Support Portal Navigation
Authorized Contacts can submit and manage cases through the Infinite Campus Support Portal. The portal provides a convenient way to interact with Infinite Campus by allowing users to:
- Submit new cases
- View and track case status
- Communicate directly with Infinite Campus staff
- Attach files, screenshots, and other supporting documentation
- Review previously submitted and closed cases
In addition to case management, the Support Portal provides access to a wide range of helpful resources, including knowledge base articles, release information, and other materials designed to help users find answers and resolve issues efficiently.
Authorized Contacts can also navigate to the My Account section of the portal to view their district's current Authorized Contacts. This can be helpful when determining who can submit cases on behalf of the district and identifying contacts who may need to be added, removed, or updated.
Using the Support Portal helps ensure requests are routed appropriately and provides visibility into case activity in one centralized location.
To access the Support Portal, navigate to: https://support.infinitecampus.com/customers
For quick access, we recommend creating a bookmark for the Support Portal. For more information on how to create a bookmark, select your browser: Chrome, Firefox, Edge, Safari
Once logged in, select a heading from the navigation menu to view the available options and resources within the Support Portal. The Cases section allows you to view, submit, and run a report of your cases.
Case Types
To begin a case, select the Case Type that best matches your issue or request. This ensures your case is automatically routed to the appropriate team at Infinite Campus for the most efficient handling.
The following Case Types are available:
Services Included With Support & Managed Service Contracts | ||
|---|---|---|
| Case Type | Description | Examples |
| Application Issue | Campus is not working as expected or you are experiencing a problem. |
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| Ask a Question | Ask a how-to question or for advice. |
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| Report Outage | Campus is inaccessible for all (or most) users. |
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| Modify Support Contacts | Update or Replace your current Authorized Contacts |
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| Server Access | Request Server, SQL Server, or SSRS Access. Note that Infinite Campus Schema Bootcamp training is required for SQL Server access. |
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| Server Issue | Report an issue with your campus server. |
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| Services That May Be Billable | ||
| Case Type | Description | Examples |
| Data Restore | Request lost or deleted data be restored. We require your written permission.
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| Request Technical Services | Report an issue with an existing Technical Services project, request a new project, or submit a modification to an existing project. |
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| Request Training | Enter a request to schedule Infinite Campus training. |
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| Request Consulting | Request time with an Infinite Campus Business Consultant, who can guide you on the use of advanced system features and help align current and future business processes with SIS functionality. |
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Services for State Departments of Education | ||
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| Case Type | Description | Examples |
| State Reporting | This option is available specifically for State Department employees to submit regulated, state reporting changes to Infinite Campus. This is for documented, regulated requests. Important: If reporting a bug or issue with an existing report, please submit an Application Issue case instead. |
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Case Fields
Each case form includes fields designed to gather the information needed to accurately route, investigate, and resolve your issue. Some fields are specific to certain case types, and any field marked with a red asterisk (*) is required before the case can be submitted.
Many fields include tooltips that provide additional guidance. Hover over the information icon to view helpful instructions and field-specific details.
The quality of the information provided directly impacts how quickly and accurately your case can be addressed. When submitting a case, include as much relevant detail as possible, such as:
- What you were trying to accomplish
- What happened versus what you expected to happen
- Replication steps (who, what, when, where)
- Example student(s), if applicable
- Specific error messages or screenshots
- Impact and urgency
- Any deadlines or time-sensitive requirements
Providing complete and specific information upfront helps reduce follow-up questions, ensures your case is directed to the appropriate team, and can lead to a faster resolution. See the example below for guidance on submitting a well-written case.
| Field | Definition | Displays on Case Types |
|---|---|---|
| Account | Indicates the school district that is reporting the issue. This field defaults to the district assigned to the user. Authorized Contacts at multiple districts may use the dropdown to select the proper district. | All |
| Contact | Indicates the contact who is reporting the issue. This field defaults to the user entering the case. Authorized Contacts may submit on behalf of other contacts at their district. Use the dropdown to select another contact name. | All |
| Priority | Indicates the scope or time sensitivity of the issue. This field defaults to Medium.
