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idQNet Mailer


CMS’s Information Systems Group (ISG) is in the process of replacing the existing HCQIS Lyris Listserv notification and discussion system with the new GNU Mailman system (referred to as QualityNet Mailer). QualityNet Mailer will be fully integrated within Qualitynet - QNP 2.0 (public access)  and H-CMS (administrator access).

QualityNet Mailer is a list management system that is used to assist

Application Development Organizations (ADOs) and contractors

in communicating

to communicate with large groups of

end-users,

program participants, stakeholders, and

stakeholders

end-users.

The system

QualityNet Mailer offers two types of lists:

  • Notification List:
Provides a means to disseminate key product, program, and/or policy news and other information via email to a large group of list subscribers or designated recipients.
  • Discussion List: Allows all list members to participate in open, ongoing email conversations regarding topics of interest, such as tools, best practices, idea-sharing, problem-solving.
    • A simple, one-way communication. This distribution list allows an administrator to send news, meeting invites, surveys, and other information to large groups of subscribers. 
    • Discussion List: Open, ongoing email conversations for organizations and groups. With this list, an administrator can review and release discussion comments or automate the process. 

    Lists can be set to either a public or private setting and are created by request

    All lists are made available via subscription from the Sign Up for Email Updates page of the QualityNet website

    . Public lists are offered for open

    subscription

    subscriptions, while Private lists may be established

    for reaching

    to reach a more select group of participants

    .Note: Private list members must be approved by the List Administrator.

    and requires List Administrator approval to join.

    All lists are available by subscription on the Sign Up for Email Updates page of QualityNet.

    Please reach out to us on Slack: #help-qualitynetmailer

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    titleAbout

    QualityNet Mailer provides organizations with customizable discussion, notification, and distribution lists with easy-to-manage administration features to save you time and effort.

    This CMS-sponsored solution was created for

    Section


    QUICK START GUIDE

    How to Request a Notification or Discussion List

    To request a new Notification or Discussion list, follow the process outlined on the new List Request/Fulfillment Process documented below. The following provides a brief description of the process for submitting a request, fulfilling a request, and administering a list.

    Submitting a Request

    Step 1: Complete the HCQIS Email List Request form by providing the following minimum list criteria:

    CMS approver (COR/program lead)
    • Contact information
  • List Administrator(s) (must have HARP ID)
    • Contact information
  • List Name — Description
  • List Type — Notification/Discussion
  • List Membership — Public/Private
    • Membership restrictions (for Private list)
  • Target/Need by date

    • Step 2: Send the completed form to ESS_ADO_Support@ventera.com for fulfillment.

    Fulfilling a Request

    Upon receipt of the List Request form, the ESS QualityNet Mailer team will complete the following steps:

      • Verify the minimum criteria are provided and open a Jira ticket.
      • Forward the request to the appropriate CMS COR/program lead for approval.
      • Create the requested list.
      • Advise the designated List Administrator(s) to request the role in HARP.
      • Add the list to the Sign Up for Email Updates page on QualityNet.org, making the list available for subscription.

    Administering a List

    The List Administrator serves as the list manager, disseminating email messages and monitoring the subscriber list. Note that all designated List Administrators must have a HARP ID, which can be obtained at any time by registering at: https://harp.qualitynet.org/register.

    User Resources

    Definitions

    • CMS approver - must be CMS COR, security official, product owner
    • List Administrator - authenticated user (requires HARP account), with privileges to:
      • add/remove list members
      • approve new list members (private lists)
      • create, send email messages to list members (Notification lists)
    • HARP ID - established during registration for HCQIS Access Roles and Profile (HARP) account, available at: https://harp.qualitynet.org/register
    • List name - typically refers to program/topic; subject to editing (approximately 110-character limit)
    • List description - for use on list sign-up page to assist potential subscribers in selection process  
    • Notification list - available via subscription; for distribution of CMS-approved messages to list members
    • Discussion list - available via subscription; any list member may create message, which is distributed to all list members
    • Public list - open to anyone, via subscription (available from QualityNet.org) or addition by List Administrator
    • Private list - open to defined (restricted) group; membership request approved by List Administrator 

    QualityNet Mailer Roles

    This chart defines the specific roles within the QualityNet Mailer.

    Note: for purposes of the MVP release, the only role presently available is the System Administrator.

