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, at 8:30 PM ET, CCSQ ServiceNow will migrate existing Agent Workspace to CSM configurable workspace in preparation for the Washington DC upgrade in ServiceNow. All ServiceNow Customers who currently utilize Agent Workspace will see the following changes:

• Agent Workspace will be decommissioned and no longer available
• Configurable Workspace will be activated to replace Agent Workspace

Benefits of this update include improved functionality, navigation, configuration ability, and overall experience for Agents in ServiceNow by migrating them from Agent workspace to CSM configurable workspace.

Affected Customers: CCSQ ServiceNow System Teams

CCSQ ServiceNow: Automated Testing Framework (ATF) Platform - All Case Type Update

On August 2On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement rotating carousel banners on the CCSQ Support Central home page. Click the arrow on either side to rotate between the banners.The new Self-Service Account Recovery banner will include anew HARP Account Recovery link. The HARP Account Recovery link will make it easier for customers to handle HARP account-related issues like password resets, account unlocks, and other account help.

The link appears in multiple locations, on the new Self-Service Account Recovery banner, as well as below the banner, and on the Request Support page.

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The link accesses the Account Recovery page listing the following options for customers to recover their HARP account:

• Forgot user ID or password: Enter your email address to receive an email containing your user ID and instructions to reset your password.
• Add Two-Factor Device: Login to add a new two-factor authentication device to your account.
• Full Account Recovery: Enter your email address, first name, last name, and date of birth to receive an email containing instructions to recover your account.
• PIV Card: Learn more about how you can use your PIV card to log into HARP.
• Need more help?: Please contact the help desk for additional assistance.

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These enhancements will improve customer service by providing a link to assess HARP self-service for faster resolution to HARP account issues.

Affected Customers: CCSQ ServiceNow Self-Service Portal Customers

CCSQ Self-Service Portal: SecDevOps Category Updates

update the ATF Platform to include all Case Types:

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

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

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Live Agent Chat ‘CARL’ Updates

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

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

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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, On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the SecDevOps Catalog Items in CCSQ ServiceNow Self-Service Portal. All SecDevOps Catalog Items will be assigned to the ADO-ESS-DevSecOps Support Assignment Group.

Updates under the SecDevOps Catalog Items are as follow:

• SecDevOps ->ADO Onboarding Request
  • A new request titled "New Relic Onboarding Request" will replace "Nexus Onboarding Request IQ Server."

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• SecDevOps ->ADO Support Request

• • A new request called “Cloud Protection Manager Request”has been added.
  • A new request called “New Relic Support Request"has been added with required form fields similar to the Cloud Protection Manager Request form.

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• SecDevOps ->ADO Support Incident

• A new request called "ClamAV Support Incident" has been added.
• A new request called "New Relic Support Incident" has been added with required form fields similar to the ClamAV Support Incident form.

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Streamlining the SecDevOps Catalog Item processes will improve customer satisfaction by reducing the time to route and complete SecDevOps Catalog Item requests.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Platform Customers

HIDS Assignment Group Name Updates

Starting Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will rename the following HIDS Assignment Groups since they are no longer being used.

Affected Customers: CCSQ ServiceNow Platform Customers

Retired Assignment Groups

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

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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.

The following maintenance tasks will be completed during this iteration:

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

CCSQ ServiceNow: Major Incident Updates

On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will improve the existing Major Incident Process by updating the ‘Major Incident’ form in ServiceNow to provide more clarity and a better experience for SOS agents.

• ‘Major Incident’ notification will update from ‘Work Notes’ to ‘Reject Reason.’

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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 2Starting Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will be retiring the following Assignment Groups since they are no longer being used.

Retired HIDS Assignment Group Names

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

Affected Customers: CCSQ ServiceNow Platform Customers

CCSQ ServiceNow: QPP Case Form Update – APM Field Dropdown Options

On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the QPP Case form.

The following changes will be made to “APM” field dropdown when APM is selected in the “QPP Track” field:

• Global and Professional Direct Contract (DC) will be removed.
• ACO REACH will be added.
• Enhancing Oncology Model (EOM) will be added.

