Hello, I believe the best aproach you can have is the ticket template setting in Sysconfig. You can create a questionnaire and put it in a template, for specific, queue, service and SLA if you wish, then when the agent or the customer choose the desired template.

You can get that with an extension package called KIX4OTRS, its a very good package, not just for that but for other stuff.
http://www.cape-it.de/current-kix4otrs.html

Release notes:
http://www.cape-it.de/news-en/items/new-release-kix4otrs-42-for-otrs-31-available-immediately.html

Or you can get he addons from OTRS AG.

Regards

On Wed, Oct 17, 2012 at 7:32 AM, <S.Krueger@aswo.com> wrote:
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

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