    Help Desk User Stories
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    titleGetting Started
    Section
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    titleResources
    Section
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    titleMailer Roles
    QualityNet Mailer Role NameRole (HARP)Can take action on a listCan create listsCan add usersCan confirm user emailCan approve/disapprove list postingCan approve/disapprove list subscriptionRole (Mailman)
    System AdministratorH_CMS_mailmanSysAdministratorAll listsYesYesYesYesYesn/a
    List AdministratorH_CMS_listAdministratorAll lists they are assignedNoYes, listModerator or Member within their assigned listsYesYes, within lists they are assignedYes, within lists they are assignedowner for the assigned list
    List ModeratorH_CMS_listModeratorAll lists they are assignedNoYes, Member with their assigned listsYesYes, within lists they are assignedYes, within lists they are assignedmoderator
    Program AdministratorH_CMS_listProgramAdministratorAll lists within their programYes, within their programYes, listAdmin, listModerator or Member within their programYesYes, within their programYes, within their programowner for each list within their program
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    titleUser Stories

    Item

    As a

    <type of user>

    I want to

    <perform some task>

    So that I can   

    <achieve some goal>

    Feature

    Steps for Help Desk Agents

    Notes

    1QualityNet Mailer public site userSelect and signup for a QualityNet Mailer List on QualityNet.org public siteBecome a member of that list and receive notifcations from that list.QualityNet Mailer subscription page (QualityNet.org public site
    1. Navigate to the QualityNet.org public website (www.qualitynet.org) and select the "Subscribe to Email Updates" button near the top of the page.
    2. The system will navigate you to the QualityNet Mailer subscription page (https://www.qualitynet.org/listserv-signup).
    3. The page consists of both Public and Private Lists tabs for selection.
    4. User selects their desired lists and enters their Name and Email Address.
    5. User selects the "Submit" button at the bottom of the page.
    6. The user will be redirected to the QualityNet Mailer "success" page indicating their signup for the selected lists.
    7. If this the first time a user has signed up for any list, they will receive a confirmation pop up indicating successful signup for a list (noting that if a Private list was selected, List Administrator approval is first required.
    8. If the user had previously signed up for lists, the system will redirect the user to a success page. The system will provide details for the list selected, as well as, any other lists the user may be subscribed to.

    If the user selected a Public list, they will automatically be added to the list notification updates after verifying their email address when receiving the automated welcome email from QualityNet.org. If the user selected a Private list, the List Administrator for the list will either accept/reject their subscription request before the user can receive messages.

    2QualityNet Mailer List AdministratorManage Subscribers signing up for Private mailing listsWhen a Subscriber requests to join a Private mailing list, I can accept or reject their admission to the list.H-CMS Admin User Interface (QualityNet Mailer functionality)
    1. Navigate to the list management pages of QualityNet at https://www.qualitynet.org/admin using your HARP user ID and password.*
    2. After logging into QualityNet, you should see the Manage Lists page, which displays the mailing list(s) for which you are an approved List Administrator. Regarding list types, public lists are those to which anyone may subscribe. Private lists require List Admin approval for a subscriber to be added to the mailing list.
    3. To view a mailing list’s details, select the “View” link.
    4. To view pending requests for a Private list, select the “Requests” link.
    5. Upon selecting “Requests” for a Private mailing list, you will be directed to the Pending Requests page.
    6. Two different types of Pending Requests may be available for action on the page – “Email Confirmation Request” and/or “List Subscription Request”.
    7. An Email Confirmation Request appears when a user has requested to sign up for subscriptions to a new list; the list can be either Public or Private.  The List Administrator can approve (verify) the email for the user if desired.  Note: The List Administrator is not required to approve the email for a potential Subscriber – this option has been made available in the event that a Subscriber does not receive their automated welcome email or has issues verifying their own email address.  In the event of that occurring, typically the Subscriber would have reached out to the List Administrator indicating they never received an automated welcome email to the their desired list.
    8. A List Subscription Request verification option will also be available on this page, if the list to which a user a potential Subscriber attempted to Subscribe is a Private mailing list.
    9. Select one or many pending requests and then “Approve” or “Reject” the requests.

    10. The user will receive an email notification upon being approved or rejected for the mailing list.

    Note: Administrator Interface for H-CMS requires authentication with both a HARP ID account, as well as, Zscaler access.

