Release Notes

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ Services and Operations Support (SOS)

Quick Messages Configured for SOS

On March 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will configure quick messages for SOS. Quick messages will enable the SOS Team to swiftly and effortlessly communicate with customers, providing timely updates on any associated cases, requested items (RITMs), or incidents (INCs). This streamlined process significantly enhances communication efficiency, ensuring customers are promptly informed about relevant matters regarding their submissions.

Affected Customers: CCSQ ServiceNow EQRS Customers

CCSQ Support Central: EQRS Idea Portal Launch

On March 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will release the EQRS Idea Portal. The ServiceNow Idea Portal for EQRS will serve as a centralized hub for collecting, curating, and promoting ideas, enabling the integration of customer feedback into future product development.

Features of the EQRS Idea Portal will include:

• New Login Screen
• Select ‘Idea Portals’ from the CCSQ Support Central Home Page

• Select the appropriate program tile (i.e., EQRS, HQR, or iQIES) to access the respective Idea Portal

• EQRS Idea Portal Home Page options will include:

• Create Idea
• Use the filters at the top to find specific ideas
• Subscribe to an idea to receive updates
• Upvote an idea to show support
• Comment on an idea
• Click the title of an idea to open the Idea Details page

• Create Idea
• To ensure successful submission of the idea for consideration to the EQRS Team, fill out all the required fields being as descriptive as possible

• EQRS Idea Details

• View a description of the idea, how the idea will benefit EQRS, and who will benefit from implementing the idea
• Subscribe and/or upvote the idea
• Only EQRS Idea Managers will see the ellipsis next to the Subscribe/Unsubscribe button allowing them to modify the details of the idea

• EQRS Idea Manager View
• The Idea Manager view not only allows editing the details but also moving the State to ‘Backlog’ which is the trigger for creating the associated Jira ticket allowing the EQRS team to work the idea through their normal development lifecycle

For more information, review the Master Article – EQRS Idea Portal and related Knowledge Articles in CCSQ ServiceNow, after the update is completed on March 6, 2025, at 8:30 PM ET. 

Note: To view Knowledge Articles, you will need to sign in with your CCSQ ServiceNow account.    

Affected Customers: CCSQ Service Center, EPCS Program

New Field Added to EPCS Case Form

On March 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will add a new optional dropdown field called ‘SC HCD Outreach’ to the EPCS case form to allow for tracking of this information. In addition to the new field, a new filter will be available for the EPCS Team that filters the ‘opt in’ selection for the ‘SC HCD Outreach Status’ field and EPCS as the case type. 

Affected Customers: CCSQ ServiceNow Platform and CCSQnow Customers

AI Search Attachment Grouping

On March 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will implement group attachment search results which will enable platform and CCSQnow customers to quickly locate articles linked to these attachments via the AI search engine. This will streamline the process of finding relevant information, boosting efficiency and productivity. Additionally, it will significantly improve the requestor and fulfiller experience by delivering more precise and contextually relevant search results. 

Figure 1: Search results for attachments and articles are shown separately before attachment grouping is implemented.

Figure 2: Article attachments are now grouped with their corresponding articles after implementing attachment grouping.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Platform Customers

CCSQ ServiceNow: Washington DC Patch 9A Upgrade

On February 23, 2025, at 4:15 PM ET, CCSQ ServiceNow implemented a maintenance task to upgrade to Washington DC Patch 9A in support of platform security and customer experience.

Affected Customers: CCSQ Service Center, QIES/iQIES Program

New Sub-Category Added to iQIES/QIES Case Form  

On March 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will add a new sub-category called ‘MFA’ on the iQIES/QIES case form, which will be available for the category of Account Management.  

Affected Customers: CCSQ Service Center, iQIES/QIES Program, QPP Program

Updates to iQIES/QIES & QPP Case Forms  

On March 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will update the categories and sub-categories on the QIES/iQIES and QPP Case Forms to include:

• Adding to iQIES/QIES Case Form:
• Sub-category ‘Enforcement’ to the ‘S&C Survey’ category
• Removing from iQIES/QIES Case Form:
• ‘S&C Enforcement’ category and its ‘Enforcement Appeals’ and ‘Enforcement Sanctions’ sub-categories
• ‘S&C Intake/Complaints’ category and its ‘General Intake/Complaint Issues’ sub-category
• Removing from QPP Case Form:
• ‘Account Management’ category and its sub-categories
• ‘Programmatic’ Category and its sub-categories

Affected Customers: CCSQnow Self Service Portal Customers

Field Error Message Color Correction  

On March 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will resolve the issue which is causing field error messages to no longer be colored red when rendered in the CCSQnow Self Service Portal. 

