For new EOSC providers and communities there are three
levels of interoperability with helpdesk, which correspond to the three
integration paths as shown in the Picture below:
Three Integration Options with EOSC Helpdesk
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Direct usage ( Helpdesk as-a-service): in this integration the EOSC helpdesk can be used as the ticketing system for the community and their onboarded services. If you choose this option, you don't need to maintain your own helpdesk and can use all benefits provided by the EOSC Helpdesk to support your users.
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Ticket redirection:
in this integration the EOSC helpdesk isto be used only as a contact
point to redirect the initial request to the provider’s or community
mailing or existing helpdesk without further integration. This option is for communities and providers with mature helpdesk system who would like to have only additional channel for requests via EOSC Helpdesk.
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Full integration: this path corresponds
to the integration with community helpdesk, which implies full bi-directional 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 should be
defined based on the specifications agreed with the community. This integration is useful for providers and communities with mature helpdesk systems who would like to have tight connection with EOSC Helpdesk, so they could manage the tickets seamlessly in both systems.