Kaltura MediaSpace is a vendor-hosted solution administered by UW System and supported by the individual UW System schools. The Learn@UW-Madison team in DoIT Academic Technology supports Kaltura MediaSpace at UW-Madison. It is a platform for hosting and delivering video, audio, and images. Many people refer to it as “YouTube for campus”.

Kaltura contains a suite of tools that integrate with Canvas and the MediaSpace portal (https://mediaspace.wisc.edu). The suite offers tools to upload videos, record webcams, record screens, and organize, share, and embed media. Users can do rudimentary editing and create channels to track viewership analytics and more. Kaltura also includes the program Kaltura Capture, which is used to record and upload media. You can find instructions to install Capture here: Kaltura Capture - Installation [UW-Madison] , and recording instructions here: Kaltura Capture - Recording Options

For more detailed information about Kaltura’s tools and their features, please see UW-Madison Kaltura - Features.

Support issues reported by the UW-Madison population should only be categorized within the Cherwell service “Teaching, Learning & Research” and the category “Learn@UW Kaltura - Madison”. For more information about subcategories please see the information below.

The triage path is HelpDesk Level 1 → HelpDesk Level 2 → Learn@UW - Madison.

Users from other UW System campuses that call the DoIT Help Desk with Kaltura questions should be directed to their individual campus IT Help Desks.

• Service Users: UW-Madison Faculty, Staff, Students, L3, Emeritus, Retirees with IT services, and Alumni

• Availability: 24x7

• Server Information: The vendor hosts the service and associated infrastructure. The data centers are located on the east and west coasts of the United States.

• Unique Support Conditions:

  • The Learn@UW-Madison team provides support only to faculty and staff. They do not provide support to students.

  • Users from other UW System campuses that call the DoIT Help Desk with Kaltura questions should be directed to their individual campus IT Help Desks.

  • Help Desk should always check the Learn@UW-Madison news and Kaltura known issues.

Select an appropriate service, category and subcategory.

• Kaltura - UW-Madison

  • Learn@UW Kaltura - Madison

    • Captioning - For users having issues with Kaltura’s captioning functionality. See Kaltura - Ordering machine captions for media and Kaltura - How to edit captions for common machine captioning questions.
    • Consultation - A general inquiry on how to use Kaltura. There is no specific issue. The user is just looking for a general overview and assistance.
    • Interactive Video Quiz (IVQ) - For users having issues with Kaltura’s Interactive Video Quiz (IVQ) functionality. The two primary KB docs to refer to are: Kaltura - Adding Questions to Your Videos with Kaltura Video Quizzes [UW-Madison], and Canvas - Adding a Kaltura Video Quiz As a Canvas Course Assignment [UW-Madison].
    • Kaltura Capture - For users having issues with Kaltura Capture – Kaltura’s locally installed screen and webcam recording software. The two primary KB docs to refer to are: Kaltura Capture - Installation [UW-Madison] , and Kaltura Capture - Recording Options.
    • Lecture Capture Support - General assignment lecture halls with lecture capture capability submit their video files to Kaltura. The lecture capture systems are supported by Classroom Media Support, who can be contacted by calling or e-mailing av@fpm.wisc.edu or calling 608-890-4900. If a user calls the Help Desk experiencing issues with the lecture recording systems they should be directed to Classroom Media Support. If the user has questions about a lecture capture file that was uploaded to Kaltura the ticket can be categorized as “Lecture Capture Support”.
    • Non-Timetable Consultation - If any of the interactions with users involve a non-timetable course, they would fall in this category
    • Technical Support - This includes general issues within the Kaltura environment. For example, videos not playing, players not performing as expected, videos not behaving when embedded in Canvas, etc.
    • Technical Issue/Bug

For ALL incidents, gather the following minimum required information:

Clear, detailed description of the problem

Complete customer contact information

Copy/paste the following additional required information into the WiscIT Description field:

Click the text box to select all, copy with Ctrl+C.

See Support Conditions

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.

In the event of a critical service event (e.g. unavailability, outage) outside of normal business hours, HD/SNCC staff should check the vendor's service availability web site at http://corp.kaltura.com/content/kaltura-system-status to confirm whether the vendor is aware and actively responding. All of the listed components apply, however, the Playback and Network are most important as would cause a UWS wide service outage, if disrupted.

If the status page indicates the vendor is not aware of a problem, SNCC staff will contact the Kaltura Support Center by phone.