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Platform Customers

CCSQ ServiceNow: Homepage Retirement & Dashboard Governance Implementation

On February 20, 2025, at 8:30 PM ET, CCSQ ServiceNow will introduce multiple changes to enhance governance, improve reporting accuracy, and streamline the user experience for Dashboard consumers now that the transition from Homepages to Dashboards is complete.

The new Dashboard process will include:

• The remaining 1135 Homepages (6 out of 7) will be converted into Dashboards
  • A single Homepage will remain for reporting purposes
• The ability to create new Homepages will be disabled for all consumers
• A ‘Last Viewed’ field will be introduced and populated for all Dashboards
• Shared Dashboards that have not been viewed in over 365 days will be retired
• Personal Dashboards that have not been viewed in over 90 days will be retired
• Starting February 21, 2025, the Dashboard Governance functionality will begin processing:
  • Daily Dashboard usage data
  • System Notifications will be sent to Dashboard Owners, both Individual and Shared, prior to their Dashboards being retired to notify them of inactivity

Affected Customers: CCSQ Service Center, CCSQ ServiceNow Platform Customers

Original Case Form Updates

On February 20, 2025, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the Original Case Form on both the Platform and CSM Configurable Workspace to ensure that customers submitting unsupported cases no longer encounter references to the inactive PQRS and DEL Programs. Additionally, the case submission process will be streamlined by eliminating outdated information and unnecessary fields.

Affected Customers: CCSQ Service Center, CCSQ ServiceNow Platform Customers

Enable ‘Resolve as Spam’ on Original Case Form

On February 20, 2025, at 8:30 PM ET, CCSQ ServiceNow will update the Original Case Form to enable the ‘Resolve as Spam’ button to be visible on the Platform and CSM Configurable Workspace. This will allow agents to quickly resolve cases as spam if needed, streamlining the workflow and enabling efficient management of spam cases to improve productivity and ensure a smoother user experience.

Affected Customers: CCSQ Service Center, EQRS/ESRD Program

Update to EQRS Case Type

On February 20, 2025, at 8:30 PM ET, CCSQ ServiceNow will modify the EQRS Case Type to auto-populate the ‘Parent Account’ field based on the ‘State’ field selection when ‘ESRD Facility’ is selected as the Account Type. The need for agents to manually select a value in the ‘Parent Account’ field will be eliminated. This enhancement not only streamlines the account creation process, but also reduces the likelihood of errors, ensuring a consistent and accurate population of the ‘Parent Account’ field.  

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ Service Center, CCSQ ServiceNow Platform Case Management and CSM Configurable Workspace Customers (for the impacted Case Types outlined)

Service Center Case Form Optimization Enhancements

On February 6, 2025, at 8:30 pm ET, CCSQ ServiceNow will provide optimized Service Center Case Form features.

A new dropdown required field called ‘HARP Account Related’ will be implemented in the following case forms:

1. CCSQ - Identity Proofing
2. EPCS
3. EQRS
4. ES
5. HQR
6. iQIES/QIES
7. QPP
8. QSEP 

'Non-Program Related (HARP only)' has been implemented to the ‘Category’ field dropdown list in the following case forms:

1. EPCS
2. EQRS
3. ES
4. HQR
5. iQIES/QIES
6. QPP
7. QSEP 

‘Contact Type’ field updates will be configured in the following case forms:

1. EPCS
2. EQRS
3. ES
4. HQR
5. iQIES/QIES
6. QPP

If ‘Unsupported’ is selected in the ‘Contact Type’ field, the ‘Category’ and ‘Subcategory’ fields will default to ‘Unsupported.’

Specific to iQIES: If ‘Unsupported’ is selected in the ‘Contact Type’ field, the ‘Category,’ ‘Subcategory’ and ‘Participation Options’ fields will default to ‘Unsupported.’

‘Category’ and ‘Subcategory’ field dropdown updates for the case forms are configured.

