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Have offerings assign template dynamicly based on answers
Let' say you present end user with a Multi answer Question first:
Do you need - help with something that worked but it doesn't work anymore? = this will create a IR
- something new? -this will have multi SR templates based on answers further down.
Based on what they answer you point the next page to the right right offering.
Sometimes users don't know when to submit a SR and they use IR. I hope this make sense.