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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
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
[EMAIL PROTECTED]
to get the ticket
open.
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