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.

Interoperability Guidelines

Describe the procedures to integrate a service with this core service (e.g. integrate an helpdesk with the EOSC Core Helpdesk, integrate a catalogue with the EOSC Resource Catalogue, etc.)

Define 1 procedure for each integration options defined above.

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.