Abstract: A code change request prioritization tool that uses weighting values specific to pre-determined factors to concurrently calculate a total weighted prioritization score, is disclosed. The total weighted prioritization score may be calculated using a percentile score for factors as inputs in the calculation. Once a solution is found for a highest priority code change request, similar code defects may be identified so as to provide solutions to all similar defects, simultaneously.

Abstract: Technologies are provided for automatically prioritizing service requests (e.g., trouble tickets). More particularly, embodiments of the present invention automatically and dynamically order the tickets in the associates' queues to ensure multiple KPI objectives are met. To do so, several inputs are initially received at a prioritization engine. The inputs may comprise associate details, client inputs, ticket details, and KPI details. The inputs are processed by the prioritization engine to allocate the tickets to one or more associates. The prioritization engine automatically determines the priority of each ticket assigned to each associate. A prioritized list of tickets assigned to each associate is provided to a user interface.

Abstract: A code change request prioritization tool that uses weighting values specific to pre-determined factors to concurrently calculate a total weighted prioritization score, is disclosed. The total weighted prioritization score may be calculated using a percentile score for factors as inputs in the calculation. Once a solution is found for a highest priority code change request, similar code defects may be identified so as to provide solutions to all similar defects, simultaneously.

Abstract: Technologies are provided for automatically routing service requests (e.g., trouble tickets). More particularly, embodiments of the present invention provide a real-time routing system that helps reduce the wait time on the assignment of client logged support requests. To do so, a batch job may run regularly (e.g., every 5 minutes) to identify newly logged tickets by querying a ticket database corresponding to a ticket system. The smart routing systems utilizes an iterative process to identify the most appropriate associate on the most appropriate support team for assigning the ticket. Once the appropriate associate has been identified, the client as well as the associate may be notified regarding the ticket assignment.