- Created by Kathleen Church, last modified by Meaghan Hudak on Apr 11, 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 maintenance tasks will be completed during this iteration:
Affected Customers: CCSQ ServiceNow Internal Customers
IT Service Catalog: Assignment Group Catalog Item – Add ‘ES’
On April 11, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the IT Service Catalog > Assignment Group Management > Create an Assignment Group selections. When requesting a new Assignment Group, ‘ES’ will be available as a Case Program Area option when Case is selected under Associated Application.
Affected Customers: CCSQ Support Central Customers
CCSQ Support Central: Track a Ticket – Long Subject Update
On April 11, 2024, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central Track a Ticket to correct an issue with long subject lines that did not display properly and cut off the buttons under the ‘More Info’ column.
After the update when a customer selects to track multiple tickets, tickets with a long subject line will properly wrap the text and the ‘View Ticket Activity’ and ‘Close Ticket’ buttons will display entirely.
This update will enhance the customer experience by eliminating confusion when viewing multiple tickets that may have long subject lines.
The following enhancements will be completed during this iteration:
Affected Customers: CCSQ Support Central Customers
CCSQ Support Central: Top Navigation Updates
On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the following top navigation menu options on CCSQ Support Central:
- The ‘Request Support’ dropdown will be updated to include ‘Create a New Ticket’ and ‘Track an Existing Ticket.’
- The ‘Resources’ dropdown will be added and include ‘About Us’ and ‘Guided Tour.’
- When selecting the appropriate ‘Idea Portal’ from the dropdown list, customers will receive a login pop-up prompting them to enter their information to log into the Idea Portal selected.
These updates will improve the CCSQ Support Central Customer's experience by providing more intuitive navigation.
Affected Customers: CCSQ Support Central Customers
CCSQ Support Central - Virtual Agent: HARP Redirect Update
On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Virtual Agent on CCSQ Support Central. There will be a new prompt to the customer providing a link redirecting them to the HARP Self-Service Portal to resolve basic HARP account requests.
HARP Self-Service Portal
For more information, review the Knowledge Article titled Virtual Agent and Connecting with Live Agent for CCSQ Support Central after the update is completed on March 28, 2024, at 8:30 PM ET. Note: To view Knowledge Articles, you will need to sign into your CCSQ ServiceNow account.
The following maintenance tasks will be completed during this iteration:
Affected Customers: CCSQ ServiceNow iQIES Idea Managers
JIRA/CCSQ ServiceNow: Idea Integration Update
On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to ServiceNow JIRA ‘Idea States.’ The ServiceNow ‘State’ field will be ‘Read Only’ once the JIRA ticket is created. To request additional information from the customer, press the "Request Info" button and enter additional comments.
After the 'Request Info' button is pressed, and additional comments are entered, the 'State' is set to 'Need more information', and an email notification is sent to the idea submitter requesting additional information. When the submitter responds with the requested information, the State will revert to its previous value.
State Mapping Between Jira and ServiceNow
Jira State | ServiceNow Idea State |
---|---|
N/A | Draft |
N/A | Submitted |
N/A | Need More Information |
N/A | Under Review |
Backlog | In backlog |
Funnel | Planned |
Implementing | In Development |
Done | Completed |
Abandoned | Unlikely to implement |
Abandoned | Duplicate |
Abandoned | Already Exist |
Production Ready | Completed |
Deployed to Prod | Completed |
Deployed | Completed |
PI Ready | Planned |
Feature Definition | Planned |
Feature Refinement | Planned |
Feature Deep Dive | Planned |
Blocked | Need More Information |
For more information, review the Knowledge Article titled CCSQ Global - iQIES Idea Managers How-To for CCSQ Support Central after the update is completed on March 28, 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 System Teams
CCSQ Service Now: Xplore Installation
On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will install Xplore (developer's tool) in the ServiceNow Production environment.
The Xplore Installation update will free teams from reinstalling in lower environments after the clone.
Affected Customers: CCSQ ServiceNow System and Security Teams
Enable Security Center in Production
On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will enable the Security Center in the Production Environment. By enabling scheduled jobs, administrators will automate scans from the ‘Security Center.’
Affected Customers: CCSQ ServiceNow Systems and Training Teams
CCSQ ServiceNow: Email Properties Update
On March 28, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the ‘Email Sending Enabled’ property on ServiceNow. Without adding at least one email address when ‘Email sending enabled’ is checked for outbound email configuration, this will prevent the form from being submitted.
