페이지 이력

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: 

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

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

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

• The SU responsible should communicate the changes to be done in the SU mailing list, asking for updating the members e-mail addresses. The new SU members have to be added to the list in order to receive notifications by e-mail of tickets assigned to their SU.
• The SU responsible should ask for adding new members to the SU in the ticketing system. The members of a SU correctly registered in the ticketing system can access visualize and modify the tickets assigned to their SU.

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

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