Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Panel
panelIconIdatlassian-info
panelIcon:info

CCCTechnology.info is the central hub for CCCTC technical support & technology application information for CCC faculty and staff.

Image Removed

FAQs & Other Support Information

Product FAQs

User Guides

Contact Enabling Services

Designed to provide 24/7, on demand, self-service support for California Community Colleges administrators and staff, it's also monitored by Tech Center support technicians and SMEs across all system-wide technology applications.

  • CCCApply Applications & Services

  • OpenCCC

  • MyPath Student Portal

  • SuperGlue

  • COCI

  • Curriculum Inventory

  • Data Warehouse Report Server

Hours of Operation

CCCTC support technicians monitor all new posts and replies, Monday - Friday, 7:00am - 4:00pm PST. Technicians are trained to triage issues for severity, priority, and whether the issue is applicable to your college or all colleges, in order to determine the appropriate escalation process.

How Does it Work?

Every post submitted on CCCTechnology.info is reviewed by a CCCTC support technician during business hours, Monday - Friday, 7:00 am - 4:00 pm, and triaged to determine severity and if the issue pertains to all colleges or is unique to your college or system. In any case, all posts will be answered via a reply to the post so that all colleges can benefit from the official response. Often times the response will provide enough information to solve similar issues for other colleges.

Support Issue Triage

If the support technician identifies that the issue pertains specifically to your college, it will be answered in the post and will be transferred to the OpenCCC Staff Support Issue Tracking System, powered by Zendesk. This will ensure transparency and allow the college to communicate privately with CCC support representatives until the issue is resolved.

Alternate Support Process

In the event the online support site is unavailable, please follow this alternate procedure for OpenCCCApply support:

Step 1

  • College faculty and staff should first call the California Community Colleges Help Desk call center at 1-877-247-4836.

  • For verification purposes, the CCC Help Desk will always need to call the staff member back at a college department office.

Step 2

  • A phone number has been created for the exclusive use of college faculty and staff (530-487-4113). The caller should leave a detailed message with their name, position title, and office phone number. A Help Desk administrator at the CCC Technology Center will call the staff member back at the phone number provided. For verification purposes the CCC Help Desk administrator will always need to call the staff member back at a college department office.

Who Should Use the Support Site?

Using the Support Site

Support requests will no longer be handled directly by the Tech Center outside of the support site. To submit a request for support, visit the site today and register for an account. Ask questions, peruse the Conversations, be sure to "Follow" the CCCApply System Alerts category page to stay informed. Visit CCCTechnology.info today!

Registering for an Account

Reporting a Bug or Incident

If you encounter an issue - such as an application outage or error page - or identify a bug within a product or service, please visit the CCCTechnology.info college support site immediately to see if the issue has already been reported by another college. If the issue has not yet been reported, please sign in, navigate to the product Category page (if applicable), and post the required details of the issue you are encountering
:
bgColor#F4F5F7

This page is intended for California Community Colleges faculty and staff. For information requesting support for students, visitSupport for Students.


Contact Staff Support

The California Community Colleges Technology Center (CCCTC) provides technical support and online community help for college staff and faculty, Monday - Friday between 8:00am - 5:00pm.

Online Community Support

CCCTechnology.info is the online support site for all CCCTC systemwide technology application. The site is available 24/7 to report an issue, request help, submit a change request, and get system alert notifications for all or select technology applications. All posts are monitored and triaged by CCCTC support engineers during support hours (8am - 4pm).

View the CCCTechnology.info: Online Support Community Guide for help getting registered and using the site.

College Staff Support Email

Email: staffsupportccctc@openccc.zendesk.com

Support Hours: Monday - Friday, 8:00am - 4:00pm.

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#F4F5F7

The CCCTechnology.info provides a 24/7 online community forum for college staff to get news and system alerts on systemwide technology applications. See more reasons to visit CCCTechnology.info.


Steps For Reporting An Issue

To report an incident preventing access to a CCCTC systemwide technology application, or an issue disrupting operation of an application as designed for most users, should be reported as soon as possible using the steps below. All issues and requests for support are triaged by a college staff support representative during support hours of operation and escalated as necessary.

Image Added

  • Step 1: Visit CCCTechnology.info and search to see if the issue has already been reported. Site moderators may have posted information about a support ticket in-process and/or a status update with a recommended solution or workaround during support hours of operation.

  • Step 2: Capture details about the issue you are experiencing and include a screenshot of the error page message or onscreen behavior to include with your request. If the issue has not yet been reporting, these details will be critical in identifying and resolving the issue. If the issue has been reported, these details may still provide insight for the support engineers working on the issue.

  • Step 3: Report the issue, along with your browser and operating system Information, to CCC College Support by email staffsupportccctc@openccc.zendesk.com. For best results, follow the Tips for Reporting Issues below to ensure fast and efficient troubleshooting.


Tips for Reporting Issues

For best results, follow the tips below to ensure fast and efficient troubleshooting.

  • Provide a brief, clear description of the issue

  • Include the time and date the issue occurred

  • Include the URL address of where the issue occurred

  • Include your browser type (i.e., Chrome, Safari, Internet Explorer)

  • Provide a screen shot of the error page message or bug behavior

  • If available, expand and capture the information in the Details tab in the error message

  • For issues related to student data, please provide CCCIDs and/or confirmation numbers ONLY

What Not to Include

  • For security reasons, please do not include or attach any personal identifying information about a student in a post or email

  • If your issue pertains to spam or fraudulent applications, please email College Staff Support directly.


Support Issue Triage

Every issue reported via the online community support site CCCTechnology.info is reviewed and triaged by a CCCTC college staff support representative* to determine the level of severity and identify whether the issue is related to a single college or if additional colleges may be affected.

If an issue is determined to prevent access to an application or service, or impedes operation by the end-user as designed, the issue is escalated to Tier 2 support and a Zendesk ticket is created. The Zendesk ticket will remain open during troubleshooting and is not closed until the issue is either resolved or escalated to Tier 3 (which includes product management).


Why Use CCCTechnology.info?

CCCTechnology.info provides community-based online support for California Community Colleges staff and faculty using systemwide technology applications and services developed by the CCC Technology Center. The site is available 24/7 to college users and monitored by CCCTC support engineers and product SMEs, Monday - Friday, 8:00am - 5:00pm.

The purpose of the site is to provide a monitored space for college staff to:

  • report technical issues and stay informed about solutions and workarounds

  • share ideas and discuss topics with college peers

  • get system alerts and configure other site notification preferences

All issues and requests are triaged and escalated when appropriate by support engineers during support hours of operation.

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#F4F5F7

To get started, visit the CCCTechnology.infosite today and register for an account.

Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#F4F5F7

View the CCCTechnology.info: Online Support Community Guide for details on registering for an account, editing your user profile, setting your notification preferences, and more.