TEF-Health Call Management Workflow

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Getting Access

• Creating a User Account - Create an account on the TEF-Platform with base permissions
• Requesting Higher Roles - Request permissions higher than the base role

Accessing the TEF-Health Call Management Portal

The Call Management Portal can be accessed in two ways,

1. via the TEF-Health Portal Landing Page https://tef.charite.de and clicking on TEF Services Portal

2. or by directly browsing to the Call Management Landing Page https://tef.charite.de/portal/home.

TEF-Health Portal Landing Page

Browse to https://tef.charite.de and click on TEF Services Portal.

Call Management Landing Page

Browse to https://tef.charite.de/portal/home and click on Login with Keycloak and enter your account credentials.

User Roles

Jump to the Documentation of each User Role:

• Helpdesk - Get Support
• Applicant - Apply for Services at reduced prices
• Service Provider - Manage Service Provisions and Catalogue entries
• Reviewer - Review Applications
• Front Office - Support for Applications
• Node Leader - Participate in Calls
• Coordinator - Coordinate the project

Permission matrix

Role Permissions	Admin	Coordinator	Node Leader	Front Office Team Lead	Front Office Agent	Reviewer	Potential Reviewer	Service Provider	Applicant	Helpdesk Agent
Start a Call	✅	✅	❌	❌	❌	❌	❌	❌	❌	❌
Grant Roles	✅	✅	❌	❌	❌	❌	❌	❌	❌	❌
Invite User	✅	✅	❌	❌	❌	❌	❌	❌	❌	❌
Invite User to assume Role	✅	✅	❌	❌	❌	❌	❌	❌	❌	❌
Confirm Service Provision	✅	✅	❌	❌	❌	❌	❌	❌	❌	❌
Assign Front Office Lead	✅	✅	✅	❌	❌	❌	❌	❌	❌	❌
Assign Front Office Agent to Front Office Group	✅	✅	✅	✅	❌	❌	❌	❌	❌	❌
Assign Front Office Agent to Application	✅	✅	✅	✅	❌	❌	❌	❌	❌	❌
View all Applications (incl. unfinished)	✅	✅	✅	✅	❌	❌	❌	❌	❌	❌
View all Reviews	✅	✅	✅	✅	❌	❌	❌	❌	❌	❌
Assign Reviewer	✅	✅	✅	✅	✅	❌	❌	❌	❌	❌
Reject Application	✅	✅	✅	✅	✅	✅	❌	❌	❌	❌
View own/assigned application	✅	✅	✅	✅	✅	✅	❌	✅	✅	❌
Edit own/assigned application	✅	❌	❌	❌	❌	❌	❌	❌	✅	❌
Add, remove, edit Services in Service Catalogue	✅	✅	❌	❌	❌	❌	❌	✅	❌	❌
Approve compliance with (national) funding rules	✅	❌	✅	❌	❌	❌	❌	❌	❌	❌
View all Helpdesk Tickets	✅	✅	❌	❌	❌	❌	❌	❌	❌	✅
Assign Helpdesk Agents to Helpdesk Tickets	✅	✅	❌	❌	❌	❌	❌	❌	❌	✅
Respond to Helpdesk Tickets	✅	✅	❌	❌	❌	❌	❌	❌	❌	✅

Notifications

The following notification types are configured for each user role.

• 🔔 Call to Action
• ℹ️ Information
• ❌ None

	Coordinator	Node Leader	Front Office Lead	Front Office Agent	Applicant	Reviewer	Service Provider	Helpdesk Agent
Application submitted	ℹ️	ℹ️	🔔	❌	❌	❌	❌	❌
Application (un)assigned to/from Front Office Agent	ℹ️	ℹ️	🔔	🔔	❌	❌	❌	❌
Application (un)assigned to/from Reviewers	ℹ️	ℹ️	ℹ️	🔔	❌	🔔	❌	❌
Matchmaking accepted	ℹ️	ℹ️	ℹ️	ℹ️	🔔	❌	🔔	❌
Support ticket created or updated	ℹ️	❌	❌	❌	❌	❌	❌	🔔

Modules

• Service Catalogue - TEF-Health Service Catalogue