Application Issues
An application issue occurs when Infinite Campus functionality does not align with documented product behavior. Campus Community documentation serves as the official source of truth for how the system is designed to work.
If system behavior differs from what is documented, it may indicate a defect that should be reported.
Note: Not all submitted requests result in product changes. Requests that reflect desired functionality (rather than misalignment with documented behavior) are reviewed but may not be prioritized or implemented.
How to Report an Application Issue
To ensure your case is routed correctly for investigation:
- Select “Application Issue” when creating your case
- Provide clear, complete details to help us accurately assess the behavior
Include the Following Information
- Description
- What you were trying to do
- What actually happened
- Any error messages or unexpected results
- What you expected to happen (based on Campus Community documentation)
- Steps to Reproduce
- Menu paths and actions taken
- URL (if applicable)
- Year, School, Calendar, Schedule Structure
- Example student(s), if relevant
- Any specific data conditions (e.g., grade level, enrollment status)
- Whether the issue occurs consistently or intermittently
- Environment Details
- Production or Staging
- Version number (if known)
- Supporting Materials
- Screenshots
- Files or data samples
- Error codes or logs
- 5. Impact
- Number of users or processes affected
- Whether a workaround exists
- Whether this blocks critical tasks (e.g., grading, attendance, reporting)
Tips for Faster Resolution
- Confirm Expected Behavior
Review Campus Community documentation to ensure the issue is not due to configuration or process differences. Be thorough and specific
Complete, detailed cases allow for faster investigation and resolution.Submit separate cases for separate issues
This ensures accurate tracking and avoids delays.Call out urgency when applicable
Clearly note if the issue is time-sensitive or blocking critical work.
Issue Progress and Resolution
When your case is confirmed as an application issue:
- The case status will update to Assigned to Development
- An Issue box will appear in the lower-right corner of your case, showing real-time updates
- The Issue box only appears on cases linked to an official issue tracking number.
- To view all reported issues for your district, within your Case Portal, go to Cases>Reports and run the All Open Issue Cases report.
Issue Box Details
The Issue box includes:
- Key: Issue tracking number
- Status: Current stage in the development cycle
- Priority: Determined by development based on impact and scope
- Fix Version: Planned release version (if applicable)
- Resolution: How the issue is addressed
- Summary: Description of the issue
- Workaround: Alternative solution, if available
- Release Notes: Documentation reference and resolution details
Important: Development prioritization is based on overall impact, feasibility, and release planning. Not all reported items will result in immediate or upcoming fixes.
Timelines & Communication
- Investigation timelines vary depending on complexity
- Development timelines are based on priority and release cycles
Authorized Contacts will receive email notifications when:
- The case is linked to an issue number and status changes to Assigned to Development
- A fix is available, and the case status changes to Available in Release
You can monitor progress directly in the Issue box and through release Information.
Issue Resolution
When the fix is release in a Campus version update:
- Case status updates to Available in Release
- The Issue box reflects a Closed status
- Details include the release version and issue number
