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| title | February 2August 23, 2024 |
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| The following enhancements will be completed during this iteration: CCSQ ServiceNow Version Upgrade from Utah to Washington DCAffected Customers: CCSQ ServiceNow Onboarding Team Service Catalog Onboarding Form Changes Customers CCSQ ServiceNow will begin the upgrade from the Utah version to the Washington DC version tonight On February 2, 2024, at 8:30 PM ET. This upgrade will not cause any system downtime, and customers will be able to continue using CCSQ ServiceNow will implement the updates below to the Service Catalog Onboarding form: - Correct hyphenated use of Onboarding at the form level from ‘On-boarding’ to ‘Onboarding’
- The following will be removed:
- The sentence, “Contact your On-boarding Project Manager with questions about the On-Boarding process.”
- Site Location questions
- Contracting Officer field
- Onboarding Project Manager field
- Shipping Address fields
- Billing Information fields including zip code field
- Contractor Project Manager Information fields including job title field
- The following fields will be added and/or changed:
- Added under the Task Order Number field
- Field Label: DUA Number
- Field Type: Optional – Open text
- Added under the DUA Number field
- Field Label: DUA Expiration Date
- Field Type: Optional – calendar select
- Contractor Shipping POC Name changes from ‘Contractor Shipping POC Name’ to ‘Contractor POC Name’
- Contractor Shipping POC Email changes from ‘Contractor Shipping POC Email’ to ‘Contractor POC Email’
Affected Customers: CCSQ ServiceNow Internal Customers IT Service Catalog: Requested Item (RITM) Closed Update On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update for any IT Services Catalog item (RITM), when the ‘State’ field is ‘Closed Complete’ or ‘Closed Incomplete,’ the ‘Variables’ tab in the RITM will be locked down. The RITM will be read-only and cannot be edited. This will ensure the data being submitted is consistent.  Image Removed
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Affected Customers: CCSQ Support Central, iQIES/QIES/ASPEN, CCSQ ServiceNow Platform and Portal Customers iQIES Idea Portal Enhancements while the upgrade is implemented. CCSQ ServiceNow is upgraded annually to ensure that CCSQ ServiceNow customers have continued access to support services and the latest ServiceNow features. The Release Notes for upgrading from Utah to Washington DC can be found on the ServiceNow website. |
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| The following maintenance task has been completed:Affected Customers: CCSQ ServiceNow Hospital Hardship Customers Hospital Hardship Form Updates On August 6, 2024, at 9:30 AM ET, CCSQ ServiceNow fixed an error with the Hospital Hardship form end dates. The application period for program year 2023 closes on August 31, 2024, for Eligible Hospitals (EHs) and November 30, 2024, for Critical Access Hospitals (CAHs). |
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| The following maintenance task has been completed:Affected Customers: CCSQ ServiceNow CSM Configurable Workspace Agents CCSQ ServiceNow: CSM Configurable Workspace Updates On August 6, 2024, at 9:30 AM ET, CCSQ ServiceNow fixed an issue with the ‘Description’ field, ‘Create Case’ button and ‘Agent Assist’ pane in CSM Configurable Workspace. The ‘Description’ field was not displaying data for ES Case Type and the ‘Create Case’ button was not appearing for agents to select. The ‘Agent Assist’ pane appeared when it should not have, causing agents to toggle between screens. This fix will resolve the issues reported in CMS Configurable Workspace for agents. |
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| 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 On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Customer and Idea Manager experience on the iQIES Idea Portal. Enhancements to the iQIES Idea Portal include: - The ‘Introductory Statement’ for the Idea Portal will be updated to:
"Welcome to the iQIES Idea Portal! To get started, click the Create an Idea button below. Once you submit your idea, it will be reviewed by the iQIES team to determine next steps. Be sure to vote on ideas you find most significant to help CMS understand consumer feedback. To keep track of your own ideas, click the My Ideas tab. To view all idea submissions, click the All Ideas tab. Subscribe to an idea to receive a weekly update on the status of the idea. If you need assistance or want to learn more, please refer to the iQIES Ideal Portal User Manual." - A mandatory field message alert on the ‘Create an idea’ page will notify customers when required fields are not completed.
- When there are incomplete mandatory fields, upon clicking the ‘Create Idea’ button, an error message pop-up window will appear at the top of the form. The error message reads “Some sections are incomplete.” and includes the names of the mandatory fields to complete.
- Click the ‘X’ in the error message to close that window.
- The focus will then be directed to the first incomplete mandatory field upon closing the error message.
- The error message will reappear if the ‘Create Idea’ button is clicked again without completing the mandatory field(s).
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- All Ideas List View Updates
- A ‘Comment’ button is added under the ‘Subscribe’ button.
