Closing Tickets Via Form

[Scoffer]

Hi all,

New guy with a couple of questions if you would be so kind.

We are currently doing an assessment of OTRS and one thing that we are looking for is a way to customize the way that tickets are closed.

What we are basically looking for is a way to create a "close ticket" form and be able to add additional text boxes and drop downs for our engineers.
Idea would be:

Ticket comes in
Engineer fixes by replacing a faulty part
Engineer fills in close ticket screen and enters new serial number, part number etc
Ticket is closed
Config item is updated with new serial/part number.

Any help in the general direction of where to start hacking up the system would be greatly appreciated.

[crythias]

Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewClose
Specifically, enable/require ticketfreetext or articlefreetext as appropriate.

This doesn't update config item, though. I'm not as familiar with the ITSM side.