System and method for prioritization of support requests

An information handling system, comprising:

• one or more processors;
• one or more non-transitory computer-readable storage media coupled to the one or more processors;
• and
• a plurality of instructions, encoded in the one or more computer-readable storage media and configured to cause the one or more processors to
• receive current support request information, where the current support request information is contained within a pending support request document;
• access current additional information associated with the pending support request document;
• associate a set of parameter values with the pending support request document, wherein the parameter values in the set of parameter values are based on information within one or both of the current support request information or the current additional information;
• determine a priority score corresponding to the set of parameter values, including applying a machine learning model developed using previous support request information and previous additional information associated with previously-resolved support request documents;
• and
• assign the priority score to the support request document.

A non-transitory computer readable storage medium having program instructions encoded therein, wherein the program instructions are executable to:

• receive current support request information, where the current support request information is contained within a pending support request document;
• access current additional information associated with the pending support request document;
• associate a set of parameter values with the pending support request document, wherein the parameter values in the set of parameter values are based on information within one or both of the current support request information or the current additional information;
• determine a priority score corresponding to the set of parameter values, including applying a machine learning model developed using previous support request information and previous additional information associated with previously-resolved support request documents;
• and
• assign the priority score to the support request document.