[otrs] OTRS customer email contact rules?

What triggers the reply/forward and customer contact via email fields? We have some tickets that are created from notifications from outside monitoring systems. When they come in we can't reply to customer via email in the OTRS interface as the link to do so isn't there. This happens even if we reassign the ticket to a customer in the customer DB. What causes those links to be visible or disabled? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven@caisoft.commailto:jloven@caisoft.com Web: http://www.caisoft.com/blocked::http://www.cainetserv.com/