We use OTRS to keep track of phone support tickets ourselves, i.e. we add a phone ticket to record a telephone support conversation. The agents usually have to add new customer user. However they don't usally have the customer's email address because customers don't need to keep track of their tickets. The tickets are only for our own purpose, e.g. SLA and making reports. However, OTRS require a unique email address for each customer user, which is needed to be made up. *Is it possible to configure OTRS in anyway to make the customer user's email address optional? * -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/ -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/