Hi Stefanie,

a simple way would be using FAQ Articles.

an Agent should insert Article text in the AgentTicketPhone Rich Text editor

this way he would be able to read the questions and answer them

Kind regards,

Juan Clavero

De: S.Krueger@aswo.com [mailto:S.Krueger@aswo.com]
Enviado el: miércoles, 17 de octubre de 2012 15:33
Para: otrs@otrs.org
Asunto: [otrs] Checklist

Hi !

I want to use something like "check lists".
That means, I want to have lists with questions , which should be answerd during the creation of the ticket, to make the processing of the ticket easier.
That lists should be flexible and should change in depence of my choosen queue.

I hope, I could explain my wishes :-)

We use version 3.1.10.
Any hint is welcome.

Best regards, Stefanie