Description and main features
The EOSC Helpdesk is the entry point and ticketing system/request tracker for issues concerning the available EOSC services. It implements incident and service request management and provides efficient communication channels between customers, users and providers of the IT resources and services. The EOSC Helpdesk provides multiple capabilities, which were established during requirement analysis, such as self-service, reporting and notifications; it guarantees the integrity of the IT infrastructure and quality of the delivered services.
High-level Service Architecture
Adopted Standards
List with references of the main standards and protocols/APIs adopted by this service.
| Protocol/API | Short Description | References |
|---|---|---|
| REST API | A REST API is an API that conforms to the design principles of the REST, or representational state transfer architectural style | https://www.redhat.com/en/topics/api/what-is-a-rest-api |
Ruby Client | The client is used to access Zammad helpdesk API via Ruby application | |
PHP Client | This client can be used to access the Zammad helpdesk API via PHP | |
Android Client | Android client library for Zammad, built with Kotlin |
Integration Options
For new EOSC providers and communities onboarding services three levels of interoperability with helpdesk, which correspond to the three integration paths will be offered:
- Full integration: this path corresponds to the integration of community helpdesks described in the previous section, which implies full synchronisation between EOSC Helpdesk and community helpdesk. This integration can be achieved by application of a set of helpdesk REST APIs. The exact integration guidelines are defined based on the specifications agreed with the community.
- Ticket redirection: in this integration the EOSC helpdesk is used only as a contact point to redirect the initial request to the provider’s or community mailing list without further integration.
- Direct usage: in this integration the EOSC helpdesk can be used as the ticketing system for the community and their onboarded services.
Interoperability Guidelines
Examples of solutions implementing this specification
List already available Open Source services that fit with the high-level service architecture, Include references to the service web page.