Getting Help

When asking for help, be overly descriptive! If possible, please include screenshots.

1. Co-workers are often the best source of information for many problems. Determine if others are having the same problem, ask who is most experienced with specialized equipment and determine if your question can be answered.  If not, you can escalate your issue to one of the next options.
2. OSTicket – http://helpdesk.cncc.edu.  This option is for routine help requests that are internal to CNCC. Use help topics and departments as a guide for completing tickets. We try our hardest to respond within 24 hours.

1. Perceptis Help Desk – 24/7 technical helpdesk available to all students and faculty.• http://help.cccs.edu or 888.800.9198 • Portal password reset, Portal login problems • Student email access, email setup • Desire2Learn access, navigation, course files, and discussions
2. CCCS Help Desk – business hours support, internal 2-person team • This email address is being protected from spambots. You need JavaScript enabled to view it. or http://www.cccs.edu/CCCS-IT/ITSupport.html • Banner INB/SSB password resets • VPN problems • Student email migration issues, student name changes • Portal problems beyond password resets and navigation issues
3. Email – use for general questions or discussions. Usefulness declines over a certain traffic volume. Email is best used for push notifications that do not require a response, or for communication that is concisely anticipated. IT will answer email, but please expect a response time between 1 – 7 days.
4. Phone – best used to coordinate with team members on a day-to-day basis. Easily overloaded by increased volume. Call (800) 562-1105 if you aren’t sure what/who to ask.

Network Information

• Crossroads Portal – Allows you to access employee information, class rosters, D2L, business processes, leave requests etc.
• Outlook Web Access – https://owa.cccs.edu is the web-based portal that allows faculty and staff to access your Exchange (Email) Mailbox
• Virtual Private Network (VPN) – gives CCCS users the ability to access network resources (CCCS WAN, H Drive, S Drive, CCCS email etc.) from computers connected to outside networks. http://vpn.cccs.edu/cncc
• Windows Domains – separates campus computers into two security groups.
  • Faculty/staff are members of the CNCC (administrative) domain, and students are members of CNCCINST (instructional) domain.
  • As faculty, to login to the CNCCINST computers, use: CCC\user.name.

User Accounts and Password Resets

• CNCC domain accounts – used for Windows computers, CCCS Outlook email, CCCS Webex, CCCS VPN, and most other services. Campus administrators can reset passwords.
• Crossroads Portal – CCCS hosts the portal server; passwords can be reset by CCCS Helpdesk or by administrative staff on both campuses.
• Banner – CCCS runs the Banner system; passwords are reset by the CCCS Helpdesk.
• Desire2Learn – CCCS runs the D2L system; but passwords can be reset by the local LMS Administrator.

File Storage and Backups:

All faculty and staff can store documents on the H Drive. Groups at CNCC may also store their information on the S Drive.  Both network drives are backed up nightly. To secure your files and folders, store them on one of these drives. S Drive: This is a shared workspace for storing files and folders based upon organizational groups (i.e. DH, Nursing, Administrator, etc.). Changes to files and folders appear on both campuses, but this feature depends upon network availability. H Drive: This is a personalized private workspace for storing files and folders.