[otrs] generate email to external company

hi, does anyone know, if it is possible to generate an email from within otrs to an external company e.g. when there is an hardware or software problem occurring at one of our customers site that has to been solved through an onsite? can this be done through an predefined answer template? can this email be filled up with some informations concerning the hardware or software, like serial number, contract number and stuff like that? thanks. regards, patrick.