Every user is searching offerings and articles in his own way. Therefore we need to give the user the possibility to filter lists of service and support offerings in different ways.
In the current system it is just possible to build up one structure and use this structure to find service and support offerings.
We think of an solution like modern shopping systems, where user can filter search results or list by individual fields, e.g. the service definition, the department who created a offering, the price and other customer specific fields.
Especially for the usage as enterprise service management tool such a possibility is mandatory.