- The ‘Comment Count’ under ‘Categories’ will display how many comments are on each idea.
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- Idea ‘Sort by’ drop down updates include:
- The ‘Created’ option will be updated to ‘Created Date.’
- An option for viewing the ideas that the Customer subscribed to called ‘My Subscriptions’ will be added as a dropdown selection.
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- Navigation Updates
- The ‘Back to Idea Portal Home’ link that was at the bottom right of the page will be changed to a ‘Back to Top‘ arrow.
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- Navigational links will be added to the top of every page to improve navigation around the iQIES Idea Portal.
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- Selections made in the drop-down menus (Status, Category, Sort by) on the Home page will be saved when customers navigate to another page and return to the Home page. When the customer navigates to the Idea Details view, they can easily navigate back to the All Ideas List view using the new navigational links. The selections made in the drop-down menus will persist, so the customer doesn’t have to select them again, creating a better user experience.
- The Idea Submitted email notification will include a new option to unsubscribe: “If you feel you received this message in error or no longer wish to receive updates, click here to be removed from the idea subscription.”
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- iQIES customers who submit ideas will receive email notifications when an iQIES Idea Manager leaves a comment on their idea. Idea submitters will be able to respond to the iQIES Idea Managers by clicking the ‘Provide Additional Info’ button in the email notification. These responses will go to the iQIES Idea Managers and will also be posted as a comment within the idea on the portal.
This update makes it easier for submitters and managers to respond without having to login to the iQIES Idea Portal to share the comment.  Image Removed
For more information, review the Master Article for 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: CCSQServiceNow CustomersCCSQ ServiceNow: Update reCAPTCHA Challenge Error Message On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update the reCAPTCHA message on the following portal webpages. This update will improve the ServiceNow customer experience by standardizing the reCAPTCHA pop-up message for these portals. - QualityNet Question and Answer Site
- Q&A Ask a Question (new)
- Q&A My Questions - Request a report of your open or closed Questions.
- QSEP Help Center
- iQIES HCD Research Form
- Support Central Track a Ticket
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When the customer does not check the “I’m not a robot” checkbox in reCAPTCHA, the customer will receive a standardized reCAPTCHA error message to address the security verification. The customer will click the ‘OK’ button to close the pop-up message. The focus will then be directed to reCAPTCHA box. The customer will click the “I’m not a robot” checkbox, and then click the appropriate ‘Submit’ or ‘Send’ button to proceed with their submission. Affected Customers: CCSQ ServiceNow Agents, Managers, and SOS Leadership CCSQ ServiceNow Update: Canceled Incidents migrate existing Agent Workspace to CSM configurable workspace in preparation for the Washington DC upgrade in ServiceNow. All ServiceNow Customers who currently utilize Agent Workspace will see the following changes: - Agent Workspace will be decommissioned and no longer available
- Configurable Workspace will be activated to replace Agent Workspace
Benefits of this update include improved functionality, navigation, configuration ability, and overall experience for Agents in ServiceNow by migrating them from Agent workspace to CSM configurable workspace.
Affected Customers: CCSQ ServiceNow System Teams CCSQ ServiceNow: Automated Testing Framework (ATF) Platform - All Case Type Update On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the ATF Platform to include all Case Types: - EPCS
- ES
- QPP
- HQR
- EQRS
- QSEP
- iQIES/QIES/ASPEN
- Original Case Form
This update to ServiceNow’s ATF will streamline and reduce the amount of manual effort needed to perform ServiceNow upgrade regression testing and overall functionality and feature testing for the case types in the ServiceNow Platform.
Affected Customers: CCSQ Support Central Customers CCSQ Support Central: Live Agent Chat ‘CARL’ Updates On August 2, 2024, 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, at 8:30 PM ET, CCSQ ServiceNow will 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.  Image Added
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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 On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update improve the existing Major Incident form. The ‘Cancel’ button and ‘Canceled’ State selection will no longer be available to CCSQ ServiceNow Agents. This was done to help reduce human error in the workflow. The ‘Cancel’ button at the top right will only be visible to SOS Leadership.  Image Removed
When a member of SOS Leadership clicks the ‘Cancel’ button, the entire form is read only (everything is grayed out) and the ‘State’ field will indicate ‘Canceled.’  Image Removed
The following maintenance tasks will be completed during this iteration: Affected Customers: CCSQ ServiceNow System Team CCSQ ServiceNow: Upgrade Prod to Utah Patch 9 Hot Fix 1 On February 3, 2024, at 6:00 AM ET CCSQ ServiceNow will be updated to include the Utah Patch 9 Hot Fix 1 upgrade as scheduled in HIWAVE as a part of the monthly patching program. Skipped list will be manually adjusted as needed. ServiceNow Patches provide enhancements and security patching to the environment and will ensure that the production environment has the most current patch level to reduce the risk of potential vulnerabilities. Affected Customers: CCSQ ServiceNow Platform and Portal Internal Customers Assignment Group Name Updates 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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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 On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will rename and retire the following Assignment Groups. Assignment Groups that will be renamed:update the Subscription Management dashboard to contain accurate counts of purchased vs consumed for all of the CCSQ ServiceNow licensed products. The automation that will be put in place will ensure counts remain accurate.
