Guide Purpose:

• This guide IS designed to:
• Explain what a Video Request is.
• Describe the various fields and buttons needed to complete the process.
• This guide IS NOT designed to:
• Communicate how to troubleshoot videos that will not download automatically.

What is a Video Request?

• A request for media to be downloaded from a 3^rdEye gateway.
• The customer is requesting the media to show several various incidents such as…
  1. Accidents: Customer vehicle is involved in a collision.
     1. Example: The accident could be with another vehicle, a building, a rollover, etc.
  2. Property Damage: Customer’s vehicle causes damage to an individual’s property.
     1. The property could be a mailbox, driveway, awning, gate, lawn, etc.
  3. Asset Damage: Customer’s vehicle is damaged by the driver’s actions.
     1. The driver drops a dumpster into the windshield of the vehicle.
     2. The mechanic backs the truck into the overhead door in the bay.
  4. Injury Claim: The driver, helper or other person is injured.
     1. The driver slips off the step climbing into the truck.
     2. The helper cuts himself on a piece of debris he is loading into the truck.
  5. Confrontation: The driver or helper has a confrontation with an end user.
     1. The end user, homeowner, is unhappy with their service and yells at the driver or helper.
     2. Motorist is angry because vehicle is blocking their driveway.
  6. Damage from Debris: Another vehicle has been damaged by something falling from the truck.
     1. Trash or materials fall off the customer’s vehicle and damage the windshield of a car behind them.
  7. Unsafe Driving: The driver is being aggressive or not obeying traffic laws.
     1. The driver is following the car in front of them too closely.
     2. The driver changes lanes and runs a car off the road.
  8. Theft: Something was stolen from the cab of the vehicle.
     1. While the driver is in convenience store, someone climbs into the cab and steals his phone and wallet.

Icons you will see on the Fleet page.

• There are icons that demonstrate the status of the truck along the breadcrumb (route).
  1. Box: The truck idled in this location for a short period of time.
     1. Click on the box for additional information.
        
        

1. Red Car: Indicates that the truck was turned off at this location.
   1. Click on the box for additional information.
      
      

How to Enter a Request

1. In the portal select video request from the menu on the left.
2. Once on the Video Request page click on auto pull status.
   
3. Auto pull status will sort the requests placing the NEW requests that need to be entered at the top.
   1. The new requests have no information in the auto pull status
4. Click on the video request you want to enter.
   

Inside the Video Request

Here you will find all the information you need to complete the next step, keep this tab open.

1. Date and Start Time.
   • The date and time the incident or verification occurred.
2. Duration.
   • Amount of video customer needs to see of the incident or verification.
3. Time Zone.
   • The time zone the customer’s vehicle is in.
4. Address.
   • The location most closely associated to the incident or service.
     

Accessing the Fleet Page

In another browser open a tab for the portal.

1. Choose fleet from the main menu on the left side of screen.
2. Using the drop-down menu select all.
3. Enter vehicle
   

Selecting the Vehicle

1. If there is more the one vehicle with that number, verify the correct one by looking at the Division name next to Vehicle
2. Check the box next to the vehicle
   1. The line will turn green.
3. Click on show.
   

Entering the Required Information

1. Enter the date into the field Path up to.
2. In this drop down enter the closest time to it but after but note the following.
   1. The time entered in the Fleet page is based on your time zone.
   2. The time requested MUST have the DURATION time added to it.
   3. Example:
      1. The requested time is 9:20 AM Eastern. 
      2. Adjust for Central time (which is my time zone), 8:20 AM, and add (at least) the duration time (10 minutes).
      3. The choices are in 15 min increments, adjust for that.
3. In the next box choose how much of the breadcrumb(truck route) that you want to see, after you put in this value this will bring up the breadcrumb.
   1. It must cover the time frame backwards from the time you just entered (8:45 AM) to the time of the request 8:20 AM.
   2. Entering 30 minutes in this window will give you a breadcrumb from 8:15 AM to 8:45 AM.
4. Enter the address from the video request in the Locate Address 
5. Click the Locate button, this will zoom in on the address from step 4.
   

Verifying Location of Address

1. The address is noted by a large blue dot.
   

Verifying Location of Truck and Time it Passed

1. Click the small arrows on the breadcrumb trail show what time the truck was at that position.
   1. The time on the breadcrumb is in my time zone, central.
   2. Using the small arrows, determine when the truck passed the location.
   3. If it occurred during the time the customer requested use that time. In this case 9:20 AM Eastern.
   4. If NOT, adjust the Confirmed Start (hh:mm:ss AM/PM)time so that you will have video just before.
   5. Make sure the Confirmed Duration (mm:ss) is after the truck left the address.
2. The small, green garbage can that happens to appear in this example indicates a service verification.
   1. Click on it to see more details.
      

Entering your Accountability Comment

1. On the video request page select New Comment.
   
2. Write Entered in the comment section.
3. Click on Submit which will save the comment.
   
4. You can see that it has been saved with a date/time/name stamp.
   

Entering Confirmed Start Time and Duration

1. On the video request page enter the confirmed time that was found in the previous step.
   1. The confirmed time MUST be entered in the time zone of the request.
      1. If the time frame has been adjusted, put in the adjusted time and convert for the time zone as highlighted in the request.
   2. Enter the value in the Confirmed Start (hh:mm:ss AM/PM).
      1. Enter AM or PM (must be upper case)
2. Enter the Confirmed Duration (mm:ss) of the video.
   1. Duration is entered in minutes and zero seconds. (mm:ss)
   2. Insert the identified duration from the previous step.
3. Click Start UDU Upload.
   

Closing the Completed Request

1. Once the video has been completed it will appear as Success, Auto Pull Stitch Success(highlighted green) on the request page.
   1. Completed means finished downloading and stitched video together.
      1. A video is stitched when the various camera angles have all been edited together to form one video.
      2. Stitching occurs automatically.
   2. Select that request and open it.
      

Inside the Details of a Successfully Downloaded Video

In the case of an unsuccessful video request please see the training packet for trouble shooting failures.

1. Progress for the video request.
   1. Progress of the request number you are working on.
   2. Group
      1. Group refers to the group of files that are combined to form the video.
      2. Stitching is done shows the date and time the download and stitching process was completed.
      3. The time is listed in Coordinated Universal Time, UTC.
      4. Event is the unique identifier for the video.
         

Closing a Successfully Downloaded Video

1. Go to Ticket Status, using the drop-down menu select Closed.
2. Go to Request Status, using the drop-down menu select Success.
   1. Selecting Success when you close a request triggers the video link notification to be sent to the customer.
3. Click on New Comment.
4. In this section enter the word Closed.
   1. For more detailed instructions see Page 11.
5. Then click Save and your Video Request will be complete.