Affected Customers: CCSQ ServiceNow Q&A Portal Customers
CCSQ ServiceNow Q&A Portal: New Program Added – Rural Emergency Hospital Quality Reporting (REHQR)
On April 4, 2024, at 8:30 PM ET, CCSQ ServiceNow will add a new Program called, ‘REHQR - Rural Emergency Hospital Quality Reporting’, to the Q&A Portal.
The program will be added to:
- The Knowledge Base labelled, ‘Hospitals - Rural Emergency’ will be added to ‘Browse Program Article’ and ‘Program Knowledge Bases’ dropdowns.
- ‘REHQR - Rural Emergency Hospital Quality Reporting’ will be added as a new ‘Program’ dropdown on the ‘Ask A Question Page.’
The following enhancements will be completed during this iteration:
Affected Customers: CCSQ ServiceNow Self-Service Portal Customers
CCSQ ServiceNow Self-Service Portal Updates
On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will make the following updates to the Self-Service Portal:
- The ticket summary view will be consistent across the portal.
- Service Portal home page
- ‘My Stuff’ page
- After creating a new Incident
- From the ‘My Stuff’ page, customers will see all their tickets (Case [CS], Change Request [CHG], Incident [INC], Security Incident [SECINC], and Requested Item [RITM]) under ‘My Requests.’
This update will provide the customer with a consistent and accessible experience within various areas of the Service Portal and will mitigate the risk of future potential issues.
For more information, review the following Knowledge Articles for CCSQ ServiceNow Service Portal 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: CCSQ ServiceNow System Team
CCSQ ServiceNow FileCloud Decommission Updates
On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow FileCloud service strictly for provisioning (adding a user, changing user attributes, and deleting users) will be decommissioned and replaced by the Unified File Management (UFM).
Affected Customers: CCSQ ServiceNow System Team
JIRA Integration: ‘Enable Flows’ to Use Retry Policy
On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to JIRA Spoke that will provide ‘Enable Flows’ to use the Retry Policy for JIRA Integration. A new Retry Policy has been created when Enable Flows retries three times and fails. The Retry Policy will submit an Incident to the CCSQ ServiceNow System team when the flow fails.
Affected Customers: CCSQ Services and Operations Support (SOS )Team
SLA Breach Email Notification Time Update
On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the Service Level Agreement (SLA) Breach Email Notification times for the SOS Team.
To help the SOS Team meet their 6-hour First Response to Customer SLA, the SOS team will receive the following email notifications:
- ‘50% email notification’ will be sent 3 hours before the email breach.
- ‘75% email notification’ will be sent 1.5 hours before the email breach.
- ‘Email has breached’ notification will be sent at 6 hours.
Affected Customers: QualityNet Question and Answer (Q&A) Customers
QualityNet Question and Answer (Q&A): Footer Update
On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the link text on the Public Q&A portal footer from 'QualityNet Service Center' to 'CCSQ Service Center.'
Affected Customers: CCSQ Support Central Customers
CCSQ Support Central: Track A Ticket Updates
On March 14, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement the following updates to CCSQ Support Central for ‘Track a Ticket.’
- Resolved Incident Ticket
CCSQ ServiceNow will update CCSQ Support Central to resolve a data error for ‘Track a Ticket.’ Customers will now see the data for a single incident ticket that has been resolved.
This update will enhance the customer experience by providing the customer with the data requested for a single resolved ticket.
- Track a Ticket Page Button
CCSQ ServiceNow will implement an update to the ‘View Ticket Activity’ and ‘Close Ticket’ buttons on the ‘Track a Ticket’ page. Currently, when the screen is zoom868pxed into 150%, the button text cuts off. This update will provide customers with the correct view of the buttons even when zoomed in 150%.
The following enhancements will be completed during this iteration:
Affected Customers: CCSQ Support Central Customers
CCSQ Support Central: Track a Ticket – New Filtering and Sorting Functionality
On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will improve the customer ticket tracking experience in CCSQ Support Central by adding new filtering and sorting functionality. These enhancements will reduce the customer’s search time by enabling them to quickly sort and locate their ticket(s) based on the criteria they entered.
- A ‘Filter by Status’ drop down has been added to the Track a Ticket form which includes options for:
- Any Status
- Open
- Closed
- A ‘Sort By’ drop down will be added to allow customers to sort by any column on the page.
