Quality and market acceptance of software products is strongly influenced by responsiveness to user requests. Once a request is received from a customer, decisions need to be made if the request should be escalated to the development team. Once escalated, the ticket must be formulated as a development task and be assigned to a developer. To make the process more efficient and reduce the time between receiving and escalating the user request, we aim to automate of the complete user request management process. We propose a holistic method called ESSMArT. The methods performs text summarization, predicts ticket escalation, creates the title and content of the ticket used by developers, and assigns the ticket to an available developer. We internally evaluated the method by 4,114 user tickets from Brightsquid and their secure health care communication platform Secure-Mail. We also perform an external evaluation on the usefulness of the approach. We found that supervised learning based on context specific data performs best for extractive summarization. For predicting escalation of tickets, Random Forest trained on a combination of conversation and extractive summarization is best with highest precision (of 0.9) and recall (of 0.55). From external evaluation we found that ESSMArT provides suggestions that are 71% aligned with human ones. Applying the prototype implementation to 315 user requests

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While riding a motorcycle the rider can find the handlebars along with the motorcycle frame to begin to oscillate at a high frequency. This motorcycle weave can be very dangerous as its frequency can be high at high speeds of the motorcycle. We collect evidence as how to avoid this motorcycle weave by numerically analyzing the eigenvalues of a certain matrix polynomial arising from the linearized model for the motorcycle motion. Among other suggestions, our simulations confirm that the rider leaning forward indeed mitigates such a high-speed motorcycle weave. Our model provides a prediction as to what attributes of the motorcycle increase or decrease the chances of the weave occurring.