By implementing these changes, it will enhance customer and agent experience in case form creation and triaging by optimizing and streamlining the information-gathering process for greater efficiency and effectiveness across the Platform and CSM Configurable Workspace.

The following maintenance tasks will be completed during this iteration:

Affected Customers: Cloud/DevOps Services, CCSQNow Self Service Portal Customers

Ansible Service Catalog Item Retired

On January 30, 2025, at 4:00 PM ET, CCSQ ServiceNow removed the Ansible Service Catalog option from the Service Catalog DevOps topics.

Affected Customers: QualityNet Question and Answer Site Customers

Quality Q&A Tool Program Article Access Restored

On January 31, 2025, at 4:30 PM ET, CCSQ ServiceNow restored the ability for unauthenticated users to access program knowledge articles on the Quality Q&A Tool without being redirected to a login screen.

Affected Customers: CCSQ Services and Operations Support (SOS)

 ‘Pending Reason’ Field Added to Major Incidents

On February 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will add the ‘Pending Reason’ field to Incidents that are promoted to Major Incidents. This will ensure the ‘Pending Reason’ field will be displayed on the Major Incident form for the user to input this information and complete the request.

Affected Customers: QualityNet Question and Answer Site Customers

Quality Q&A Tool: New Subtopic Added to ‘Ask a Question’ Page

On February 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will add the new subtopic of ‘Thirty-day Risk-Standardized Death Rate among Surgical Inpatients with Complications (Failure-to-Rescue)’ under the ‘Inpatient Claims-Based Measures’ Program. Questions for this subtopic will be routed to the existing ‘Public QA – PSMDM’ assignment group.

Affected Customers: CCSQNow Self Service Portal Customers

Updated Assignment Group Catalog Item

On February 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will remove the ‘Change’ checkbox option under the ‘Associated Applications’ section of the ‘Create an Assignment Group’ catalog item. This update will ensure the service catalog provides only relevant options to all users. 

Affected Customers: iQIES/QIES Customers

Updated Link to iQIES HCD Form

On February 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will create a redirect link for the iQIES HCD Research Form so that customers using the outdated link will be redirected to the current form.

Affected Customers: CCSQ Service Center, CCSQ ServiceNow Platform Customers

Jira/ServiceNow Integration: Remove Error Notifications

On February 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will deploy an enhancement to its Jira Integration addressing and reducing additional false outage notifications due to discrepancies in ticket data synchronization between the two systems. This enhancement is part of an ongoing effort to improve data accuracy, service reliability, and customer experience.

Affected Customers: CCSQ ServiceNow Platform Customers

CCSQ ServiceNow Platform User ID Modification

On February 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will eliminate all customizations within the portfolio of products that currently generate User IDs for Contacts. This modification is intended to mitigate the substantial downstream challenges associated with managing these records. Additionally, this change will simplify the system for administrators and users, as they will not need to manually create and manage User IDs.

Affected Customers: CCSQ Service Center, CCSQ Services and Operations Support (SOS), CCSQ ServiceNow Platform Customers

CCSQ Identify Proofing Case Type: Update Notification

On February 6, 2025, at 8:30 PM ET, CCSQ ServiceNow will implement changes to CCSQ Identity Proofing. This update will enable customers receiving ‘Case Resolved’ notifications for CCSQ Identity Proofing cases to view detailed resolution information, including the action taken, the cause of the issue, and any required follow-up actions, thereby enhancing transparency regarding case resolutions. These changes will also provide customers with more accurate and timely information about their case resolution.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ Support Central QPP Program Customers, CCSQ Services and Operations Support (SOS), and CCSQ Service Center

CCSQ Support Central: Track a Ticket ‘Watchlist’ User Close Ability Removed

On January 23, 2025, at 8:30 PM ET, CCSQ ServiceNow will remove the ability of CCSQ Support Central: Track a Ticket ‘Watchlist’ users to close QPP tickets if they are not the ticket owner. This will address the issue of the ‘Close Ticket’ button improperly displaying.

