Formal procedure has been published in the Knowledge Base: http://kb.mit.edu.ezproxyberklee.flo.org/confluence/x/iQBABw
How To Prioritize A New Product Request (Draft)
- Tickets should be kept in RT Queue Software::licensing::questions
- Staff managing the ticket should document the following information in the ticket:
- determine type of request
- new product
- add on or plug in (3rd party)
- for these requests, licensing and distribution should follow the core license structure
- expansion of current license
- how soon does the license need to be acquired?
- how many users?
- cost estimate
- license considerations
- type of license (individual, site, concurrent)
- restrictions (MIT equipment only)
- annual vs perpetual
- distribution considerations
- distribution mechanism (media vs download vs keyserver)
- tracking individual users
- do we already offer an alternative? Are there other other options (open source)?
- are there other potential users? (SAP POs can help determine this)
- determine type of request
- Staff can use the matrix below to determine priority determine whether to close the ticket with the customer or to escalate to Release Core release-core@mit.edu. (This will evolve into a structure escalation.)
- (Placeholder for grievance and/or appeal process for requester)
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