I've had an ongoing issue for over a year.  The email address spontaneously disappears for certain support reps.  It appears to be a problem with users that get added as a contact and are also a support rep.  Some of our support reps serve a dual purpose and complete requests as well as send emails that get created as a request.  I can't find a solution for this problem.  I log in one day and look at the list of reps and they all have email addresses and then the next day two may be missing and I have to re-add them.  Without the email address certain reps aren't receiving notification that a business rule has been applied.  I've called the support line and have attempted to get this issue resolved with no success.  Anyone else have this problem?