Affected Customers: CCSQ Services and Operations Support (SOS), CCSQ Service Center Email Integration Customers (QualityNet, QualityNet EQRS, iQIES/QIES, QSEP, Q&A, SOS), CCSQ ServiceNow System Team

Activate ‘Download Template’ Functionality for Recipients List in Targeted Communications

On January 23, 2025, at 8:30 PM ET, CCSQ ServiceNow will enable the ‘Download Template’ functionality on the Recipients List records in the Targeted Communications module in ServiceNow. This will allow the administrators of Targeted Communications to more efficiently create new distribution lists for future publications.

Affected Customers: CCSQ Services and Operations Support (SOS), CCSQ ServiceNow Platform Customers, QSEP Agents

Remove Duplicate Field Label on QSEP Case Form

On January 23, 2025, at 8:30 PM ET, CCSQ ServiceNow will remove the duplicate ‘Customer Visible’ label from the ‘Short Description’ field on QSEP Case types.

Affected Customers: CCSQ Service Center

Enable Email Validation for New Contacts

On January 23, 2025, at 8:30 PM ET, CCSQ ServiceNow will enable email validations so that only valid email addresses in the proper format are accepted when Representatives create a new ‘Contact’ from a Case in ServiceNow, e.g., 123@company.com.

Affected Customers: Hospital Hardship Portal Customers

CCSQ ServiceNow Hospital Hardship Application Portal Enhancements

On January 23, 2025, at 8:30 PM ET, CCSQ ServiceNow will update the Hospital Hardship Application Public Portal with three enhancements which apply to both the Eligible Hospital (EH) and Critical Access Hospital (CAH) paths for submission.

1. Hospital Hardship Application users will see changes to the dropdown menu options following the ‘Extreme & Uncontrollable Circumstances’ section of the form. The following categories will be combined to offer a single option, rather than two separate options:
   • Removing:
     • Decertification
     • Vendor Issues
   • Adding:
     • CEHRT/Vendor Issues

These two categories are being combined to improve annual reporting.

1. The final section of the ‘Public Form’ will be updated to improve the language used on the ‘Certify’ checkbox to address 508 Compliance and Accessibility standards and to improve the experience for those utilizing screen readers to perform their work. Currently users are presented with the field label ‘Certify.’ Going forward, users will be presented with the updated field label ‘Certify statement for hardship.’
2. A fix will be implemented on the date fields following the ‘Extreme & Uncontrollable Circumstances’ section of the form. When entering start and end dates on the submission form, users are presented with a date field error message that is not consistent with the intended form functionality.
   • Users are presented with an error message when the end date selected is in the year following the start date, e.g.:
     • Start Date: 6/15/2024, End Date: 1/1/2025

This will be resolved so users will no longer experience this issue, while still preventing end dates from being entered that are prior to the start date.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow System Team

CCSQ ServiceNow: ServiceNow Store and Plugin Application Implementation

On December 19, 2024, at 11:30 AM ET, CCSQ ServiceNow began updating the ServiceNow store and plugin applications. The CCSQ ServiceNow team executed updates for all plugins and software with newly available versions. The update process was completed successfully and there were no reported issues. All updates were thoroughly tested to ensure stability, accuracy, and functionality in the Production Environment.

Affected Customers: CCSQ ServiceNow Customers

CCSQ ServiceNow: Washington DC Patch 9

On January 6, 2025, at 12:15 AM ET, CCSQ ServiceNow implemented a maintenance task to upgrade to Washington DC Patch 9 in support of platform security and customer experience.

Affected Customers: CCSQ ServiceNow System Team

CCSQ ServiceNow: Deprecation of GlideEncrypter API and Three-Key Triple DES

On January 9, 2025, at 8:30 PM ET, CCSQ ServiceNow will implement the deprecation of GlideEncrypter API and Three-Key triple DES standard, to improve the security posture of the platform and align to ServiceNow best practices by utilizing Advanced Encryption Standard (AES). This update ensures the use of the recommended API for encryption.

Affected Customers: CCSQ Service Center, CCSQ ServiceNow Platform Customers, CCSQnow Self Service Portal Customers

CCSQ Service Center: Updated Footer for Group Approver Notification

On January 9, 2025, at 8:30 PM ET, CCSQ ServiceNow updated the footer for approver notifications to show that the CCSQ Service and Operations Support hours are 7 Days a week | 24 Hours a Day.

