Haytham, you raised a very good question. And I am not sure if I know the answer. It seems to me unless you do
extensive customization, you would need to consider the following:
--allow only certain users the rights to create problems. For example, via data partition. And for these users,
train them to manually search problems before create a new one and for this purpose, you could need to structure your
problem summary and add "summary" field into the list_pr.htmpl file
--for some existing closed problems, your KT managers may need to turn them into KT docs so analysts can search
these docs before creating a new problem
Maybe others have some better idea.
Thanks
Chi