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Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Service Center 2024 Holiday Closure Dates

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 18On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Service Center’s 2024 Holiday Closure Dates posted on the following CQP Program information in CCSQ Support Central Contact Us page.

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Affected Customers: Service Center Email Integration-Targeted Communications Team

QualityNet Mailer System-to-System Functionality Update

On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement improvements in the system-to-system functionality when utilizing the QualityNet Mailer API. The ServiceNow QualityNet Mailer integration will use a system-to-system token instead of a Refresh Token to retrieve the current Authorization Code. The Authorization Code allows an external system to interact with the QualityNet system.

This eliminates the need for an Admin to login to QualityNet to obtain a temporary Refresh Token. This update also remediates the risk of expired user sessions and the risk of the automated process utilizing the credentials of an inactive user.

:

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

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

Affected Customers: CCSQ ServiceNow CCOM Security Analysts

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

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

Affected Customers: CCSQ ServiceNow IT Services Catalog Customers

CCSQ ServiceNow: IT Services Catalog Cloud AWS Compute Services Update

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

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

The following enhancements will be completed during this iteration:

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

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

On July 3, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the password reset process for the ESS Portal. The new password reset process will improve the Customer experience when resetting their password and seeing the error handling messages. 

The improvements include:

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

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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,

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: New ‘Program’ Field Tool Tip

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,

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ Service Center Agents and CCSQ ServiceNow Portal Customers

CCSQ Q&A Portal: New Topic ‘CMS Disparity Methods’ for Inpatient Psychiatric Facility (IPF) Program

On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will add a new topic for the IPF Program on the ‘Ask A Question’ page of the CCSQ Q&A Portal. Selecting the new topic titled ‘CMS Disparity Methods’ will automatically route questions to the Public QA - Measure Writers Assignment Group for further communication.

The following maintenance tasks will be completed during this iteration:

Affected Customers: 1135 Administrators and ServiceNow System Administrators 

CCSQ ServiceNow 1135 Waiver: PHE Specific Report(s) Update

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, 2024On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will provide new automation for the distribution of PHE Specific Report(s).

Automation of this process will save time for both the ServiceNow System Administrators and ServiceNow Developers who perform manual updates to the Reports requested by 1135 Administrators. This change will automate the necessary, weekly updates, so that once a Report is scheduled for distribution, it will no longer require manual updates on an ongoing basis. Also, a ServiceNow Catalog Request (task) for each of these manual updates will no longer be needed to update these scheduled Reports.

Affected Customers: IT Services Catalog Procurement Fulfillment Customers

CCSQ ServiceNow Self-Service Portal: HHS-22 Form ‘Request Year’ Drop Down Update

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, 2024On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will update and optimize the HHS-22 Form in the IT Services Catalog by adding a new request year titled ‘10/1/2023 – 12/15/2023’ to the ‘Request Year’ drop-down list.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 Service Centers Agents

Case Form Update Agent Workspace Update: QPP Cases

On Thursday, December 7, 2023June 20, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update on all Case forms so that the ‘Additional Comments’ field will not be required when 'Awaiting Internal/System Info’ is selected in the 'Awaiting info reason' field. The Case can be saved without completing the ‘Additional Comments’ field.

Affected Customers: ServiceNow System Teams

CCSQ Q&A Portal: Ask-a-Question (Q&A tool) Date Fields 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, On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an automatic script which adds the new quarterly dates for the next year. This will reduce manual modification each year.

On December 15th each year, the following fields in the ‘Question Details’ section will be automatically updated with the next year’s quarterly dates:

• Reporting quarter
• Encounter Date
• Discharge Period
• Discharge Period_IPF

The automatic script will eliminate the need for manual modification of code every year from the Q&A programs and will reduce time-lag for updates to the page.

Affected Customers: CCSQ ServiceNow Service Center Agents

Targeted Comms Date Field Update

On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Targeted Comms Module so that the date will appear correctly when the record is previewed.