Affected Customers: CCSQ Services and Operations Support (SOS), Security Incident

CCSQ Service Center: SOS Team Assignment Correction

On January 9, 2025, at 8:30 PM ET, CCSQ ServiceNow will implement a code fix to resolve an issue where incidents and security incidents are being assigned to SOS users who are not part of the assignment group on the ticket's form.

Affected Customers: CCSQ Service Center, iQIES/QIES/ASPEN

CCSQ Service Center: iQIES Field Fix

On January 9, 2025, at 8:30 PM ET, CCSQ ServiceNow will implement a code fix to resolve an issue where the iQIES case type removes the ‘Assigned to’ field value when the Program Sub-Type (iQIES or QIES [Legacy]) is selected.

Affected Customers: Q&A Portal Customers

Q&A Portal Updates: New Assignment Group and Topic/Subtopic

On December 30, 2024, at 8:30 PM ET, CCSQ ServiceNow added a new topic to the public Q&A Portal and created a new Assignment Group to route related questions.

New Topic:

• PRO-PM and Hip/Knee PRO-PM added under Quality Reporting to the existing ASC – Ambulatory Surgical Centers program
  • The topic will be routed to the existing program Public QA-OIE Measures

New Assignment Group:

• Public QA – OP Disparity Methods
  • The following existing topics will be re-routed to the new assignment group
    • OQR - Outpatient Quality Reporting > CMS Disparity Methods
    • ASC - Ambulatory Surgical Centers - Quality Reporting > CMS Disparity Methods
    • PCH - Cancer Hosp. Quality Reporting > CMS Disparity Methods

The following maintenance update will be completed during this iteration:

Affected Customers: CCSQ Hospital Hardship Customers  

Hospital Hardship: Automation for HH Form Start/End Dates

On December 30, 2024, at 8:30 PM ET, CCSQ ServiceNow will automate the Hospital Hardship Form start and end date. The automation will run once a year on December 31st at 11:55 PM ET. This will calculate the start and end dates for the upcoming year and will update the system property accordingly to prevent any manual intervention on this task. The date calculations account for weekends and holidays based on defined rules, so the derived dates will always end on a business day. 

The following enhancements will be completed during this iteration:

Affected Customers: Hospital Hardship Customers

CCSQ ServiceNow - Hospital Hardship: Convert to Out-of-the-box ServiceNow Form

On December 12, 2024, at 8:30 PM ET, the Hospital Hardship Portal will be converted to an out-of-the-box ServiceNow Form to alleviate technical debt and simplify maintenance.

Affected Customers: CCSQ ServiceNow Customers using Next Experience UI (Platform) or CSM Configurable Workspace, Public Q&A Portal Submitters

Now Assist for Customer Service Management (CSM) and Now Assist Q&A Genius Results

On December 12, 2024, at 8:30 PM ET, Now Assist will be implemented in the following places:

• Now Assist for CSM:
  • Customer Service Management (CSM) Configurable Workspace for the following case types:
    • Original Case Form
    • Electronic Prescribing of Controlled Substances (EPCS)
    • End Stage Renal Disease Quality Reporting (EQRS)
    • Enterprise Services (ES)
    • Hospital Hardship (HH) (Case Summarization only)
    • Hospital Quality Reporting (HQR)
    • Internet Quality Improvement and Evaluation System (iQIES/QIES)
    • Quality Payment Program (QPP)
  • Next Experience UI (Platform)
• Now Assist Q&A Genius Results:
  • Q&A Portal
  • CCSQnow Self Service Portal
  • Customer Service Management (CSM) Configurable Workspace
  • Next Experience UI (Platform)

What is Now Assist Q&A Genius Results?

Now Assist Q&A Genius Results will be available on the Q&A Portal (Figure 1), CCSQnow Self-Service Portal (Figure 2), and Next Experience UI (Platform) (Figure 3) and will enable users to find answers quickly when searching. Now Assist Q&A Genius Results will provide actionable answers and resolutions from trusted Knowledge Base and Service Catalog sources.

The Now Assist Q&A Genius Results are identified by a label stating: “Answer generated by Now Assist. Check sources for accuracy.”

Figure 1: Now Assist Q&A Genius Results in Q&A Portal

Figure 2: Now Assist Q&A Genius Results in CCSQnow Self-Service Portal

Figure 3: Now Assist Q&A Genius Results in Next Experience UI (Platform)

What is Now Assist in Next Experience UI (Platform) and CSM Configurable Workspace?

