New Request - cant manually populate contact number and dept

When creating a new request, the contact phone number and dept fields are greyed out. I can see that when I select the name under requestor details, it will pre-populate these two fields 'If the information was present within the active Directory that I synched into my SDP'. This is fine for calls from people within THIS Active Directory. However, we have a number of users who reside outside this AD (or any AD that I could synch with - no WAN link) who we still have to provide certain aspects of support to. It would therefore benefit our use of the product if these two fields, were not greyed out, but could be manually populated if the need arises rather than relying solely on the information form AD, which seems to be the case.

Thanks
Matt