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.