...
Online Community Support | Get news & system alerts; report issues and change requests, share ideas, discuss topics | |
Technical Support Email | Report incidents and issues preventing access to systemwide technologies |
| Note |
|---|
All issues and requests for technical support |
...
are triaged |
...
by College Staff Support representatives during support hours of operation |
...
and escalated as necessary. |
Steps
...
For Reporting An Issue
| Note |
|---|
Technical issues that prevent access to an application or service, or disrupt operation as designed for most users, should be reported as quickly as possible using the steps below. |
...
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. For best results, follow the Tips for Reporting Issues below to ensure fast and efficient troubleshootingIf 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.
...
| Tip |
|---|
For best results, follow the Tips for Reporting Issues below to ensure fast and efficient troubleshooting. |
Tips for Reporting Issues
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 student 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.
| Note |
|---|
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 support or reporting a technical issue on issue reported via the online community support site CCCTechnology.info is reviewed and triaged by a CCCTC support technician and triaged Monday - Friday, 8:00 am - 5:00 pm to determine college staff support representative* to determine the level of severity and identify whether the issue pertains is related to a single college or all colleges across the CCC system. If needed, support issues will be escalated to a Tier 2 support ticket. The issue 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 will is not be closed until the issue is either resolved or escalated to Tier 3 (which includes product management).
Why Use CCCTechnology.info?
...