Escalation Table
Below you will find information on how to escalate to different groups or people within IU.
Support Center Mission Critical (SCMC)
You will use ServiceNow to escalate to SCMC
Assign unresolved issues to the Support Center Mission Critical assignment group.
Add the MC ServiceNow tag, preface the short description with “MC”, and save with the Open state.
IT Help Desk
Determine the client’s campus – each campus has a different contact for IT Help
Use the “Contact Your Campus IT Support Center” Knowledge Base to determine the correct contact for the client based on their campus.
Give the client all of the relevant information for their campus IT Help Desk
eDS Video Production Team
eDS Multimedia Pressbooks – ID Clinic Escalation Steps
If the faculty member is looking for support beyond the general “how to record a video,” determine what type of course their video request falls under using the titles of the boxes below. Then, use the guide in the appropriate box to determine how to assist them.
Also remember that if support from eDS Video Production is not an option for this faculty member, they can also reach out to their campus teaching and learning center as well as their campus Academic Media Production Space (AMPS) for possible support.
Program of Scale (ProS) Video
eDS Video Production can provide support for the following requests for a faculty working on a Program of Scale course:
- Course Introduction/Welcome Video
- Video Support for Archetype Course – If a faculty member states that they are creating and have approval to create a video that will be used for the archetype course.
- If this is a video that is just going to be used for the courses that they are teaching, this is not covered. It must be a video that will be used in all sections that will be taught by all instructors.
In this instance, fill out this Wrike form with the instructor. Additionally, if the video they need support on is also in Kaltura and is a video listed under their account, walk the faculty through adding the user “edsvideo” to the video as a co-editor so that any video team member can assist them. Here is a KB document that walks through this process.
Let them know that they can expect a response from the eDS Video Production Team within 3 business days to start the process.
If the type of video is other than what is listed above, then the only support that the eDS Video Production Team can provide is the one-time, one-hour consultation on how to create/record their own video.
Other eDS Supported Video
Some faculty have worked with eDS in a number of capacities, such as: Online Collaborative Academic Programs (OCAP), IU Expand Course, and/or Online course for a program (note: not all online courses have been supported by eDS).
If the faculty states that their course is a course that is/was supported by eDS, ask if they are currently designing/teaching the course with an eDS Instructional Designer.
If yes: Direct them to work with their assigned instructional designer.
If no: Continue below
If they are not currently working with an eDS instructional designer, fill out this Wrike form with the instructor. Additionally, if the video they need support on is also in Kaltura and is a video listed under their account, walk the faculty through adding the user “edsvideo” to the video as a co-editor so that any video team member can assist them. Here is a KB document that walks through this process.
Let them know that they can expect a response from the eDS Video Production Team within 3 business days to start the process.
General Video Support For Faculty:
- 6 Quick Tips for the Best DIY Filming Setup – PDF
- Create and Store Recordings of Zoom Meetings – IU KB
- Install and Use IU’s Kaltura Personal Capture – IU KB
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