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IMPORTANT - IN-PROGRESS DRAFT |
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Last update: February 1, 2021
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Need help with systemwide technology services? Ask questions, share ideas, discuss issues, or place a formal request for technical support |
What is CCCTechnology.info?
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is the central hub for
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technical support
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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
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, system alerts, and community-sources sharing of knowledge for CCC systemwide technology solutions and initiatives.
The objective of CCCTechnology.info is to provide a forum for college staff and faculty to report technical issues and other problems with CCC systemwide technology solutions and share and discuss
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Why Use CCCTechnology.info?
CCCTechnology.infoprovides an online self-serve community based support forum for CCC faculty and staff using CCC systemwide technology applications and services.
Monitored by support engineers and product SMEs for systemwide technology applications.
Requests for technical support are triaged and escalated by support engineers during support hours of operation.
To submit a request for support, visit the CCCTechnology.infosite today and register for an account.
Process Objective: The "Service Desk and Incident Management" process aims to restore IT Services to their defined Service Levels as quickly as possible The process is also responsible for receiving and processing Service Requests, for assisting users, and for coordinating the Incident Resolution with Specialist Support Groups. Throughout the process, users are informed at regular intervals about their Incidents' status.
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View the CCCTechnology Support Community User Guide for details on registering for an account, editing your user profile, setting your notification preferences, and more. |
Contact Support
How To Request Support
An incident is typically described as an occurrence that prevents a user from accessing an application or service, and along with other issues can be described as an occurrence where an application or service isn't operating as designed for most users and there is no reasonable workaround available. Other types of issues include minor bugs and change requests. All requests should follow the steps below.
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Step 1: Visit CCCTechnology.info and search to see if the issue has already been reported. If reported Monday - Friday, 8:00am - 5:00pm, a support moderator may have posted information with a recommended solution or workaround.
Step 2: Capture details about the issue and, if possible, snap a screenshot of the error page or onscreen behavior to be included with your support post. Be sure to include the browser URL address in the screenshot.
Step 3: Report the issue, along with your browser and operating system Information, to CCC College Support by email staffsupportccctc@openccc.zendesk.com.
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If no report about your issue is found, prepare to gather the details for reporting your issue as described below. |
Tips for Reporting Issues
Brief description of the issue
Time and date 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
Include the URL address
If available, expand the details tab provided in the error message
If an issue 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 student personal information in a post or email
If your issue pertains to spam or fraudulent applications, please email College Staff Support directly.
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Staff and faculty should report access incidents and technical issues immediately to CCCTC support staff through the online support site, CCCTechnology.info. |
Support Issue Triage
Every post requesting technical support, or reporting a technical issue, submitted on CCCTechnology.info, Monday - Friday, 8:00 am - 5:00 pm, is reviewed by a CCCTC support technician and triaged to determine severity and whether the issue pertains to a single college or all colleges across the CCC system.
If appropriate, support issues will be escalated to a Zendesk ticket. The issue ticket will remain open through troubleshooting and will not be closed until the issue is resolved or escalated.