Customer: EUMETSAT

Programme: Copernicus

Supply Chain: EUMETSAT > CS Group SPACE

Context

CS Group responsabilities for WEkEO DIAS User Support Service 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

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