Page History

The following maintenance task has been completed:

Affected Customers: CCSQ ServiceNow Hospital Hardship Customers

Hospital Hardship Form Updates

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

The following maintenance task has been completed:

Affected Customers: CCSQ ServiceNow CSM Configurable Workspace Agents

CCSQ ServiceNow: CSM Configurable Workspace Updates

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

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Platform Customers and Agents

Agent Workspace Migration to CSM Configurable

On August 2, 2024, On Friday, October 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the functionality of the ‘Add Another Inquiry Request’ button on the 1135 Waiver Public Portal. When a visually impaired customer clicks the ‘Add Another Inquiry Request’ button, the screen reader will function as intended and navigate to the next required field to create the additional Inquiry.

Affected Customers: CCSQ ServiceNow Service Center Agents

CCSQ ServiceNow Agent Workspace: ‘ES - Enterprise Services’ Added to ‘Convert Case’ List 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 workspaceOn Friday, October 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the ‘Convert Case’ dropdown list in Agent Workspace. The ‘ES - Enterprise Services’ Case type will be added to the ‘Convert Case’ dropdown list when converting a case using Agent Workspace.

Affected Customers: CCSQ ServiceNow Service Center AgentsSystem Teams

CCSQ ServiceNow: ‘Assigned to’ Field Functionality Automated Testing Framework (ATF) Platform - All Case Type Update

On FridayAugust 2, October 62024, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the functionality of the ‘Assigned to’ field on Cases in the platform. The ‘Assigned to’ field will be cleared when an Agent changes the ‘Assignment Group’ to one that the Agent is not a member.

The Agent will no longer be assigned to the Case, and the Change Notification is sent to the members of the reassigned Assignment Group. This ensures the best practice that requires the Case Assignee to be a part of the Assignment Group listed.

ATF Platform to include all Case Types:

• EPCS
• ES
• QPP
• HQR
• EQRS
• QSEP
• iQIES/QIES/ASPEN
• Original Case Form

This update to ServiceNow’s ATF will streamline and reduce the amount of manual effort needed to perform ServiceNow upgrade regression testing and overall functionality and feature testing for the case types in the ServiceNow Platform.

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Live Agent Chat ‘CARL’ Updates

On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will make the following updates to the Live Agent Chat ‘CARL’:

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

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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,

The following enhancements will be completed during this iteration:

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

Targeted Communications Management for SOS /QualityNet Integration

On Friday, September 22, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to make ServiceNow communications to stakeholders more efficient and targeted for the SOS Team.  All Modules, templates, and user distribution lists will be in a centralized location.

The Targeted Communications Module will be available to the SOS Team to use when creating and sending communications.

The following templates will be available in ServiceNow as standardized default templates for SOS to maintain, create new, delete old, and update the content of the templates.

• Unplanned Outage
• Resolved - Unplanned Outage
• Planned Activity
• Reported Issue
• Reported Issue - Initial

This will improve the efficiency of the CCSQ Service Center planned and unplanned event communications to the CCSQ Service Center agents to streamline customer communications.

For more information, review the following Knowledge Articles in CCSQ ServiceNow:

• Targeted Comms - Overview for Creating and Publishing Publications
• Targeted Comms - Integrations between ServiceNow and QNet Emailer

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: Note: These Knowledge Articles will be available next week. 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: ‘Ticket Escalated to Incident’ Notification UpdateKnowledge Notification Structure

On FridayAugust 2, September 222024, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the ‘Ticket Escalated to Incident’ notification by removing the ‘Ticket Status’ field. This update will eliminate customer confusion when the type of record classification is changed from Case Closed and converted to an Incident.

For more information, review the Knowledge Article: Related Links on a Case Form in CCSQ ServiceNow. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account. 

‘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,

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow 1135 Waiver Submitters and Administrators

1135 Waivers: Updated Language and Pop-up Functionality

On Friday, September 8, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the language and pop-up functionality on 1135 Waivers for the ‘Other’ Waiver/Flexibility Request selection and add new pop-up functionality to the ‘Other’ Inquiry Type selection. These enhancements will provide more descriptive instructions for customers submitting Requests who cannot immediately identify their intended selection.

Additionally, this update will also provide the same pop-up functionality for Inquiry Requests on the 1135 Public Portal which was previously not provided. 

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Service Customers

CCSQ ServiceNow: Annual Zip Code Update

Case Centric Script to add the Assignment Group of the Case to the 'Group_List' field of the Incident when it is created from a Case. This update will reduce customer confusion and ensure the original Assignment Group on the Case retains visibility to the Incident created from the Case.

Affected Customers: CCSQ ServiceNow System Team

CCSQ ServiceNow: QPP Incident Creation for Automation Failure

On August 2, 2024, On Friday, September 8, 2023, at 8:30 PM ET, CCSQ ServiceNow will create a new automation workflow process the annual upload to update the ServiceNow Location table with the current United States Postal Service (USPS) location information for City, State, County, and Zip Code.for failure of API call to QPP. The new automation workflows will have a process so that if the automation fails, an incident will be created to help resolve the QPP-->ServiceNow API Integration.