| All |
| Subject | The topic of the case; may indicate the issue and the Campus module affected. The Subject should be self-descriptive. Make it brief and specific. This helps to route the case accordingly and allows the district to easily locate the issue when managing cases. | All |
| Description | Details on the issue you are experiencing. Please include information on Who, What, Where, When, Why, and How. The more information provided helps to speed up the qualification process. | All |
| Type | Indicates which application or request type is being made. | Application Issue Request Technical Services |
| Module | Indicates the top-reported modules in alphabetical order. If the module is not listed, please select Not Applicable. | Application Issue Ask a Question Data Restore Server Issue Request Technical Services |
| Steps to Reproduce | Click-by-click steps to replicate the issue. Please include information such as what is shown on the screen, what fields were populated, with what text, etc. Provide usernames or specific student data to view if applicable. | Application Issue |
| Environment Changes | Were any changes recently made to your workstation or to your Campus site? Examples include new software, updated tool rights, or a version update. | Application Issue |
| Error Message | Copy/paste the error message instead of sending a screenshot. Here's why:
| Application Issue Report an Outage Server Issue |
| Expected Results | How do the results differ from what is expected? What should be occurring based on knowledge of the tool and the permissions of the issue reporter? | Application Issue |
| Who is impacted? | Indicates the scope of the issue. Examples include all users in the district, all users in a calendar, all teachers who teach a specific course, etc. | Application Issue |
| Issue Began | When did the issue first occur? | Application Issue Server Issue |
| Location within Product | Area in Campus where you are working. | Ask a Question |
| Request Type | Indicates the kind of request being made. | Request Training Server Access Modify Support Contacts |
| Preferred Training Date | First, second, and third choice dates when you would prefer to schedule your training. | Request Training |
| Approximate Date of Loss | Date when the data was deleted. | Data Restore |
| Reason for Restore | Reason why the data was lost. | Data Restore |
| Desired Completion Date | Date by which the work should be finished. | Request Technical Services |
| Contact First Name | First name of the contact being added, modified, or replaced. | Modify Support Contacts |
| Contact Last Name | Last name of the contact being added, modified, or replaced. | Modify Support Contacts |
| Contact Email | Email address of the contact being added, modified, or replaced. | Modify Support Contacts |
| Contact Title | Title of the contact being added, modified or replaced. | Modify Support Contacts |
| Contact Primary Phone | Contact's main phone number. | Modify Support Contacts |
| Contact Secondary Phone | Contact's secondary phone number if available. | Modify Support Contacts |
| Contact Type | Designate if the contact with be Authorized, Technical, or Read Only. | Modify Support Contacts |
| Area of Responsibility | Indicate the area(s) of Campus that the individual is the contact for by highlighting the desired options from Available and using the arrows to move them into Chosen. Options include:
| Modify Support Contacts |
| Contact Replacement Name | If replacing a contact, indicate which contact should be removed. | Modify Support Contacts |
| Preferred Consult Date | First date you would like to have a consult scheduled. | Request Consulting |
| Preferred Consult Date 2 | Second date you would like to have a consult scheduled. | Request Consulting |
| Preferred Consult Date 3 | Third date you would like to have a consult scheduled. | Request Consulting |
Case Example
The following is an example of a well-written Application Issue case. The Authorized Contact has included answers to the questions, and investigation can begin right away. Next, learn about managing support cases.
Notifications in the Support Portal
The Notifications feature keeps Authorized Contacts informed about service interruptions, known issues, and upcoming maintenance that may impact their district.
Notification Types
Active Incidents
When there is an active outage or incident, an orange banner will appear at the top of the Support Portal, directly below the header.
Example: 
Selecting the banner displays additional details about the issue, including current status updates and information from the investigation team.
Planned Maintenance
Scheduled maintenance notifications are displayed in a green banner. These notices are generally posted at least two weeks in advance to provide districts with adequate notice of upcoming system maintenance.
Example:
No Active Notifications
When there are no current incidents or maintenance notifications, a gray banner will appear indicating that there are no open notifications.
Example:
Viewing Notification Details
Each notification banner includes a link to the Support > Notifications page, which can also be accessed from the Support dropdown menu.
The Notifications page provides:
- Detailed information about active incidents and maintenance activities
- Status updates and progress reports during ongoing investigations
- Access to previously published notifications through the Closed Notifications tab
To return to the Support Portal home page, select Home.
Why Notifications Matter
Status Notifications are designed to keep Authorized Contacts informed about known issues before a case is submitted. They provide visibility into ongoing investigations, planned maintenance, and service impacts that may already be affecting multiple districts.
If you are experiencing symptoms described in an active notification, we still encourage you to submit a case. Doing so helps Infinite Campus understand the scope and impact of the issue across districts. However, additional follow-up by phone is generally not necessary unless requested.
Additional Ways to Stay Informed
Notifications are available through multiple channels to help ensure timely communication:
- Support Portal Notifications for Authorized Contacts
- Campus Community News and Announcements for general customer communications
- Email notifications sent to Authorized Contacts when applicable
The Notifications page is hosted outside of the Infinite Campus network, allowing it to remain available even if Campus Community experiences an outage.
Our goal is to provide timely, transparent communication so districts can stay informed and plan accordingly during maintenance events and service incidents.
