceNow Products

On Friday, April 14, at 8:30 PM ET, 2023, CCSQ ServiceNow will implement the CCSQ ServiceNow Products Child Test Suite to:

  • Reduce testing effort
  • Improve maintenance of test suites
  • Reduce issue resolution time associated with:
    • Upgrades
    • Patches
    • Enhancements
    • Business critical customizations

This feature creates the Child Test for Custom CCSQ ServiceNow Products that is included in the parent Master ATF Test Suite.

Affected Customers: iQIES Service Center Agents and Managers

iQIES Jira Integration Update: iQIES Incidents to Trigger ServiceNow SLA

On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will implement an update to iQIES Incidents in Jira used to track iQIES Tier 3 tickets. The information entered in the Incident ‘Additional comments (Customer visible)’ field in Jira will automatically update ServiceNow to trigger the 2-day response Service Level Agreement (SLA).

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ Service Center Agents and ServiceNow Admin Team

Agent Workspace Chat Sessions to Be Scrubbed for PII/PHI Data

On Friday, April 14, 2023 at 8:30 PM ET, CCSQ ServiceNow will implement a configuration update to allow the ServiceNow Admin team to complete scrub requests to remove Personal Identifiable Information (PII) and Protected Health Information (PHI) that are entered during Virtual Chat and Live Agent sessions in CCSQ Support CentralCCSQ 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: CCSQ Support Central CustomersKnowledge Base Managers

Knowledge Article Base Rule EPCS Phone Number Update

On FridayMay 23, April 142024, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update CCSQ Support Central to list the phone number for EPCS as (866)-288-8292the 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 ServiceNow Internal Support Central Customers

AppOmni Update: Email Spam Scoring and Filtering System Setting Rule

CCSQ Support Central: Call Scheduling Enhancements

On May 23, 2024, On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement a configuration update to ignore vCalendar (.vcs) and iCalendar (.ics) email invitations. This update will prevent erroneous Cases from being created by moving these email invitations into the ServiceNow junk mail folder.Affected Customers: CCSQ Services and Operations Support(SOS) Team 

Backdate Separation Date on Individual Contractor Offboarding Requests

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.

The Support Central homepage, Call Scheduling in the Request Support dropdown is the third option to choose from.Image Added

  • Webform Updates to the ‘Schedule a Call’ Page
    • A ‘Same-Day’ callback option will be added underneath the ‘Appointment Date’ field.

Customers now have the Same Day callback option available when scheduling an appointment.Image Added

    • 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.

Image Added

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

The phone extension field is now an option for customers who may have an extension.Image Added

    • 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.

Image Added

    • 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.

Image Added

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

The customer can select a day and time from the dropdown option that works best for them.Image Added

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

The customer will received a notification that the booking that they selected has been a success and will receive an email notification.Image Added

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

The Call Scheduling Appointment Confirmation will notify the customer of their appointment and will also give the option to modify their appointment.Image Added 

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

The Call Scheduling Appointment Reminder will notify the customer of their appointment and will also give the option to modify their appointment.Image Added

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

The Call Scheduling Appointment Rescheduled will notify the customer of their rescheduled appointment and will also give the option to modify their appointment.Image Added

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

The Call Scheduling Appointment Canceled will notify the customer of their appointment cancellation and will also give the option to schedule a call.Image Added

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

Session Inactivity Notice to inform customers when their current session will time out within the next 4 minutes and 45 seconds. Image also highlights the Continue Session button and the X in the upper right.Image Added

  • 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

Session Timeout pop-up to inform customers their session expired. The pop-up statement reads, Your session has expired due to 30 minutes of inactivity and your data was not retained. Image also highlights the X in the upper right.Image Added

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

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

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Agentsand ADO Managers

SLA Incident Reporting Update

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

________________________________________________________

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Track a Ticket Security Code Update

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

___________________________________________________________________________

Affected Customers: IT Service Catalog Customers

Decommission Service Catalog Category, Sub-Category and Catalog Items

On May 23, 2024On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will add the ability to backdate the separation date of a contractor on Individual Contractor Offboarding Requests.

Affected Customers: CCSQ ServiceNow Customers

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.

Tabs Page
titleMay 9, 2024

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,

Assignment Group Update: ‘HIDS AiOps Operations and Support’ Assignment Group Renamed

On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an Assignment Group name change. The ‘HIDS AiOps Operations and Support’ Assignment Group will be renamed ‘HIDS Data Analytics & AiOps.’

Affected Customers: CCSQ ServiceNow System Team

ITSM ATF Updates to Incident Management Test Suite

On Friday, April 14, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to ensure that the Incident Management ATF Scripts successfully run and are collected into an Incident Management ATF Regression Suite.