Now Assist will allow Customer Service Management (CSM) to streamline interaction notes for service center representatives and case managers, resulting in more efficient and effective customer experience.

Now Assist will have the following functionalities in Next Experience UI (Platform) and CSM Configurable Workspace:

• Case Summarization – provides a concise summary of a case, including the issue, actions taken, and resolution details.
• Propose Solution – generates resolution notes for a case, propose the resolution to the customer, and add the resolution information to the case record.
• Chat Summarization – generates a summary of the Virtual Agent chat history.

To learn more about how to utilize Now Assist in Next Experience UI (Platform) and in CSM Configurable Workspace, CCSQ ServiceNow Internal Customers may read the knowledge article: Now Assist in CSM Configurable Workspace Guide.

Affected Customers: CCSQ ServiceNow Customers

Changes to ServiceNow Account Deactivation Process

On December 12th, 2024, at 8:30 PM ET, the process of deactivating the CCSQ ServiceNow HARP roles due to inactivity will be updated from 180 days to 60 days. This will enhance the ServiceNow User decommission process with increased automation and additional process refinements.

The following maintenance tasks will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers

Washington DC Patch 8

On December 7, 2024, at 10:00 PM ET, CCSQ ServiceNow implemented a maintenance task to upgrade to Washington DC Patch 8 in support of platform security and customer experience.

Affected Customers: CCSQ Support Central Customers

CCSQ Support Central: Closing Tickets in Track Multiple Tickets Page

On December 12, 2024, at 8:30 PM ET, the CCSQ Support Central ‘Close Ticket’ button will be modified to remove the ‘Close Ticket’ button when a ticket is in the ‘Closed Complete’ or ‘Closed Incomplete’ state. Users will no longer be able to re-close the ticket and add a new close note when in these states. This addresses a known issue while closing tickets in Requests and Request Items.

Affected Customers: CCSQ ServiceNow Customers

ServiceNow Catalog Application Returns Blank Page

On December 12, 2024, at 8:30 PM ET, a code fix will be implemented on the CCSQ ServiceNow Service Catalog to ensure users are directed to the CCSQnow Self-Service Portal.

Affected Customers: Public Q&A Portal Submitters

Program Removed from the QualityNet Q&A Tool 

On December 12, 2024, at 8:30 PM ET, the Skilled Nursing Facility Value-Based Purchasing Program (SNF VBP) will be removed as an option along with its corresponding assignment groups from the Ask a Question page on the Quality Question and Answer (Q&A) Tool. 

Affected Customers: CCSQ ServiceNow Customers

Report Clean-Up  

On December 12, 2024, at 8:30 PM ET, reports assigned to non-existent groups, non-existent users, or inactive users will be removed to ensure all reports are assigned.

Affected Customers: CCSQ Services and Operations Support (SOS)

Duplicate Contact Final Clean-Up

On December 12, 2024, at 8:30 PM ET, duplicate contacts in ServiceNow will be cleaned up to reduce confusion and streamline ticket and case searches.

Affected Customers: CCSQ Support Central Customers

Track an Existing Ticket Fix

On December 12, 2024, at 8:30 PM ET, a code fix will be implemented on CCSQ Track a Ticket to ensure QPP cases display as intended. 

Affected Customers: CCSQnow Self-Service Portal Customers

Knowledge Base Banner and CARL Icon Update

On December 12, 2024, at 8:30 PM ET, the Knowledge Base Banner on CCSQnow Self-Service Portal will receive an updated image. The CARL icon image has also been updated from green to blue to align with design guidelines. This update addresses a look and feel issue for better user experience.

Affected Customers: ServiceNow Platform Team

CCSQ Support Central: ATF-Portal

On December 12, 2024, at 8:30 PM ET, the Automated Testing Framework (ATF) scripts will be updated and/or created to reflect current CCSQ Support Central functionality. This will streamline and reduce the amount of time needed to perform upgrades and other major releases. 

Affected Customers: ServiceNow Platform Team

ATF-Platform: Knowledge Management

On December 12, 2024, at 8:30 PM ET, the Automated Testing Framework (ATF) scripts will be updated and/or created to reflect current Knowledge Management functionality. This will streamline and reduce the amount of time needed to perform upgrades and other major releases. 