Affected Customers: CCSQ ServiceNow System Team CCSQ ServiceNow: Restricted Access to Custom Tables On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will reduce the number of custom tables in use for the CCSQ ServiceNow programs and provide the ability to track all custom tables via Subscription Management.
Affected Customers: 1135 Waiver Submitters and 1135 Waiver Administrators CCSQ ServiceNow: 1135/CMCS Waiver Updates On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the 1135/CMCS Waiver to now include the requesting justification in the ‘Case Open’ notification. The notification will list each waiver and the request justification in the child case form. This update provides agents the ability to copy/paste the justification from the submitter's response email in the parent case work notes section. The waiver justification states: - “Brief description of how the 1135 waiver will support the state's response during the PHE:”
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Affected Customers: ESS Portal Customers ESS Portal: Self-Service Portal ‘Incident Form’ Update On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the required fields on the ‘Incident Form’ on the ESS portal. The ‘Incident Form’ did not have the required fields marked previously and this change will prevent incidents from being created if required fields aren't populated.
Affected Customers: CCSQ ServiceNow ADO Support Groups CCSQ ServiceNow: Case Centric Script Update On August 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the 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, at 8:30 PM ET, CCSQ ServiceNow will create a new automation workflow process for failure of API call to QPP. The new automation workflows will have a process so that if the automation fails, an incident will be created to help resolve the QPP-->ServiceNow API Integration.  Image Added
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| The following enhancements will be completed during this iteration: Affected Customers: CCSQ ServiceNow QPP Service Center Agents CCSQ ServiceNow: Integration with Quality Payment Program (QPP) Application Programming Interfaces (API) for Accountable Care Organization (ACO) Data Retrieval On July 18, 2024, at 8:30 PM ET, CCSQ ServiceNow will 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 Added
Affected Customers: CCSQ Support Central Customers CCSQ Support Central: CMS QIO Program (CQP) Updates On July 18 | Old HIDS Assignment Group Name | New Assignment Group Name | HIDS ART Servicenow Devops | ServiceNow ART DevOps | HIDS Knowledge Manager | ServiceNow Knowledge Managers | HIDS Knowledge Manager Publishers | ServiceNow Knowledge Management Publishers | HIDS OPS-SERVICENOW | ServiceNow Operations | HIDS Ops-ServiceNow Approvers | ServiceNow Approvers | HIDS Service Desk Publishers | Service Center Knowledge Publishers | HIDS ServiceNow Trainer Publishers | ServiceNow Trainer Knowledge Publishers | HIDS ServiceNow-Admins | ServiceNow Administrators | Public QA-Ventech | Service Center-Public QA | Assignment Groups that will be retired:ISG Use Human-Centered Design | HIDS Access Management | ITSM subscribers | HIDS OPS-Active Directory | Password Reset Access | HIDS Service Management Office | Public QA - Lantana Group | HIDS Project Managers-ServiceNow | QNET QA P2 Enhancement Team | HIDS QA | QPP StartNow Implementation Group | HIDS Project Managers-Infrastructure | QPP Testers | HIDS ServiceNow-Business Analysts | Self Service password reset | HIDS Project Managers-ADO | ServiceNow - QPP | HIDS ServiceNow-Project Managers | ServiceNow LACE | HIDS ServiceNow-Scrum Masters | ServiceNow To JIRA Integration | Hospital Hardship Application | The Team Formerly Known as Echo Team A | CSM User | Service Center Assignment Groups that will be renamed:Old HIDS Assignment Group Name | New Assignment Group Name | HIDS CTI Agents | Service Center CTI Agents | HIDS Performance Analytics Admins | Service Center Performance Analytics Admins | HIDS Service Desk LMS Admin Publishers | Service Center Service Desk LMS Admin Publishers | HIDS Workflow Management | Service Center Workflow Management | Service Center Assignment Groups that will be retired:HIDS Ventech Managers | HIDS Project Managers-ServiceDesk | Platcore Authors/Publishers | QPP Approval Group-New User Requests | Case-SLA Notification Group | Service Management Office (SMO) | Affected Customers: CCSQ ServiceNow iQIES Customers iQIES Case Form Update: ‘Participation Options’ Field Drop-down List in Alphabetical Order On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update the iQIES Case Form drop-down list for the ‘Participation Options’ field to be listed in alphabetical order. Affected Customers: ServiceNow ART Team Platform Banner Announcements Update On February 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the CCSQ ServiceNow Platform banner configuration so the link will appear on the right side of the banner.  Image Removed
Whenever clones are scheduled to any lower environment, automated banners will be populated using the new Next UI out-of-the-box banner process. For more information on the process, review the following checklists: Affected Customers: CCSQ Support Central Customers CCSQ Support Central Update: Mobile Device Text On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will remove the overlapping text that appears in CCSQ Support Central when customers use a mobile device.  Image Removed Affected Customers: CCSQ ServiceNow Support Central Customers CCSQ ServiceNow Support Central: ‘About Us’ Page Update On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update any heading, tab, or reference to the ‘About’ page in Support Central to be retitled ‘About Us.’ This will provide consistency in wording throughout CCSQ Support Central navigation tabs and individual page names to improve the overall customer experience. The ‘About Us’ page provides information about the mission of CCSQ Service Center and the type of customers and questions/issues that are supported. The more the customer is aware of the relevance of the CCSQ Support Central website to the CCSQ Service Center, the more they will utilize its functions to submit and retrieve information. | Tabs Page |
