Hi Daniele,
Thank you all.
The problem I see is that I don't have required information into ORTS db (useful for future/needed data analysis).
I'm not sure what you mean.
At the end of the story I would like to use OTRS to store all information. I would find a way to store data inside OTRS database as well I store each field into OTRS database if I use TicketFreeKey_n TicketFreeText_n
You misunderstand. You will *not* use the forms provided with OTRS. You will create your *own* forms in Perl, PHP, .Net or whatever fancy programming tool the kids use these days.
no, I understood you very well, I believe. The problem I see is the one I described just now in this same message. If I create forms from outside OTRS I will not populate OTRS db but only OTRS email messages. Informations will be into email messages, not into a db!!!!, not into the OTRS db. I am going to fail during statistics!! Have you take a look at X-OTRS headers to popluate FreeTextKeys http://doc.otrs.org/2.2/en/html/x1053.html#table-of-x-otrs-headers
-- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann