Fairly new at OTRS so please bear with me. Basically I want to find out if it is possible to create forms where you can fill in certain criteria based on warranty repair like "In Warranty Yes/No" "Serial Nr" etc etc. Now I have tried to wrap my mind around the Freetext fields but not sure where to begin or how to test , any suggestions/examples would be great !

It's not possible with OTRS alone, but you can build your own web forms in whatever web development language you feel comfortable with and have these forms submit mails to OTRS. In the mails you can set a lot of X-OTRS headers that OTRS can act upon when receiving the mails and create tickets in the right queues with the right priorities and so on. -- Lars