Each school is assigned to a Student Information Specialist (SIS) who is the main point of contact for all Infinite Campus questions. This includes training needs, state reporting errors, scheduling issues, etc…  Please submit all questions and/or requests for assistance through a Nimbus support ticket at https://aps.incidentiq.com

SIS Support Protocols

In an effort to make sure that your school receives timely and accurate assistance from the SIS Team, please follow the protocols below for support:

1.   Gradebook issues - Teachers who are having issues with their gradebooks should contact the school’s AP or SIC to determine if there is an issue with scheduling or enrollment. If the issue needs to be escalated, the AP or SIC should contact the assigned SIS Team member with a detailed Nimbus ticket or email if urgent.

*(Please note, secretaries and registrars do not have teacher gradebook access.) 

2.    IC Access Requests - forms should be completed for any user where access is being requested beyond their job title group or current access. The form can be found at: tinyaps.com/?ichelp. Hover over Infinite Campus, Click Forms Center 

3.   Parent Portal – Parents should not be directed to contact an SIS team member. Parents experiencing issues with their accounts that cannot be corrected/managed by the school, should be directed to enter a Let’s Talk Ticket. A few school troubleshooting tips before escalating a parent to Let’s Talk:

a.   Please make sure that you have provided the correct authorization key to the correct parent. Do not provide mom with      dad’s key and dad with mom’s key, etc. Each user has a unique key.

b.   If parents cannot see their students, make sure you have checked the guardian and portal boxes on the Relationships tab under Census>People.

c.   If parents cannot see all of their students, make sure you have checked the guardian and portal boxes on the Relationships tab under Census>People AND that the family does not have a split/duplicate household. We have spent an enormous amount of time combining duplicate people, and creating and correcting households. Please make sure you are linking before approving applications in OLR.

4.   Please read all correspondence received from the SIS department as they provide pertinent information such as SIS Tasks, timelines/deadlines, and instructions.

5.      The IC Emergency line should be used when there is an emergency and your assigned SIS Specialist was unavailable at their extension or by email. The number is 404-802-1030.

In general, please allow up to 48 hours during peak times for a response as your SIS Specialist supports multiple schools, grade levels, and district departments.