    *In order to acquire access to the List Administration functionality, you must:

    1. Log into HARP identity management portal at https://harp.qualitynet.org/login/login and select “User Roles” in the top right. (You must have a HARP account to become a List Administrator.)
    2. Select the “QualityNet Mailer” Program, your list’s Organization, and the “QualityNet List Administrator” user role, then submit the request. You will receive an email notification when your role request has been approved or rejected by the list’s Security Official.
    3. Once you’ve been granted the List Admin role, you can log into the list management pages of QualityNet at https://www.qualitynet.org/admin using your HARP user ID and password.

    Creating a List

    You can create new distribution lists by completing the QualityNet Mailer List Request Form and then sending the completed form to ServiceCenterSOS@cms.hhs.gov

    A ticket will be created and assigned to the QualityNet Mailer team. Once the QualityNet Mailer team has all the necessary information, the list will be processed within a week. The QualityNet Mailer team will notify you once the list has been created.

    Requesting Your QualityNet Mailer Role in HARP

    A HARP account and a List Administrator Role are required to access QualityNet Mailer, and it is the first step towards establishing a list or managing an existing one. 

    1. If you do not yet have a HARP, EIDM, or EUA account, you will need to register for a HARP ID. For instructions on the HARP registration process, refer to the HARP page. (hyperlink to: https://qnetconfluence.cms.gov/display/HS/HARP)
    2. Once the HARP account has been created, log into HARP and request a QualityNet Mailer role.
    3. Select User Roles from the top of the page, then select Request a Role.
    4. From the Select a Program screen, select QualityNet Workspace, then Next.
    5. From the Select an Organization screen, select QualityNet Mailer, then Next.
    6. Select the List Administrator role if you want to create and manage lists. If you're signing up to moderate an existing list, select the List Moderator user role.

    We will review and approves role request and notify you via email when your request has been submitted and again when your role has been approved or denied.

    Subscribing to a List

    To subscribe to a Notification or Discussion list, select the Public or Private list tab on the Sign Up Page and select checkboxes for the lists you want to subscribe to and submit your request. You will then receive an email with instructions on how to confirm your subscription. Private lists require approval from the List Administrator before the confirmation email is sent.



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    titleFAQ

    What is the difference between Notification and Discussion lists?

    • Notification lists are intended to a one-way communication and distribution list to send news, meeting invites, surveys, and other information to large groups of subscribers
    • Discussion lists allow list members to comment and share information with their groups.


    Should my membership be Public or Private?

    • If there is no sensitive information being shared, you're in compliance with your organization's security policies, and you do not need to review and approve member subscription requests, select a public list.
    • If the list needs more oversight, security, or the List Administrator just prefers to closely manage their subscribers, select a private list to approve all member subscription requests.


    What is sender masking?

    • We default our settings to mask the sender, which means we mask the email address of the list administrator who sends a message. This setting can be changed to display your email address, if preferred.


    What is the difference between member and non-member settings?

    • Members are subscribers to your list who either are active or suspended.
    • Non-members are people who have posted to you list but are not subscribed. These posts could come from legitimate users who have posted to the list without subscribing or they may be spammers. To protect from spam, all posts from anyone who isn't subscribed are indicated as being from non-members.


    What is the difference between Accept, Hold, and Reject replies?

    • Accept replies means that all messages sent to the list are released without approval (used for discussion lists).
    • Hold replies mean that all replies are held for approval before being sent out to all list members(used for discussion lists).
    • Reject replies means that all replies are automatically rejected (used for notification lists).


    How do I unsubscribe from a list?

    There are 3 ways to unsubscribe from a Mailer list:

    1. Follow the unsubscribe instructions found at the bottom of the message you received
    2.  Send an unsubscribe request to your list’s address with the subject of “Unsubscribe”
      a. After you send your request, you will receive a confirmation email
      b. Reply to that email to confirm your request, keeping the subject (“Unsubscribe”) unchanged
      c. After you confirm the request, you will receive a final unsubscribe confirmation email
    3. If you no longer have access to the email address that you originally signed up with, please reach out to a List Administrator to have them manually remove you.


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    titleAbout Bounces

    What is a bounced email? 

    A bounced email, or bounce, is any email message returned to the sender's email after being unrecognized and rejected by the recipient's email server.

