support

1.users_workflow.rb

# future
if workstation.broken? then call_for_help

# current -- simplified version - just think if we checked and wrote
# out workflow based on the user.workstation type: windows, linux, osx, other
if user.workstation.broken? 
  if user.institute = GI
    then call_for_help("crc") 
  else 
    if user.institute.it_guy? then 
      try call_for_help(user.institute.it_guy)
    else 
      call_for_help("oit")
    end
  end
end
  

2.support_workflow

# future

def call_for_help
  create_ticket
  assign_ticket
  resolve_ticket
  distribute_happy
end

# current .... is to insane to even pretend to create a 
# pretend codified workflow for.. too many groups with
# different capabilities, staffing, workflows, and goals.