I'm checking OTRS and I found very useful the FAQ view where content is displayed by using three fields: symptom, problem and solution.

 

I'd love to implement the above fields into each OTRS Ticket as additional fields an agent can fill and edit freely. In this way, in a blink, any agent can understand a ticket without to read tens of exchanged emails with the submitting customer and the other technicians involved in the internal notes.

 

I tried FreeText fields but they seems not appropriated to contain medium size texts.

 

Which is the best way to do that?

 

Best regards