Our Infinite Campus Support Team is available to assist you with any Infinite Campus issue, but in order to efficiently manage requests from our many teachers, secretaries, counselors, administrators and other staff with small support team of 5, we must have an orderly method in which we receive, respond to, and track requests for help. Starting in April, 2019, we have begun to utilize new help desk software called Jira Service Desk (JSD). ANY user can send us a request for help via this user-friendly interface. When using JSD, a ticket is created that goes directly to the Infinite Campus support team, bypassing the main help desk. Using the form allows you to provide specific information (student ID, course number, etc.) which helps the analyst begin resolving issues much faster. Once submitted, you can log in at any time to see the status of any request you have entered, and you will receive updates via email. Our goal is to respond to all requests within 24 business hours. Instructions for this new helpdesk can be found here. Already know what you are doing? Click the button below or save the link to your favorites and GO! https://columbus.atlassian.net/servicedesk/customer/portals |
I've never submitted a ticket before ... where do I start?
Complete step-by-step directions can be found here.
Can I just call x8425 (main helpdesk)?
Yes, but it is not recommended because your request will take longer to resolve. This is because:
Can I just email or call someone else with my question?
If you need to follow up on an existing ticket, please have that number ready when you call or email. If you do not have a ticket, you'll be asked to create one, as the tickets already in the queue are the priority and can be properly tracked, whereas emails and phone calls cannot. Remember, opening a ticket will guarantee your request doesn't get lost or forgotten. By entering it in the ticketing system, it becomes part of a workflow that has to be completed by our team.
What about other issues not related to Infinite Campus?
You can submit a ticket for these too, by following the same instructions mentioned above, just go to the Service Desk Request section and click the appropriate category (Printing, Software, Instructional Computer, etc.)
What self-service options do I have?
The Infinite Campus Dashboard, (this website) is our Knowledge Base, that is available to everyone and does not require a username or password to log in. This replaces the old TLC site. For more general Infinite Campus questions, you can look on the Campus Community, an online resource maintained by Infinite Campus. Here you can find documentation, videos, hands-on labs, and a user forum.
I've never logged on to the Campus Community before, how do I get in?
After clicking the link inside Infinite Campus (see above), you may be prompted to create an account. Follow the steps below. Once your account is created, you will no longer need to authenticate, as logging in to Infinite Campus does this for you.