What to do when you need to contact support.
Running into something that doesn't look or feel right is frustrating on its own and not being able to get help when you need it is downright irritating. This article attempts to share some best practices for working with support.
Support: What Who Where Why
C-ID Support is now offered through the California Community Colleges Technology Center at Butte College. Previously the ASCCC was providing support both for the software itself and on the overall policy/process side of submitting and reviewing courses. Late in 2018 we officially split support into technical and process related with the CCCTC leading the former and the ASCCC the latter.
For now the email address support@c-id.net is serving all support requests. Its' our job to separate the support requests received to get you to the right person and the two lists below are only a few examples of who does what to put the split support team in content.
Some of the things the CCCTC Support Team can help you with are:
- Configuring or making changes to user accounts
- Researching whether the issue you're experiencing is a software bug and/or if there is a workaround in place
- Understanding the current status of a submission
- Data integrity issues
- Errors when submitting or reviewing
Conversely, the ASCCC will continue to help you with things like:
- Appealing a final determination
- The type of information needed on the submit or review forms
- Status of Descriptors and Disciplines
- Status of rIn Progress and Submitted IP submissions.
- TMC policy and guidelines.
Ways to get your support issues addressed faster.
Support is initiated by sending an email to support@c-id.net. Your email is processed and added to the C-ID support queue, which generally operates on a first in first out basis.
Ideally, that initial email will contain as much of the following information as is possible to share:
- Date of the issue, your user info (name and role) and College.
- Can it be reproduced? (Is this a single, specific and isolated issue or something all impacting more than a single submission or review?
- What O/S or Browser was being used? (Mac, PC, Firefox, IE, Chrome, Safari, etc)
- What screen was user in when error occurred? (Links to the page where you experienced the issue are very very helpful!)
- What were you trying to do?
- What specific data was entered? (details of filters, etc)
- What steps did they take? (for example: User entered data, clicked save, attached documents, clicked save, clicked submit, which produced the error message)
- Details on what you were expecting to have happen instead of the issue
- Any images or screenshots that would the support get started.