Requests For CCTV Footage- How Do You Handle Them?

As our camera footprint extends around the world and into retail environments I am trying to make a policy/procedure for our operators to follow when we get requests for copies of footage. Wondering how others handle this?

How do you prioritize the requests so it is easy and simple for an operator to understand when they take a phone call. Obviously armed robbery or a homicide is of utmost importance and needs to be handled right away, but after that it tends to get a bit murky.

Also, do you make the requestor fill out some sort of form? Or is an email describing the who, what, when, where, why and how type of stuff sufficient? Currently we have an online form that is filled out and then approved by the proper HR personnel before we even review footage. Now we are starting to get requests from facilities and entities that do not have access to our internal corporate network.

Any guidance would be appreciated.

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