- Date Created (sorted by most recent first)
- Last Updated (sorted by most recent first)
- Subject (sorted by A-Z)
- Ticket Number (sorted lowest to highest)
- Ticket Status (A-Z)
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 Platform Customers and CCSQ Services and Operations Support (SOS)
CCSQ ServiceNow: Assignment Group Management Updates
On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the Assignment Group Management process and create a new ServiceNow Active Groups report.
- Assignment Group Management Process Updates
- In the ServiceNow Group record, the ‘Description’ field will need to be completed before changes to the Assignment Group record can be saved (e.g., add User, remove User, change Group Manager, etc.)
- The ‘Description’ field will then be updated with the description detail for that Assignment Group when an Assignment Group is selected with the Reference (lookup/magnifying glass tool).
- By providing better context and understanding of the purpose for each Assignment Group throughout the Platform, CCSQ ServiceNow customers will be able to select Assignment Groups with a greater level of accuracy.
- New ServiceNow Active Groups Report
- The new Active Groups report will be run daily and lists all the Active Assignment Groups that have no entry in the ‘Description’ field.
- The report will be sent to the SOS Team to then contact the Group Managers and instruct them to enter the Assignment Group descriptions in ServiceNow.
- Email Report format will be as follows:
- Subject: "ServiceNow Group Descriptions - Updates Required for Active Groups"
- Body: "Please see attached ServiceNow Active Groups report. The descriptions for the groups listed require immediate updates."
- Attachment format: Excel Report
The following maintenance tasks will be completed during this iteration:
Affected Customers: CCSQ Support Central Customers
CCSQ Support Central: Navigation Updates
On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will update CCSQ Support Central to improve navigation and the submission process.
- The ‘Submit’ and ‘Next’ buttons will always be active. If these buttons are clicked before all required fields are completed, the Required field alert displays indicating which fields are incomplete.
Required field alerts will return the customer back to the required field ensuring that all required fields are completed before submission. Pressing the space bar, the ‘Enter’ key, or the X in the field alert will close the alert and move the focus to the first required field that was not completed.
The following CCSQ Support Central forms will be updated with those enhancements:
- Create a New Ticket
- Track an Existing Ticket
- Mobile Registration
- The ‘Receive Code’ button will always be active.
- The ‘Submit’ button will be visible and active once the ‘Receive Code’ button is clicked.
- Mobile Registration
- Schedule a Call
- Additional updates include:
- All required fields will be marked with a red asterisk on all forms.
- All fields and field alerts are screen readable for those customers who use a screen reader.
- ReCAPTCHA validation will be required for all forms before submission.
Affected Customers: CCSQ ServiceNow Knowledge Manager
CCSQ ServiceNow: Knowledge Manager Notification Update
On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to automatically notify the Knowledge Manager Support Group that a Knowledge Base is deactivated. Currently, there is no email notification in place if a Knowledge Base is deactivated and this update will provide awareness for Knowledge Managers.
Affected Customers: QSEP Help Center Agents and Customers
CMS QSEP Help Center Form: Phone and Surveyor ID Fields Updated
On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the following fields on the CMS QSEP Help Center Form:
- Your Phone Number
- U.S. phone numbers will be automatically formatted as (XXX)XXX-XXXX.
- U.S. phone numbers only, does not include international phone numbers.
- No alpha or special characters or spaces will be allowed in the ‘Your Phone Number’ field.
- Surveyor ID Number
- The Surveyor ID Number field will allow only numerical characters.
- Exactly five numbers must be entered.
- No alpha or special characters or spaces will be allowed in the ‘Surveyor ID Number’ field.
If these fields are only partially completed when the customer presses the ‘Tab’ key to move to the next field, the field will revert to all Xs and a message will display to prompt the customer to enter the appropriate number of digits.
Implementing these validation requirements will help alleviate submission errors.
Affected Customers: CCSQ ServiceNow Services and Operations Support (SOS)
HARP Integration: User Record Creation Update
On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the ‘Create Harp User Account’ workflow script to improve the process of converting a Contact Record to a User Record. The new workflow script will automatically convert an existing Contact Record to a User record by removing contact related roles in the User Record.
