- Created by Kathleen Church, last modified by Kathleen Miller on Jan 19, 2024
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Release notes from more than 90 days ago are stored in the ServiceNow Release Notes Archive in the internal ServiceNow space. Users will need to log in to view these release notes, or email CCSQServiceNow@cms.hhs.gov.
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.
- Customers will be able to edit the authentication code value fields (First name, last name, and email) if originally entered incorrectly.
- 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.
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
On 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.
- 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).
- 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
On 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.
- Platform Performance Update: A business rule in the global scope was removed and replaced by generic script.
Affected Customers: CCSQ ServiceNow iQIES Customers
iQIES Case Form Update
On January 19, 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.
ASC will be added to the Participation Options drop-down list for all Contact types:
- Providers
- States
- CMS
- Vendors
- MAC
- Contract Surveyors
- Other
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
On January 19, 2024, at 8:30 PM ET, CCSQ ServiceNow will rename and retire the following Assignment Groups.
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.
- 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
On 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.
- The focus will then be directed to the first incomplete mandatory field upon closing the error message.
- 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.
- 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.
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.
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.
More Details about this Upgrade
Videos detailing the upgrade to the Next Experience UI can be found on the ServiceNow website:
- Next Experience User Interface Overview
- Next Experience UI – Unified Navigation
- Next Experience UI – Additional Menus
- Next Experience UI – Workspaces
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:
- Slack: #help-servicenow
- Email: CCSQServiceNow@cms.hhs.gov
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 a new 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.
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.
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."
- 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.
- 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.
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 Names
AD 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.
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.
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.
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 Summary to 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.
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.
- 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 a Subcategory menu option for new Incident and Problem records titled ‘Endpoint’ when ‘Security’ is the selected Category.
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.
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
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.
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
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:
Affected Customers: 1135 Waiver Public 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 Customers
508 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
On 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
The following enhancements will be completed during this iteration:
Affected Customers: 1135 Waiver Requests Help Desk
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.
Affected Customers: 1135 Waiver Public Portal Customers and 1135 Waiver Agents
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
CCSQ ServiceNow: ‘Assigned to’ Field Functionality Update
On 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.
Don't have a ServiceNow Account? No problem. You can get the support you need through CCSQ Support Central!
CCSQ Support Central: Provides customers with multilevel support. Through CCSQ Support Central you can create new tickets that directly submit to the CCSQ Service Center and track the status of existing tickets. It also provides access to services and information for:
- Hospital Quality Reporting (HQR)
- Quality Payment Program (QPP)
- Internet Quality Improvement and Evaluation System (iQIES)
- End Stage Renal Disease Quality Reporting (EQRS)
- Electronic Prescribing of Controlled Substances (EPCS).
- QualityNet Support Center
Already have a ServiceNow Account? You can also use the platforms below to get the help you need!
ServiceNow Service Portal: Intended only for CMS employees and vender partners. The portal provides self-service options for internal customers to report Security Incidents, submit Service Requests for tools or services offered to the internal QualityNet community, report an Incident, provide Approvals, or access internal Knowledge Base articles. The portal enables internal customers to track the status of tickets and requires a login. https://cmsqualitysupport.servicenowservices.com/sp_ess
QualityNet Slack: You can send questions/issues to our Slack channels #help-servicenow
The CCSQ ServiceNow intake process provides a centralized entry point for customers to submit enhancement requests to the CCSQ ServiceNow Agile Release Train (ART).
If you have feedback for the CCSQ ServiceNow program, you can reach us at CCSQServiceNow@cms.hhs.gov.
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