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| 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 The following enhancements will be completed during this iteration: Affected Customers: CCSQ Support Central Customers and Live Chat Agents CCSQ Support Central: Live Agent Enhancements On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement enhancements to the CCSQ Support Central Live Agent functionality. These enhancements will improve the customer’s experience when using CCSQ Support Central Live Agent functionality by providing greater visibility of the chat function, easier authentication, and an estimated wait time. - Better visibility of chat icon to provide better marketing for Live Agent/Virtual Chat button on CCSQ Support Central homepage.
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- Customers will be able to edit the authentication code value fields (First name, last name, and email) if originally entered incorrectly.
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- An estimated wait time of one to three minutes will display for the customer to know when they will be connected to a live agent.
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For more information, review the Master Article for CCSQ Support Central - Home Page 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 iQIES Customers iQIES HCD Research Form Updates 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 18On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the iQIES HCD Research Form. These enhancements will improve the efficiency of the form. - The radio buttons selections under the ‘Research Type’ and ‘Affiliation’ fields will now be read aloud for customers who rely on the screen reader.
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- A multi-select option will be added to the 'Specialty Type’ field. Customers who rely on the screen reader will now be read their selection(s).
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- The ‘Submit’ button color will be updated from grey to the active blue color. This change will provide a better color contrast that in some cases can be challenging for customers to see.
The following maintenance tasks will be completed during this iteration: Affected Customers: CCSQ ServiceNow Systems Team ServiceNow Health Scan Update 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).  Image Added
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 18On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to CCSQ ServiceNow and the Q&A Portal to address the 2023 Health Scan findings in the "Act" Definition Category. These updates will improve performance and follow best practice standards. Portal Performance Update: AngularJS directives will be used instead of JavaScript window objects.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. |
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| The following enhancements will be completed during this iteration: Platform Performance Update: A business rule in the global scope was removed and replaced by generic script.Affected Customers: CCSQ ServiceNow iQIES CustomersEmployee Self-Service Tool (ESS) Customers CCSQ ServiceNow Employee Self-Service Portal (ESS): Password Reset iQIES Case Form Update On January 19July 3, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the iQIES Case Form. The iQIES team will be supporting Ambulatory Surgical Centers (ASC) with Survey and Certifications, therefore, ASC will be added to the Participation Options drop-down list on the iQIES Case form.  Image Removed
ASC will be added to the Participation Options drop-down list for all Contact types: - Providers
- States
- CMS
- Vendors
- MAC
- Contract Surveyors
- Other
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Affected Customers: CCSQ ServiceNow Agents Agent Workspace: ‘Handle as Manual Proofing Case’ Update On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update in Agent Workspace. ‘Handle As Manual Proofing Case’ will no longer be an option in the Agent Workspace view. Affected Customers: CCSQ ServiceNow Platform Customers Assignment Group Name Updates 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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- 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 3On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will rename and retire the following Assignment Groups.. 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.  Image Added
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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:
- 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 Assignment Groups that will be renamed: | Old HIDS Assignment Group Name | New Assignment Group Name | HIDS ServiceNow-Architects | ServiceNow-Architects | HIDS ServiceNow-Developers | ServiceNow-Developers | HIDS Metrics Reporting | ServiceNow-Metrics Reporting | Assignment Groups that will be retired: HIDS-Staff | ServiceNow - PI3 | Minions | ServiceNow - QSEP team | More Review | ServiceNow - Team 1 | ORL Release Team | ServiceNow - Team 2 - Access Management Team | Performance Analytics ServiceNow Team | ServiceNow - Team 2 - On-Boarding (12th SoW/ Enhancement) | Portal Redesign Team | ServiceNow - Team 2 - On-boarding Team | Remedy Decom Team | ServiceNow - Team 2 - On-boarding Team-X | Service Portal Metrics Overview | ServiceNow - Team 2 - Solarwinds Integration | ServiceNow | ServiceNow - Team 3 - RightNow Transition | ServiceNow - FAQ/CS Team | ServiceNow COVID-19 Help Desk | ServiceNow - O&CI | ServiceNow QIES Phase 2 Team | ServiceNow - Password Reset Team | Services Portfolio Admins |
