I've never submitted a ticket before ... where do I start?
Complete step-by-step directions can be found
Can I just call x8425 (main help desk)?
Yes, but this will NOT speed up response time ... in fact, it will take LONGER. Here's why:
- You most often have to wait on hold. It only takes about 2-3 minutes to create your own ticket ... hold times are typically much longer than this.
- When someone answers, they will be entering a ticket the same as you can. Unfortunately, sometimes things can get lost in translation and information isn't always put in the system the way you meant for it to be. This takes longer to track down and resolve.
- During peak times, you will sometimes have to leave a voicemail. This takes even longer, as someone has to go through them all, enter them into the system. Again, things do get lost in translation here too, however an analyst doesn't have the advantage of speaking directly to the user (only listening to voicemail), so they may not get all of the necessary information. We have had many instances where the information being entered isn't what the requester had asked about.
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?
JSD you can submit a ticket for issues related to Certify and Conflence by following the same instructions at the link mentioned above.
What self-service options do I have?
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. 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?
Once your account is created, you will no longer need to authenticate, as logging in to Infinite Campus does this for you.
After clicking the link inside Infinite Campus (see above), you may be prompted to create an account. Follow the steps below.