The EOSC-hub Helpdesk (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:

The Helpdesk therefore serves two groups, offering the following features to them: 

EOSC services can  use  the EOSC  Helpdesk  choosing  one  of  the  following  integration options: 

  1. Direct Usage: Use directly the EOSC helpdesk as the ticketing system for the service. 
  2. Ticket Redirection: Use the EOSC helpdesk only as a contact point to redirect the entry request for the specific service to a mailing list.
  3. Full Integration: Integrate an external ticketing system with the EOSC helpdesk infrastructure to enable transfer of tickets between them. 

Why to use it

Features

Main features offered to the user are:

Architecture

The EOSC-hub ticketing system is based on GGUS, with interfaces to support infrastructures like EUDAT-RT and EGI xGUS.

Service Support Units


The helpdesk service is structured in levels, and guaranteed by support units, with knowledge and  responsibilities clearly defined.



For assigning the tickets to one of the support units, processes have been defined, as shown in the arrows graph below.



Service documentation

For end-users

For service providers

Managing a ticket: manual that collects the guidelines for the selection of the tickets categories and the assignation of the tickets priorities.

  1. Classification

Use the following fields :

Triage of tickets

The 1st level support team will have to triage all the incidents and requests. The 2 main parameters to decide the ticket priority are:

All tickets start at low priority.

If more than 5 users are affected a medium priority can be assigned.

If the problem of the ticket affects more than 50 users a High priority should be assigned.

If the incident affects and degrades a service a Top priority must be applied.

If the incident has a trivial security risk a level more in priority should be applied.

If the incident has an imminent security risk a Top Priority must be assigned immediately.

           

Analysis and assignation, escalation of the request, resolution.

The request is analyzed by the first level support team.

Depending on the request/incident, the ticket is managed directly by the 1st level support team or escalated. 

If the request is managed by 1st level support, the steps to manage the request/incident are :

  1.  the responsible of the unit assign it to a unit member who will become the ticket responsible and who will manage the ticket (owner); 
  2. Change the status of the ticket from new to in progress
  3. the new owner needs to answer the user with any questions related to his/her query or directly with the answer to his/her questions.
  4. The owner needs to keep track of the answer of the user
  5. If the answer from the user is satisfactory, then the ticket has to be resolved, if not, go back to step 1 and re-analyze the request to decide whether to escalate or manage it.

If the request or issue must be assigned to another EOSC support team, change the unit assignation by selecting the most appropriated one from the list displayed.

    If the issue is escalated to an external support team (EOSC Partners), the request needs to be managed from their own ticketing system (RT in case of EUDAT or GGUS in case of EGI), for this ticket the 1st level support will only check periodically the progress of the ticket, but the final responsible and who will need to fulfill their own SLA’s is the final infrastructure (EUDAT, EGI, or any other infrastructure integrated in the EOSC-hub helpdesk).


Join a Support Unit: procedure to add and manage members of a Support Unit

The access to the ticketing system and the management of the tickets is exclusively permitted to the people belonging to the related Support Units (SUs).

In the following, the procedure to be registered in the system as part of a SU, and thus being able to access and update the tickets information assigned to it, is described.

1. Before starting the process of joining a certain SU, get in contact with the SU responsible and identify the SU name(s) to be joined.

2. Register to the EOSC helpdesk  https://helpdesk.eosc-hub.eu/

3. Apply for support permissions from the helpdesk web page selecting it in the "Support Staff" menu.



4. When it will be granted, join one or more SUs, with the consensus of the SU responsible:


Operation handbook for service providers Documentation about how to operate the Helpdesk

(in preparation)