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!! In order to build a workaround I was thinking to make more than one installation and to send the user to fill the OTRS form within the right installation. But also this solution can't work.