It can take 24 hours or more for a Legacy transcript to make it to ctcLink (especially if your college has configured its Legacy transcripts to send only on certain days of the week). If you send yourself a Legacy transcript and you don't see it the following day, wait another day or two before submitting a ticket.

The files for outgoing ctcLink transcripts are created at 11:00 pm, Monday through Friday. Legacy transcripts are sent into ctcLink at 7:35 am Monday through Friday. The files for incoming ctcLink transcripts are received at 8:30 am Monday through Friday.

1. Incoming ctcLink and Legacy transcript data is posted to the External Education page. If a student has repeated a course multiple times, you'll only see the student's first attempt listed on the External Education page. Only incoming Legacy official transcripts will be available on the Upload/Download file page. You won't find ctcLink transcripts in the Upload/Download file page.
2. Be sure to download from Upload/Download and review a PDF or hard copy of the student's official transcript and update the External Education page if needed to add the student's additional course attempts. This is a known Oracle bug that prevents the load process from loading duplicate courses. Only the first instance of the course loads. 
3. The External Education page is a global page. The data on this page does not belong to you or your college-- it belongs to the student! Do not delete or overwrite data on this page. If you don't want to transfer a particular course to your institution, just don't transfer it!

1. You can track incoming ctcLink transcripts with QCS_SR_CTC_TRANS_REQ.
2. Using QCS_SR_ELEC_TRANS_SENT, you can locate transcript requests submitted by user at your college.

1. Student reports a college did not receive a transcript – Proceed to step 2
2. Reach out to the receiving college’s transcript department to confirm if they have received the transcript.
   1. If they tell you that the transcript was received – There is no issue, inform the student that the transcript was received.
   2. If the student informs you that the transcript was not received – Proceed to step 3
3. Navigate to NavBar > Navigator > Records and Enrollment > Transcripts > Request Transcript Report to look at an unofficial transcript for the student.
   1. Does the student have any transcriptable classes?
      1. Yes – Proceed to step 4
      2. No – There is no issue, if there are no transcriptable classes they may have a legacy transcript. Follow your institution’s business process for sending legacy transcripts.
4. Navigate to NavBar > Navigator > Records and Enrollment > Transcripts > Electronic Transcripts > Electronic Transcript Request and look at the student’s transcript request.
   1. Is there a date in Date Processed? (Fig 4.a)
      1. Yes – Transcript has been processed. Submit a help desk ticket
      2. No – There is something keeping the transcript from being processed - Proceed to step 5

5. Navigate to NavBar > Navigator > Campus Community > Service Indicators > Person > Manage Service Indicators and look up the student that you are trying to send a transcript.
   1. Does the student have a negative service indicator that blocks transcripts from being sent?
      1. Yes – There is no issue, the negative service indicator is doing its job. Follow your local institution’s business practice for dealing with this type of issue.
      2. No – Look to see if there was a negative service indicator at the time the transcript was requested – Proceed to step 6
6. Navigate to NavBar > Navigator > Campus Community > Service Indicators > Person > Audit Service Indicators and look up the student that you are trying to send a transcript.
   1. Did the student have any Negative Service indicators that block transcripts from being sent at the time of the request?
      1. Yes – There is no issue, the negative service indicator did its job at the time the request was made. Submit a new transcript request.
      2. No – If Negative Service indicator that does not currently block transcripts, did the indicator block transcripts at the time it was applied – Proceed to step 7
7. Navigate to NavBar > Navigator > Set up SACR > Common Definitions > Service Indicators > Service Indicator Table and look up the Service Indicator Cd that the student has on their account.
   1. While in Include History mode, look to see did the service indicator at one time have a service indicator impact that prevented transcripts from being sent.
      1. Yes – There is no issue, the negative service indicator did its job at the time the negative service indicator was placed. Remove the old version of the negative service indicator and place the new one on the student’s account. Submit a new transcript request.
      2. No – Submit a ticket
8. When submitting a help desk ticket include the following details:
   • Name of student
   • EMPLID/SID of student
   • Date of transcript request
   • College transcript is being sent to
   • College sending the transcript

Please only submit for one receiving college per ticket.

1. What will ERP do if there is a ticket submitted?
   1. Legacy - Reassign ticket to Ray Gartner, Customer Services Director at SBCTC ([email protected]) to troubleshoot.
   2. Ray's staff will work with the legacy college to determine if they received the transcript but it did not print. If this is the case the legacy college will work with Hilary Software to get By Request setup.  Ray's staff will reassign the ticket to ERP who will then report back to the individual who submitted the ticket.
   3. Four (4) year colleges - ERP will look at the archived transcripts that were sent as well as the log files for the transcript sending process to determine if there was a breakdown in the process. When necessary, ERP will attempt to send the transcript electronically to prevent the student from running into any issues while we continue to diagnose what has gone wrong. Doing so may also help us in determining what has gone wrong.
   4. If ERP finds that we are unable to send the transcript electronically, we will reach out to the college who has made the ticket and ask them to send a hardcopy of the transcript for the benefit of the student. If during research for any tickets ERP finds a widespread issue we will promptly contact all ctcLink colleges of the issue at hand as well as the proposed workaround until the issue can be fixed.
2. Process complete.