Along with our standard users for Active Directory, we have Non-AD-Joined computers that are silo'ed. They don't have an email account to access and by design can't access external services.

In our self-hosted testing, when replying to tickets to these systems, it seems emails are a hard requirement for SDP. There's no way to select a user, in this case "James McGill" and instead asks for an email.

This also brings up an issue where if our email or internet gets interrupted, does that mean that the SDP won't work unless the internet is working again?