Submitting Cases

Support Portal

Technical and Authorized Contacts may submit cases online via the Support Portal. The portal gives contacts an active role in managing cases by allowing them to submit new requests, add attachments, communicate with Support, and review closed cases. 

To access the Portal, log in to Campus Community and select Cases under the Support dropdown. Or, click Manage Cases under Cases on the right side of the screen.


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 support resource based on the type chosen. 

The following case types are available: 

Case TypeDescriptionExamples
Application IssueCampus is not working as expected or you are experiencing a problem.
  • Receiving error token
  • Teachers are unable to take attendance
Ask a QuestionAsk a how-to question or for advice.
  • What is the best way to set up a snow day? 
  • Where can I find a specific report? 
  • How do I end date a student's enrollment?
Report an OutageCampus is inaccessible.
  • Users are unable to access Infinite Campus
Request TrainingEnter a request to schedule Infinite Campus training.
  • Request for Campus Learning training for teachers
  • Request for scheduling training for counselors
Data Restore

Request lost or deleted data be restored.


Note that data restores may be performed up to 30 days after loss.


  • Restore deleted enrollment
Data Services

Service request for a data import, export, or modification.


Data requests may be billable services.


  • Modify enrollment start date for all students in calendar
  • Import grading standards from spreadsheet 
Server IssueReport an issue with your server.
  • SQL database connection issues
  • Hardware end of life
  • Reporting server errors
  • Data Warehouse server problems
Server Access

Request Server, ODBC, or SRS Access.


Note that Mastering Campus Database training is required for ODBC access.

  • Request access to the database to run SQL scripts
Custom DevelopmentReport an issue with an existing custom development project, request a new custom development project, or submit a modification to an existing custom development project.
  • Request a custom-created transcript
  • Modify an existing custom report card
Modify Support ContactsUpdate or Replace your current Support Contacts
  • Add an additional contact after the purchase of a Premium Suite
  • Replace existing Technical Contact after a retirement
Consulting RequestRequest 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.

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 to Support, the faster we can provide you with a resolution. See the example below for a well-written ticket.

FieldDefinitionDisplays on Case Types
AccountIndicates 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
ContactIndicates 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
PriorityIndicates the scope or time sensitivity of the issue. This field defaults to Medium.
  • Critical - Campus software not operational. Limited to Outage cases.
  • High - Inability to perform a time sensitive task.
  • Medium - Usable, but functionality affected. 
  • Low - Questions, services, etc.
All
SubjectThe 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
DescriptionDetails 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
TypeIndicates which application or request type is being made.Application Issue
Data Services
ModuleIndicates 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
Data Services
Server Issue
Custom Development
Steps to ReproduceClick-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 ChangesWere 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 MessagePlease copy and paste any error messages that may display.Application Issue
Report an Outage
Server Issue
Expected ResultsHow 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 BeganWhen did the issue first occur? Application Issue
Server Issue
Location within ProductArea in Campus where you are working.Ask a Question
Request TypeIndicates the kind of request being made.Request Training
Server Access
Modify Support Contacts
Preferred Training DateFirst, second and third choice dates when you would prefer to schedule your training.Request Training
Approximate Date of LossDate when the data was deleted.Data Restore
Reason for RestoreReason why the data was lost.Data Restore
Desired Completion DateDate by which the work should be finished.Custom Development
Contact First NameFirst name of the contact being added, modified, or replaced.Modify Support Contacts
Contact Last NameLast name of the contact being added, modified, or replaced.Modify Support Contacts
Contact EmailEmail address of the contact being added, modified, or replaced.Modify Support Contacts
Contact TitleTitle of the contact being added, modified or replaced.Modify Support Contacts
Contact Primary PhoneContact's main phone number.Modify Support Contacts
Contact Secondary PhoneContact's secondary phone number if available. Modify Support Contacts
Contact TypeDesignate if the contact with be Authorized, Technical, or Read Only.Modify Support Contacts
Area of ResponsibilityIndicate 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:
  • SIS
  • Food Service
  • Human Resources
  • Finance
  • Payroll 
  • Online Payments
  • Voice Messenger
  • State Edition
Modify Support Contacts
Contact Replacement NameIf replacing a contact, indicate which contact should be removed.Modify Support Contacts
Preferred Consult DateFirst date you would like to have a consult scheduled.Consulting Request
Preferred Consult Date 2Second date you would like to have a consult scheduled.Consulting Request
Preferred Consult Date 3Third date you would like to have a consult scheduled.Consulting Request

Case Example

The following is an example of a well-written Application Issue case. The contact has included answers to the W questions and Support can begin investigating right away.