Affected Customers: CCSQ ServiceNow Q&A Portal Customers Q&A Portal Updates On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to the CCSQ Question & Answer (Q&A) Portal: - Inpatient-Measures & Data Element Abstraction Program Update: Remove Subtopics for Hospital Inpatient - PC-01
The subtopics for Hospital Inpatient - PC-01 are no longer needed and will be removed. - Data Submission
- General Abstraction Guidelines
- Population and Sampling
The Hospital Inpatient - PC-01 topic will remain.  Image Removed
- Assignment Group Update for Screening for Metabolic Disorders Topic
The Screening for Metabolic Disorders topic assignment group will be updated to the Public QA – Measure Writers team. The Screening for Metabolic Disorders topic is located under the IPF - Inpatient Psychiatric Facility program. Affected Customers: 1135 Public Portal Customers and Agents CCSQ ServiceNow 1135 Waiver/Flexibility Request and Inquiry Form Updates 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 20On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the 1135 Waiver/Flexibility Request and Inquiry Form as follows: - ‘Submit’ Button Redesign and Mandatory Fields Error Messaging
- The ‘Submit’ button will appear at the bottom of the form after the completion of each section.
- After all mandatory fields are completed in a section, the next section will appear.
- When there are incomplete mandatory fields, upon clicking the ‘Submit’ button, an error message pop-up window will appear at the top of the form. The error message reads “Some sections are incomplete.” and includes the names of the mandatory fields to complete.
- Click the ‘X’ in the error message to close that window.
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- The focus will then be directed to the first incomplete mandatory field upon closing the error message.
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- The error message will reappear if the ‘Submit’ button is clicked again without completing the mandatory field(s).
- When all mandatory fields are complete, clicking the ‘Submit’ button will trigger the form submission.
Minimum of Four Characters Required- Customers will be required to enter a minimum of four characters in the field that is presented when the "Click here if you do not see your Waiver Request Type" checkbox is selected in the ‘Waiver/Flexibility Request Type’ field in Section 3.
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- If the Customer enters less than four characters in the field, an error message will appear. When the error message is closed by clicking ‘X’ or the ‘OK’ button, the customer will be sent to the related field to correct their entry.
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These updates will meet 508 Compliance requirements. Customers who rely on the screen reader will now be read error messages and will be guided through the form to correct the error(s) and proceed with their submission. | Tabs Page |
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| URL on AWS Access Request form in Cloud ServiceNow Catalog. The updated URL will link to ‘QNet_HCT Requesting Access to QNET Cloud.’  Image Added
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:  Image Added
Affected Customers: CCSQ ServiceNow Agents Agent Workspace Update: QPP Cases On June 20 The following enhancements will be completed during this iteration: Affected Customers: CCSQ ServiceNow Platform Customers CCSQ ServiceNow Platform: Next Experience UI Implementation On January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will begin the upgrade to the Next Experience UI. 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 periodically 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 as well as some enhancements to existing features. Some of the new functionality includes: - Enhanced User Experience: Users may find it easier to perform their tasks, leading to increased productivity.
- Mobile Responsiveness: Designed to be mobile-responsive and accessible from various devices and screen sizes.
- Improved Performance: Optimized, leading to faster load times, and improved overall system efficiency.
- Modern User Interface: Modern and visually appealing user interface. Designed to be more intuitive and user-friendly, making it easier for customers to navigate and interact with the whole platform.
- Unified Navigation: Enables you to access content across ServiceNow in a single pane, simplifying access to the items you need to get working.
- All menus: Retrieve the menu items and modules you can access in ServiceNow, add them to your favorites, and return to items previously visited.
- Contextual app pill: See where you are in the ServiceNow platform and add current item to your favorites if desired.
- Global Search: Search across ServiceNow to return the results that are most relevant to you.
- Notifications: View and personalize notifications applicable to you based on access and admin configurations.
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More Details about this Upgrade Videos detailing the upgrade to the Next Experience UI can be found on the ServiceNow website: For more information, review the ServiceNow Next Experience UI Frequently Asked Questions (FAQ) in CCSQ ServiceNow. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account. If you need additional information: Affected Customers: CCSQ Support Central Customers CCSQ Support Central: HARP Self-Service Enhancements On 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.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).’