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: CCSQ Service Center Agents and CCSQ ServiceNow QSEP Portal Customers

CCSQ ServiceNow Self-Service Portal: ‘My Stuff' Update and New ‘View in Platform’ Button for : QSEP Portal Enhancements

On May 23, 2024, On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will add new functionality implement the following enhancements to the CCSQ ServiceNow Self-Service Portal Home page.

• Customers will see a new table titled ‘My Cases’ listing all their cases. Click on each individual case link to view the related case activity and attachments.
• Customers will also be able to view all their open and closed case information such as the Assignment Group, current State, date/time of each Case. Just click the header (upper right-hand tab) called ‘My Stuff,' and then click ‘My Cases.’

This added functionality will provide customers the convenience of accessing their Case information on their own instead of calling the Service Center for Case status updates.

Affected Customers: CCSQ ServiceNow Self-Service Portal Customers

CCSQ ServiceNow Self-Service Portal Guided Tour Update

On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Self-Service Portal Guided Tour which is accessed through the "How to Use this Tool" link at the top-right corner of the Home Page. The language will be updated to include Security Incidents, Approvals, and Cases under ‘My Stuff’ and Security Incidents, and Cases on the CCSQ ServiceNow Self-Service Portal Homepage.

Affected Customers: CCSQ Support Central Customers, HCD, and the CCSQ Service Center Teams

CCSQ Support Central: Schedule a Call/Virtual Chat External Customer Satisfaction Surveys

On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the Customer Satisfaction Surveys on CCSQ Support Central.  The main objective of the survey information collection is to gain qualitative and quantitative data from customers who frequently visit the website to schedule a call or use Virtual Chat. After scheduling a call or a completing a Virtual Chat, randomly selected customers will receive a pop-up window inviting the customer to take a brief 2-minute survey. The survey invitation is then triggered to repeat at 90-day intervals.

The customer survey feedback will help improve design quality and assess the interactive experience to provide the Service Center teams with data-driven feedback to further improve the customer experience.

Affected Customers: 1135 Report Recipients and 1135 Administrators and Group Managers

1135 Waivers: Administrator's Report per PHE – New Executive Summary Section

On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the 1135 Waiver Report so that 1135 Administrators and Group Managers will be able to provide weekly updates to the Executive Summary option within ServiceNow. This information will accompany its related PHE Reports upon distribution of the PHE Specific Reports so that they may provide additional details as an Executive Summary to those receiving the Reports. 

The following maintenance tasks will be completed during this iteration:

implement updates to CCSQ Support Central.

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

‘Schedule a Call’ enhancements include:

• CCSQ Support Central Home Page Updates

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

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• Webform Updates to the ‘Schedule a Call’ Page

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

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• • 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.

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

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• • 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.

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• • 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.

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

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

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

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

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

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

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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

The following enhancements will be completed during this iteration:

1135 Waivers: Special Handling Notes

On Friday, September 15, 2023, at 5:00 PM ET, CCSQ ServiceNow updated the 1135 Waivers Special Handling Notes, so the Agents now see a Special Handling Note that differentiates the States (Florida and Georgia) and their applicable PHE information (dates).

This information is being provided to the ServiceNow 1135 Waiver Agents so that they have the same information that is being provided to the 1135 Public Portal customers when submitting a waiver request.

Affected Customers: iQIES Idea Portal Customers

iQIES Idea Portal: Voting and Comment Updates

On Friday, October 6, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement voting and comment updates on the iQIES Idea Portal. Customers will now be able to vote and comment on an idea no matter which state it is in, except for a completed Idea or one of the 3 'not implementing' states. 

This will allow customers to vote and comment on more stages of the idea and provide the potential for more input to help the iQIES Idea Managers.

For more information, review the Overview of iQIES Idea Portal and How to Submit an Idea and related 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 Update

On Sunday, September 30, 2023, at 12:00 AM ET, annual updates were completed to the PI Hospital Hardship Exception Application form for Critical Access Hospital (CAH) to reflect the submission window closing September 30, 2023.