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The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow iQIES Idea Portal Idea Managers

iQIES Idea Portal Update: Associate Duplicate Ideas to the Original Idea

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, On Friday, September 8, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update on the iQIES Idea Portal.  This update will allow Idea Managers to associate duplicate ideas with the original idea.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.

Image AddedThe field titled ‘Duplicate’ will display on the form when the selected State is ‘Duplicate’. When the Idea Manager clicks the Lookup icon in the ‘Duplicate’ field, all existing Ideas previously submitted will display. Managers will be able to select the original idea from that list to associate it with the duplicate idea submitted. 

Affected Customers: CCSQ ServiceNow System Team and HIWAVE Support Central Customers

CCSQ ServiceNow Update: Utah Patch 6 UpgradeOn Saturday, September 9, 2023, CCSQ ServiceNow will be updated to include theUtah Patch 6upgrade as scheduled in HIWAVE as a part of the monthly patching program. Skipped list will be manually adjusted as needed.

ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities.

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: 1135 Waiver Administrators

1135: Administrators 1135 Report for Specified PHE

On Friday, August 18, 2023, at 8:30 PM ET, CCSQ ServiceNow implemented an update that enables 1135 Waiver Administrators to request a collection of reports from the 1135 Administrator's Homepage for distribution.

These reports will be for specific, current Public Health Emergencies (PHE) and will be distributed to a designated distribution list. These requests are made through the ServiceNow IT Services Catalog item ‘Misc. Admin Request.’

This reduces the dependency on the Development Team to generate these reports and provides an easy, repeatable process for the 1135 Waiver Administrators to generate the 1135 PHE Specific Reports.

Affected Customers: 1135 Waiver Admins, 1135 Agents, and Submitters

1135 Waiver and Inquiry Case Form Updates

On Friday, August 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement updates to the 1135 Waiver and Inquiry Case Forms.

• 1135: General Waiver Escalation Enhancement for Parent with Single Child Waiver

This update provides the Agent updates to the Waiver Case so that when a Child Waiver is Escalated, the Parent Waiver remains in the Open State.

• Validate ‘Email Address’

This update prevents a Waiver submitter from entering an invalid email address that lacks a valid domain extension (e.g., *.gov, *.com, *.net). When an invalid email is entered, the field displays a red bar, and the submitter cannot proceed to the next sections of the Public Portal form.

CCSQ Support Central Update: New ‘Close Ticket’ Button

On Friday, August 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update that will allow a customer to close their own Cases, Incidents (INCs), and Requested Items (RITMs) from CCSQ Support Central in the Track a Ticket list view.

A new ‘Close Ticket’ button will display on the Ticket Information page that lists their ticket records. The ‘Close Ticket’ button will allow customers to close their own tickets when the solution provided is acceptable. This button will be available for tickets in all Ticket Statuses except Closed.

This will reduce the ticket volume and save time for the Service Center agents while providing CCSQ Support Central customers the control to close their own tickets.

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

Automatic HARP Role Removal

On Friday, August 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to automatically remove a User's associated HARP roles when the User is inactive for more than 180 days.

This update will reduce the time previously spent manually processing the removal of associated HARP roles.

Exceptions

The CMS COR HARP role and last User of that Role are excluded from automatic HARP role removals and will be processed as follows:

• If the user has the CMS COR HARP role and the User Roles below, then a SOS ticket is automatically created to manually remove these roles.
  • CMS FEDERAL EMPLOYEE
  • CMS FEDERAL EMPLOYEE SECURITY OFFICIAL
  • STANDARD SERVICENOW USER
  • SECURITY OFFICIAL
  • SECURITY POINT OF CONTACT (SPOC)
• If the member associated to a Role is the last User of that Role, then a SOS ticket ‘Last User Removed: 180 Days ServiceNow Inactivity for CCSQ [User’s Name]’ is automatically created to research and manually replace that removed member.

Affected Customers: CCSQ ServiceNow Service Center Agents and HCD

Agent Workspace Update: CCSQ Support Central Customer Survey Verbiage Popup

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, 2024On Friday, August 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will add a new 'HCD Verbiage' button within Agent Workspace. When selected, this functionality will provide the Agent with specific language that may be used to better engage customers to opt-in for customer satisfaction improvement opportunities, such as the CCSQ Support Central customer surveys.

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 Systems TeamIT Services Catalog Customers

CCSQ ServiceNow: Section 508 Regulation Updates IT Services Catalog Cloud AWS Compute Services Update

On FridayJuly 18, August 252024, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the CCSQ Self Service Portal, CMS 1135 Waiver / Flexibility Request and Inquiry Form, Public Quality Question and Answer Tool, and iQIES HCD Research Form to address Section 508 compliance issues.