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| The following enhancements will be completed during this iteration:Affected Customers: QSEP Portal Customers CCSQ ServiceNow: QSEP Portal Enhancements On May 23, 2024, 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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- ‘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, at 8:30 PM ET, CCSQ ServiceNow will 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, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the Knowledge Base view count. The Knowledge base rule for removing Knowledge Article view counts every six months will now increase to one year.
Affected Customers: CCSQ Support Central Customers CCSQ Support Central: Call Scheduling Enhancements On May 23, 2024, at 8:30 PM ET, CCSQ ServiceNow will 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. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.
Affected Customers: CCSQ ServiceNow Portal Customers CCSQ ServiceNow Portal Updates: Session Timeout On May 23, 2024, at 8:30 PM ET, CCSQ ServiceNow will provide customers a new Session Timeout warning to the following Portals: - CCSQ Support Central
- 1135 Waiver / Flexibility Request and Inquiry Form
- Hospital Hardship Application
- Q&A Portal
- iQIES HCD Research Form
- QSEP Help Center
Session Inactivity Notice  Image Added
- The customer will be notified once their session has reached 25 minutes at which point they will have five minutes to extend the session or end it.
- If the customer clicks 'Continue Session' or ‘X', their session will reset to 30 minutes and they will remain on the page.
Session Timeout  Image Added
- If the customer allows the timer to reach zero, a Session Timeout message will display informing them that their data on the form was not retained.
- When the customer clicks the 'X', they will be redirected to the home page of the portal they are on, and their data will not be saved.
This update will improve Customer experience when using CCSQ ServiceNow Portals to provide full transparency to Customers on when their current session will time out.
The following maintenance tasks will be completed during this iteration: Affected Customers: CCSQ ServiceNow Agentsand ADO Managers SLA Incident Reporting Update On May 13, 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.  Image Removed
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 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. Old HIDS Assignment Group Name | New Assignment Group Name | HIDS Hardship Exception Users Group | Hardship Exception Users Group | HIDS Human Centered Design | Service Center-HCD | HIDS Knowledge Domain Experts | Knowledge Domain Experts | HIDS Knowledge Template Editors | Knowledge Template Editors | HIDS ServiceNow-Admin Publishers | ServiceNow-Admin Publishers | HIDS ServiceNow-Quality Analysts | ServiceNow-Quality Analysts | HIDS ServiceNow-Security Admins | ServiceNow-Security Admins | HIDS ServiceNow-Trainers | ServiceNow-Trainers | HIDS Shared Windows Ops Publishers | Shared Windows Ops Publishers | HIDS OPS-Network | Cloud-NetOps | HIDS OPS-Cloud–Admin | Cloud-Ops-Admin | HIDS Automation | Cloud-Management-Automation | HIDS Security-SOC | Cloud-SOC | HIDS-SPOC | Cloud-Security-SPOC | HIDS-SO | Cloud-Security-SO | HIDS Change Manager - Approvals | Cloud-Ops-CMs | HIDS Threat&Vulnerability Management | Cloud-Security-TVM | HIDS Service Delivery | Cloud-Ops-Delivery | HIDS Security-Incident Response | Cloud-Security-IR | HIDS Security-Engineering | Cloud-Security-Engineering | HIDS Security-Auditors | Cloud-Security-Auditor | HIDS Security-Assessors | Cloud-Security-Assessors | HIDS Security-Analysts | Cloud-Security-Analysts |
Affected Customers: CCSQ ServiceNow Platform Customers Retired Assignment Groups Starting 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 | HIDS Ventech Managers | HIDS ServiceNow-Cloud Group Administrators | HIDS PPS SCRUM STORY CREATOR | HIDS ServiceNow-Cloud Operators | HIDS PI-3 Sprint Team | HIDS ServiceNow-Cloud Root Administrator | HIDS PPS Project Creators | HIDS ServiceNow-Cloud Service Designer | HIDS OPS-Sharepoint | HIDS ServiceNow-Cloud Users | HIDS PPS ServiceNow Team | HIDS ServiceNow FedRamp 2020 | HIDS PPS Analyst | HIDS ServiceNow-Leadership | HIDS PPS Story Creators | HIDS SNOW IMP | HIDS PPS WORKER | HIDS SNOW-StartNow RIDAC | HIDS Resource Manager | HIDS Software Asset Managers | HIDS ServiceNow-Cloud Administrators | HIDS System Group Manager | HIDS ServiceNow-Cloud Event Integrator | HIDS OPS-ServiceNow-ITOM-Admins | HIDS ServiceNow-Cloud Governor | HIDS Demand Managers | HIDS PPS Document Admins | HIDS Agile Practice | HIDS OPS-ServiceNow-ITOM-Developers | Retired Assignment Group NamesAD Pswd Reset Team | COVID-19 Administrators | AD Pswd Reset-Windows | COVID-19 Help Desk Reporting | Admin Group | COVID-19 Users | Alpha Team | Database | Architect Team | Delta Force | Asset Full Access User | FedRamp/High-QA Testing Team | Bravo Team | Guided Tour Admin | CCI Team | Hackerjacks | Charlie Team | HCQIS SAFe-Read Only | Cloud | ISG Use Cloud | CMS Scrum Story User | Public QA-Lantana Group | 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 On Friday, January 5, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Service Center’s 2024 Holiday Closure Dates posted on the CCSQ Support Central Contact Us page.  Image Removed
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. | Tabs Page |
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| The following enhancements will be completed during this iteration: Affected Customers: CCSQ Support Central Customers CCSQ Support Central: New ‘Program’ Field Tool Tip On Thursday, December 21, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the tool tip for the ‘Program’ field under the ‘Ticket Details’ section for the ‘Create a New Ticket’ page in Support Central. The new tool tip will include a Program Summaryto provide more information on each Program. This update will help customers select the correct Program when submitting a new ticket in CCSQ Support Central resulting in faster resolution time. Image Removed
