Overview

All software requests are transferred to the Requested Software queue for processing. An initial triage (usually by frontline support) will place the request into one of the following categories (first matching category wins):

Illegal immoral or contentious

anything that's on the banned list should result in an immediate knock-back

Trivial Install

These will be packages which are "yummable" or optional software installs (e.g. from a header) following the PackageSearchProcedure. In this case the software can be installed on a user's machine immediately. RAT should then be notified (as defined in the linked procedure) and will consider the software for wider inclusion.

required software

This is software required for teaching, or in support of some research grant. i.e. this is software which we "have" to install but is not a trivial install. This should go into the rat-unit queue in the first instance (RAT may choose to defer to the requested software queue).

Hard

Anything where it's obvious what's being asked for but is non-trivial. These will probably go into the requested software queue with some explanation from RAT.

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Anything where we need to immediately ask the user for more information....(query) bump these back to the "support" queue

-- IainRae - 21 Feb 2013