EOSC Helpdesk: Architecture and Interoperability Guidelines

The EOSC Helpdesk https://eosc-helpdesk.eosc-portal.eu 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 users and providers of the IT resources and services. The EOSC Helpdesk provides several capabilities, which were identified during requirement analysis, such as self-service, reporting and notifications; it helps ensure the integrity of the IT infrastructure and quality of the delivered services. In the EOSC Future project, the Helpdesk is implemented as a distributed multi-tenant system that can be used for  efficient  support  of  the  EOSC-Core Technical  Platform  and  the  EOSC-Exchange  services.  The  EOSC Helpdesk  is  offered  to  EOSC  Providers as  a  service  to  enable  dedicated  support  for  users  of  their  services.  To achieve  this  goal,  the  EOSC  Helpdesk  supports  different  levels  of  integration  with  Helpdesk  components, described in the section High-level Service Architecture. 

This EOSC-Core Interoperability Guideline is intended for the technical experts of service and resource providers that would like their services and/or resources to be interoperable or integrate with EOSC Core Services.