Affected Customers: CCSQ Service Center, CCSQ Services and Operations Support (SOS)

API Integration QualityNet Mailer API Scheduled Job: Update Code

On December 12, 2024, at 8:30 PM ET, the QualityNet Mailer API will be updated to be a daily flow to simplify the process and improve manageability.

Affected Customers: CCSQ ServiceNow Customers

Standardizing "Do Not Respond" Verbiage on Notifications

On December 12, 2024, at 8:30 PM ET, all ServiceNow notifications will be updated to use a standardized "Do Not Reply" verbiage to alleviate confusion and align with ServiceNow best practices.

The following enhancements will be completed during this iteration:

Affected Customers: CCSQ ServiceNow Customers, CCSQ Service Center

Qualtrics Integration Implementation  

On December 2, 2024, at 8:30 PM ET, Qualtrics will become integrated with ServiceNow. The CCSQ Service Center will be using Qualtrics to gather valuable feedback, helping to enhance the user experience based on provided insights.

What’s new?

• What’s Changing: Survey links will no longer come through CCSQ ServiceNow communications. Instead, look for a new email from the CCSQ Service Center with the subject line ‘CCSQ Service Center: Customer Experience Survey.’
• New Survey Platform: Following the interaction with a Service Center representative, users will receive the Customer Experience Survey from cmsfeedback@ccsq.cms.gov, hosted by Qualtrics. To ensure it is not missed, please add this address to the safe senders list. Each email will contain a secure link to Qualtrics, making it easy to share feedback.
• Quick, Valuable, and Actionable Feedback: The survey takes just a few minutes to complete and allows users to shape future improvements. If users would like to share more detailed insights, they may opt-in for follow-up discussions with the Survey Response Team.

Affected Customers: CCSQ Service Center, CCSQ Support Central Customers

CCSQ Support Central: Google Search Implementation  

On November 25, 2024, at 4:00 PM ET, the following pages were configured to be searchable on Google to provide users with quicker access to these pages:

• CCSQ Support Central Home
• Schedule a Call
• Track a Ticket
• Create a Ticket
• Contact Us

Affected Customers: CCSQ Service Center, CCSQ ServiceNow Platform Customers

JIRA/ServiceNow Integration: Update JIRA Flows for Projects  

On December 2, 2024, at 8:30 PM ET, the JIRA to ServiceNow integration will be updated to improve the incidental data between tickets, resulting in greater accuracy between the systems. This will eliminate many of the service outage notifications between JIRA and ServiceNow.

The following maintenance tasks will be completed during this iteration:

Affected Customers: iQIES/QIES/ASPEN Customers

iQIES HCD Research Form: Convert to Out-of-the-box ServiceNow Form

On December 2, 2024, at 8:30 PM ET, the iQIES HCD Research Form will be converted to an out-of-the-box ServiceNow Form to alleviate technical debt and simplify maintenance.

For instructions on how to fill out the form, review the Knowledge article: iQIES HCD Team to Add/Update HCD Participants using iQIES HCD Research Form.

Affected Customers: CCSQ ServiceNow Platform Customers

Washington DC Update: Upgrade MultiSSO to v2  

On November 19, 2024, at 8:30 PM ET, CCSQ ServiceNow implemented a maintenance task to manage authentication by upgrading to Multiple Provider Single Sign-On (MultiSSO) version 2.

Affected Customers: CCSQ ServiceNow Platform Customers

Upgrade to Washington DC Patch 7a  

On November 23, 2024, at 2:15 PM ET, CCSQ ServiceNow implemented a maintenance task to upgrade to Washington DC Patch 7a in support of platform security and customer experience.

Affected Customers: CSM Workspace Customers, CCSQ ServiceNow Agents

CSM Configurable Workspace: EPCS Subject Tags  

On December 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement a maintenance task to allow agents to view and select any of the available subject tags during an EPCS case creation in the CSM Configurable Workspace. Previously, during the creation of a new EPCS case, users could only view and select 23 out of 29 subject tags.

Affected Customers: CCSQ ServiceNow Platform Customers

ServiceNow Platform: Updated Case Logic  

On December 2, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement a maintenance task to allow agents to remain in a case after assigning the case to themselves in the platform view. Previously, clicking the ‘Assign to me’ button would direct agents back to the previous page.