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