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Support Site Alternative: In the event the online support site CCCHelp.info is unavailable, please contact the CCC Helpdesk to request support. |
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Reporting Issues & Incidents
Before reaching out to Support for help, please review the issue types below and follow the process that best represents your issue or need.
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Incidents are typically occurrences that prevent users from accessing an application or service. A major issue occurs when an application or service isn't operating as designed for most users and no reasonable workaround is available.
Step 1: Gather information about the issue you’re encountering, along with your system Information (operating system and browser) which will be needed for troubleshootingStep 2: If possible, snap a screen shot of the issue location or error message, including the page URL address in your browser window Visit CCCHelp.info and search through the CCCTC System Alerts category to see if the issue and recommended solution or workaround has already been reported in the community. If no information is found, prepare to gather the necessary information required for reporting a major issue or access incident.
Step 2: Capture relevant details about the issue and, if possible, snap a screenshot or screen capture of the error page or onscreen behavior. Be sure to include the browser URL address in the screenshot.
Step 3: Report the issue with all related details to the CCC Helpdesk as soon as possible (see contact information above), along with your browser and operating system Information, to CCC Helpdesk (877)247-4836 or email support@openccc.net.
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Tip: For issues that cannot be resolved immediately by the CCC Helpdesk, be sure to provide your phone and email address to the support representative to establish a Zendesk ticket for tracking and communication purposes. |
Reporting a Minor Issue or Bug
A minor issue or bug is when some features of an application or service are unavailable, but a workaround exists and the majority of the application is still functional. A minor bug is an error or a flaw in an application that causes it to behave in unintended ways or produce an incorrect or unexpected result. To report a bug or other minor issue, follow the directions below:
Step 1: Visit CCCHelp.info and search through the relevant categories and discussions to see if the issue or bug is known, and if a recommended solution or workaround is available. If there are no existing discussions or alerts about the issue, select a category and start a new discussion post based on the to gather the necessary information required for reporting a major issue or access incident.
Step 2: Gather details about the issue or bug, including a screen capture if possible.
Step 2: Contact Report the bug to CCCHelp the CCC Helpdesk immediately at (877) 247-4836, or email support@openccc.net
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Technical support issues reported through CCCHelp.info- or emailed directly to the College Staff Support email address - are entered into the OpenCCC Zendesk system which results in an Issue ticket that is then sent back to the reporter. The open ticket provides a record of the reported issue and all communication between you and CCCHelp through diagnosis, troubleshooting and resolution. and allow the college to communicate privately with CCC support representatives until the issue is resolved.
Tips for Submitting Technical Support Requests
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Information to Include With Your Support Request
As you prepare to report an issue or bug to CCCHelp for troubleshooting, the following information should be gathered and provided by email to support@openccc.net.
Explore CCCHelp.info for information and support
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A picture can be worth a thousand words
While a detailed email is incredibly helpful for In order to troubleshooting technical support issues, oftentimes
a screenshot is even more helpful. One of the first things we do when troubleshooting issues is to try and recreate the behavior. By including a screenshot of the issue you are seeing, our technical support agents will be able to look for the same things.
Taking a Screenshot
For OSX users it’s as simple as pressing Command+Shift+3 to take a screenshot of your whole desktop or Command+Shift+4 if you want to specify a particular part of your screen to capture.
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