Dell Products Inc.

Marcio Fragoso Stumpf Lena

Sathish Kumar Bikumala

Hung The Dinh

Sabu K Syed

Deepak NagarajeGowda

Jatin Kamlesh Thakkar

Vijaya Panguluru Sekhar

Methods, information handling systems and computer readable media are disclosed for determining a priority score for a pending support request document. According to one embodiment, a method includes receiving current support request information from within a pending support request document and accessing current additional information associated with the pending support request document. The method further includes associating a set of parameter values with the pending support request document, wherein the values within the set of parameter values are based on information within one or both of the current support request information or the current additional information. The method continues with determining a priority score corresponding to the set of parameter values, where determining the priority score comprises applying a machine learning model developed using previous support request information and previous additional information associated with previously-resolved support request documents, and assigning the priority score to the pending support request document.

System and method for prioritization of support requests

An information handling system determines context features for an electronic mail message based on a payload of the electronic mail message. A processor adds the context features to the payload of the electronic mail message to create an updated payload. Based on the updated payload, the processor sets a quarantine indication for the electronic mail message to either a first state or a second state. In response to the quarantine indication for the electronic mail message being in the first state, the processor assigns the electronic mail message to an electronic mail storm. In response to the assigning of the electronic mail message being to the electronic mail storm, the processor quarantines the electronic mail message.

System and method for detecting and removing electronic mail storms

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Porto Alegre, Brazil

Marcio Fragoso Stumpf Lena