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

1135 Waiver Public Portal: ‘Add Another Inquiry Request’ Field Update for the Visual Impaired

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

On 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 Agents

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

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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, 2024CCSQ ServiceNow:‘Assigned to’ Field Functionality UpdateOn Friday, October 6, 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.

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

• The following categories are being decommissioned:

• Desktop Services
• Design

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

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

The following enhancements will be completed during this iteration:

Affected Customers: All CCSQ ServiceNow Platform and Portal Customers

Standardized Phone Number Extension and Email Confirmation Fields

On May 9, 2024

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

Note: These Knowledge Articles will be available next week. To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account. 

CCSQ ServiceNow: ‘Ticket Escalated to Incident’ Notification Update

On Friday, September 22, 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. 

iQIES Idea Portal Update: New Idea Notification

On Friday, September 22, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the process for iQIES Idea Portal notifications when a new Idea is submitted in the portal. The iQIES Idea Managers will receive an email alert when a new idea is submitted, reducing their level of effort and time it takes to find a new idea and review/evaluate it.

CCSQ ServiceNow Offboarding Automation

On Friday, September 22, 2023, at 8:30 PM ET, CCSQ ServiceNow will add three new tasks for individual offboarding catalog requests. This update will improve the efficiency of the ServiceNow Offboarding process by reducing the time to offboard vendor partner personnel.

The three additional tasks will be added to the IT Services Catalog ->User Access and Password Reset ->Individual Contractor Offboarding Request to provide the automation for individual offboarding requests:

• Atlassian/SLACK Role Removal (Task assigned to ADO ESS-Collab Support)
• Active Directory Offboarding Request (Task assigned to ADO-ESS Access Management)
• HARP Role Removal (Task assigned to CCSQ Services and Operations Support)

For more information, review the Knowledge Article: Individual Contractor Offboarding Request-Offboarding Catalog Tasks in CCSQ ServiceNow. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account. 

CCSQ ServiceNow: SOS Task for AWS Access Requests

On Friday, September 22, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the AWS Access Task Fulfillment process. For each RITM approval, a catalog task is automatically created and assigned to the CCSQ Services and Operations Support (SOS) Team assignment group for approval. This will improve the tracking of assigned and completed tickets for the SOS Team.

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

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

CrowdStrike Falcon Endpoint Plugin Install and Integration Connection

On Friday, September 22, 2023, at 8:30 PM ET, CCSQ ServiceNow will install the CrowdStrike Falcon Endpoint Plugin and update IT Service Management (ITSM) capabilities for HIDS Security to process CrowdStrike application security findings through a clear, defined process. This will automate the current manual processing of ServiceNow Incident creation of CrowdStrike detectionsupdate 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 Systems Team

Automated Test Framework (ATF) Script Updates for Master Regression Test Suite

System Team

Cloudbees/Jenkins Integration Decommission

On May 9, 2024On Friday, September 22, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update to fix some of the issues with the ATF scripts in the master regression suite.

This update will:

• Match current functionality.
• Address incorrect steps that caused failing scripts.
• Eliminate data dependencies tied to specific instances.

This update will benefit the Agile Release Train (ART) whenever the ATF master regression test suite will be run (during upgrades, etc.). It is important to have these ATF updates applied in production so that they are cloned down to the lower instances, and we do not lose these changes.

Affected Customers: 1135 Waiver/Inquiry Customers

1135 Public Portal: Mandatory Fields Update

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, September 22, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the 1135 Public Portal mandatory fields on the Point of Contact section of the form. When submitters complete the fields and then toggle between a Waiver submission and an Inquiry submission, the visual indicator for a mandatory field (red bar on the field) will not display if the field has an entry.

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

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

On Friday, September 8, 2023, at 8:30 PM ET, CCSQ ServiceNow will 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.

Affected Customers: CCSQ ServiceNow iQIES Idea Portal Idea Managers

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

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.

The 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 Customers

CCSQ ServiceNow Update: Utah Patch 6 Upgrade

On 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.