    If you are a QualityNet Mailer List Admin, you will receive email notifications when an email address is unrecognized and a message has bounced. 

      

    Why do bounces occur in QualityNet Mailer?

    Bounces happen in all email-based systems. The occur for various reasons and are classified as either:

    • Soft Bounces – happen when the email is too large, the recipient's mailbox is full, or their account is temporarily suspended.
    • Hard Bounces – happen when the recipient's email address is not valid, contains a typo, or the domain doesn't exist.

     

    What are bounce scores in QualityNet Mailer? 

    Every member has a bounce score, which starts at zero, and increases by 0.5 for soft bounces and 1 for hard bounces. A member's bounce score will only increase once per day, so no matter the number of soft or hard bounces, their score will only increase by 0.5 or 1 point each day. If the system cannot determine whether it's a soft or hard bounce, it will be counted as hard.  

     

    What are bounce thresholds in QualityNet Mailer?

    Each list has a threshold for bounces, limiting the number of bounces throughout a designated number of days a member can trigger before their account is disabled.  

    The default threshold is a bounce score of 5 over the course of 7 days. 

      

    Can I change the bounce threshold for my lists?

    Yes, the bounce threshold is unique to each specific list, and the List Administrator can request an increase or decrease to best accommodate their publishing frequency. Please contact ServiceCenterSOS@cms.hhs.gov to request any changes.

     

    What happens when a subscriber's bounce score exceeds the bounce threshold?

    After a subscriber's bounce score has crossed the bounce threshold, their subscription will be disabled but they remain members of the list. If an email address is bouncing enough for the account to become disabled, it is likely they will not be receiving other notifications from QualityNet Mailer, either. Once disabled, there is a period of time the system will attempt to send warnings (default of once a week for 3 weeks = 21 days total). After this period of time the user will be removed from the list entirely.

    List Administrators will receive notifications and can notify members of bounces and disabled accounts. If a subscriber has any concerns that they might be suspended, they should contact their List Administrator, or if they cannot find the List Administrator's contact information, they should contact Service Center SOS at ServiceCenterSOS@cms.hhs.gov.

    Once confirmed as suspended, a subscriber can unsubscribe and resubscribe to the list to rejoin. Still, it's essential that they follow the whitelisting protocol first and ensure they have addressed any issues from their email server that may be causing the bounces.  

      

    What steps can I perform to try and eliminate bounces from happening in the first place?

    There are three steps a subscriber can do to help eliminate bounces.  Before you begin these steps, always first verify whether the QualityNet Mailer notification is in your spam or junk folder.

     Step 1: Subscriber whitelists the QualityNet Mailer domain

    The first step towards eliminating unnecessary bounces is to ensure all subscribers have whitelisted the QualityNet Mailer domain: mailer.qualitynet.org. This can be done by adding the domain name to the email provider's contacts/address book/safe senders list. Depending on the email provider, there are different steps, but it generally requires adding the domain and marking it either as a safe sender or not as spam. Please check with your email service provider for additional details.  

    Step 2: Verify whitelisting at the email server level

    The second step is for the subscriber to verify with their IT Department that mailer.qualitynet.org is whitelisted by their email server.

    Step 3: Verify the domain is not blacklisted

    The final step is for the subscriber to verify with their IT Department that the mailer.qualitynet.org is not blacklisted by their email server.


    What if I verify each of the Bounce verification steps, and the subscriber is still not receiving notifications?

    If a subscriber has confirmed each of the three (3) steps identified for whitelisting and verification and is still encountering bounced notification issues, please contact Service Center SOS by phone at 1-866-288-8914, Slack at #help-service-center-sos, or by email at ServiceCenterSOS@cms.hhs.gov.

     

    As a List Administrator, what actions should I consider taking if I receive a bounce notification for one of my subscribers?

    The List Administrator should notify the subscriber and confirm they have followed the three steps described above. If the domain is whitelisted and not blacklisted, please contact Service Center SOS by phone at 1-866-288-8914, Slack at #help-service-center-sos, or by email at ServiceCenterSOS@cms.hhs.gov for more assistance.


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    titleResources

    User Guides and Training Materials


    Forms


    Demos


    Archive







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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
    Section

    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 vendor 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

    For any QualityNet Mailer related questions, Please contact the Ventera Support team via email at charrison@tantustech.com