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.
- undefined
- Anything where we need to immediately ask the user for more information....(query) bump these back to the "support" queue
-- IainRae - 21 Feb 2013