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The DIGITAL INGENIUM forum system has been Implemented, configured and embedded within the main web site. The platform chosen is the Simple Press open software because of previous experience within the university of Crete, large user community and expansions capability.
The forum has been initialized and sub divided into categories and topics following the working packages system but it can easily be adjusted and modified.
Help desk ticketing system to keep track of partners issues thus DIGITAL INGENIUM team can resolve them in a timely manner. It gives the team the everyday tools they need to do their job well, from answering tickets to collaborating with other team members.
Upon receival of an issue the system automatically creates a ticket. Each ticket gets a unique ID, allowing it to be easily tracked throughout its lifecycle. The ticket management system stores all relevant information about the issue, including the member’s contact information, the nature of the problem, any attempted solutions, and the status of the ticket (e.g., open, pending, closed).
A system of categorization has been implemented. Tickets based on criteria like issue type, importance, or severity of the problem are prioritized. This allows support teams to respond to the most critical issues first, improving response times and ultimately resolve the issue.
Browser-based multilingual IMAP client with an application-like user interface. It provides full functionality you expect from an email client, including MIME support, address book, folder manipulation, message searching and spell checking.
Round Cube open software platform has been chosen and configured based upon previous experience within the university of Crete and a wide user community support base.
A centralized digital storage that is used to store and share folders, text files, and other types of documents. The repository has features that allow users to easily edit files, and efficiently collaborate on the same project from any location. The software chosen is “Nextcloud”, an open source platform that offers a variety of collaboration features and a wide user and support base.
The proposed authentication solution was based on SAML 2.0 protocol which INGENIUM partners already use to access services by other providers (e.g. Erasmus+ eduGAIN/GEANT). It should also be mentioned that the University of Crete IT staff has extended experience on managing and operating Nextcloud installations and also implementing and supporting the authentication and authorization proposed solution.
HKA, Tobias Schwerdt