Can't you use a dummy email for these which is routed to /dev/null on a dummy domain or something? I assume you have to register a name of some sort or a phone number. If you have a local domain of example.com, create a null routed domain of noemail.example.com and give these phone only tickets a <phonenumber>@noemail.example.com or <fullname>@noemail.example.com email address. That way if any mail is sent out to such an address, it is never delivered to anyone and you can use OTRS without customising it (if it is at all possible). Regards, Thomas -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Jason Loven Sent: Wednesday, February 15, 2006 9:33 PM To: otrs@otrs.org Subject: [otrs] Customer email as ID Is there a particular reason that it's required that the customer ID be an email address? I understand that it's good to have that to maintain a communications trail with the customer etc but often our issues are handled over the phone and in about 15-20% of the cases the specific person we are speaking with does not have an email address. At least not that they wish to share. Also in about 25% of the tickets we open the tickets are opened by a receptionist who takes the call or it may come in via a voice mail where the customer does not leave an email. Just wondering if it's possible to make some small tweaks to accommodate this since currently OTRS checks the MX validity of entered email so we cant even do something like customername@company.nodomain to get the ticket open. DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.