Support Portal Navigation
Authorized Contacts may submit cases online via the Support Portal. The portal gives authorized contacts an active role in managing cases by allowing them to submit new requests, add attachments, communicate with Infinite Campus, and review closed cases.
To access the Support Portal, navigate to https://support.infinitecampus.com/customers
For easy 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, click on Cases and select Submit a Case.
Notifications in the Support Portal
To view current and upcoming maintenance as well as ongoing incidents, there is a Notifications Panel in the Support Portal.
If there is a current outage or incident in progress, an orange banner will display at the top of the Support Portal below the header.
Open maintenance messages, which are generally posted two weeks in advance, will display with a green banner.
A gray banner will appear below the header if there are no current open notifications.
These banners have a link to the Support > Notifications page, which can also be found under the Support dropdown.
When an incident is open, additional updates and details may appear on the Notifications page. Click the Closed Notifications tab to view closed notices. To get back to the main Support Portal page, click Home.
The intent of these messages is to inform authorized contacts before a case is submitted with details about a known issue, starting with awareness and investigation. If you are experiencing the same symptoms, we request that you still submit a case, but a follow up phone call is not necessary. This helps us understand the scope of an issue and verify that your district is experiencing the same issue.
The Notifications page is not hosted on the Infinite Campus network, so even if Campus Community is unavailable, the Support Portal should be, and messages from Infinite Campus can be seen via the Notifications page.
Communications about upcoming maintenance or incidents in progress will continue to be posted to Campus Community News and in the Announcements (Forum) for non-authorized contacts to be informed.
Emails about incidents in progress may also sent to authorized contacts when applicable.
Case Types
To begin a support case, click on the case type that best matches your issue or request. Cases will be routed to the proper department at Infinite Campus based on the type chosen.
The following case types are available:
| 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 an Outage | Campus is inaccessible for all (or most) users. |
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| Request Training | Enter a request to schedule Infinite Campus training. |
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| Data Restore | Request lost or deleted data be restored. We require your written permission.
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| Server Issue | Report an issue with your campus server. |
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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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| Modify Support Contacts | Update or Replace your current Authorized Contacts |
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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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| 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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Case Fields
The following fields may be found on the case forms. Some fields are specific to certain case types. Fields marked with a red asterisk on the form are required to create the case. Tool tips are available for some fields by hovering over the information icon.
The more specific information is provided, the faster we can provide you with a resolution. See the example below for 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. 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. 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 most 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 | Please copy and paste any error messages that may display. | 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 contact has included answers to the questions and investigation can begin right away.