Affected Customers: CCSQ Support Central Customers CCSQ Support Central: Create a New Ticket and Track an Existing Ticket Messaging Updates On Thursday, December 21, 2023, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central Create a New Ticket and Track an Existing Ticket messaging so the forms provide instructional text that will be readable by screen readers and to ensure compliance with Section 508 of the Rehabilitation Act. The following functionality will be updated: - Create a New Ticket and Track an Existing Ticket will have an additional instructional message at the beginning of each form that is screen readable. The new message will inform the requester that they must complete all required fields for the ‘Next’ or ‘Submit’ button to be available allowing them to proceed.
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- Create a New Ticket field tool tips will be readable by the screen reader. These are identified by the Question Mark icon.
These updates will provide a better customer experience when filling out the Create a New Ticket and Track an Existing Ticket forms. The following maintenance tasks will be completed during this iteration: Affected Customers: CCSQ ServiceNow Customers CCSQ ServiceNow: Logo Updates for the Visual Impaired On Thursday, December 21, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the alternative text for the following Logos that appear in the ServiceNow portal headers and footers: - Centers for Medicare & Medicaid Services (CMS)
- Department of Health & Human Services (DHS)
- QualityNet
Affected Customers: CCSQ Support Central Customers CCSQ Support Central: New EQRS URL Links On Thursday, December 21, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the EQRS links on Support Central to the new EQRS URL (https://eqrs.cms.gov/). This update ensures that customers will navigate to the correct EQRS website. Affected Customers: CCSQ ServiceNow Customers New Subcategory for Security Incidents and Problems On Thursday, December 21, 2023, at 8:30 PM ET, CCSQ ServiceNow will add aSubcategory menu option for new Incident and Problem records titled ‘Endpoint’ when ‘Security’ is the selected Category. Image Removed
This will improve the customer experience by providing a Subcategory selection for this required field that previously offered no drop-down selections. Affected Customers: CCSQ ServiceNow System Team CCSQ ServiceNow: Utah Patch 9 Upgrade On Saturday, December 23, 2023, at 2:00 PM ET, CCSQ ServiceNow will be updated to include the Utah Patch 9 upgrade as scheduled in HIWAVE as a part of the monthly patching program. 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. | Tabs Page |
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| 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 On 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 fixed an issue with SLA reporting. When an Incident is assigned, and the ‘Assigned To’ person leaves a comment, the SLA is updated. However, when the "SYSTEM" leaves a comment, it is not updated. This fix will resolve the reporting for ADOs that use Jira integration with ServiceNow. ________________________________________________________ Affected Customers: CCSQ Support Central Customers CCSQ Support Central: Track a Ticket Security Code Update On May 23, 2024, | CCSQ ServiceNow Self-Service Portal: HHS-22 Form ‘Request Year’ Drop Down Update On Thursday, December 7, 2023, at 8:30 PM ET, CCSQ ServiceNow will update 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. Affected Customers: CCSQ ServiceNow Service Centers Agents Case Form Update On Thursday, December 7, 2023, 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 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. | Tabs Page |
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| The following enhancements will be completed during this iteration: Affected Customers: CCSQ Service Center Agents and CCSQ ServiceNow Portal Customers CCSQ ServiceNow Self-Service Portal: ‘My Stuff' Update and New ‘View in Platform’ Button for On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will add new functionality 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 Track a Ticket Security Code functionality. Customers will be able to copy and paste the required Security Code they receive via email into the Verify Code pop-up. Customers will no longer receive a system error message. ___________________________________________________________________________ Affected Customers: IT Service Catalog Customers Decommission Service Catalog Category, Sub-Category and Catalog Items On May 23, 2024On Friday, 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. will provide the following updates to the ESS Portal: - The following categories are being decommissioned:
- 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)
- Under the Data and Database Services Category (this category remains active)
- Remedy Historical Data Request
- Under the Cloud Category (this category remains active)
NOTE: Amazon Redshift still resides under the Sub-Category: AWS Database. |
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| The following enhancements The following maintenance tasks will be completed during this iteration: Affected Customers: 1135 Waiver Public All CCSQ ServiceNow Platform and Portal Customers and 1135 Waiver Agents 1135 Waiver Public Portal: ‘Add Another Waiver Request’ Field Update for the Visual Impaired On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will update the functionality of the ‘Add Another Waiver Request’ button on the 1135 Waiver Public Portal. When a visually impaired customer clicks the ‘Add Another Waiver Request’ button, the screen reader will function as intended and navigate to the next required field to create the additional Waiver. Affected Customers: CCSQ ServiceNow Customers508 Compliance Updates to Q&A and QSEP for the Visual Impaired On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement 508 Compliance updates for the visual impaired to QSEP and the Q&A Portal as follows: - QSEP Form fields and the Q&A Portal fields will have a message indicating the number of characters left for the associated field so that the information can be announced automatically via Screen Reader.
