# US 12,120,207 B2 · Messaging platform for managing operational data > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,120,207 B2 - Document ID: US12120207B2 - Status: Granted - Kind: B2 - Application number: 18/121,176 - Filed: 2023-03-14 - Published: 2024-09-19 - Granted: 2024-10-15 - Earliest claimed: 2023-03-14 - Assignees: Dell Products L.P. - Applicants: Dell Products L.P. - Inventors: Bajrang Harlalka; Ramakanth Kommu; Shibi Panikkar - Web page: https://patentgrep.com/patent/US12120207B2 ## CPC - H04L 69/22: Parsing or analysis of headers - H04L 51/21: Monitoring or handling of messages - H04L 67/06: specially adapted for file transfer, e.g. file transfer protocol [FTP] - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract A method comprises receiving at least one message, wherein the at least one message comprises a header portion. The header portion comprises operational information about at least one device, and the operational information characterizes one or more operating characteristics of the at least one device. In the method, the at least one message is classified based at least in part on the header portion, and the at least one message is routed to a communication channel of a plurality of communication channels based at least in part on the classifying. ## Claims ### Claim 1 A method comprising: receiving at least one message, wherein the at least one message comprises a header portion, the header portion comprising operational information about at least one device, and the operational information characterizing one or more operating characteristics of the at least one device; classifying the at least one message based at least in part on the header portion; routing the at least one message to a communication channel of a plurality of communication channels based at least in part on the classifying; responsive to the routing, monitoring for at least one of creation and resolution of one or more support cases to address one or more performance issues relating to the operational information of the header portion; and automatically generating and transmitting at least one additional message in accordance with at least one configured escalation setting based at least in part on results of the monitoring; wherein the steps of the method are executed by at least one processing device operatively coupled to a memory. ### Claim 2 (depends on 1) The method of claim 1 wherein the at least one message comprises an email message. ### Claim 3 (depends on 1) The method of claim 1 wherein the plurality of communication channels comprise managed file transfer communication channels. ### Claim 4 (depends on 1) The method of claim 1 wherein the classifying comprises defining a severity level of the at least one message based at least in part on the header portion, and wherein the plurality of communication channels respectively correspond to one of a plurality of severity levels. ### Claim 5 (depends on 1) The method of claim 1 further comprising: analyzing content of the at least one message; and generating the header portion based at least in part on the analysis. ### Claim 6 (depends on 1) The method of claim 1 wherein the operational information identifies one or more performance issues with the at least one device. ### Claim 7 (depends on 6) The method of claim 6 further comprising determining whether one or more support cases have been created to address the one or more performance issues. ### Claim 8 (depends on 7) The method of claim 7 further comprising: generating, in response to a determination of a failure to create the one or more support cases, a communication identifying the failure; and transmitting the communication to at least one user device. ### Claim 9 (depends on 8) The method of claim 8 wherein timing for generating the communication identifying the failure is controlled based at least in part on whether the at least one message has been classified with a particular message classification. ### Claim 10 (depends on 7) The method of claim 7 further comprising: generating, in response to a determination that the one or more support cases have been created, a communication identifying the creation; and transmitting the communication to at least one user device. ### Claim 11 (depends on 7) The method of claim 7 further comprising: generating, in response to a determination that the one or more support cases have been created, and that the one or more support cases have failed to be resolved, a communication identifying the failure; and transmitting the communication to at least one user device. ### Claim 12 (depends on 6) The method of claim 6 further comprising: receiving a notification that one or more support cases have been created to address the one or more performance issues; and exposing an application programming interface to generate a status of the at least one message indicating that the one or more support cases have been created. ### Claim 13 (depends on 1) The method of claim 1 further comprising: generating a unique identifier for the at least one message; and storing the header portion in correspondence with the unique identifier in at least one data store. ### Claim 14 (depends on 1) The method of claim 1 further comprising: designating one or more contacts for a particular message classification; identifying whether the at least one message has been classified with the particular message classification; and routing one or more communications corresponding to the at least one message to the one or more contacts. ### Claim 15 An apparatus comprising: a processing device operatively coupled to a memory and configured: to receive at least one message, wherein the at least one message comprises a header portion, the header portion comprising operational information about at least one device, and the operational information characterizing one or more operating characteristics of the at least one device; to classify the at least one message based at least in part on the header portion; to route the at least one message to a communication channel of a plurality of communication channels based at least in part on the classifying; responsive to the routing, to monitor for at least one of creation and resolution of one or more support cases to address one or more performance issues relating to the operational information of the header portion; and to automatically generate and transmit at least one additional message in accordance with at least one configured escalation setting based at least in part on results of the monitoring. ### Claim 16 (depends on 15) The apparatus of claim 15 wherein: the operational information identifies one or more performance issues with the at least one device; and the processing device is further configured to determine whether one or more support cases have been created to address the one or more performance issues. ### Claim 17 (depends on 16) The apparatus of claim 16 wherein the processing device is further configured: to generate, in response to a determination of a failure to create the one or more support cases, a communication identifying the failure; and to transmit the communication to at least one user device. ### Claim 18 An article of manufacture comprising a non-transitory processor-readable storage medium having stored therein program code of one or more software programs, wherein the program code when executed by at least one processing device causes said at least one processing device to perform the steps of: receiving at least one message, wherein the at least one message comprises a header portion, the header portion comprising operational information about at least one device, and the operational information characterizing one or more operating characteristics of the at least one device; classifying the at least one message based at least in part on the header portion; routing the at least one message to a communication channel of a plurality of communication channels based at least in part on the classifying; responsive to the routing, monitoring for at least one of creation and resolution of one or more support cases to address one or more performance issues relating to the operational information of the header portion; and automatically generating and transmitting at least one additional message in accordance with at least one configured escalation setting based at least in part on results of the monitoring. ### Claim 19 (depends on 18) The article of manufacture of claim 18 wherein: the operational information identifies one or more performance issues with the at least one device; and the program code further causes said at least one processing device to perform the step of determining whether one or more support cases have been created to address the one or more performance issues. ### Claim 20 (depends on 19) The article of manufacture of claim 19 wherein the program code further causes said at least one processing device perform the steps of: generating, in response to a determination of a failure to create the one or more support cases, a communication identifying the failure; and transmitting the communication to at least one user device.