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FAQ

How do I request help?

There are several ways to request administrative support:
- Stop by the office in SB-327
- Call the main office at 909-537-3669
- Submit a ticket – You must be logged into the CSUSB system to access the form. This form is also linked on the College website, under the “Home” tab and Department Services.
- Call or email a specific ASC, but please know that they may ask you to submit a ticket, especially if they are actively working on other projects

What is the purpose of the ticketing system?
The ticketing system is a shared, transparent tool for tracking administrative support requests — not a barrier between faculty and staff. Its purpose is to give everyone in the office visibility into incoming requests, current workloads, and request status so that support can continue seamlessly, even when someone is absent. The system allows for internal office comments and updates, enabling any team member to quickly understand progress and communicate accurate information. By moving requests out of individual memory and into a shared space, the ticketing system provides continuity, staff guidance, and documentation of work in progress. Over time, it also helps identify frequently asked questions and recurring needs, allowing us to improve processes and better support faculty, students, and their departments.
How do I find out the status of a ticket I submitted?

You can directly contact the person who was assigned the ticket, you can contact the lead ASC, , you can call 909-537-3669, or you can stop by SB-327 during regular business hours. If you still have trouble finding the follow-up information you need, please contact the Associate Dean.

I prefer to work with the same person I’ve always worked with, can’t I just continue doing that?

Our college ASC IIs are operational professionals here to support all academic departments. If you reach out to a particular person, they may help you, they may refer you to another ASC, or they may ask you to submit a ticket. Rest assured, your request will be addressed in a timely manner by one of our very capable professionals.

I have questions about my Concur Travel Request, who do I go to for help?

Any ASC II will be able to answer basic questions about your travel requests. If you have a question about which class codes to use or how much PDF you might have, you can submit a ticket to request assistance. Department chairs have been assigned ASC delegates who will review Concur travel requests before approving the requests/claims; if there are any issues, you will be notified. Be sure to check the “Common Requests” tab for helpful information to include in your request.

Where do I send students who need assistance?

Students can go to SB-327 to get information and find resources. Students can also call the CAST offices at 909-537-3669. Students needing advising, can go to the Bridge in SB 354-A or the Student Success Center in SB 302-B. All resources are conveniently located on the 3rd floor of SBS.

Where can I get keys to a locked room?

Many keys are kept in a lock box in SB 327.  You may need to present identification and you will need to sign the office access log.

Master keys for the building are kept in the Dean’s Office in SB-207.  Unfortunately, you cannot check out the master key, but someone from the Dean’s Office can accompany you to unlock a room if you have necessary permissions to access that room.

Students will not be given access to locked rooms unless a faculty reaches out to the office to approve specific student access ahead of time.

What if I need help with an event?

Submit a ticket with a description of the needs. The request will be assigned to an available ASC who will reach out to discuss details. Be sure to check the “Common Requests” tab for important timelines and information needed for event planning.

What happens to the mail?

All department mail is being delivered to SB 327. The mail will then be distributed to the department mailboxes in the respective department offices. Outgoing mail should be taken to SB 327 and placed in your department’s mail bag.

Who do I contact if I have concerns, if I encounter difficulties, or if I have feedback to share?

The Associate Dean is the supervisor for all staff in the CAST Suite and is the person responsible for handling concerns and issues as they arise. You can stop by SB 207, email, or call the Associate Dean.

Is the Lead ASC in the CAST Suite a supervisor?

No, the lead position is an ASC II, who assists with communicating and organizing daily administrative operations in the office to ensure efficient coordination of services. They also serve as a point of contact for various campus offices. They are not a supervisor, nor do they have any supervisory responsibilities. Any issues or concerns should be brought to the Associate Dean

If you need assistance:
  • Call us at 909-537-3669
  • Visit us in the CAST Suite, SB-327
  • Faculty and Staff can Submit a ticket