The EOSC-hub Helpdesk allows users to submit their requests through a single-entry point.The unified system acts as first level of support, which automatically forwards tickets to the appropriate underlying support system.(https://helpdesk.eosc-hub.eu/) is the entry point and ticketing system/request tracker for issues concerning EOSC services. New service providers of EOSC can integrate into the Helpdesk and this results in:
- a corresponding support topic listed on the Helpdesk user interface (for users to ask questions or raise issues directly to the provider)
- the provider support team to receive notifications about tickets that are assigned to this topic by the users, or by the ticket handler team of EOSC-hub.
The Helpdesk therefore serves two groups, offering the following features to them:
- Main features offered to users:
- Creation of a ticket for any of the EOSC Services (Hub and EOSC Portfolios)
- Display all the tickets created by the owner
- Find previously created tickets
- Receive notifications about answers and changes to the tickets
- Login with the EOSC AAI system
- Main features offered to the provider Helpdesk Team:
- Notification when a new ticket is created
- Classification of the tickets
- Escalation of the tickets to the ticket handler team of EOSC-hub
- Creation of a new support unit with assignation of an administrator role to specific users
- Management of incident or disruption of Hub services
- Interface for communicating with other service providers ticketing systems
- First level support for EOSC integrated services as a service
- Interface with a Known Errors Database and with a Change Management Database
EOSC services can use the EOSC Helpdesk choosing one of the following integration options:
- Direct Usage: Use directly the EOSC helpdesk as the ticketing system for the service.
- Ticket Redirection: Use the EOSC helpdesk only as a contact point to redirect the entry request for the specific service to a mailing list.
- Full Integration: Integrate an external ticketing system with the EOSC helpdesk infrastructure to enable transfer of tickets between them.
Why to use it
- Have a central point of contact for support of your EOSC users
- Route/reroute issues to where they can be solved within EOSC
Features
Main features offered to the user are:
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