Helpdesk and request routing
The Helpdesk and request routing service is the main entry point for researchers, research groups and institutions that need support from the NASU Competence Center for Research Data Management.
The service helps users submit structured requests, clarify the type of support needed and route each request to the appropriate expert, data steward, curator or service area of the Competence Center.
To contact the Competence Center, please use the consultation request form.
Submit a consultation request
Types of requests
publication of research data in DataverseUA
metadata preparation
README preparation
Data Management Plan support
FAIR assessment of a dataset
preparation of a FAIR data package
licensing and access conditions
description of research resources for cataloguing
OpenAIRE and EOSC compatibility
training and webinars
Data Café sessions
institutional cooperation
Purpose of the service
The purpose of the helpdesk is to ensure that requests related to research data management are received, classified, processed and followed up in a transparent and consistent way.
The helpdesk does not replace expert consultation. Its role is to organise the first stage of support: to understand the user’s request, determine its category, identify the required expertise and connect the user with the relevant support process.
Who can use this service
This service is intended for:
- researchers and research groups preparing datasets for publication;
- data stewards, data curators and institutional contact persons;
- NASU institutes and research units;
- research infrastructure teams and service providers;
- project teams preparing data for DataverseUA, OpenAIRE or EOSC-related services;
- users who are not sure which Competence Center service they need.
How request routing works
After receiving a request, the Competence Center performs an initial review. The request is then assigned to one of the support categories:
- general consultation;
- repository and DataverseUA support;
- metadata and documentation support;
- FAIR assessment and data package preparation;
- EOSC / OpenAIRE compatibility support;
- training and capacity building;
- Data Café discussion;
- institutional or project-level cooperation.
Depending on the content of the request, it may be handled directly by the Competence Center team, forwarded to a data curator or domain expert, or discussed in a Data Café format.
What users should provide
To help the Center process the request efficiently, users are asked to provide:
- name and contact email;
- institution or research group;
- short description of the request;
- type of research output: dataset, software, model, workflow, training material, service or other resource;
- current status of the data or materials;
- links to related publications, repositories, projects or DOI records, if available;
- expected result of the support request;
- information on access restrictions or sensitive data, if relevant.
The more clearly the request is described, the faster it can be routed to the appropriate support process.
Data Café escalation
Some requests require discussion between researchers, data curators, domain experts and infrastructure representatives. In such cases, the request may be proposed for a Data Café session.
Data Café is suitable for complex cases where the dataset, workflow, metadata profile, licensing conditions or publication route require joint review and practical discussion.
Request status
Requests may have the following working statuses:
received
under initial review
routed to expert support
additional information requested
in progress
resolved
closed
outside the scope of the Competence Center
Related services
Data publication in DataverseUA
Metadata preparation
Preparing the README
Data Management Plan support
FAIR assessment of a dataset
Data Café
Training for institutes