Helpdesk#

Integrates the helpdesks of EOSC Nodes within the EOSC Federation to provide a federated support channel between users and providers from nodes..

For the Helpdesk, the service instance provided either by the EOSC EU Node (EEN) or by EGI through the EOSC Mesh project will enable the centralization of user support requests for the Data Terra Node. As the operational support teams are already in place, they will use the centralized ticketing system to manage user requests and provide effective support. Data Terra is also actively involved in the working group co-designing the EOSC Federation Helpdesk, with the following objectives: (i) Provide an overview of the Minimum Viable Product (MVP) for Federating Capability (FC-3); (ii) Define ticket management workflows; (iii) Define the escalation process; and (iv) Define the minimum information to be exchanged in cross-node tickets.

More coming soon