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We would like to use the Knowledge Centre as we think this feature is great when searching for existing Problems.

However, the only way we can get this to work is if we put an h_summary field on a Customised Form directly after the Request Category Form. We cannot use h_summary after the Select Site form, for example. This interrupts the natural flow of our call taking, as we would normally gather all the customer details first, and then the details surrounding the Incident. I feel that the best way is to have the h_summary field at the end of the request, once all the details are captured so we can search for existing Problems at that point.

Please could we request that the filtering criteria be customisable to individual organisations' requirements?

Many thanks,

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