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PROJECT REFERENCE

WEkEO DIAS User Support Service

EUMETSAT
Copernicus


Customer: EUMETSAT

Programme: Copernicus

Supply Chain: EUMETSAT > CS Group PDA

Context

Main Picture

CS Group responsabilities are as follows:

  • Service development and implementation with our consortium partner SpaceTec Partners.
  • Service management
  • Level-1 and -2 Sentinel-1/-2 user support
  • Participation in communication and training activities

The features are as follows:

  • Ticketing management system at core of a User Support Tool
  • Decentralised network of experts connected to a Helpdesk through a User Support Tool
  • Handle diverse user requests (from basic to advanced questions and issues)
  • Fast-track response channel available for blocking incidents (e.g., ICT issue)
  • Provision of guidance and communication materials

Project implementation

The project objectives are as follows:

  • Facilitate handling of Copernicus data and services
  • Provide WEkEO DIAS users with online thematic and technical support
  • Contribute to WEkEO’s outreach activities

The processes for carrying out the project are:

  • Iterative development

Technical characteristics

The solution key points are as follows:

  • Open source solutions
  • Built on Redmine project management web application
  • Deep Redmine parameterizing
  • Plugin integration
  • Plugin development

Archi Picture

The main technologies used in this project are:

Domain Technology(ies)
Operating System(s) Linux
Programming language(s) Ruby, Bash
Production software (IDE, DEVOPS etc.) Docker, Docker-compose, Rocket.Chat
Main COTS library(ies) Redmine 4.1, Rails, PostgreSQL