- Q&A Portal heading categories will have larger text for easier viewing.
- Q&A confirmation pages will reflect a more appropriate title called 'Your Request has been Received.'
Affected Customers: CCSQ Support Central Agents and Fulfillers CCSQ ServiceNow: Email Validation for Catalog Requests Standardized Phone Number Extension and Email Confirmation Fields On May 9, 2024, at 8:30 PM ET, CCSQ ServiceNow will add phone number extension and email confirmation fields throughout the platform and portals. The update will provide conformity that will enhance the customer experience, minimize confusion, and lead to more intuitive and user-friendly interfaces. - An email confirmation field will be added to validate that the email address is entered correctly. Corrections made to the email’ field will auto-delete all content in the email confirmation field.
- A phone number extension field will be added.
- The following portals will be updated with the new fields:
- Agent Workspace
- CCSQ Support Central: Create a Ticket
- CCSQ Support Central: Track A Ticket
- ESS Portal and catalog items
- iQIES HCD Research Form (Does not have a telephone number field. Added the ‘Confirm Submitter email’ field only.)
- Q&A Portal
- 1135 Portal
Affected Customers: CCSQ ServiceNow Service Center and Help Desk Agents CCSQ Support Central: Case Reopen Notifications On May 9, 2024On Friday, October 20, 2023, at 8:30 PM ET, CCSQ ServiceNow will implement an update that requires the customer to complete the ‘Requested Email Address’ field with a valid email address. An error message will appear for invalid email address formats when submitting a Catalog Request form. This update will ensure a valid email format is submitted. The affected Catalog items in this update include: - Create Contact For CSM Outlook
- Create Security Incident
- Edit Assignment Group Attributes
- Email Distribution List and Shared Inbox
- Individual Contractor Offboarding Requests
- Production Data Management PDM
- Submit QSEP Support Ticket
- User Management
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| 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 The following enhancements will be completed during this iteration: Affected Customers: 1135 Waiver Requests Help Desk 1135 Waivers: Special Handling Notes CCSQ ServiceNow System Team Cloudbees/Jenkins Integration Decommission On May 9, 2024, at 8:30 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 will decommission the Cloudbees/Jenkins Integration with ServiceNow to connect and insert the change requests. All related components will be deactivated, such as users, application menus, modules, and transform maps.
Affected Customers: CCSQ ServiceNow Q&A Portal Customers Question & Answer (Q&A) Portal: IPFQR and PCHQR Program Subtopic Updates On May 9, 2024, 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. Affected Customers:1135 Waiver Public Portal Customers and 1135 Waiver Agents1135 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 CCSQ 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. update the Q&A Portal for the IPFQR and PCHQR program subtopics as follows: - New subtopics for the ‘IPF - Inpatient Psychiatric Facility’ program under the ‘HBIPS’ topic will be routed to Assignment Group ‘Public QA - HIP Support’.:
- Health Equity Measures
- Facility Commitment to Health Equity
- Screening for Social Drivers of Health
- Screen Positive Rate for Social Drivers of Health
- New topic for the ‘IPF - Inpatient Psychiatric Facility’ program above ‘Screening for Metabolic Disorders’ will be routed to Assignment Group ‘Public QA - HIP Support’:
- Psychiatric Inpatient Experience (PIX) Survey
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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 listThe 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.
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ISG Playbook
APIs