Affected Customers: CCSQ ServiceNow Q&A Portal Customers
Public Q&A Tool: PCH Topic Updates
On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will update the ‘PCH - Cancer Hosp. Quality Reporting’ Program Topics as follows:
New Topics and Subtopics
- CMS Disparity Methods
- Questions for this Topic will be routed to existing Assignment Group ‘Public QA- CMS Disparity Methods’
- Required Fields:
- Contact Type
- Research Organization
- Consulting Company
- Federal or State Government Agency
- Hospital/Health System (including federal VA hospitals)
- Insurance Company
- Other organization (including non-hospital healthcare providers)
- Patient/Advocate/Consumer/Family Caregiver
- Quality Improvement Organization/Quality Innovation Network (QIO/QIN)
- Contact Type
- Country
- United States is listed first, then alphabetically listed countries.
- After selecting United States, the state/territory options display and the ‘State’ field will be required.
- Country
- Claims-Based Outcome Measures
- 30-Day Unplanned Readmissions for Cancer Patients
- Admissions and ED Visits for Patients Receiving Outpatient Chemotherapy
- Surgical Treatment Complications for Localized Prostate Cancer
- Health Equity Measures
- Facility Commitment to Health Equity
- Questions for this subtopic will be directed to the Public QA - DRIO-YALE assignment group.
- Screen Positive Rate for Social Drivers of Health
- Screening for Social Drivers of Health
- Questions for these two subtopics will be directed to the Public QA - HIP Support assignment group.
- Facility Commitment to Health Equity
- Patient Engagement/Experience of Care Measure (New Subtopics)
- Documentation of Goals of Care Discussions Among Cancer Patients
- HCAHPS Survey Data
- Questions for these two subtopics will be directed to the Public QA - HIP Support Assignment Group.
Topics Moved/Renamed:
- The following renamed topics will be moved from under ‘Cancer Measures’ to the new ‘Claims-Based Outcome Measures’ topic:
- ‘PCH 30/31: Admissions and ED Visits for Patients Receiving Outpatient Chemotherapy’ will be renamed ‘Admissions and ED Visits for Patients Receiving Outpatient Chemotherapy.’
- ‘PCH 36: 30-Day Unplanned Readmissions for Cancer Patient’ will be renamed to ‘30-Day Unplanned Readmissions for Cancer Patients.’
- ‘PCH-37: Surgical Treatment Complications for Localized Prostate Cancer’ will be renamed to ‘Surgical Treatment Complications for Localized Prostate Cancer.’
- ‘Healthcare-Associated Infection Measures’ will be renamed ‘Safety and Healthcare-Associated Infection Measures.’
Topics Removed:
- Clinical Effectiveness Measure
Affected Customers: ADO-ESS-DevSecOps Support
CCSQ ServiceNow: Individual Offboarding Request Update
On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to the ‘Individual Offboarding Request Catalog Item’ in the ServiceNow Platform and Portal. When managers select ‘Submit’ on the Individual Offboarding Requests IT Services Catalog page, the request will automatically route to the ADO-ESS-DevSecOps Support Assignment Group.
’New Relic Offboarding Request‘ will display in the related Requested Item ticket (RITM) in the Catalog Task tab under the Short description column and ADO-ESS-DevSecOps Support as the Assignment group.
Affected Customers: CCSQ ServiceNow System Teams
Automated Test Framework (ATF) Updates for Master Regression Test Suite
On February 16, 2024, at 8:30 PM ET, CCSQ ServiceNow will implement an update to ATF the Master Regression Test Suite structure.
The update will include a cleanup of the Master Regression Test Suite by:
- Renaming identified test suites and test cases
- Moving test cases to the correct test suites
- Updating the parent/child suite hierarchy
This update will benefit the Agile Release Train (ART) by providing a Master Regression Test Suite that is easier to follow, understand, and use.
The following enhancements will be completed during this iteration:
Affected Customers: CCSQ ServiceNow Onboarding Team
Service Catalog Onboarding Form Changes
On February 2, 2024, at 8:30 PM ET, 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’
- Added under the Task Order Number field
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.
Affected Customers: CCSQ Support Central, iQIES/QIES/ASPEN, CCSQ ServiceNow Platform and Portal Customers
iQIES Idea Portal Enhancements
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).
- On the ‘Create an Idea’ page, a new mandatory text field under ‘Other’ will be added for the customer to enter their role.
- 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.
- 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.
- Idea ‘Sort by’ drop down updates include:
- 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.
- Navigational links will be added to the top of every page to improve navigation around the iQIES Idea Portal.
-
- 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.”
- 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.
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: CCSQ ServiceNow Customers
CCSQ 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
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
On February 2, 2024, at 8:30 PM ET CCSQ ServiceNow will update the 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.
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.’
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
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:
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.
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.
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.
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.
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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