All CWDS ServiceNow CSM Portal County Admins and SPOCs:
August 26, 2025 UPDATE: Please disregard the information conveyed in the communication below. The communication was sent out prematurely. At this time the CWDS project is not taking steps to make Sandbox ServiceNow tickets available to County Admins in the CWDS ServiceNow CSM Portal. In the future, should this change be implemented, the project will send a communication to all impacted parties.
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Starting on Tuesday, September 2, 2025, the CWDS Sandbox Support Team that supports the CWS-CARES Sandbox environment will begin using the “Organization” Field in ServiceNow tickets. This additional field will link the ticket to one of the Organizations (Counties, Tribes, and CDSS) in California.
As a result, these tickets will become visible to County Admins according to their respective Organization’s view in the CWDS ServiceNow CSM Portal. The County Admin will not be able to view the CWS-CARES Sandbox environment tickets from other Organizations.
The CWDS Sandbox Support Team is working directly with Sandbox Super Users in the Organizations, so the County Admins should not interact or make changes to the tickets with the Application field category ‘CARES V1’ and Environment field selection ‘Sandbox’.
Action Required
This announcement is for your awareness and there is no action needed at this time.
If you need more information, please contact the CARES Service Desk via the CWDS ServiceNow CSM Portal. If this is unavailable, please use the alternate contact information at 855-292-3444 or email CWDS Service Desk.
CWDS ServiceNow Customer Service Management (CSM) Portal Showing Sandbox V1 Tickets to County Admins - UPDATE
If unable to find a specific Bulletin, please contact Communications.