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Affected Customers: CCSQ ServiceNow HIDS Security IAM and Services and Operations Support (SOS) Team

IAM Identity Proofing Cases and Harp Manual Proofing Document Updates

IT 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, 2024On Friday, August 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the following:

• Identity Proofing Cases and Edit ServiceNow Assignment Group Requests will be updated so that these Cases will be assigned to Services and Operations Support (SOS).
• Harp Manual Proofing documents will automatically be removed once the case is resolved as manual proofing.

the Agent Workspace Case Forms to include City/State/Zip/CCN# referenced in the popup when searching on the Account # field. The City/State/Zip were previously removed but this update will provide improved account visibility to customers.

The following enhancements will be completed during this iteration:

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

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

On July 3, 2024,

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Affected Customers:  CCSQ ServiceNow IT Services Catalog Customers

CCSQ ServiceNow IT Services Catalog: ‘Database Services‘ Removed

On Friday, August 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the IT Services Catalog. The ‘Database Services' catalog item under 'Data and Database Services’ is no longer available.

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Affected Customers: CCSQ ServiceNow Customers

TRAPP ‘Verify Software Allocation’ Email Notifications Update

the password reset process for the ESS Portal. The new password reset process will improve the Customer experience when resetting their password and seeing the error handling messages. 

The improvements include:

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

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

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

The following maintenance tasks will be completed during this iteration: 

Affected Customers: CCSQ ServiceNow Agents

Agent Workspace Updates

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

Affected Customers: IT Services Catalog Customers

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

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

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The following maintenance tasks will be completed during this iteration:

Affected Customers: IT Service Catalog Customers

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

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

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

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central - Track a Ticket Word Wrapping Update

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

The following areas/fields will be corrected:

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

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The following areas/fields will be corrected:

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

Affected Customers: IT Service Catalog Customers

CCSQ ServiceNow Service Catalog - AWS Access Request Form URL Update

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

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Affected Customers: CCSQ ServiceNow Systems Team

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

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

Catalog Items:

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

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central – Sort Filter Fix on Ticket Information Screen

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

• Alphabetical Progression
• Date Created
• Last Updated

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

Affected Customers: CCSQ ServiceNow Administrators and Security Team

Deactivate Menu Option for Instance Security Center

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

 Affected Customers: CCSQ ServiceNow Systems Team

CCSQ ServiceNow Instance Cloning Process Update

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

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Affected Customers: CCSQ ServiceNow Agents

Agent Workspace Update: QPP Cases

On June 20, 2024, 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.

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

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

The following enhancements will be completed during this iteration:

Affected Customers: QSEP Portal Customers

CCSQ ServiceNow: QSEP Portal Enhancements

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

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

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

The QSEP Catalog Items will be updated with the following:

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

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• The following ‘Watchlist’ functionality will be implemented:

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

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

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

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

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

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• ‘Ticket Reopened’

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• ‘Additional Information Requested’

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• ‘Added as a Watchlist Recipient’

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• ‘Case Resolved – Watchlist Recipient’

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

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

Affected Customers: 1135 Waiver Submitters and 1135 Waiver Administrators

CCSQ ServiceNow: 1135 Assignment Group Updates

On May 23, 2024, On Friday, August 25, 2023, at 8:30 PM ET, CCSQ ServiceNow will deactivate future Verify Software Allocation email notifications as this process has ended.

The following notifications will be turned off to prevent future notifications:

• TRAPP - Notification to PO and Asset Team
• TRAPP - Reminder notification to Product
• TRAPP - Email asking to update licensing

update the CCSQ ServiceNow 1135 Child Group Membership Roles so that when Group Members are added/removed, the 1135 Child Group roles will align with ServiceNow best practices.

Affected Customers: Knowledge Base Managers

Knowledge Article Base Rule Update

On May 23, 2024

The following enhancements will be completed during this iteration:

CCSQ ServiceNow will provide customers a new Session Timeout warning to the following Portals:

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

Session Inactivity Notice

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

Session Timeout

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

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

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Agentsand ADO Managers

SLA Incident Reporting Update

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

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Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Track a Ticket Security Code Update

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

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Affected Customers: IT Service Catalog Customers

Decommission Service Catalog Category, Sub-Category and Catalog Items

On May 23, 2024,

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

On Friday, July 28, 2023, at 8:30 PM ET, 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

The following enhancements

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.

will be completed during this iteration:

Affected Customers: All CCSQ ServiceNow Service CenterManagers

Agent Workspace: ‘Close Case’ Button Update

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

Platform and Portal Customers

Standardized Phone Number Extension and Email Confirmation Fields

On May 9, 2024On Friday, July 28, 2023, at 8:30 PM ET, CCSQ ServiceNow will add phone number extension and email confirmation fields throughout the platform and portals.  The 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

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

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, 2024On 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.

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

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

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

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

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

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

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

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

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

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

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

CCSQ ServiceNow: Targeted Comms Mailer Recipient List Update

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

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.