How to fill out a PEPS videoconferencing assistance ticket

PEPS has changed the way you request PEPS videoconferencing support from a Carleton web-form to an ITS Helpdesk ticket form.  We are asking for exactly the same info as before.  The change is to attempt to streamline our processes and save time for both our clientele and ourselves.  This page will run you through filling out a PEPS request for videoconferencing support.

I have an upcoming videoconference, and need PEPS!

First open your favorite browser, and type in this URL: http://go.carleton.edu/peps

PEPS' page will appear:

Click on the big link: Online WebForms for PEPS requests can be found here:

You will notice that there are only two links in the box now, rather than four.  That's because three of the four service requests are all now found in WebHelpDesk.  Click on the A/V Technician Requests.  This will take you to the ITS Helpdesk request page.

You will have to login using your regular Carleton netID and password.

This is the catch... If you're not from Carleton, you can't request PEPS services in this manner.  If you're an outside group, you will need to go through someone at Carleton, College Relations, or the Director of the Arts' office at the Weitz Center for Creativity.

Once you've logged in, you should see this screen:

Click on the Request Type dropdown menu and scroll towards the bottom and choose PEPS

Then a new drop-down menu will appear, with only one choice: Event.  Highlight Event.

Then a new drop-down menu will appear, with three choices. 

For this tutorial we'll be choosing Videoconferencing Setup.  But you'll see that there are two other choices, Tech Assistance and/or Setup and Videotaping.  We'll cover these in a different tutorial.  For now, select the second choice, and a new ticket-request window will open.

The blue-note tells you that this ticket requires approval.  All that means is that PEPS has to ensure that we actually CAN fulfill your request.  We will endeavor to do so, so being 'denied' only means that we don't have the staff, or we can't ACTUALLY do what you've requested.  99% of requests will most likely be approved.

Moving on, please write a Subject that describes your conference, title of the event, or department meeting, or what-have-you...  I'll pick a job interview for the purpose of this tutorial...

I've invented an event, called Job Interview.

The next thing, is the Request Detail. In this space, try to give us a general overview of your needs.  This is also a space to put information that we don't specifically ask for, special circumstances, etc...

Next, we need to know whether you just want the equipment set up and will be able to run Skype/Vidyo yourself, or if you would like a technician to be there at the beginning of your event to get everything running.

You can click one or the other or both.  If you click both, generally PEPS will setup the gear earlier in the day, and then send a PEPS worker to be at the space 15 minutes before your start time, to make sure that your equipment is working properly for you.

We will also need to know what date your conference is, and at what time.  Please fill in the time your event ACTUALLY starts.  PEPS will ensure that your event's equipment is setup and working well before your event begins.

Next, tell us whether you will use your own Skype account for the conference or if you will use the PEPS account, or if you will be using Vidyo.  Then enter the room you will have your conference in.  PEPS has permanent videoconferencing setups in Weitz 08, Weitz 031 and Willis 114, so it is recommended that you use one of these.  If you want to use another room, enter it in the box below.  

Next, fill in the information on the participants of the videoconference.  Note you must have the Skype usernames of the off-campus participants in order to request a setup, so find out this information as soon as possible and things will be easier for everyone.  

The Carbon Copy (CC: ) space at the bottom is there if you want the other participants in the conference to be included in any communications from us regarding the request.  Simply check enable and enter their Carleton usernames.  The attachments button is for if you have a Facilities Setup Request Form, or a sketch of how you'd like the equipment setup, you can create a PDF of these things, and include them in the ticket itself.

Once you've filled in all of the requisite things, click save, and you'll see this screen:

You should recieve an automated e-mail in your Zimbra from the ticketing system.  The system at the same time e-mails all of the PEPS adult staff, and lets them know that you've requested something.

As soon as we've seen it, and checked to ensure that PEPS is able to fulfill your request, we'll 'Approve' the ticket, and you should receive another e-mail confirming that PEPS will help your conference happens.

If for some reason, you have not received a confirmation e-mail from us in one full business day, please e-mail PEPS, and inquire.  This should never happen.  But just in case.  peps@carleton.edu