The following 8 test scripts will be corrected and added to the Test Suite:

  • 1 Incident Resolved as Spam - Update Contact
  • 2 Incident - Resolve As SPAM
  • 3 Incident Internal Notification Footer
  • 4 Splunk Support Incident
  • 5 Incident: Info messages on Banner
  • 6 HQR - Convert to Incident
  • 7 EQRS - Convert to Incident
  • 8 DAMOD - Incident Survey

The following Test scripts are not valid and will be removed from the Test Suite:

  • Fails because no form is open
  • Incident: Priority Field Validation
  • INCIDENT MGMT: Copy Incident - CMS
  • INCIDENT MGMT: Reopening an Incident - CMS
  • INCIDENT MGMT: Parent and child Incident state sync up after reopening an Incident - CMS
  • INCIDENT MGMT: Parent and child Incident state sync up - CMS
  • INCIDENT MGMT: Incident State flow - CMS
  • INCIDENT MGMT: Incident Response SLA - CMS
  • INCIDENT MGMT: Incident Resolution SLA - CMS
  • INCIDENT MGMT: Incident creation - Self service - CMS
  • INCIDENT MGMT: Incident Assignment - CMS
  • INCIDENT MGMT: Create Standard Change from Incident - CMS
  • INCIDENT MGMT: Create Problem from an Incident - CMS
  • INCIDENT MGMT: Create Normal Change from an Incident - CMS
  • INCIDENT MGMT: Create Knowledge from an Incident - CMS
  • INCIDENT MGMT: Create Emergency Change from an Incident - CMS
  • INCIDENT MGMT: Create child Incident using UI action and verify its fields - CMS
  • INCIDENT MGMT: Copy Incident from a Closed Incident - CMS
  • INCIDENT MGMT: Create Knowledge from an Incident – CMS
Affected Customers: CCSQ Services and Operations Support(SOS) Team

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:

Inbound Cases/Requests to CCSQ Services and Operations Support (SOS).Inbound emails generating Cases to ServiceCenterSOS@cms.hhs.gov.
  • Converting QPP Cases to Manual Proofing Update

The mandatory fields on the QPP Case form should not display when converting a QPP Case to Manual Proofing.

The update with impact the following:

    • When a QPP Case is converted to a Manual Proofing Case, the Case will be moved to the Case/parent table.
    • Manual Proofing Cases will be visible only to CCSQ Services and Operations Support.
    • When the QPP Case assignment group is reassigned, the mandatory fields will display on the QPP Case form before it is reassigned.
    • The Assignment Group will change from ‘HIDS IAM Group’ to the correct CCSQ SOS Assignment Group.
  • Identity Proofing Cases Update: Automatically Remove Proofing Documents When Resolved

Proofing documents are not automatically removed when resolving Identity Proofing Cases assigned to CCSQ Services and Operations Support.

The update will impact the following:

Update the Assignment group for correct routing to CCSQ Services and Operations Support.When a Case is converted to a Manual Proofing Case, the Case will be moved to the Case/parent table.Manual Proofing Cases will be visible only to CCSQ Services and Operations Support.When a Manual Proofing Case is resolved and the Case form is reloaded, the attachment will be automatically removed.

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

New subtopics for the IPF-Inpatient Psychiatric Facility program under the HBIPS topic called 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 called Psychiatric Inpatient Experience (PIX) SurveyImage Added

  • 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

Updated subtopics for the PCH - Cancer Hosp. Quality Reporting program under the Health Equity Measures topic called Hospital Commitment to Health Equity (rename from Facility Commitment to Health Equity), Screen Positive Rate for Social Drivers of Health, Screening for Social Drivers of HealthImage Added

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.

  • 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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    titleNeed Help?

    Don't have a ServiceNow Account?  No problem.  You can get the support you need through CCSQ Support Central!

    CCSQ Support Central: Provides customers with multilevel support.  Through CCSQ Support Central you can create new tickets that directly submit to the CCSQ Service Center and track the status of existing tickets. It also provides access to services and information for:

    • Hospital Quality Reporting (HQR)
    • Quality Payment Program (QPP)
    • Internet Quality Improvement and Evaluation System (iQIES)
    • End Stage Renal Disease Quality Reporting (EQRS)
    • Electronic Prescribing of Controlled Substances (EPCS).
    • QualityNet Support Center





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    Already have a ServiceNow Account? You can also use the platforms below to get the help you need!

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    ServiceNow Service Portal: Intended only for CMS employees and vender partners. The portal provides self-service options for internal customers to report Security Incidents, submit Service Requests for tools or services offered to the internal QualityNet community, report an Incident, provide Approvals, or access internal Knowledge Base articles. The portal enables internal customers to track the status of tickets and requires a login. https://cmsqualitysupport.servicenowservices.com/sp_ess






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    QualityNet Slack: You can send questions/issues to our Slack channels #help-servicenow




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    titleCCSQ ServiceNow Intake Process


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    The CCSQ ServiceNow intake process provides a centralized entry point for customersto submit enhancement requests to the CCSQ ServiceNow Agile Release Train (ART).  

    Click here to learn more about the intake process and how to complete the CCSQ ServiceNow Intake Form.



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    If you have feedback for the CCSQ ServiceNow program, you can reach us at CCSQServiceNow@cms.hhs.gov.



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